Refunds and missing items

Updated July 2026 · 2 min read

If something is missing, wrong or arrived cold, tell us within 24 hours and we'll make it right.

1. Open Orders and select the affected order.
2. Tap Report a problem and choose what went wrong.
3. Add a photo if you can — it settles most cases immediately.
4. Submit. An agent reviews it, usually within the hour.

Approved refunds go to your Nana wallet the same day. Ask for it back on your card instead and it takes 3–5 working days, depending on your bank.