Account, orders and refunds
Orders, cancellation and refunds
Where to find your orders, what their statuses mean and the rules for cancelling and refunds.
Who it is for
Customers with orders.
Before you start
- Signed in.
Find your orders
An order keeps names, prices, shipping and the exchange rate as they were when it was paid; later changes do not change it.
- Open Account (the person icon in the top bar, page “My wallet”), then “My orders” (designs and bead parcels) or “My processing orders”.
- Open an order to see the design as bought, items and prices as charged, shipping, the recipient and the shipment.
Statuses
Design orders and bead parcels: Paid, Shipped or Cancelled. Processing orders have their own statuses (see Follow a processing order).
Cancellation and refunds
Customers cannot cancel an order on the site; only the shop can. A design order or parcel can be cancelled only while Paid, never after shipping. The refund is the whole amount paid, to the balance of the same currency, and own beads return to the warehouse.
A processing order can be cancelled only while waiting for processing, with the full amount returned to the same balance; after processing starts there is no refund.
What you will see
- A refund appears on the order and as a Refund line in My wallet’s transactions.
Limits
- Refunds go to the wallet, never elsewhere, in the order’s own currency.
- Cancelling an order with own beads does not refund their earlier processing.