Ordering & Payment

If you created an account when you placed your order you will be able to see your order details.

If you checked out as a guest you will not be able to log into to be able to see any information. If then you create an account unfortunately we will not be able to link you guest orders to the new account.

This issue is usually caused by an authorisation charge from your bank. Certain banks or card issuers, especially those issuing debit cards, sometimes have difficulty displaying pending authorisations. This means that sometimes a charge will show up twice - once as a charge and once as an authorisation. An authorisation is a security measure put in place by banks to ensure the customer accounts have enough funds to cover the purchase before processing it.

With an increase in mobile banking, customers often check bank statements through mobile devices, and unfortunately, most mobile banking apps have difficulty displaying authorisations accurately. These authorisations may remain on a mobile statement longer than would be expected, and due to this, we always recommend checking a full desktop version of your statement or a hard copy from your bank.

It's also worth noting that these authorisations can also show up for orders that were not fully completed at checkout. If you attempted to check out more than once, then you may see an authorisation charge for every attempt that was made. This is expected and is a security measure put in place by the banks.

In all cases, this issue will usually resolve itself within 2-5 business days, and any allocated funds will be returned to your account.

However, if you still believe you were incorrectly charged, please send us a statement from your desktop banking website or your bank that shows the charges from the order. Please hide or blur out all other information that might be on the statement.

Unfortunately due to PCI data regulations we are unable to take telephone orders.

Sometimes there can be problems placing the payment for your order, there are a few things you can try to resolve this.

You can try using a different device or browser, this can sometimes solve the problem.

If your card payment is not being taken, you can try using the Paypal option. Please note you do not need to have a Paypal account (or create one) you can just follow the instructions to enter you card details as you normally would.

If you still have problem, please, contact our team and we will be happy to help you.