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This can happen for several reasons, here are a few of the most common:
Your credit card was not accepted by our online store. We only accept 3D security cards.
Your order was denied for security reasons.
You’ve reached your ordering limit. Please, wait 7 days after your last successful order to make another purchase.
You didn’t verify your payment within the allotted 15 minutes, and therefore must wait 2 hours before attempting another purchase with that email address. You should have received a link to our trusted verification partner, Shufti, to upload your document or an email to collect your products.
Your refund will normally take 1-3 working days (depending on which bank you use).
These extra steps are all part of greater security measures, such as KYC (Know Your Customer) and AML (Anti Money Laundering) and they all help us to prevent fraud and theft - some serious stuff we want to help every user avoid falling victim to.
What do you need help with?
Find the answers to frequently asked questions about your order, code, payment and more.
Didn't find what you were looking for?
We do our best to provide the latest information. Every product is different, and some conditions change quickly. Please send us an email to firstname.lastname@example.org, stating the email address which you used to order from us. Provide screenshots where possible. This helps us solve your problem faster. We're available on workdays from 9 am to 9 pm and on Saturdays from 10 am to 5 pm CET.