Why was my order declined?

If your order has been declined, it means we were unable to successfully process your purchase.

This can happen for a number of reasons, and we understand it can be frustrating.

Common reasons an order may be declined

Your order may be declined due to:

• An issue with the payment method (e.g. card verification failure or insufficient funds)
• The order not meeting minimum spend requirements for a promotion or offer
• Gift with purchase conditions not being met
• Suspicious activity detected by our fraud prevention system, which is in place to protect our customers and store

What happens if my order is declined?

If your order is declined, you will receive an email notification advising you of this.

If you believe your order was incorrectly declined, please reply directly to that email so our Customer Service team can review and assist you further.

What happens to my payment?

When an order is declined:

• The payment is typically placed in a pending status by your bank
• We do not capture or receive the funds for declined orders
• This means there is no refund process required on our end

Depending on your bank or payment provider, the pending transaction may temporarily appear on your account before disappearing.

Please allow up to 10 business days for the funds to be released back into your account, depending on your financial institution.