Was I Charged Twice or Did I Order Twice?

Quick Answer

If you see two charges or two similar orders, the first step is to work out which one you're looking at: a duplicate payment for a single order, or two separate orders that were both placed. The two are handled a little differently, so it helps to identify which applies before contacting us.

If you're unsure, contact our Customer Care team with your order details and we'll check the payments and orders linked to your account.

How do I tell a duplicate charge from a duplicate order?

It helps to check a few things first:

• Look at your order history and confirmation emails. If you received two order confirmations with two different order numbers, you likely placed two separate orders. If there's only one order but two charges, it's more likely a duplicate payment.
• Check whether one charge is "pending." Banks and payment providers sometimes show a temporary authorization that looks like a second charge but later disappears on its own. A pending or unconfirmed amount is not always a real second payment.
• Note the amounts. Two charges for the same order may appear as separate payment records even when only one order exists.

If you're still not sure after checking, our team can review the payments and orders for you.

What if I was charged twice for one order?

If it looks like a single order received more than one payment, please contact us so we can check the payments tied to that specific order. Where there are two payments for one order, our team can keep the valid payment and arrange a refund of the duplicate.

When you reach out, include your order number and any payment references shown on your statement or in your payment account, so we can match the charges quickly.

What if I accidentally placed the same order twice?

If you placed two separate orders by mistake, contact us as soon as possible. If a duplicate order hasn't shipped yet, we may be able to cancel it before dispatch. Because orders are prepared for shipping quickly, the sooner you reach out, the more likely we can help.

If the duplicate order has already shipped, you may need to receive it and arrange a return. Our team will confirm the best option for your situation.

How will I know the duplicate was refunded?

Once a refund for a duplicate payment or order is arranged, it's returned to the original payment method. You can check your payment account or card statement for the refund related to the duplicate.

Refund timing can vary depending on your bank or card issuer, so if some time has passed and you can't find the refund, your bank or card issuer can tell you how pending and posted refunds appear on your account. If you'd like us to confirm which payment or order was refunded, just contact us with your order details.

What information should I include when I contact you?

To help us check quickly, please send:

• Your order number, or both order numbers if you placed two orders
• The email address used at checkout
• Any payment references or amounts shown on your statement or in your payment account
• A short note on whether you believe it's a duplicate charge or a duplicate order

In what situations should I contact Customer Care?

Please reach out if:

• One order appears to have been charged more than once
• You see two payment records for the same purchase
• You believe you accidentally placed the same order twice
• You'd like to cancel a duplicate order before it ships
• You received a refund but still need help with the remaining correct order
• You'd like confirmation of which payment or order was refunded

For questions about how a charge or refund appears on your statement, or whether a pending amount will drop off, your bank or card issuer is the best source for that detail.