When you have entered your payment details and placed an order on our site, your bank will place an authorisation against that full order amount in your account. This will show as a pending amount on your statement but will not actually be taken by us.
If we have to cancel any items from your order, we need to issue a separate authorisation. This is because the money we actually need to take will be less than the amount which was originally authorised by your bank. This is why in certain circumstances it appears that you have been charged twice for your order. You may see two separate authorisations in that case, but we will only take the money from your account once we have processed your order.
As soon as we process the payment, we automatically send information to your bank to ask them to release any outstanding authorisations. This process can take up to five days depending on your bank's procedures. For orders placed from overseas this may take longer. Please contact your bank for additional details if you think this has happened to you.