Oysho Order Stuck on Preparing and Later Canceled

I purchased a pair of biker shorts through the Oysho mobile app on September 14, 2026. When I placed the order, the estimated delivery date was September 17, 2026. However, my order status never changed in the app by that date and remained stuck on “preparing.”

I contacted customer service to find out what was happening. The first representative I spoke with told me that the item had already been shipped but that I could not see the tracking information because a tracking number had not yet been generated. When there was still no update, I contacted customer service again a few days later and was told that the item had been sent to the warehouse and had not yet been shipped. Later, I was informed that there was a supply issue, so the order had been canceled and that the amount I paid would be refunded within 2–14 business days, depending on my bank.

However, more than a week has passed, and there is still no record of the order cancellation in the app, nor has any refund been credited to my account. I paid approximately $34 by card, and despite repeatedly contacting customer service, I have only been told that “your case is being reviewed by the relevant department,” without any concrete solution being provided.

I have been left at a loss because Oysho has neither delivered the product nor properly processed the cancellation and refund. I request that the payment for my order, number 60095522650, be refunded as soon as possible and that I be given clear and transparent information about the status of the process.