My credit card was charged but I have no sign of my order?

If you have not received an order confirmation email, there are a few possible reasons.

First, please check your spam, junk or promotions folder. Occasionally, our order confirmation emails can be filtered by email providers and may not appear in your main inbox.

If you cannot find the confirmation email, it may mean that we have not successfully received your order, or that the email address entered during checkout was incorrect.

Why Might an Order or Payment Fail?

One of the most common reasons for a payment being declined is that the billing address entered during checkout does not match the billing address registered with your bank or card issuer.

Please make sure that the billing address, including the street address and postcode, exactly matches the address your bank has on file for the card you are using. This may be different from your delivery address.

For example, if your bank has your card registered to an older address or another address where replacement cards are delivered, you will need to enter that address as the billing address during checkout.

What About a Pending Payment?

If a payment attempt fails, you may still see the transaction temporarily appear in your bank or card account as “pending”.

A pending transaction does not necessarily mean that we have successfully received or accepted your payment. During the checkout process, our payment system may request an authorisation from your bank to reserve the amount on your card. If the authorisation is subsequently declined, the transaction should be released by the bank.

The time taken for a pending transaction to disappear depends on the card issuer or bank. In many cases, failed authorisation attempts are released relatively quickly, often within a day or two, although some banks may take longer.