Check where the refund was sent: your original payment method or, with an account, your Mate Wallet. Then contact support with your order number if it is missing.
First check where the refund was sent. An approved refund goes back to your original payment method, or to your Mate Wallet if you have a KryptoMate account and chose that option.
01Step 1: check where it was sent
If you are not sure which one applies, ask support in your ticket how the refund was paid.
02Step 2: check the timing
Refunds are usually completed within 0–24 hours once approved. Card refunds depend on the card issuer, crypto refunds on network confirmation, and airline or hotel refunds can take 4 to 12 weeks.
03Step 3: common reasons a refund seems missing
- You bought as a guest: a Mate Wallet needs a KryptoMate account. Create an account or sign in to one to receive an instant Mate Wallet refund. Otherwise the refund goes to the original payment method.
- The refund is partial: only part of the order was refunded, for example one item that could not be delivered.
- The order shows a refund but nothing has arrived: in your account, the order says "A refund was recorded for this order." This means the refund is on record. If the money has not reached you, contact support.
04When to contact support
Contact support if 24 hours have passed since the refund was approved and you cannot see it, or earlier if something looks wrong. Reply in your existing ticket if you have one, so the history stays together. Otherwise use the support widget on the site or email [email protected]. Include:
- Your order number and the email used for the order.
- The date you were told the refund was approved.
- How you paid, and where you expected the refund.
Never send your password, verification codes, wallet seed phrase or private keys. We will never ask for them.