You placed an order but did not receive an order confirmation by email? Don’t worry! In many cases, the cause can be identified quickly.
1. Check your spam folder
Occasionally, our order confirmations end up in the spam or junk mail folder. Therefore, first check your inbox and your spam folder.
2. Check your payment
Next, check whether the amount for your order has been debited from your account.
- No debit has been made: If no payment has been debited, you can place a new order. The original unpaid order will be automatically cancelled in our system.
- Payment has been debited: If the amount has been debited but you have not received an order confirmation, you may have entered your email address incorrectly or there may have been a problem processing the payment.
Important: If the amount has already been debited from your account, please do not place a new order immediately. First contact our customer service team so that we can check your payment and order.
3. Contact our customer service team
Has your payment been debited, but you have not found an order confirmation in either your inbox or your spam folder? If so, please contact our customer service team.
Please include the following information in your enquiry:
- The order number or payment reference shown for your debit.
- The email address you used when placing the order.
Our customer service team can check your order using the payment details and help you with the next steps.
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