If you've paid but your invoice still shows as unpaid, the payment usually just hasn't finished processing yet, or hasn't been matched to the invoice in our system. It can take a little time to appear after you pay.
What to Check
- If your payment is completed successfully — make sure the transaction isn't still marked as "Pending" on your statement.
- Allow up to 24–48 hours for the status to update.
If It's Still Unpaid After 48 Hours
If you've checked the above and 48 hours have passed:
- Find your proof of payment — a PDF receipt or a screenshot of the cleared transaction.
- Email it to our Customer Experience team.
We'll match the payment to your account and clear the balance.
If You Paid by Bank Transfer
Bank transfer is arranged with our Customer Experience team for certain high-value or bespoke orders. Because these payments are matched manually, please make sure you:
- Used the correct invoice reference when paying.
- Paid the full amount — if a payment is even a little short (for example after bank fees), the invoice may stay "Partially Paid" or "Unpaid."
Then send us your proof of payment so we can match it to your account.
If you have further questions, please contact our Customer Experience team.