I accidentally left out an underscored from the email address the voucher was to be sent to. I contacted them the next day (by live chat) and explained and was told it would be sorted. After a week I re contacted them - had to go the same info and was told it would be sorted. Still nothing! I tried to reach out to the email address I had wrongly entered and it would not accept an email - making me believe the voucher was never delivered. Long story short - I finally received my refund after 9 weeks and many, many, forms of contact - email, live chat and customer service - which I was charged a rate per minute. So please be aware.