Me too from Italy seems to be the problem![]()
I emailed them and they said they cannot find my forms

Premiere Tax has disappointed me once again. A year ago, I got cash refund at department store office, and have mailed the stamped form accordingly before I left EU. Then I was shocked to see they have charged me on my credit card a couple of months later. Apparently, at that time (even though already few months since I left EU) they have not processed my form yet, hence, penalty my card (as I have cash at department store detax office). Eventually have to email them with a copy of my detax form for follow up. Eventually, got the refund back but lost out badly on the rate!
Personally I prefer Global Blue, it's much more efficient and organised.
Fingers crossed for you and me.