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There is a problem with my payment.

Your order will be finished once the payment has been processed. If, for any reason, you cannot finish the payment, please have a look below at a few common issues. If these do not help either, just contact us and we will be happy to help you.

Updated 20 May 2024

1. There is a problem with my payment - I cannot proceed the payment

Try to finish the same order in another browser. If you are signed in, your order is saved automatically and you will just have to finish the payment. We recommend that you choose another payment method.

2. There is a problem with my payment - I paid for my order twice

Usually, the second payment will be returned to your account automatically within a few working days. If you have not received your money back within 3 working days, please contact us and share a print screen of each of the two payments.

3. There is a problem with my payment - I paid for my order but received an email from you saying the order has not been paid for

Kindly check whether you have not created two orders. Have a look at your order number. You might have received an unpaid order email about a different order.

  • If you have created two or more orders, it is possible that only one has been paid and the others have remained unpaid. We automatically send an email notification for unpaid orders. In this case please contact us, we will gladly cancel any duplicate or unpaid orders.
  • If you have only created one order, please contact us and send us a screenshot of the payment confirmation. We will be happy to help you find out where the problem occurred. 

4. There is a problem with my payment - I paid for my order but have not received a confirmation, neither of my payment nor of my order

Confirmation emails are generated automatically, kindly check the “spam” and “promotion” folders in your email account. Also please double check whether you have not filled a different email address (i.e. your work email instead of personal). If you still cannot find your order confirmation, please contact us.

5. I have created a duplicate order

  • I've only paid once. In this case, the second unpaid order will not go into production. Please email us and we will cancel this order.
  • I have paid twice or more. Please contact us as soon as possible, further duplicate orders need to be stopped in production.

6. My payment was returned to me

Please try to pay again using a different method. If you do not receive an email confirming receipt of payment, please contact us. It is possible that there is a problem with the payment terminal.