If you’re having problems with online checkout, please check the following:
- Make sure you do not have multiple tabs open on the website. If there are different things happening on different tabs when the same online basket is open, this can sometimes confuse the website.
- If you are an overseas customer and having trouble paying it may be worth checking the see if you have any foreign characters (ö à è ì ò ù) in either your name or your address, as sometimes our system will not recognise them. If you do, try replacing them with the unaccented equivalent and try again.
- If you are paying using a credit or debit card, please make sure the card is registered for online use via Internet Authentication (see below).
What is Internet Authentication?
Internet authentication (i.e. Verified by Visa) is an online security feature that most banks use in order to protect the payer and the payee against fraudulent online activity. When you pay, a box will appear in your browser (usually from your card issuer) asking you to input a password. This feature is becoming increasingly common; if it doesn't work for you, you'll need to contact your card provider.
Payment has left my account but I can't see my order
Due to the high value items we sell our online payment security system is highly sensitive. If you have submitted your order successfully through the website but received a notification from us that your payment has not been accepted, please contact us to discuss alternative payment options.
Please note that if a payment is authorised by your bank but is not accepted by us, your bank may hold the funds in your account for a short while (they will appear as “pending”). After each unsuccessful payment attempt the funds will automatically be returned by your bank to your account.
If this happens, no funds will have been taken by us for the purchase. If you are struggling to get the funds back please speak to your bank.