If your payment has been declined, don’t worry, there are a few simple things you can try before reaching out for help.
Credit/Debit Card (including Apple Pay & Google Pay)
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Has your card expired? Double-check the expiry date.
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Are your card details correct? Make sure the card number, expiry date, and 3-digit CVC code are entered correctly.
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Were you asked for your CVC code? If not, your billing information may be incomplete (e.g. title, name, or address).
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Does your billing address match your card provider’s records? Even a small mismatch can cause a decline.
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Do you have sufficient funds available on the card?
PayPal
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Is your PayPal email address entered correctly?
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Does your billing address match the one linked to your PayPal account?
New Look Gift Card
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If you receive an error when applying your gift card, it may be:
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Expired
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Not yet activated
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You can check your gift card balance here.
Klarna
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Is your Klarna account information complete? Sometimes missing details (like your title: Miss, Ms, Mrs, Mr) can cause payment issues.
See how to update your details. -
Still not working? Klarna may decline a payment for other reasons we don’t control.
Contact Klarna directly.
General Payment Tips
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Some payment methods may require you to verify your identity using an app, text, or phone call.
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If you're using a browser, make sure pop-ups are enabled — these may be needed for authentication.
Still Having Trouble?
Important: If a message asks you to contact us and none of the above tips have helped, please avoid trying to place the order multiple times. This can result in multiple pending charges on your account.
If you've checked everything and still can’t complete your purchase, please get in touch with our team. We’re happy to help!