We will send you an automatic order confirmation once we have received your order. You will also receive a shipping confirmation by email when your order has been dispatched. The confirmation will include a tracking number and a link to track the shipment. Please also remember to check your spam folder if you cannot find the message.
If you haven’t received an order confirmation, one reason could be a typo in your email address during checkout.
However, if your order didn't go through at all, it is likely due to a payment issue. One of the most common reasons for an unsuccessful payment is that your bank or credit card issuer may automatically decline the transaction if they suspect it to be fraudulent. This is common with international payments. This may happen because certain information, such as a mandatory billing address in your region, is processed differently in Europe, or simply because the transaction is flagged as international.
You can usually resolve this by contacting your bank or credit card issuer and asking them to authorize international payments to Europe.
Another possibility is that some card issuers outside the EU do not support 3D Secure (3DS) authentication. If your card does not support this, the payment cannot be processed due to the EU PSD2 directive. Unfortunately, this is a security requirement we cannot bypass. In such cases, we recommend trying a different payment card or an alternative payment method.
If you’re unsure whether your order went through or if you suspect an error in your contact details, please reach out to our customer service team so we can look into it for you.