Why Was I Charged More or Incorrectly?

Quick Answer

If a charge looks higher than expected, appears twice, or includes a fee you do not recognize, there is usually a clear reason, such as currency conversion, a bank fee, a promo code that did not apply to every item, or an exchange or shipping adjustment. We charge you in the currency you select at checkout, and your bank applies its own exchange rate if your local currency is different.

If you have checked these and still believe a charge is wrong, contact our Customer Care team with your order number and a screenshot of the charge, and we will look into it.

Why does the charge look higher than the price I saw?

A higher-than-expected charge is often explained by one of these:

Currency conversion. We charge you in the currency selected at checkout. If your local currency is different, your bank converts the amount using its own exchange rate, which can make the figure on your statement look different.
Promo code exclusions. If you used a promo code, the discount may not apply to every item in your basket. Some codes have exclusions noted in their terms.
An order change. Returns, exchanges, resends, insurance, or a return-label fee can change the amount calculated for an order.

To avoid currency surprises next time, you can select your country site using the flag in the upper corner of any page and confirm your currency in the currency drop-down before checking out.

Was I charged an international bank fee?

If you shop from outside the United States, your bank may add an international transaction fee. This charge comes directly from your bank and is outside our control, so we cannot guarantee whether it will apply. We have found that customers who shop in their own local currency seem less likely to be charged these fees, so we suggest using your local currency where possible. Your bank or card issuer can confirm any international fee on your statement.

Why do I owe a price difference or an extra payment?

If you are arranging an exchange or replacement, the amount can change because the new item costs more or less than the original. For example, if a replacement item is cheaper, the difference is typically refunded after we receive your returned package. If a replacement costs more, or another adjustment applies, we will explain the amount before you pay. Some payment links cover exchange items, shipping, insurance, or a return-label fee.

If you receive a request for an extra payment and the reason is not clear, please contact us to confirm before paying anything unexpected.

I think I was charged twice. What should I do?

A charge can sometimes appear without an order confirmation, or the same order can look as if it was charged twice. A few things to know:

A pending or reserved amount is not always a completed charge; some card issuers hold an amount briefly before releasing it.
A checkout error or "complete purchase" message does not always mean a payment failed, so a second attempt can occasionally create a duplicate.
Duplicate or overcharged payments are handled case by case. Where a charge is confirmed as a duplicate, or more than the agreed amount was taken, we refund it.

To help us check quickly, send screenshots showing both charges along with your order number or the email used at checkout.

What information should I include when I contact you?

To help us investigate a charge, please send:

Your order number, or the email used at checkout if you do not have it
A screenshot or details of the charge or charges in question
For exchange or payment-link charges, the payment order number or confirmation number
A short note on what you expected the amount to be

In what situations should I contact Customer Care?

Please reach out if:

You believe you were overcharged after checking your currency and promo code
The same order appears to have been charged twice
You were charged more than an agreed exchange, replacement, or return-label amount
You see an unexpected fee and are not sure whether it is for shipping, insurance, a return label, or an add-on
You were charged but cannot find the matching order
You are asked to pay extra and the reason is unclear

For unrecognized charges, pending holds, or international transaction fees, we also recommend contacting your bank or card issuer, as those are managed on their side.