FAQ

My payment

Payment declined

If you receive an error message during checkout stating that your payment has been 'declined', this is an error with your bank releasing the appropriate funds. We'd suggest checking this directly with your bank to investigate further.

I have been charged multiple times for my order

If you received multiple confirmation emails, most likely your order was placed multiple times. You can cancel the duplicate orders via Your Account.

If you only received one email, there may have been a problem when you tried to place your order, resulting in a failed attempt. We'll automatically refund payments that are not linked to orders and this should be reflected on your bank account within 35 business days, depending on your bank.

If you still have an outstanding duplicate charge after 6 business days, please let us know and we'll investigate further.