Why didn't my order go through?

Modified on: Tue, 24 Nov, 2020 at 12:17 PM

If your order did not go through or does not appear in your order history, it might mean your payment was declined. Here are a few reasons why that may have happened:

  • The credit card is expired.
  • The account has insufficient funds.
  • The card was reported as stolen or frozen.

If you are using a debit card, be sure it has a CVV and can be billed as a credit card. Your order may not go through if an item is not available to be shipped to your country for certification or legal reasons. You may also want to contact your card issuer to make sure they haven't blocked the charge for some reason - if they have, you can ask them to remove the block.

If you receive an error message while ordering, please reach out to our customer support team with the name or link of the item you are trying to purchase and a screenshot of the error (if possible), and we will be happy to assist. 

Need to contact us? 

Please click here to submit an inquiry and receive a response by email. 

Or, you can live chat with us Monday - Friday from 8:00 - 20:00 (GMT) by clicking here and then clicking on the chat bubble at the bottom right of your screen.

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