How long does a refund take to reach my bank?
Once a refund is approved we issue it within 1 business day, and you get an email titled "Refund processed — Order [your order number]". From there it's your bank's turn, which usually takes about 5-7 business days to show up on your statement. If you'd rather not wait, ask for the refund as wallet credit instead — that's immediate and spendable straight away.
Below: the timeline, how to check where a refund is, and what to do if it's late.
How to request one
Refunds are requested by email — there's no refund button in your account, and we'd rather say so than send you looking for one.
Email support@eflexsim.com from the address you bought with, quoting your order number. If you want the refund as wallet credit rather than back to your card, say so in that email.
For what qualifies, see refund policy.
The timeline
Day 0 — you ask. Email support with the order number.
Day 0-1 — we approve and issue. Once approved, the refund goes to our payment provider straight away.
Same day — you get an email. Subject: "Refund processed — Order [number]". It confirms the amount and which order it relates to. Your order number is the reference to quote — we don't issue a separate refund ID.
Day 1-2 — the provider routes it to your bank. Minutes to hours.
Day 5-7 typically — your bank posts it. This step is entirely your bank's and it's the slow one. Some banks are quicker; some, particularly for international refunds, are slower.
Wallet credit skips all of this. It's added to your balance immediately and you get an email titled "Your refund is ready to spend — Order [number]".
Why the refund is slower than the charge was
The original payment was authorised in real time. Refunds go back through a slower batch settlement process at most banks. That's how card networks work generally, not something specific to us — the same gap shows up on any merchant refund.
We can't speed up your bank's side, and neither can they usually.
How to check where it is
1. The email. "Refund processed — Order [number]" is the confirmation that we've sent it. If you have it, our side is done.
2. Your order. Sign in and go to Account → Orders. A fully refunded order shows a Refunded badge. An order refunded in part shows a Partially refunded chip instead, with the amount.
3. Your statement. Look for a credit line, not a new charge. Some banks show it as pending for a day or two before it clears into your available balance.
If it's taking longer than expected
If you're past about 10 business days from our confirmation email:
1. Check the statement properly. The credit sometimes posts under a date you wouldn't expect, and it appears as a credit rather than as anything labelled "refund".
2. Ask your bank, quoting the order number and the date from our email. They can trace an incoming refund on their side.
3. Email support@eflexsim.com with the order number. We can confirm with our payment provider whether it was accepted, and give you something to take to your bank if it's stuck with them.
Refunds to a card you no longer have
If the card expired or was replaced between the purchase and the refund, the refund normally still reaches you — card networks route refunds on closed cards back to the issuing bank, which then credits the underlying account. Exactly how varies by bank, and it can add a few days.
Mention it when you request the refund so we know to follow up if it doesn't land. If your bank won't accept it at all, wallet credit is the reliable fallback.
Frequently asked questions
QIs there a refund button in my account?
No. Refunds are requested by emailing support@eflexsim.com with your order number.
QCan I have the refund instantly instead of waiting for my bank?
Yes — ask for wallet credit. It's added to your balance immediately and can be spent on any future plan or top-up. See using account credit and wallet balance.
QWhat's my refund reference?
Your order number. It's in the refund email and in your order history. There's no separate refund ID.
QThe email says processed but my bank shows nothing.
Normal for the first several business days. The refund is between our payment provider and your bank during that window.
QWill I get back exactly what I paid?
The same US dollar amount, yes. If your card is in another currency, your bank converts back at the rate on the refund date, so the amount in your own currency can differ slightly from what you originally paid. That's the exchange rate moving, not a fee we've taken.
QDoes a refund affect my credit score?
No. It's an ordinary transaction reversal on your card statement.
QI refunded an order I'd paid for partly with wallet credit.
The credit portion goes back to your wallet and the card portion goes back to your card.
QWhat about a chargeback instead?
That's a separate and much slower process. Ask us first — see payment disputes and chargebacks.
For what's refundable, see refund policy. For partial refunds, see can I get a partial refund. For wallet credit, see using account credit and wallet balance.
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