Money problems are the one thing we would rather you contacted us about immediately rather than waiting. Use the contact form at shftdco.com/pages/contact with your order number, or with the date and amount if you have no order number. We reply within 24 hours.
This is not the same as a refund request
Our policy on refunds is about changing your mind after a valid order. A billing error is a different thing entirely and it is not covered by that policy. If you were charged twice, or charged for something you did not order, tell us and we will look at it.
We handle these one at a time rather than by a fixed rule, because the causes vary and so does the right fix.
Two charges for one order
First check whether you actually have two orders. Open your account at account.shftdco.com and look at your order list, or search your inbox for two separate order confirmation emails.
- Two order numbers means two orders went through. Tell us straight away and we will sort it out with you.
- One order number and two charges on your statement usually means one of them is a pending authorisation rather than a real charge. See below.
A pending amount that is not a real charge
When a card is declined, or a checkout is abandoned partway, your bank can still place a temporary hold on the amount. It looks like a charge on your statement and it is not one. Holds are released automatically by your bank, usually within a few business days. We never receive that money and we cannot release it faster, because the hold belongs to your bank rather than to us.
If a pending amount is still showing after a week, your bank is the one to ask.
A charge with no order confirmation
If you see a charge from us but no confirmation email, check your junk folder and check whether the confirmation went to a different email address than the one you usually use. If there is genuinely no order behind it, tell us with the date and the exact amount and we will trace it.
What happens to entries
Entries are recorded against an order when it is paid, and they are never removed once awarded. That applies even to an order that turns out to be a duplicate, because there is no mechanism to pull entries back out of a pool without changing everyone else's odds. So sorting out a billing problem never costs you entries, on either order.
Never send payment details
Do not send your card number, the security code, the expiry date, your banking details, or any password. Your order number, or the date and amount, is all we need to find a transaction.
We will never ask you for payment details, and we will never contact you asking for payment to release a prize or a code. Any message that does is not from us.
Before you contact your bank
Tell us first. A payment dispute takes weeks and a duplicate charge is usually sorted in a day. It also cannot recover entries, because entries are never removed. Give us the chance to fix it and we will.