If your order still shows as unpaid directly after you’ve made a bank transfer, this is usually normal. SEPA bank transfers can take several business days to arrive and be identified.

If your order still shows as unpaid

Please wait 5 days business days first.

If your payment still hasn’t been confirmed after that, we may ask you for one of these documents:

• A bank statement showing the payment left your account, including your own bank account number and the bank account you paid to.
• A bank confirmation letter

We’ll use this to investigate your payment.

Why a bank transfer may be returned

Your payment may be returned if:

• The transfer wasn’t sent as a SEPA Credit Transfer
• The payment wasn’t sent in euros (€)
• The payment reference was missing or incorrect

If your payment is returned, you’ll need to start the payment process again.

How to pay again after a returned transfer

You can try again using the same bank details, or we recommend choosing a different payment method.

If your SWIFT transfer wasn’t returned

SWIFT transfers can’t be processed and are normally returned automatically.

If your SWIFT transfer hasn’t been returned, contact us and provide a bank letter confirming that the transfer wasn’t rejected including:

• confirmation that the transfer was successfully sent
• confirmation that it was not rejected
• confirmation that it was not returned / not bounced back
• the transfer identifiers needed to trace it, such as date, amount, currency, sender account, beneficiary account, and SWIFT/transfer reference

We’ll then investigate this with our payment provider.

Important to know

• SEPA bank transfers aren’t instant and can take several business days
• Orders may continue to show as unpaid while the payment is being processed
• If the payment reference is missing or incorrect, we may not be able to match the payment to your order
• SWIFT transfers aren’t supported

Still need help?

If 5 business days have passed and your payment still hasn’t been confirmed, contact us and share proof of payment so we can look into it.