Problems with payment


On rare occasions when using AliPay, the order can remain in the Waiting for payment status even though the money has been deducted from your bank account. If this is your case, please contact us. For faster communication make sure your message includes proof of payment and order number. 

Changes to invoice

If you would like your invoice to be updated or changed, please contact our payment processor directly and include the invoice link or order number in your message. 

Tax/VAT refunds

If you would like to request a tax refund or VAT refund, please contact our payment processor directly and include your VAT ID. Note that VAT can be refunded within 30 days of a charge when a valid VAT ID is provided and the order is paid with a credit/debit card or PayPal.

Store error

If the payment page will return this error message, your payment can not be accepted and you will need to place a new, identical order. There can be several reasons for payment not being accepted, such as the bank declining the transaction (contact your bank prior to placing the new order to make sure the payment will go through) or failed SCA check.