How are refunds processed?
An order is automatically refunded to the credit card and/or as a voucher once it has been received by our workshop.
If you wish to refund an order (shipping fees, discount, partial or full refund) due to a technical issue, as a goodwill gesture, or for a confirmed lost package, you can now do this directly from the back office.
To do so, click on the relevant order and then on “Proceed with a Refund”:
How are customers refunded if they paid for their entire order with a credit card?
The refunded amount to the credit card corresponds to the returned item(s), minus the initial shipping costs and any return fees applied by your brand.
How are customers refunded if they paid for all or part of their order with a voucher?
Full order return:
If the entire order was paid with a voucher: The voucher is canceled, and the wallet is credited with the amount of the voucher used.
If part of the order was paid by credit card and the rest with a voucher: The voucher is canceled, and the wallet is credited with the amount of the voucher used. The remaining amount is refunded directly to the credit card.
It is possible to track the refund on Shopify for the credit card amount and on the customer wallet for the voucher part. Here below, an example of the refund appearing on the customer wallet after the order return :
Partial order return:
If the entire order was paid with a voucher: The amount of the returned items is credited back to the wallet.
If part of the order was paid by credit card and the rest with a voucher:
If the value of the returned items is less than the value of the voucher used: The voucher is canceled, and the wallet is credited with the amount of the returned items.
If the value of the returned items is greater than the value of the voucher used: The voucher is canceled, and the wallet is credited with the amount of the returned items. The remaining amount is refunded directly to the credit card.
⚙️ Refund request process for returns
Please verify on the tracking link that the return has been received by our warehouse for more than 14 days.
If yes, contact the customer success team at [email protected] to request the refund with the following information: customer email, order number, items to be refunded, return tracking number.