Payment Issues and Failed Orders

Why has my order failed?

Firstly, we have very high security on our website. This is to ensure that all of our customers’ data is kept safe. This means that the details that you enter at the checkout need to be absolutely correct. In order for your payment to go through, the billing address that you enter needs to be the same address that your card is registered to, otherwise the order will fail. Once you have input the correct billing address, you may add another address if you are delivering elsewhere.

My order says it has failed but the money has been taken from my account.

It may look like we have taken payment for a failed transaction if it says that the order has failed. 99% of the time, this payment hasn’t actually been taken, especially if you haven’t received an order confirmation. The money from this failed transaction will bounce straight back into your bank account, usually within 7 working days. However, the time this takes depends on your banks refund policy.

Failed Payments

Failed payments are usually caused by the billing details not matching the details your bank holds for your debit or credit card. Please double-check that your billing address and postcode are entered exactly as they appear on your card statement.

We can deliver your order to any UK address, but the billing details must match the cardholder’s registered information.

If your card payment doesn’t go through:

• You’re welcome to try again using the correct billing information.
• Alternatively, we can email you an invoice with a secure payment link.
• Or you can pay over the phone by calling our friendly sales team on 07860 165086.

What Does “Pending Payment” Mean?

A pending payment refers to a failed payment attempt that was declined during authorisation. This may happen due to:

• Incorrect billing information
• Insufficient funds
• Your bank’s security checks

Some banks show these failed attempts as “pending” on your statement, while others may not show them at all.

Important: A pending payment will never be taken from your account.

It will be automatically released (or “bounce back”) in accordance with your bank’s processing times—usually within a few working days.

If you’re ever unsure, your bank can confirm that the funds haven’t been and won’t be debited.

You’re always welcome to try placing your order again with a different payment method or contact us for assistance.

Need Help?

If the money hasn’t returned to your account within 7 days (14 working days for international payments), please get in touch with us and we’ll be happy to help.