What you can pay with, how card details are handled, and what to do when a payment does not go through.
We accept Visa, Mastercard and American Express, along with PayPal. The checkout shows only the options that work for the country you have selected, so you will not be offered a method that cannot complete.
Card numbers are entered on the payment provider's own secure form and are never sent to our servers, which is why we cannot look up or store them. We receive an authorisation result and the last four digits.
With PayPal you complete the payment on PayPal's site and are returned here with the outcome. Refunds are issued to the same PayPal account that funded the order.
The order total is in US dollars. If your card is issued in another currency, your bank sets the exchange rate and may add a foreign transaction fee, which we neither charge nor receive.
When a card is refused we do not retry it silently. A temporary authorisation may appear on your statement after a failed attempt; it is released by your bank automatically and no money leaves your account on a declined order.
The whole site is served over an encrypted connection, and the card fields are run by a payment provider rather than by us. That is deliberate: the company that specialises in handling cards is the company that handles yours.
We can see whether a payment succeeded, the amount, and the last four digits of the card so that a refund can be matched to the right transaction. We cannot see the full number, the expiry date or the security code, and we could not look them up even for a support request.
The first step is an authorisation, which reserves the total without taking it. The charge is only completed when the parcel is being prepared to leave, so a cancelled order is released rather than refunded.
A confirmation email is sent as soon as the order is accepted, and it doubles as your receipt. Need a more formal invoice, or one addressed to a company? Ask us and we will issue it against the same order number.
Contact us before raising a dispute with your bank. A pending hold from a failed attempt looks exactly like a payment and disappears by itself; genuine duplicate charges we refund the same day.
A chargeback is handled between your bank and our payment provider. We send the order and delivery records when asked; if the claim succeeds, the amount returns to the card that paid for it.
Money goes back the way it came: the original card or PayPal account, nothing else. We cannot send a refund to a different card or pay it out in cash, because that is what prevents someone else claiming your money.
Questions about this page? Write to [email protected] and we will answer within one business day.