"You've charged me twice?"
Please rest assured if you have only received one payment email confirmation from us with an individual order number then we have only charged you once.
If two payments are showing on your account this will be a failed payment attempt and the bank shows this as an authorization hold on your account.
Unfortunately our name is against this but it has absolutely nothing to do with us.
What to do?
- Please wait for 24 hours and the transaction should disappear from your statement
- If it does not, please contact your bank and they will confirm
"You've taken money from my account despite me not placing an order"
We receive this type of email regarding failed payments at least 5-10 times a week and we have written this to reassure you.
Due to the nature of the desirable products we sell we have to implement extremely strict anti fraud measures on our website. We have been the victim of chargeback fraud and other scams that have cost us and regrettably this has forced us to clamp down. The down side of this is that we do have a high rate of failed payments which affects honest consumers such as yourself.
Often the reason for the failed payments are minor discrepancies on your address, but it can be due to other things that are completely out of our control.
Here are some key points that you must understand:
- If you have not received a confirmation email your order has not been placed.
- We do not have ANY access to your debit/credit card details whether you have successfully placed an order or not.
- If you have not received an order confirmation we have NOT taken any payment.
When a payment is declined it may temporarily show on your online banking as an "Authorization Hold" but this does not mean we have taken a payment.
What to do?
- Please wait for 24 hours and the transaction should disappear from your statement
- If it does not please contact your bank and they will confirm
If you would still like to order from us then we recommend using an alternative payment method.
