This error message can appear for multiple reasons:
- If there is exceptionally high volume traffic on our website, or on a particular product
- If you're experiencing issues with your internet or network connection
- If there was a small delay/error receiving the payment.
All of these issues can cause the error message to appear, but in most cases the payment and order have been successfully received. There is just a small lag in your account updating, and receiving your order confirmation as the system rights itself after the initial error.
If you try again to place the order immediately again, it can duplicate the order and mean you're billed twice.
If you see the error message when you're trying to place an order, please do not retry the payment or place a new order to avoid risking another charge.
Please wait at least 30 minutes to allow the error to resolve itself, and for your order confirmation emails to come through.
If your order has been received twice, we are happy to help, but please bear in mind that once the order is received by our warehouse we cannot stop the order from shipping.
To help us reach your email request as quickly as possible, please select the Issue Type on our contact form as Shop Orders > Cancel/Edit orders. This will route your request to the correct team, and get your refund actioned as quickly as possible.