Learn more about payment methods, failed payments, and invoices.
Who should I contact if I have a question about a Multibanco payment?
Multibanco is a payment method available only in Portugal.
By selecting this option, you can pay for your order at an ATM using the payment reference sent by Multibanco.
If you have not received your payment reference, please contact Multibanco Customer Service directly.
How can I add my VAT number to my invoice?
To ensure your VAT number appears on your invoice, simply enter it in the dedicated field during checkout.
I’ve been charged before receiving my order. Is this normal?
Yes, this is normal. Payment is taken when your order is dispatched, which means you maybe charged before your order is delivered.
If this is the case, we recommend checking your tracking information to see the latest status of your shipment.
How can I know if my order has been successfully registered?
You can check your order history in the My Orders section of your customer account.
If your order does not appear in your history and/or you have not received a confirmation email, your payment has not been processed. In that case, please try again, making sure that the information entered during payment is correct.
What should I do if I have difficulty making a payment?
If you are unable to make a payment at checkout, first make sure that the payment method you want to use is available in the destination country.
Then check that all the information entered during payment is correct.
If the problem persists after these checks, it may be related to your bank. In that case, please contact your bank first to try to resolve the issue.
What payment methods are available?
You can pay by credit card or PayPal from anywhere in the world.
To view all payment methods available in your country, please refer to the Payment method section at checkout.
What should I do if I have trouble making a payment?
If you are unable to complete your payment at checkout, please check the following first:
make sure the payment method you want to use is available in the destination country
check that all payment details entered are correct
If the issue persists, it may be related to your bank. In that case, we recommend contacting them directly.
If you are unsure whether your order has gone through, please check the "Orders" section in your customer account.
If the order does not appear in your order history and you have not received an order confirmation email, your order has not been registered and you will not be charged.
You can then try placing your order again, making sure that all payment information is entered correctly.
