Why Didn't My Order Go Through?

Quick Answer

If your order didn't complete at checkout, it's most often a payment issue. A declined order can't be reinstated, so you'll need to place the order again - but first, run a few quick checks so the new attempt goes through. If you saw an error message, contact our Customer Care team with the details and we'll help.

Do I need to place my order again?

We aren't able to reinstate an order once a payment has been declined, so please start a new order. Before you do, the checks below help make sure it succeeds this time.

What should I check before I reorder?

Card details - confirm the card number, expiry date, and billing address are correct.
Security code - make sure you've entered the CVV (the 3-digit number on the back of the card) correctly.
Your bank or card issuer - they may have declined the payment without telling us why. It's best to check with them directly.
Try another card - if everything above looks right, try a different card.

What if my payment was declined through 3D Secure?

If your payment was declined during the 3D Secure verification step, you'll need to contact your bank for more information, as this check is handled on their side.

What if I received an error message?

If checkout showed an error message, please contact our Customer Care team with as many details as you can - including the exact message you saw and a screenshot if possible. That helps us identify what went wrong and find a solution.

Do you ship to my country?

If you're unsure whether your order can be completed because of your destination, see Which Countries and Addresses Do You Ship To.

In what situations should I contact Customer Care?

Contact our Customer Care team if:

Your payment is declined and you've already made the checks above
Your cards won't work at checkout
You saw an error message during checkout
You're unsure why your order wasn't submitted successfully