Payment problems and disputes
What to do if a payment failed, was taken twice, or you do not recognise a charge.
My payment failed
- Check the card number, expiry date and security code, and that the card has enough balance and is allowed for online payments.
- Try again, or choose another payment method at checkout.
- If the order was placed but the payment did not go through, contact us with your order number and we will help you finish it.
I was charged twice, or charged but have no order
- Wait a few minutes and check your email and your account for the order.
- Contact us with the date, the amount and the last four digits of the card. We will check the payment and refund any amount taken by mistake.
I do not recognise a charge
- Please contact us first, with the date and amount. Most cases are an order placed by a family member or a forgotten order, and we can solve them quickly.
- If you open a dispute with your bank, the bank holds the money while it investigates. This usually takes longer than solving it with us directly.