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TopicsOrders & shipping·Returns & refunds·Account & billing·Troubleshooting

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Opened most often on this help center.

Cannot sign in after a password reset
Almost always a cached session. Ask the customer to sign out fully, clear site data, and use the newest reset link — older links are invalidated the moment a newer one is requested
TroubleshootingLast updated Aug 30, 2026

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Refund not showing on the statement

Refunds leave us immediately but banks take 3–5 working days, and some card issuers take a full billing cycle.

Returns & refundsLast updated Aug 30, 2026

Two-factor codes are rejected

TOTP codes depend on clock accuracy. Ask the customer to enable automatic time on their device.

TroubleshootingLast updated Aug 30, 2026

Changing a delivery address

An address can be changed while the order is still Preparing.

Orders & shippingLast updated Sep 20, 2026

Webhook deliveries stopped

We retry a failing endpoint five times with backoff, then mark it failed and stop.

TroubleshootingLast updated Aug 30, 2026

Updating a payment method

Payment methods are managed under Settings → Billing. The new card is used from the next renewal.

Account & billingLast updated Aug 30, 2026

Browse by topic

Orders & shipping

4 articles

Tracking a parcel
Split shipments
Delivery times

Returns & refunds

3 articles

Damaged or faulty items
Returns and refunds

Account & billing

4 articles

Invoices and VAT receipts
What each plan includes
Resetting your password

Troubleshooting

4 articles

Export or download fails