My payment didn't go through / I've been charged twiceUpdated a month ago

Don't worry, this is usually easily explained.

If your payment didn't seem to go through, please check your bank account or card statement before trying again - sometimes a payment can still be pending, even if the order didn't appear to complete on our site.

If you can see two charges for the same order, this is often a temporary authorisation hold rather than an actual duplicate charge, and it should drop off within a few days. No order is processed by us until payment has been successfully taken.

If you paid with Klarna and have a query about your payment or instalments, please contact Klarna directly via their customer service page or the Klarna app, as they manage your payment plan.

If you're still concerned after checking, please email us at [email protected] with your order number (if you have one) and a screenshot of the charges, and we'll look into it for you.