I've been charged twice!

The world of online banking is a confusing and stressful place, but don't fear - this is totally normal! 

When you place an order with us, our secure payment platform Stripe, places an authorisation request on your card before the transaction is approved or declined. In non-banking lingo this basically just means that Stripe is checking that you have sufficient funds on your card before proceeding with the transaction. This charge appears on your bank statement as a pending charge and usually gets released within minutes or hours, but can sometimes last up to seven days. 

Now in our experience when a customer sees two charges on their card for the same order, 9 times out 10, what you are seeing is the authorisation request for a failed charge and the second charge is the successful payment. If one of your charges is marked as pending or on-hold all you have to do is sit back, relax and wait for the charge to be released back into your account! 

If seven days have passed and that charge hasn't been released, please contact us and we will see what we can do!


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