Steps
- Approve the 3-D Secure prompt in your banking app as soon as it appears. With BLIK, the code is valid for only 2 minutes — confirm the payment in your bank app straight away.
- If you ordered from the Facebook or Instagram in-app browser, open the shop in your normal browser and try again.
- Try another method: a different card, Apple Pay / Google Pay, or cash on delivery.
- Place a new order. No confirmation email = no order was created, so a new order is not a duplicate.
If / Then
- Money "disappeared" but no order → it's a bank hold, released within 1–3 business days. If it's still there after 3 business days, write to us with the amount and the date and time of the attempt; we send you the payment reference so your bank can release it.
- You received an order confirmation but also a "payment failed" message → the order exists; write to us and we check it.
- The courier sent you an SMS with a link to pay for a cash-on-delivery parcel → that is the courier's normal COD process (DPD, PPL, DHL, SPS all offer it), not a scam. You can also pay the courier in cash or by card at the door. Never pay anything to us separately.
- Your bank declined the card → ask your bank to allow the transaction, or use cash on delivery.
What we need from you
- Only if a hold hasn't been released after 3 business days: the amount and the date and time of the attempt.
Notes
- The checkout shows the price including delivery; paying by card removes the COD fee.
- You don't need to send us your device, browser or screenshots — we can see failed attempts on our side.