I was charged but did not get my item

If your bank shows a charge, check these in order:

1. Wait a few minutes and refresh Orders & Receipts in your portal. Some payments take a little while to confirm.
2. Look at the order's status. Complete means it was paid and delivered; open the item from the order.
3. Check your email, including spam, for the receipt.
4. If the order says pending or failed but your bank has taken the money, tell us.

What to send us

Send us a request, or email info@wartens.com from the address on your account, and include:

• the order number (it starts EDW/ORD/) or the receipt number, if you have it
• the payment reference from Razorpay or Stripe, or the date and amount
• the email address of your EDWartens account
• a screenshot of the bank charge, with your card number hidden

A person checks the payment with Razorpay or Stripe. If a payment was captured but the order was not marked paid, we either deliver your item or refund you in full. A duplicate or wrong charge is always refunded. Approved refunds go back to the way you paid, usually within 7 to 10 working days of approval, though your bank may take longer to show it.