My order was refunded but I haven’t received the money. What should I do?

So, you’ve received an email from us letting you know that a refund is on its way to you, but you can’t see the money in your account. Don’t worry! 

If you originally paid using a credit or debit card, you should see the money 3 to 5 business days after the refund was confirmed to you.

If you originally used Paypal, their refund system can take a little longer, up to 10 business days. 

If you used a gift card or credit note, the balance will have been added back into your wallet to be used again. In the case that the gift card or credit note has expired, we’ll be happy to reissue it to you; just get in touch.

Please note: for credit or debit card refunds if your order was made and then cancelled on the same day, you may see a payment reversal on your bank statement instead of a refund. This happens when the refund is started before the money has actually left your bank account. So, instead of seeing a positive amount returning to your account, you'll instead see an authorisation charge, which will disappear in a few days when your bank realises Treatwell never collected the money from you.