Re: Order Not Processed

Dear Julia, Thank you for reaching out to us. I'd be happy to clarify what happened. After checking, our system shows that the payment for your order #2390810NA was not successfully completed before the checkout session ended. As a result, the order expired and was automatically removed from our system, so we're unable to proceed with it. If you've noticed the amount deducted from your credit card, it's most likely a temporary authorization hold placed by your bank rather than a completed payment. These holds are usually released automatically, although the timeframe depends on your card issuer. We recommend contacting your bank for confirmation and to ask when the authorization will be removed. You're welcome to place a new order anytime on our website. To help ensure the payment goes through successfully, we recommend: Entering your full name and billing details exactly as they appear on your card. Confirming that there are sufficient funds available. Alternatively, using PayPal, which securely processes payments and can help avoid checkout session timing issues. If you have any other questions, please don't hesitate to reach out—we'll be happy to assist. Kindest, Anna x

Dear Julia, We understand why the notification from the Shop app may have been confusing. We're happy to let you know that your order has now been processed and shipped. We're pleased to inform you that your order #2390810NA has been shipped. Please find your tracking details below: Order Number: #2390810NA Tracking Number: 8038093814 Courier: DHL Tracking URL: https://www.logistics.dhl/us-en/home/tracking.html?tracking-id=8038093814 Please note that our order processing timeframe is 1-2 business days while shipping thereafter takes anywhere from 3-5 business days. Weekends, holidays and customs clearance delays may not included. If you have any other questions regarding your order, please don’t hesitate to reach out. We’ll be happy to help. For follow-ups, kindly include all your questions in one email so we can assist you more efficiently. Kindest, Bernadette