Paying for your order
Prices in your currency, the payment options at checkout, and what to do when a payment fails
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You pay at the checkout when you place your order. Our website shows prices in US dollars, pounds sterling, Canadian dollars, euros and Australian dollars, and you choose yours from the currency menu at the top of the page. The payment options available to you are shown on the checkout page, and card payments are processed by Stripe. Your order is released as soon as the payment is confirmed.
Before you pay
- The total you pay, including any tax we have to collect, is shown before you confirm the order.
- Delivery is digital and free, so nothing is added for postage.
- The checkout shows the currency you are charged in and the exact total before you pay. If your card is in a different currency, your bank converts the amount and may add its own conversion fee.
When your bank asks you to approve the payment
Many banks ask you to approve an online payment in their app, or with a code sent by text message. Approve it within the time your bank allows and the checkout carries on. If the approval times out, the payment doesn't go through and you can start the checkout again.
When a payment is declined
A decline comes from the bank or card issuer, and only they can tell you the reason. Contact your bank, then try the payment again, or use a different card or another of the payment options at checkout.
Pending payments
A pending entry in your banking app is an authorisation, and an authorisation isn't a completed payment. We only release an order once its payment is confirmed. If a checkout failed and left a pending entry behind, your bank releases it.
Charged twice
Check first whether the second entry is a pending authorisation, which your bank releases. If you can see two completed payments for one order, contact us with the order number, the date and both amounts. We check the payments and refund the extra one.
Keep card details private
Never send a card number, security code or online banking password by email or in a support ticket. We don't need them to help with an order.