Payment or invoice

I have paid, but my order is not visible.

Table of contents

  1. What you should check now
  2. Important note on reservations and debits
  3. When you should contact our customer service
  4. Required information for an inquiry

1. What you should check now

  • First check your spam and promotions folders. The order confirmation may have landed there.
  • Check whether the email address used for the order was entered correctly.
  • Check your account or credit card to determine whether the amount was actually debited or only reserved.
  • Wait about 15 minutes. In some cases, the payment and shop systems take a few minutes to fully process the order.

2. Important note on reservations and debits

  • A reservation or authorization of an amount does not automatically mean that a successful payment has been made.
  • If a payment was not completed, such a reservation may be automatically released again after a few business days, depending on the bank.
  • If the amount was actually debited but no order was created, the case must be reviewed by our customer service.

3. When you should contact our customer service

  • The amount was debited, but you have not received an order confirmation even after an hour.
  • You see a double charge for the same purchase.
  • An expected refund from a failed transaction has still not arrived even after an extended processing time.

4. Required information for an inquiry

  • Email address used for the purchase
  • Payment date
  • Transaction amount
  • Payment method used
  • Transaction ID or payment confirmation, if available
That solved my problem.