Chargeback Policy
We resolve almost every issue in one email. Here is what to do before filing a dispute, and how we handle one if it happens.
Please contact us first
If something has gone wrong with an order, email [email protected] with your order number before contacting your payment provider. In our experience, nearly every issue – a delayed parcel, a missing item, a packaging defect, a payment that did not register – is resolved in a single reply. A chargeback takes weeks and costs both sides money.
What we will do
- Respond to your email within one business day
- Provide proof of dispatch and tracking information
- Reship at no cost where the fault is ours
- Refund in full where a product is defective or an order cannot be fulfilled
- Never take retaliatory action against a customer for raising a legitimate concern
If a dispute is filed
We respond to every dispute with a full evidence pack, which may include:
- Order confirmation and full order details
- Payment verification records
- Dispatch confirmation with timestamp
- Carrier tracking and delivery confirmation
- Photographs of the packed parcel where available
- Our published policies, including shipping, refund and terms
- The complete email correspondence with the customer
We do not dispute chargebacks punitively. If we made a mistake, we will refund regardless of the dispute outcome.
Fraud and abuse
We report fraudulent disputes, stolen payment methods and repeated abuse to the relevant payment providers and, where appropriate, to law enforcement. Customers found to have filed fraudulent disputes will be permanently blocked from purchasing.
Related policies
Refund & Returns · Shipping · Terms & Conditions · Contact us