Why is my order cancelled?

Order Cancellations & Payment Processing Issues

If any part of your order is cancelled, you will receive an email confirming the update.
You are only charged for items that successfully ship.
Once an order—or any portion of it—is cancelled, it cannot be reinstated. A new order must be placed to repurchase the item.

Très Elite does not place items on backorder.

Below is a comprehensive guide detailing every realistic reason an order may be cancelled, written in a premium, high-clarity format.

1. Common Reasons for Order Cancellation

1.1 Item Unavailable During Fulfilment

Even after an order is placed, an item may become unavailable due to:

Damaged or defective stock discovered during final inspection
Physical inventory not matching system stock
Supplier shortages or last-minute production gaps
Items failing internal quality checks
Sudden product discontinuation

We always attempt to source the item from every available fulfillment location.
If all attempts fail, the item (or your entire order) must be cancelled.

1.2 Payment Processing Issues

Your payment can fail, decline, or remain unverified for several reasons.

PayPal-Related Issues

Guest checkout limit reached
Unverified PayPal email
Temporary account restriction
PayPal’s fraud filter blocking the transaction

Solution: Log into PayPal or contact PayPal Support.

Bank or Card Issuer Issues

Insufficient funds
Incorrect card details
Expired or blocked card
Daily/monthly spending limit reached
Bank flags the transaction as unusual
Cross-border or foreign-currency restrictions
Temporary security hold

Solution: Contact your bank or try another payment method.

Verification Issues (3D Secure / OTP / Pop-Up Blocker)

Authentication may fail if:

Pop-ups for bank verification are blocked
Verification window is closed prematurely
VPN/proxy interferes
Device time/date is incorrect (very common for OTP failure)
Firewall or antivirus blocks the authentication page
Bank’s one-time code fails or expires

Solution:
Enable pop-ups → Turn off VPN → Retry verification → Use another card if needed.

Fraud & Security Filters

Our system, the payment gateway, or your bank may decline a transaction due to risk indicators.

IP / VPN / Region Mismatch

Use of a VPN
IP address from a different country
Device location inconsistent with billing address
Sudden network or IP change mid-checkout

Suspicious Behaviour Patterns

Multiple payment attempts
Large order from an unfamiliar device
Public or unsecured Wi-Fi
Rapid repeated checkouts
Frequent cart modifications

Address or Country Risk Indicators

Billing/shipping mismatch
Delivery to high-risk regions
PO Box where PO Boxes are not supported
Countries affected by sanctions or restricted trade

Solution:
Disable VPN, use a stable device, match billing details exactly, and retry.

1.3 3D Secure Authentication Failure

Many banks require a second verification step (3D Secure).
If the verification is not completed correctly, the order is cancelled automatically.

To resolve:

Allow pop-ups
Complete the full authentication screen
Contact your bank if the OTP does not arrive
Use a different card if the issue persists

1.4 Product Cannot Ship to Your Location

Some items cannot be shipped to certain destinations for legal or logistic reasons.
Cancellations may occur before shipping if any apply.

Courier & Logistics Limitations

Courier does not service your address
Route temporarily suspended
Worker strikes or labour disruptions
Air-transport restrictions
Peak-season or holiday congestion

Product-Level Restrictions

Oversized or overweight items
Fragile or delicate goods
Items classified as hazardous (e.g., lithium batteries, aerosols)
Goods requiring temperature control

Legal, Customs & Import Restrictions

Country bans on certain product categories
Local customs prohibitions
Sanctions or government trade rules
Required documents not supported by your region

Country Instability or Global Events

War, conflict, or civil unrest
Natural disasters
Border closures
Pandemic-related suspensions

Address-Type Restrictions

PO Box not eligible for courier delivery
Incomplete or unverifiable address
Inaccessible or remote destination

If any restriction applies, checkout may fail or the order may be cancelled during processing.

2. Special Orders, Custom Items & Pre-Orders

This includes:

Personalized/customized items
Bespoke pieces
Made-to-order items
Limited-quota pre-orders
Bulk or specialty requests

These products follow stricter rules because production begins specifically for you.

2.1 When a Special Order May Be Cancelled

A special-order item may be cancelled only under the following circumstances:

Vendor experiences material shortages
Factory announces delays or reduced capacity
Item fails quality inspection
Product is discontinued
Pre-order quota is filled
Payment fails or verification expires
Shipping becomes restricted or unavailable
Customs or import laws change
External events occur (strike, closed border, political instability)

You will be notified immediately if this happens.

Refund Handling

Authorization only: voided instantly
Captured payment: refunded in full

If your order includes bespoke pieces, custom items, made-to-order products, pre-orders, or bulk requests, please note that certain pre-order campaigns may close once full capacity is reached, and additional units may not be accepted unless stated otherwise.

2.2 When a Special Order Cannot Be Cancelled

Once production begins, special orders become final sale because:

Materials are purchased specifically for your item
Factory slots and labour time are allocated
Production schedules cannot be reversed
Pre-order quantities are reserved months ahead

Cancellation is only possible if initiated by us due to supplier or operational issues.

2.3 If the Cancellation Was Our Fault

If we cancel due to an internal or vendor-related issue, you may receive:

✔ Full refund
✔ Priority placement in the next batch
✔ Store credit or a compensation coupon
✔ A “no return needed” resolution (case-by-case, rare)

2.4 Pre-Order Quotas & Capacity Limits

Your pre-order may be cancelled if:

The quota fills before payment verification
Vendor reduces expected production quantity
Materials become unavailable
International shipping lanes shut down
Production becomes unsafe or inoperable

You will receive an email notification and refund/voided authorization.

2.5 If You Believe Your Special Order Was Cancelled Incorrectly

We will manually review:

All payment attempts
Address verification
3D Secure logs
Vendor capacity at that time
System flag reasons
Courier restrictions

If determined to be an error, we will assist you in placing a new order with priority handling.

3. Important Information About Cancelled Orders

Cancelled orders never leave the warehouse
You are never charged for unshipped items
Any bank hold is a pre-authorization, not a charge
Release of funds is triggered immediately on cancellation
Your bank controls how quickly the credit appears

4. Reordering After a Cancellation

Before placing a new order:

Ensure sufficient balance
Enable pop-up authentication
Turn off VPN/proxy
Enter a complete, deliverable shipping address
Match your billing address exactly
Use the same device and network
Try another card if needed

Once the payment succeeds, a new order confirmation will be sent automatically.