01-15-2020 12:05 PM
01-16-2020 03:14 PM
Good afternoon, Isabele,
Welcome to our forums, albeit under such unfortunate circumstances. Whenever shopping online, we’re hopeful our customers will have a simple and straightforward experience throughout the entire process, and it’s disappointing to hear your experience hasn’t gone as smoothly as we would like.
As it sounds like you’re aware, the time it takes your authorization hold to be removed from your credit card after your order is cancelled can vary, depending on the bank or credit card company. It’s not uncommon for international credit cards to have longer authorization holds, especially for orders that might be fulfilled from the U.S.
While we’ll be unable to email your bank through our Support Forums, if you’ve still not received the assistance you’re looking for, I recommend continuing to work with your bank to resolve this matter, and confirm your orders have been cancelled. Most banks should have a process in place to confirm we’ll not be collecting funds for your cancelled orders, and this often includes a three-way call between yourself, your bank, and our phone support team.