Refund not issued for cancelled order

[AD-15]

Hello

I placed the referenced order on 17th June, requesting an in-store collection. However, I cancelled the order shortly after and the cancellation was confirmed to me in an email dated 18th June.

The email stated that a full refund had been authorised. However, I still have not received any refund in my bank account.

I sent a message through the OLQ system around a week ago querying this but haven't had any response to that.

I would therefore appreciate it if someone could look into this for me as soon as possible.

Thanks

Odai.

[DavidM]

I am sorry to hear that you have had an issue with your order. I have investigated into your query notes and can see that the customer service representative wasn't able to completely cancel the order due to it already being picked, completed and boxed up ready to go out to you.

However at this point you then contacted us and asked us to cancel, which they will have explained to you needs to kill and restock the order rather than a simple cancellation. In either case, you are still charged at checkout per our terms and conditions and can't prevent that.

In regards to the order being marked incorrectly, unfortunately our representatives can make mistakes and we deeply apologise for that - we have tried to rectify the issue as quickly as possible and issued a refund instantly when you contacted us.

In accordance with the merchant banks it can take anywhere between 3-5 working days for them to process it into your account or original payment method I'm afraid, that is out of our control.

We greatly appreciate your custom and hope to see you again in the future.

Kind Regards