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Unrecognized charges, duplicate payments and missing refunds

If you do not recognize a charge, contact us with its date, amount and any order number you have. You may also contact your card issuer promptly through its official channels. Do not send full card details. When available, your private order page shows the statement descriptor recorded for that payment.

For a possible duplicate payment, include the order numbers, dates and amounts so we can compare the records. Do not place a second order merely because confirmation is delayed. For a missing refund, include your order number and refund reference if available. We will check whether the refund was requested, remains pending, succeeded or failed. A bank posting delay is different from a refund that has not succeeded.