I've been charged twice for my order. What should I do?

This issue is usually caused by an authorisation charge from your bank. Certain banks or card issuers, especially those issuing debit cards, sometimes have difficulty displaying pending authorisations. This means that sometimes a charge will show up twice - once as a charge and once as an authorisation. An authorisation is a security measure put in place by banks to ensure the customer accounts have enough funds to cover the purchase before processing it.

With an increase in mobile banking, customers often check bank statements through mobile devices, and unfortunately, most mobile banking apps have difficulty displaying authorisations accurately. These authorisations may remain on a mobile statement longer than would be expected, and due to this, we always recommend checking a full desktop version of your statement or a hard copy from your bank.

It's also worth noting that these authorisations can also show up for orders that were not fully completed at checkout. If you attempted to check out more than once, then you may see an authorisation charge for every attempt that was made. This is expected and is a security measure put in place by the banks.

In all cases, this issue will usually resolve itself within 2-5 business days, and any allocated funds will be returned to your account.

However, if you still believe you were incorrectly charged, please send us a statement from your desktop banking website or your bank that shows the charges from the order. Please hide or blur out all other information that might be on the statement.