If a payment is showing on your bank account or PayPal but you haven't received an order confirmation, please do not place the order again.
Your payment or order may still be processing, and placing another order could result in a duplicate order or payment.
Why have I been charged if my order hasn't been confirmed?
Sometimes a payment may appear as pending with your bank or PayPal while the transaction is still being processed.
Your order may also temporarily show as Pending Payment on our system while we wait for confirmation from your payment provider.
If the payment is approved, your order should complete and your order confirmation will be generated.
If the payment is not completed, a pending payment will normally be released or reversed by your payment provider.
What should I do?
If you've been charged or can see a pending payment but haven't received an order confirmation, do not place the order again.
Please contact our Online Customer Service Team so we can check the status of the transaction.
When contacting us, please provide:
- Your full name
- The email address used when placing the order
- The payment amount
- The approximate date and time of the payment
- The last four digits of the payment card, where applicable
- A screenshot showing the transaction, where possible
Never send your full card number or security/CVV code.
Does this apply to PayPal payments?
Yes. The same advice applies to PayPal payments.
If a PayPal payment is showing but you haven't received an order confirmation, do not place another order. Contact our Online Customer Service Team and we'll check the order and payment status.
What if I have received an order confirmation?
If you have received an ORD or SHP order reference, your order may have been successfully created even if the payment still appears as pending with your bank or PayPal.
If you're unsure about the status of your order or payment, please contact our Online Customer Service Team and we'll check it for you.
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