I paid, but my order doesn’t appear.

1. What should you check first?

• Check your email inbox as well as your spam and promotions folders.
• Look for an order confirmation email sent by our store.
• Make sure the email address entered during payment is correct.
• Wait a few minutes after making the payment, as the confirmation may sometimes arrive with a slight delay.

2. The payment appears in my bank account

A transaction visible in your bank account does not always mean that the order was created successfully. Depending on the payment method, it may also be an authorization or a transaction still being processed.

If you cannot find an order confirmation, avoid making a second payment for the same order right away. First check the status of the original payment.

3. When should you contact us?

• The amount has been debited, but you have not received any order confirmation.
• You have been charged twice for the same order.
• The payment appears to be complete, but no order is visible.
• You are still waiting for a refund for a transaction that did not go through.

4. Information required for your request

• Email address used for payment
• Order number, if available
• Payment date
• Payment method
• Payment amount