Why won’t my card payment go through?
We understand it’s frustrating when a payment fails. The issue may arise from a variety of factors involving both our processing system and your bank’s verification process. Here are a few things you can check:
Ensure all your card details are entered correctly, including card number, expiry date, and CVV code.
Make sure the billing address matches the one registered with your card.
Check if your bank has placed any restrictions or flagged the transaction as suspicious.
Try using a different card or payment method, such as PayPal.
If you continue to face issues, feel free to reach out to our Customer Support Team, and we’ll be happy to assist.
I’m having trouble paying on the website
If you're experiencing problems with the payment section, we can help. To assist us in resolving the issue, please provide:
The payment method you're using (e.g., Visa, MasterCard, PayPal)
The browser you're using (e.g., Chrome, Safari)
Whether any ad-blockers are enabled
The exact products you're trying to order, including flavours and quantities
We use Stripe as our payment processor, which is fully compliant with PCI DSS (Payment Card Industry Data Security Standard), ensuring your transaction data is secure. Please ensure you:
Select the correct card type.
Enter your card number without spaces.
Match the cardholder’s name exactly as shown on the card.
Provide the correct billing address (this should match the address registered with the card).
Enter the security code from the back of the card.
If prompted for additional security through Verified by Visa or MasterCard SecureCode, this is an extra layer of protection. You’ll need to enter the password associated with your card to complete the transaction. If you’re unsure of the password or have trouble, please contact your bank directly.
Why haven’t I received my refund yet?
Refunds may take up to 10 working days to appear in your account, depending on your bank’s processing time. If it’s been more than 10 working days since you were notified of your refund, we recommend contacting your bank for further details. If you still don’t see the refund, please reach out to us, and we’ll investigate on our end.
How secure is my personal information?
Your payment information is securely handled by Stripe, our Payment Service Provider, which complies with the highest level of payment security (Level 1 PCI DSS). If you choose to save your payment details, they will be stored securely with Stripe, not on our system. Stripe uses tokenisation to keep your sensitive information safe, allowing you to make future transactions without compromising security.