If you encounter a problem during the payment of your order, please try to enter it again.
There are many possible reasons for payment failure:
IP ADDRESS/WEB BROWSER
Depending on the browser you are using and its level of update, you may not be able to pay for your order. Also, sometimes, some IP ADDRESSES (the "location" of your connection) prevent online payments, especially when you are at work.
THE 3DSECURE REQUEST
All payments made during an online order on a website are protected by 3D-Secure.
In order to prevent and limit the risks of fraud linked to identity theft attempts, 3D-Secure is an interbank and secure Internet payment protocol. This protocol aims to ensure, during the online payment, that the bank card is used by its real holder.
The authentication mode differs according to the banks, but it is generally a single-use confirmation code that will be sent to you by SMS by your bank.
THE SERVER RESPONSE TIME IS TOO LONG
When your connection is not powerful enough, loading and payment initiation/validation times are sometimes too long to be completed.
This results, most of the time, in a payment failure.
When, for the reasons listed above, your attempts remain unsuccessful, the banking security systems may place your attempts under "suspicion of fraud". You should then contact your bank to verify this.
If however, you encounter an obstacle in the validation of your payment, we invite you to contact our customer service from Monday to Friday from 8:30 am to 12:30 pm and from 1:30 pm to 5:30 pm at (+33) 0 805 037 730.
You will need to prepare :
- your e-mail address
- the amount you have entered
the grouper through which you placed your order.
We will check the status of your order and if necessary, we will accompany you to place it again.