This is usually a pending authorisation rather than a real charge. When a payment fails partway through, your bank can still place a temporary hold on the amount.
What normally happens
Because the payment never completed, we receive nothing and no order is fulfilled. The hold is released by your bank on its own, typically within 3 to 7 working days. Some banks take up to 10.
What to do now
- Check My account, then Orders. If no completed order exists, we did not take payment.
- Do not retry more than once or twice. Each attempt can place its own hold.
- If the amount is still missing after 10 working days, send us the order number, the date, the exact amount, and the last four digits of the card.
If the order did complete and you were charged twice, that is a different situation and we will refund the duplicate. Contact us with both order numbers.