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How do I request a refund?

To request a refund please submit a ticket to our Customer Support through this link: Ticket. Please fill in all mandatory fields. Our Customer Support team will then investigate the order and forward your request to the courier responsible for further processing and investigation.

⭐️ Most commonly you may be eligible for a refund or a compensation if:

  • your order was damaged while in transit

  • the courier breaches a signed SLA.

If your refund request is approved before any payments have been made, you will receive a credit note along with an updated invoice. Or if your refund request on a delivery charge is approved after you have already made payments on the delivery charge, a credit note will be issued on your following invoice.

iPlease ensure you use the correct courier reference when submitting a refund. You can find this reference by opening the order on Orkestro and looking in the 'Bookings' section. Attached an image below as an example:

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