My order has failed but you've taken my money?

If your account has been debited but been notified that the payment has failed, the funds are in your banks Holding Account and have most probably failed a security check.

When you attempt to purchase an item on-line your bank will debit the funds from your account to the banks "Holding Account".

Holding Account

This Holding Account is an account that sits in between your account and our online merchant bank. Your bank holds the funds here so security checks can be made like a postcode check.

Once the security checks are made and importantly passed then the bank releases the funds to us. We then get notified that order has been paid for and we start to process the order for dispatch.

Failed Order

If the security checks fail then the funds will stay in the holding account for 3-5 working days, depending on the bank. After this time the funds will be credited back to your account.

We are unable to speed up this process or have any control over how the security checks are made.

Please contact your bank and confirm the billing details to avoid security checks from failing.