Why Did My Payment Fail or Checkout Not Work?

Quick Answer

If your payment is declined or checkout doesn't load correctly, try refreshing the page, switching to another browser or device, or selecting a different available payment method. If your card was declined, you'll need to place a new order, as a declined order can't be reinstated.

If the problem continues, contact our Customer Care team with a screenshot or a short description of the error and we'll help you sort it out.

My card was declined - what should I do?

If your payment was declined, you'll need to place your order again, as we're not able to reinstate an order once the payment has been declined. To help your next attempt go through, check the following before trying again:

Make sure your card details are entered correctly, including the expiry date and billing address
Enter the security code correctly - that's the three-digit number on the back of your card
Your card issuer may have declined the payment, and since they don't tell us the reason, it's best to check with them or contact your bank
If you've checked all of the above, try paying with another card

If your payment was declined through a 3D Secure security check, you'll need to contact your bank for more information. If you received a specific error message instead, contact our Customer Care team with as many details as you can, including the exact error text, and we'll try to resolve it as soon as possible.

Checkout won't load or finish - what can I try?

If the checkout page doesn't load properly or the payment step doesn't complete, a few simple steps often help:

Refresh the page and try again, or try again a little later
Switch to a different browser or device
Select another available payment method
If the page appears in the wrong language, use the page's language selector if one is available

Why can't I select my country at checkout?

If your country doesn't appear as an option at checkout, please contact our Customer Care team so we can look into your specific situation. It helps to tell us the country you're trying to select and the website or region you're using. We can then check what's available for your location and advise on the next step.

I paid but didn't get an order confirmation - what now?

If you believe your payment went through but no confirmation arrived, first check your spam or junk mail folder, as confirmation emails can sometimes land there. If you still can't find it, contact us with any payment confirmation details, such as a charge shown by your bank or payment provider and any order or payment reference you received, and we'll check your order status.

If a payment reminder appears after you've already paid, don't pay again until we've confirmed your order and payment status, so you don't risk paying twice.

Should I share my card details with Customer Care?

Please don't send your full card details to our team. For your security and privacy, SilkSilky Customer Care does not take or charge card details directly. If a payment needs to be completed, you'll do so through the secure checkout, not by sharing card numbers in a message.

What information should I include when I contact you?

To help us resolve a payment or checkout problem quickly, please send:

A screenshot of the error message or payment page
The email address used at checkout
The country website or region you were using, if relevant
Any order number or payment reference you received
Payment confirmation details if your bank or payment provider shows a successful charge

In what situations should I contact Customer Care?

Please reach out if:

Your card is declined more than once after you've checked your details
A payment method shows an error you can't resolve
The checkout page won't load, redirects incorrectly, or shows an unexpected amount
You paid but didn't receive an order confirmation
A payment reminder appears even though you've already paid
You see duplicate orders after a checkout problem
Your country isn't listed, or a message says your address can't be delivered to

For declines tied to your card or a 3D Secure check, your bank or card issuer is the best source for the reason, as they don't share that detail with us.