Authorised but not Captured Credit Card/Paypal Payment

If you’ve noticed more than one pending or pre-authorisation charge on your bank statement, but only placed a single order (or no order was completed), here’s what may have happened

Sometimes, the connection between our website and the payment processor can drop out. This means a payment might be authorised on your card but not actually captured by our store. Fraud or security flags: Sometimes our card network rejects a transaction due to security checks. Even if the payment doesn’t go through, your bank may still place a temporary authorisation hold. Using Google Pay or Apple Pay: These platforms may display the transaction as “complete” on your device, even if no order has been created or payment has been received on our end, if fail during check out process or above listed other penitential issue. 

When this happens, your order will show as "pending payment", and while the amount may appear as reserved on your card, no funds have been taken.

What should I do?

• If you only see pending charges but haven’t received an order confirmation email, rest assured no payment has been processed on our end.

• Please wait for the pre-authorisation to expire. This happens automatically, we cannot cancel or refund an authorisation we haven’t captured.

• If the charge remains after 7 business days, we recommend contacting your bank for further assistance.

When will the charge disappear?

Authorisation holds typically expire within 24 to 48 hours, though depending on your bank, it can take up to 7 business days for the funds to be released back into your account.

Need help?

If you're unsure whether an order has gone through, feel free to reach out with your name, email address, and the last four digits of the card used. We'll be happy to double-check for any successful orders in our system. Although if we cannot find your order in system or duplicate issue we unable specific void those duplicate or pending order, you would have wait for payment hold to expire automatically. 

Please reach out if a charge shows as complete (settled) on your statement and you have not received an order confirmation from us. Please include your name, email, and the last four digits of the card used, time you place the order, what was ordered, and total amount captured so we can assist.