Unknown Charges

Unknown Charges

If you notice a charge on your statement that you don't recognise, there are several possible reasons for it.

Important: Please do not send your credit card number via email, as email is not a secure transmission method.

You can review your complete order history by visiting Your Orders. If you don't recognise a charge, consider the following common scenarios:

  • Order split into separate deliveries: You may have been charged smaller amounts for each shipment. Visit your Transactions page to review the specific charges.
  • Subscription renewal: If you have an active subscription (such as a membership or recurring product), it may have automatically renewed.
  • Order placed by someone else: Check if a family member, friend, or colleague with access to your card number placed an order.
  • Other possible explanations include:
    • Additional cards linked to the same credit or debit account.
    • Orders for digital products (e.g., eBooks, online services, apps).
    • A gift order was placed on your behalf.
    • A recently cancelled or modified order. Some banks display pending authorisations even after cancellations. (See also Pending Charges for Cancelled Orders.)

If You Still Cannot Identify the Charge

Please contact us with the following details:

  • The last 4 digits of the card used (do not send the full number by email).
  • The exact date and amount of the charge.
  • Your full name, email address, and phone number associated with the account.

All personal information you provide will be handled securely and in accordance with our Privacy Policy.

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