What you can pay with, how card details are handled, and what to do when a payment does not go through.
Visa, Mastercard and American Express are accepted, as is PayPal. The checkout shows only the options that work for the country you have selected, so you will not be offered a method that cannot complete.
Your card is typed into the payment provider's interface, not ours. We see only the last four digits and whether the payment succeeded.
Choosing PayPal takes you to PayPal's own sign-in, then returns you to us with the result. Refunds return to the PayPal balance or account you paid from, usually within a day of us processing them.
The charge is made in US dollars. If your card is issued in another currency, your bank sets the exchange rate and may add a foreign transaction fee, which we neither charge nor receive.
A refusal is a message from your bank rather than a fault on the order. A temporary authorisation may appear on your statement after a failed attempt; it is released by your bank automatically and no money leaves your account on a declined order.
The whole site is served over an encrypted connection, and the card fields are run by a payment provider rather than by us. That is deliberate: the company that specialises in handling cards is the company that handles yours.
We can see whether a payment succeeded, the amount, and the last four digits of the card so that a refund can be matched to the right transaction. The full card number and security code are held by the payment provider and never enter our systems, so we will never ask you for them by email.
The first step is an authorisation, which reserves the total without taking it. The charge is only completed when the parcel is being prepared to leave, so a cancelled order is released rather than refunded.
Your order confirmation is the receipt, and it carries the order number we will ask for if you contact us. Need a more formal invoice, or one addressed to a company? Ask us and we will issue it against the same order number.
Contact us before raising a dispute with your bank. Almost every unexplained charge turns out to be a pending authorisation from an attempt that did not complete, and it clears on its own within a few days.
A chargeback is handled between your bank and our payment provider. We send the order and delivery records when asked; if the claim succeeds, the amount returns to the card that paid for it.
Refunds always return to the method that paid — the same card, or the same PayPal account. We cannot send a refund to a different card or pay it out in cash, because that is what prevents someone else claiming your money.
Questions about this page? Write to [email protected] and we will answer within one business day.