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What payment methods are accepted?

To make sure you are able to successfully order the items you need, we accept the following payment options. They may vary depending on the destination country:

  • Credit/Debit card (Visa, Mastercard, Maestro)
  • Paypal
  • Paypal Pay Later
  • Paypal Credit
  • American Express

Something went wrong during my payment process.

Please check the status of your order in your account (if not checked out as guest). In case something went wrong and the status is shown as “awaiting payment” you can proceed with the payment there. You don’t need to create an additional order. Once payment is successful, we will start processing your order.

I entered my billing information incorrectly and the transaction was declined when I tried to check out. Two charges appeared on my account. What happened and what do I do?

For cardholder protection, when a credit card attempt is made but declined (perhaps due to a typo resulting in a wrong billing address entered), the following happens:

The credit card processor will decline the transaction and funds may be on hold for 2-5 business days.

Before re-entering your credit card information for a second attempt, please contact your credit card issuer to make sure all card information (including expiration date and billing address) is correct.

To request an immediate release of the held funds, please contact your credit card issuer for further assistance.

My payment was succesful but my order status still shows as 'Awaiting Payment'. What happened and what do I do?

If you paid by credit card, it may take a day or two for your funds to process, please check with your credit card provider for further clarification on the transaction. Once the funds have been released to us, your order status will change to 'Awaiting Shipment'.

If you paid by Paypal, your funds could be held temporarily by Paypal while they perform security checks, especially for transactions of a higher value. Please firstly check your Paypal account to see if this is the case. Our customer service team will also be able to check this for you if you are unsure. Once the funds have been released to us, your order status will change to 'Awaiting Shipment'.

I placed an order for a Pre-Order item. When will it be shipped?

The shipping timeframes for all pre-order items will be stated on the product page. We greatly appreciate your patience for all pre-ordered items and rest assured that as soon as our stock arrives, pre-orders will be shipped straight away. If you have placed an order that contains a pre-order item alongside something we currently hold in stock, your order will not be shipped until all items are in stock (or in other words, until pre-order stock arrives) at which point, you will receive a confirmation shipping email with your TTC.