If you couldn't complete your payment or you're unsure whether your order went through, check the information below based on what happened during checkout.
Why is my card payment being declined?
A card payment can be declined for several reasons, for example:
- There are insufficient funds available on the card
- The card has expired
- The card details were entered incorrectly
- Your bank or card issuer declined the payment
- Your limit for online purchases has been exceeded
Check your payment details and try again, or choose another available payment method.
If your card continues to be declined, please contact your bank or card issuer, as they can usually provide more information about why the payment was not approved.
Paying with Klarna?
When you choose Klarna, your payment must be approved by Klarna.
If Klarna declines the payment, please follow the information provided by Klarna or choose another available payment method.
Have you received information from Klarna but no order confirmation from us?
If you have received a Klarna invoice or payment overview but haven't received an order confirmation from us, don't place another order straight away.
First, check your spam or junk folder for the order confirmation.
You can also check the Klarna invoice for your order number. If you still can't find your order confirmation, contact us and provide the order number shown by Klarna so we can check the order for you.
Receiving information from Klarna alone does not necessarily confirm that your order was successfully created with us.
I can see a reserved amount even though the payment failed
When paying by card, you may see a temporary reservation on your account even if you believe the payment or checkout failed.
A reservation is not the same as a completed charge and does not necessarily mean that an order was successfully created.
If you tried to pay several times, you may see more than one reservation.
If no order was completed, the reservation will be released automatically. How quickly it disappears from your account depends on your bank and payment method.
I haven't received an order confirmation
First, check your spam or junk folder.
If you were logged into your account when placing the order, you can also check whether the order appears in your account.
Not receiving an order confirmation does not necessarily mean that the order wasn't created. For example, you may have entered an incorrect email address during checkout.
If you're still unsure, contact us before placing another order. We can check whether an order was created and help you avoid accidentally placing the same order twice.
Please provide:
- The email address you used when placing the order
- The approximate date and time you tried to place it
- The order amount
- The payment method
- Your order number, if you have one
How do I know if no order was created?
If:
- No amount has been charged or reserved on your card, and
- You haven't received a Klarna invoice or payment information, if you chose Klarna, and
- You haven't received an order confirmation from us,
then no order has been created, and you can try placing your order again.