FAQ
Payment Issues
The most common problems during checkout are often caused by incorrect or incomplete information. Before proceeding, we recommend double-checking the following:
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Card type — Make sure your card is one of the accepted payment methods.
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Online transactions enabled — Check with your bank or your online banking profile to ensure your card is enabled for online payments and does not have specific limits or blocks.
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Insufficient funds on prepaid cards — Ensure there is enough balance on your prepaid card before making an online transaction.
If the problem persists, please try a different payment method or contact your bank for further assistance. You can also reach out to us for support.
Order Issues
Clear browsing data or use Incognito mode — Corrupted or outdated cookies can sometimes prevent secure online transactions from completing. We recommend trying the following:
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Clear your browsing data — Use CTRL+SHIFT+DEL (Windows) or Command+Shift+Delete (Mac) to clear cache and cookies, then reload the page.
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Try a different browser — Switching to another browser can resolve temporary compatibility issues.
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Use Incognito/Private mode — This mode does not use existing cookies or save browsing data.
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Google Chrome: CTRL+SHIFT+N (Windows) or Command+Shift+N (Mac)
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Mozilla Firefox: CTRL+SHIFT+P (Windows) or Command+Shift+P (Mac)
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Before proceeding in Incognito mode, save your cart and log back into your account from the private window to complete the payment. If the issue persists, please contact our support team.
Order Not Completed
Your order has not been completed because the corresponding payment was not successfully received. Our online payment provider initially authorized the transaction and then automatically refunded it due to reasons such as incorrect details (cardholder name/billing address) or other verification issues.
For payments declined by the system, refunds are issued automatically and typically take 3–5 business days to appear. These timeframes depend on your bank or card provider and cannot be expedited.
If you need assistance, please contact our support team with your payment attempt details.
“I Haven’t Received My Guide Yet”
If a transaction appears on your account, please take a screenshot of the transaction details and send it to our Customer Support along with all relevant information and the transaction number.
You can reach us via Customer Support.
Order Completed with Double Transaction
Our payment provider accepts only one payment per order number, so once the order is completed, only a single payment is charged.
It’s likely that our online payment provider initially authorized and then refunded an earlier attempt (for reasons such as incorrect billing details) until the information was entered correctly—resulting in just one successful transaction.
As noted above, refunds in these cases are processed automatically and may take 3–5 business days to appear. If your statement shows more than one transaction, please contact our Customer Service.
Prices and Currency
Our payment system accepts payments in euros (€), and all prices are displayed in €.
If you pay in a different currency, your bank or payment provider will first convert the amount into euros automatically. Alternatively, you may check approximate prices in your local currency using any free online currency converter. Please note that we cannot guarantee the converted amount will exactly match the total shown on our website, and we are not responsible for any discrepancies due to exchange rates or fees.
Accepted Payment Methods
Our payment system accepts all major credit, debit, and prepaid cards from the following networks: Visa, Mastercard, PostePay, PostePay Evolution, Maestro, Visa Electron, and American Express.
You can also pay with PayPal.