FAQs

What Is A Pre-Order?

A pre-order is the reservation of an item that is not yet available for sale but will be soon. Pre-order items are shipped upon the arrival of the products in the warehouse within the time that is stated on the item’s purchase page.
In pre-order purchases, credit cards are debited at the moment the order is placed. Regarding order with available items and pre-orderable items, shipment will happen in 2 different phases: available merchandise will be shipped with standard shipping methods. Pre-orderable items will be shipped right after items are available in stock

Why Has My Payment Been Declined?

After the authorization, a transaction can still fail. If the transaction fails after authorization the funds will still be reserved on your bank account. Although they have not been debited, they may appear to have been collected. Please note that after authorization the reserve can last up to 30 working days before it is lifted. This may change depending on banks and credit providers.   

The reasons for such failure may simply be:
- The card limit has been reached
- The card information entered is wrong
- The card reached the maximum number of charges allowed in a period
- The billing address does not match with the cardholder details
- The card does not allow international transactions
- The card does not allow online transactions
- Depending on the country in which you are located you might have to call your bank to authorize your credit card for online, cross-border or overseas transactions. 

In other cases, the reasons are less obvious and may relate to the ever-increasing fraud prevention and other security measures implemented by credit card companies to protect the cardholder against card abuse.

How Can I Track My Order?

When the order will be tendered to the courier, you will receive an email from the courier providing the tracking number (AWB) related to the order. To monitor the status of your order, you may visit the courier website and insert the AWB number in the “track your shipment” area.