Failed Card Payments


We have recently received a couple reports of customers using certain credit/debit cards encountering issues with order payments failing. We have spoken to our online payment provider and, in the instance this issue effects you, we have some guidance below which should help you rectify the issue. Please note a failed payment is not due to our bank provider but your own card provider's restrictions. 

First, to clarify, if for any reason the payment fails when checking out or does not go through successfully rest assured that no money will be taken from your account. As our store is fully PCI compliant all input information and activity is heavily encrypted and your card information is not seen or stored by us as a store at any time. Our payments are handled by the merchant services provider, Stripe, which is one of the worlds largest online payment providers powering a huge percentage of the internet and almost all stores using the Shopify platform.

Common reason the payment fails:

When making a purchase online from a new company and or a company outside of your local region/ overseas your bank may flag the activity as unlike your normal spending behaviour. If this occurs for you then your bank will likely block the payment until they either hear from you advising it is intentional, or they will contact you themselves to ask if the purchase is intentional. 

This is the reason behind 99% failed card payments as unfortunately modern banking practices have not yet caught up with the changes in online shopping in the global community.

How to resolve the problem:

Call your credit/ debit card provider/ bank and ask them why they are blocking the payment. They will likely just need to hear from you to confirm you are indeed trying to make the purchase, otherwise they will advise you as to their reasons.

If the steps above don't solve the problem then we would recommend trying a different method of payment or contacting us. We will strive to help and assist with any such issues however, please do ensure you contact your card provider as a point of first contact as this will be our primary advice to you.