If you did not receive an item you purchased, first of all, check the in-game Store to see if the purchase was successful. Many of the items in the store can only be bought once per account, so if you see that it’s still available, the purchase will not have been completed, and you should not have been charged.

Should you check the store and discover that you accidentally purchased the wrong item, you can find information about requesting a refund on this page.

Once you’ve confirmed that an item you purchased was indeed not delivered, please contact us using the button below. You will be asked to provide the following information:

  • In-game nickname
  • Server (NA/EU)
  • Item purchased
  • Date of purchase

If you purchased NP, please also include a picture of the full receipt from Steam, including the transaction ID. This can be found in your mail.