If you've had a payment issue at checkout or cannot find your order, the information below should help you understand what happened and what to do next.
My PayPal Payment Is Pending, but I Have No Order
Occasionally, PayPal payments may not complete successfully during checkout, which can prevent your order from being processed. If your checkout was unsuccessful and your PayPal payment shows as pending, this usually means we haven't received your payment, and your order hasn't been created.
If the transaction was unsuccessful, PayPal or your bank should normally release any temporary payment authorisation automatically. The timeframe can vary, and pending funds may temporarily affect your available balance. You can check your transaction status under Activity in your PayPal account. For more information, see PayPal's guide to payment statuses.
If you're unsure whether your payment was successful, please contact us before placing another order to avoid duplicate payments.
My Payment Has Been Taken, but I Cannot See My Order
Once your order has been successfully processed, you should receive an order confirmation email. If you have received confirmation but cannot see the order in your Andertons account, please allow up to 15 minutes for your order history to update. Check your junk or spam folder if you haven't received an email.
I'm Having Problems Completing Checkout
If your payment fails or the checkout page stops responding, please try the following:
- Empty your basket and start a new checkout.
- Try a private/incognito browser window.
- Use a different browser or device.
- Clear your browser cache and cookies.
- Avoid having multiple checkout tabs open.