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Do not pay again solely because the confirmation email has not arrived. The order, payment and email are separate records. A delayed message does not prove that checkout failed, and a pending bank entry does not by itself prove that an order was accepted.
Check what you already have
Look for an order reference on the confirmation screen, in your account if you used one, or in a saved receipt. Search your inbox and spam folder for the trading name and the approximate order time. Check the email address entered at checkout if it is shown on your receipt.
If the browser is still showing a payment in progress, give it time to finish and avoid repeated presses. Do not refresh repeatedly to try to force a second payment through.
Send a concise investigation request
Include the approximate date and time, amount, email used, product or job description and any order reference. Say whether your bank shows pending or completed. The last four card digits can help distinguish payments if the team requests them; never send the full number, security code or banking password.
- Ask us to confirm whether an order was created.
- Ask whether payment was received, still pending or unsuccessful.
- Request a replacement confirmation link if the order exists.
- Place a new order only after the outcome is clear.
If there are two bank entries
Record both amounts and times and tell us which order you intended to place. One entry may be a temporary authorisation, but do not assume that is the explanation. The team needs to reconcile the payment records before promising a refund or asking you to pay again.
If an incorrect email address was used, support may need to verify that the order is yours before changing contact details or sharing documents.
For a declined payment or expired link, use payment problems. Once you have the correct reference, use tracking your order for progress. For help with this task, contact the team with the relevant reference and the outcome you need.
Questions we get asked
Should I order again if no email arrives?
First check payment and order status with the team. An email problem does not establish that checkout failed, and repeating the purchase can create another order or payment to reconcile.
Can you resend to a different address?
Ask with your order reference and explain the correction. The team may need to verify the request before changing where order information is sent, particularly if the new address is unrelated.
What information helps locate the order?
Provide the name used, approximate order time, amount and any payment reference. Do not send full card details or passwords; a limited payment reference is enough to start checking.
Contact the team with your order reference and the step you need help with, or search all help topics.