Sorry, our help centre doesn't currently work in browsers set to 'private mode', please disable and reload the page to continue.

Payment Trouble

Having trouble checking out? Here are some things to keep in mind as you place an order:

  • If you have entered invalid or incomplete information when placing an order, the areas needing confirmation will be highlighted in red.
  • The billing address must be the address registered with your bank, even if you choose to ship your order elsewhere.
  • Credit card information needs to be entered correctly without spaces. We accept VISA, MasterCard, and AMEX.

Pending and Duplicate Charges

When you make a purchase online, your bank or card issuer is contacted to confirm that your payment is valid. The bank then holds the funds until the transaction processes or the authorization expires. Even if your transaction is declined, the hold may still appear on your statement, depending on your bank’s policies.

Please be assured this is not an actual charge.

If the hold remains there longer than expected, please contact your bank directly.

American Express

AMEX cardholders might notice a 5-10 day settlement period after a purchase where there is both a pending and confirmed transaction amount on their statement. After this settlement period, you'll see the pending amount disappear. If you encounter any troubles, please contact the American Express support team directly.


If you're experiencing difficulties checking out with PayPal, please contact the PayPal support team directly.

If you have further trouble with a particular form of payment, you can read about our other accepted payment options here.

Was this article helpful?