What to do if your payment fails?

If you notice that the amount of your purchases has been debited when your payment has failed, you will be fully refunded. If, by mistake, you have made the same payment twice, you will be refunded for the second transaction. Any refund will be made within 3 to 5 working days (up to 15 days, in some rare cases).

Some suggestions to avoid payment failures:

  • Check the stability of your Internet connection ;
  • Make sure you do not leave the payment gateway during a purchase ;
  • If the payment fails, wait 1 hour before trying to purchase your item again. This may be due to a malfunction or maintenance of the platform ;
  • Try to make the paiement on a different browser or from your mobile phone ;
  • You can also try to purchase the item using another payment method.

If the failure occurs after a credit card payment:

  • Please note that for security reasons you are limited to 3 credit card transactions per 24 hours ;


    Check that you have entered your bank details correctly. You can change them at any time ;
  • Try to make the transaction with another credit card. On Clozen, we accept Visa and Mastercard payments ;
  • Contact your bank to check:
    • If you are solvent ;
    • That your bank details are up to date ;
    • That there are no restrictions on your account or that it is not subject to security constraints ;
    • That you have not reached a payment limit or an excessive number of transactions.

If despite all the checks, your problem is not resolved, contact us by adding a screenshot of the payment failure message to your message. The Clozen team will respond as soon as possible.