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My order has been cancelled even though I’ve paid – what should I do?

Order cancelled after payment?

If you chose the "Bank Transfer" payment option, your payment is processed via our partner MultiSafePay. Strict guidelines apply to ensure the payment is automatically linked to your order.

Why was my order cancelled? Our system automatically cancels orders if no payment is registered within 7 working days. Successful registration only occurs if:

  • The exact amount was transferred.

  • The payment was sent to the correct IBAN (as specified in the MultiSafePay email).

  • Only the 16-digit reference number was included in the payment description (no other info like your name or order number).

What to do if you have already paid? If your order was cancelled but you have already transferred the money, don't worry. Your funds are safe. Please proceed as follows:

  1. Contact us via our ticket form.

  2. Be sure to upload a proof of payment (bank statement or screenshot).

  3. Our finance department will manually verify the payment, and we will discuss the next steps with you.