Having trouble with the payment of your order? 😟 We're sorry to hear it, and we're here to help!
If you've received a "payment refused" or "payment abandoned" message upon checkout, it is likely due to a block on your payment attempt. Our banking partner Adyen has a verification algorithm that can be pretty fussy (we’re talking straight-up diva sometimes💃). In an effort to protect your personal and banking information, it will sometimes block payment attempts, which often prevents order finalization (hey, it has good intentions!). ❤️ 🤖
To resolve this issue you can:
- Verify that the balance on your account is sufficient and that the limit has not yet been reached on your credit card.
- Next, check the credit card information provided during the payment. An expiration date error will not be reported, but the payment will appear as failed.
- If the problem persists, you can try paying with another card. You can also contact your bank directly so they can help you find a solution, especially if the "liability shift/risk transfer" feature is activated.
- Finally, the problem may be caused by the device you are trying to order with. Make sure you are using your internet browser on a private (non-business) network. You can also try to launch a private browser (this will disable all extensions, cookies and caches). It is also necessary to enable pop-ups. The following links will help you through the process on Safari (Mac) and Google Chrome:
Still not working? Contact us directly via this contact form. We’ve got your back!