FAQ – Dilrose

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FAQ

FREQUENTLY ASKED QUESTIONS

How do I get a refund by credit card or debit card?

You will receive your refund on the same card that you used to pay for your order. It usually takes around 3-20 business days for the money to arrive.

If the refund status is marked as “Complete”, but you can’t find the payment in your bank account, please contact us.

How can I get a refund if my credit card is no longer valid or has expired?

You will receive your refund on the same card that you used to pay for your order. To secure the safety of your account, we can't refund to other cards.

If your original card is not valid or if it has expired, please contact your card issuer for more information. Normally they receive the money on your behalf and transfer it to your bank account.

 

How can I get a refund if my bank has gone bankrupt?

Refunds can only be sent back to the account with which you used to make the payment. If your bank has gone bankrupt, please contact your card issuer directly for more information.

 

I have not received my refund on my credit card yet. What can I do?

If you paid with a credit card, the money will be refunded to your card. It usually takes around 3-15 business days for the money to arrive.

If the refund process is marked "complete" but it looks like you did not get your money back yet, please check your bank account first. Some refunds are booked on the date of the purchase.

If after carefully checking your bank statement (as suggested above) you still cannot find your refund, please contact our customer service team.

Note:
1. The bank statement should have an official stamp.
2. Please provide a bank statement from 2 days before the purchase date until 10 business days after the (completed) refund date. For example, if you paid for an order on November 11 and your refund was completed on November 24, please send us the bank statement that shows payments from November 9 - December 8.
3. Mark the purchase of the specific order in your bank statement so that it easy for us to find.

 

Why is the refund lower than I expected?

Please go to your order details page on our website to find out whether you have applied for a full or partial refund.

Please note that the following costs cannot be refunded:
1. Currency conversion fees charged by your credit card issuer.
2.Credit card transaction fees.
3. Floating exchange rates.

Please contact your issuing bank for further information.

I have not received my order. What can I do?

If you haven’t received your order, please try the below methods to solve the problem:

Method 1. You can track your order with the tracking number  

If you find the tracking number is invalid, it may be because the shipping company needs 3 to 7 days to update the shipping status. You can also contact us for more shipping information. 

Method 2. Contact us for more information. If that doesn’t work, you can always apply for a refund by opening a dispute. Make sure you do this before your Buyer Protection has ended. 

Method 3: If you didn’t receive your order and you Buyer Protection is about to end, please send a mail registering your complaint.

 

The product I received does not match the description. What can I do?

If you are not satisfied with the product you received, contact your seller to agree on a solution.
To contact the seller, click Contact Seller to send them a message. 

If that doesn’t help, you can apply for a refund by opening a dispute. Please make sure you do this before your Buyer Protection has ended. If we agrees to your refund request or doesn’t respond within 5 days, the refund will be processed.

 

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