Order accepted, then marked as “lost” – store credit never issued and no communication

I am sharing my experience to inform other customers.

I placed order #1125 on 11 January 2026 and received an order confirmation. I did not receive any further processing or shipping updates. While reviewing the store’s shipping information page, I realised that shipping to South Africa is not supported, which I had unfortunately missed during checkout.

On 27 January, I contacted the store to request a refund. On 28 January, I followed up and offered an alternative UK delivery address (which the store does ship to), or a full refund — whichever would be easiest to process.

On 29 January, I was informed that the parcel was reportedly lost in shipment and that the item was now out of stock. I was offered store credit instead. As a refund was apparently not possible at that stage, I agreed to store credit and requested confirmation once it had been issued.

Since then: - I received one generic response stating my message had been forwarded internally. - I sent multiple follow-up emails over more than a week requesting a status update. - No store credit was issued. - No refund was processed. - No meaningful response was provided.

As of 5 February 2026, after repeated unanswered emails, I formally requested a full refund due to the lack of communication and failure to resolve the matter.

Key concerns: - Order accepted despite shipping not being available to my country. - The order being marked as “lost” despite no prior shipping confirmation or tracking details. - Agreement to issue store credit that was never actioned. - Complete lack of communication despite repeated follow-ups.

At this stage, I no longer have confidence in the store’s ability to resolve customer issues. I would advise other customers to exercise caution when ordering.