Payment taken but no order confirmation
If money has left your account and you have not received an order confirmation, please do not assume the order was lost. In most cases the order exists — the confirmation simply went to the wrong place.
The most common cause: a misspelt email address
By far the most frequent reason for a "missing" order is a small typo in the email address entered at checkout. The order is placed and paid for correctly, but the confirmation email is sent to an address that does not exist or belongs to someone else.
Before contacting us, it is worth checking:
- Your spam, junk and promotions folders
- Any second email address you may have used
- That the address you expected the mail on is the one you actually typed at checkout
What to send us so we can investigate
If you still cannot find your confirmation, contact our support team with the following. Sending all of it at once means we can resolve it in one go rather than going back and forth.
- Your full name as entered at checkout
- Your cellphone number
- Your email address — the correct one you want the order linked to
- The transaction amount that was deducted
- Your proof of payment — a bank statement entry, app screenshot or payment confirmation showing the transaction
What happens next
Once we have those details we will trace the payment against our records.
If we find the order, we correct the details on it — including fixing the email address — so your confirmation, tracking and any future correspondence reach you properly. Your order then continues as normal.
If no matching order is found, we escalate the transaction to the banks for further investigation. Payments that did not reach us successfully sit with the bank or payment provider, and they are the ones able to trace and reverse them. We will keep you updated while that is under way.
How long a reversal takes
Where money needs to be reversed, the timeframe depends on the payment method you used. As a general guide, allow 2 to 7 working days for the funds to reflect back in your account.
Card, EFT, wallet and buy-now-pay-later payments each clear at different speeds, so some reversals land within a couple of days while others sit at the longer end of that range. The final step is with your own bank, which is why we cannot shorten it from our side.
If nothing has reflected after 7 working days, come back to us with your proof of payment and we will follow it up.
Failed and declined payments
We only receive orders once they are paid, so a declined payment normally means no order was created and no money was taken. Where a declined transaction still shows a deduction, it is usually a temporary hold from your bank rather than a payment to us. Send us the details listed above and we will confirm whether anything reached us.
Unpaid orders: you have 24 hours
If a payment fails but an order is still created on our system, that order stays open for 24 hours.
- Complete the payment within 24 hours and the order is processed as normal.
- If it is not paid within 24 hours, the order is cancelled automatically and you will need to place it again.
An order cancelled this way cannot be reopened or paid afterwards. Items are not held while an order is unpaid, so if something is selling quickly it may no longer be available when you come to reorder — pay as soon as you can, or simply place a fresh order.
For the full list of cards, buy-now-pay-later options, EFT and wallet payments we accept, see Store Locations, Trading Hours and Payment Methods.
Please avoid re-ordering straight away
If you are not sure whether a payment went through, contact us before placing the order a second time. Ordering again can result in two orders and two deductions, which then takes longer to unwind than a single query would have.
