My payment was declined, what should I do?
1. Place your order again
If your payment has been declined, then you'll need to place your order again. We're not able to reinstate an order once the payment has been declined.
2. Make the relevant checks
To help ensure your order is not declined when placing a new order we suggest checking the following:
- Make sure you enter the security code correctly - that's the three digit number on the back of your card.
- Your card issuer may have declined your payment - as they don't tell us the reason for this, it's best to check with them or contact your bank.
- If you've checked all of the above, try paying with another card.
3. Next steps
If your payment has been declined through the 3D secure security measures you’ll need to contact your bank for further information.
Whereas, if you've received an error message, please contact our Customer Care team with as many details as you can about the issue - including the error messages you receive, and we'll try to resolve it as soon as we can.
How do I use my Gift Certificate to pay for an order?
To pay for an order with a Gift Voucher, you have two options:
Option 1 - Any vouchers already linked to your account will be automatically discounted at checkout. A gift voucher gets linked to your accout if there's credit leftover from it being used once before.
Option 2 - Enter your Gift Voucher code at checkout.
When you get to checkout, enter your voucher code in the Coupon/Gift Certificate field provided. The total amount will automatically be deducted from your order.
Don't forget...
The voucher can only be used in the same currency as it was bought in - double check you're shopping in the right currency.
If you're spending more than the value of your gift voucher, you'll need to pay the extra using another payment method in the usual way.
If you're spending less than the value of your gift voucher, the credit will stay on your account for you to spend later, ready for you to use on your next order.
There is no expiry date on our gift vouchers.
Can I use my in-store Gift Certificate to pay for an online order?
As of November 2023, our new plastic carded Gift Certificates can be used both in store and online.
If you have an older (cardboard) gift certificate you can return the physical gift voucher to us, and we can exchange for store credit. Please include the email address your Vibes & Scribes account is registered to.
How can I get an VAT invoice for my order?
Please get in touch with our customer care team with your order number and we'll arrange for one to be sent to you.
How can I pay for my order?
You can use any of the payment types listed below to pay for your order. We take your security very seriously, therefore your details are safe with us.
We also take fraud very seriously too, so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer. To better protect our customers when making online payments by card you may be presented with 3D secure security measures when paying. This is dependent on your bank issuer and may require you to enter a password or get a security code via email or phone.
When will I be charged for my order?
If your card is authorised, payment will be taken immediately and you will receive an email confirming that your order has been successful.
If your card is not authorised, payment will not be taken and we'll let you know at checkout that your bank or card issuer wouldn't authorise the payment.
Please remember that even if a payment isn't authorised, it may look as if Vibes & Scribes has taken the money due to some card issuers placing a hold on your account for a short period.
How do I use PayPal to pay for my order?
To pay with PayPal, you'll need to set up a PayPal account on the PayPal website. It only takes minutes to open a PayPal account and it's free.
It will then appear as a payment option at the checkout.
Why pay with Paypal?
- It's safer: shop at thousands of websites without sharing your financial details.
- It's faster: with no need to type in your card details, you can check out in a few clicks.
- It's easier: all you need is an email address and password to pay online.
I've lost my gift voucher, how can I get a replacement?
Contact our Customer Care Team with the following details and they will do their best to replace it for you:
- The order number you received when you ordered the gift voucher or the email address registered to the account the voucher was ordered from
- The value of the gift voucher
- The email address the gift voucher was sent to
Treat your Gift Card like cash. If it gets lost, stolen, or damaged, we are unfortunately unable to replace it.
I've bought a gift voucher, can I cancel or return it?
Online Only Gift Certificates are non-refundable. In-Store Only Gift Certificates can be returned like any other order,
If you gave us an incorrect email address, we can change that for you and send you or the recipient another one.
Can you tell me about your online security policy?
Our customers' security is really important to us and we're committed to ensuring we keep our customers safe. In order to do this, we perform security checks on some orders.
In the unlikely event of unauthorised use of your card or payment method, you must report the transaction to your payment provider. We also recommend that you contact us – just get in touch with our Customer Care Team.
Are my details safe when ordering online with you?
It's safer than it's ever been to place an order with us.
We use one of the most secure online ordering systems on the market, and are constantly researching and improving our software to make sure we offer the highest possible security at all times.
We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it.
This technology includes the following features:
- Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure.
- Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server.
- Data Integrity - this checks the data being transferred to ensure it has not been altered.
In the unlikely incidence of unauthorised use of your card you must report the incident immediately to your credit card provider in order to qualify for security protection.
Will my parcel be charged customs and import charges?
In most cases, any customs or import duties are charged once the parcel reaches its destination country.
You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel (this also applies to retail & wholesale customers).
Vibes & Scribes has no control over these charges and we can't tell you what the cost would be, as customs policies and import duties vary widely from country to country.
It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.