My order has not been processed. What should I do?

Procédure

When does this procedure apply?

This procedure applies ONLY in cases where you have sent a payment and it has had no effect.

It does not apply to cases where your payment has been refused, you have not paid or your order has been cancelled by our anti-fraud department.

For example, if you have paid by bank transfer but have not heard from us for more than 72 hours.

Procedure to follow if an order is not delivered

There are many reasons why an order may not be delivered:

• We have not received your payment
• We have received payment, but it has not been linked to your order (e.g. transfer without references)
• We have received the payment, but a technical problem has prevented it from being processed automatically

To trace a payment that has been sent but not processed, please contact the Invoicing department directly.

This department will search for your payment using the information you provide on a payment search form and will get back to you within a maximum of 4 working hours.