Order Cancellation FAQ

We cancel orders when our fraud-prevention systems detect signs that an order may be unauthorised or high-risk. These protections help keep customers and the business safe. Below are the common causes of cancellations and what you can do if your order was affected.

1) Mismatched billing and shipping information

• What it means: The name, address, or ZIP/postal code supplied for the payment method (billing details) does not match the name or address where the order is being shipped.
• Why it matters: Fraudsters often use stolen payment details but deliver to a different address. A mismatch increases the risk the cardholders did not authorise the purchase.
• What to check:
  • Ensure the billing address you entered exactly matches the address on file with your bank or card issuer (including apartment/unit numbers and abbreviations).
  • If you’re sending to a gift recipient, consider using the cardholder’s billing address for payment and the recipient’s address for shipping.
• How to fix it:
  • Reattempt the order with corrected billing details, or
  • Contact your card issuer to verify the billing address they have on file, then retry.

2) Unusual payment patterns or flagged payment methods

• What it means: The payment behavior (e.g., very large order, multiple high-value orders in a short time, multiple cards used) or the type of payment method triggered risk rules.
• Why it matters: Rapid changes in volume, high-value purchases, or use of prepaid/anonymous payment methods are common in fraudulent activity.
• What to check:
  • Review recent orders on your account for similar activity.
  • Confirm whether you used a new card, a prepaid card, or a third‑party payment service.
• How to fix it:
  • Place a smaller test order or split purchases across multiple, verified payment methods.
  • Provide the account holder’s name and verification information if our support team requests it.

3) Discrepancies in checkout information

• What it means: Information provided at checkout (phone number, email, shipping address, account details) conflicts with other data we have or with known risk indicators.
• Why it matters: Inconsistent or incomplete information reduces our ability to verify that the purchaser is legitimate.
• What to check:
  • Confirm your phone number and email are current and active.
  • Make sure you’re logged into the correct account when checking out.
• How to fix it:
  • Update your account profile with accurate contact information and try again.
  • If you used guest checkout, try creating or logging into an account before reordering.

4) Payment flagged due to previous fraudulent activity on file

• What it means: Our payment gateway or fraud-detection partners have associated the payment method, email, phone number, device, or shipping address with prior suspicious or fraudulent transactions.
• Why it matters: Repeated links to past fraud indicate a higher chance of repeat abuse; systems will pro actively block such transactions.
• What to check:
  • Consider whether the payment card or shipping address has ever been used in multiple accounts or by multiple people.
  • If you recently had fraud on the same card, the gateway may block reuse until the card is reissued.
• How to fix it:
  • Contact your card issuer to confirm the account status and obtain a replacement card if needed.
  • Use an alternative, trusted payment method (such as PayPal) and a verified shipping address.
  • Contact our support team if you believe the block is an error; we may ask for verification documents ( such as not as ID, copy of card with sensitive digits obscured, bank statement) to validate your identity and release the order. If you don't wish to provide those information, we will have cancel any pending orders, our suggestion is trying another payment method such as PayPal.