Order marked "lost", store credit promised, then complete silence
I placed order #1125 on 11 January 2026 and received an order confirmation, but no further updates regarding processing or shipping.
After reviewing the website more closely, I realised the store does not ship to South Africa, which I had unfortunately missed during checkout. I contacted the store on 27 January to request a refund and followed up on 28 January, offering an alternative UK delivery address (which they do ship to) if that would be easier.
On 29 January, I was informed that the parcel had reportedly been lost in shipment and that the item was now out of stock. I was offered store credit instead. As a refund was said not to be possible at that stage, I agreed to store credit and asked for confirmation once it had been issued.
After that:
- I received one generic response stating my message was being forwarded internally.
- I sent multiple follow-up emails over more than a week requesting an update.
- No store credit was issued.
- No refund was processed.
- No further meaningful communication was received.
On 5 February 2026, I formally requested a full refund due to the lack of resolution and ongoing silence. No response was provided.
My concerns are:
- The order being accepted despite shipping not being available to my country.
- The order being marked as "lost" without prior shipping confirmation or tracking.
- Store credit being offered and accepted but never issued.
- Repeated follow-ups being ignored.
I am sharing this experience so that other customers can make an informed decision before ordering.