I have paid, but my order is not visible

Table of contents

 

1. What you should check now

  • Check the spam and promotions folder - the order confirmation may have ended up there.
  • Check whether the email address provided during the order was correct.
  • Check your bank statement - make sure the amount was actually debited and not just reserved.
  • Wait up to 15 minutes - payment systems sometimes need some time to synchronize.

2. Important note

  • A reservation of the amount (authorization) is not the same as an actual debit - the reservation can disappear automatically within 1–5 business days.
  • If the amount was debited but no order exists, this must be verified by us.

3. When to contact our customer service

  • The amount was debited, but you did not receive an order confirmation after 1 hour.
  • Double charge of the same amount.
  • You have been waiting for a refund of a failed transaction for more than 14 business days.

4. Required information for a request

  • Email address used for the purchase
  • Transaction date and amount
  • Payment method
  • Transaction ID or payment confirmation (if available)
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