Why is my order cancelled?
Orders, Payments & Transaction Review
Order Cancellations & Payment Processing
Orders may occasionally require cancellation, adjustment, or additional payment verification before fulfilment. This guide explains the cancellation window, common payment issues, pending authorizations, merchant-initiated cancellations, and the steps required to place a replacement order.
60 minutes Cancellation or order-change request
90 minutes Shipping-upgrade request
Original method Approved payment refunds
Written confirmation Required before a request is effective
1
Cancellation & Order-Change Window
Submit requests promptly before automated processing advances.
Cancellation or Order Correction
Requests to cancel an order or correct an address, product, size, colour, variant, or quantity must be submitted within 60 minutes of placing the order.
Shipping Upgrade
A request to upgrade the shipping method must be submitted within 90 minutes of placing the order and is subject to availability, approval, and payment of any additional charge.
A request is not effective merely because it was submitted within the applicable window. Cancellation, correction, or upgrade is confirmed only when we provide written approval. Once sourcing, production, preparation, packaging, or fulfilment has begun, a change may no longer be available.
2
Why an Order May Be Cancelled or Adjusted
An order may be affected before shipment for operational, payment, compliance, or availability reasons.
Product & Fulfilment Reasons
- Inventory or supplier availability changed
- The product was discontinued or allocated elsewhere
- An item failed inspection or quality review
- A material, component, or production slot became unavailable
- The product cannot be shipped to the destination
Payment & Order Information Reasons
- Payment authorization failed or expired
- Billing or delivery information could not be verified
- The address is incomplete, restricted, or undeliverable
- The order triggered a fraud-prevention review
- Legal, customs, sanctions, or carrier restrictions apply
When only part of an order is affected, the unavailable line item may be cancelled while the remaining eligible items continue through fulfilment. We will provide an order update when a cancellation or material adjustment occurs.
3
Payment Authorizations, Charges & Refunds
A pending authorization is different from a completed charge.
Pending Authorization
A bank or payment provider may temporarily reserve funds while verifying the transaction. If the payment is not completed, the pending authorization normally expires or is released according to the provider’s own processing schedule.
Captured Payment
If a completed payment is later adjusted because we cancel an undelivered item or order, any approved refund is issued to the original payment method. Posting time is controlled by the payment processor and financial institution.
A pending amount may remain visible after cancellation even when no final charge was completed. Très Elite cannot manually remove a bank authorization from your statement or control when your bank releases it.
4
Declined or Unverified Payments
Review payment and billing details before attempting checkout again.
Card or Bank Review
- Confirm the card number, expiry date, and security code
- Match the billing address to the issuer’s records
- Confirm sufficient available funds or credit
- Ask the issuer about international or online transaction blocks
- Complete any banking-app or 3-D Secure approval
Browser or Verification Review
- Allow required verification windows or pop-ups
- Do not refresh or close the authentication screen
- Use a stable private connection and one device
- Disable a VPN or proxy if it interferes with verification
- Confirm the device date and time are accurate
Repeated payment attempts can trigger additional issuer or gateway review. Pause before retrying and confirm the cause with the bank or payment provider when the same error continues.
5
Fraud Prevention & Security Screening
Some orders require additional review before fulfilment.
Payment processors and our order systems may review transaction consistency, billing information, delivery information, device signals, payment history, and other risk indicators. An order may be delayed, declined, or cancelled when verification cannot be completed satisfactorily.
Helpful Practices
- Use your correct legal name and billing information
- Enter a complete deliverable address
- Use a payment method you are authorized to use
- Respond promptly to legitimate verification requests
Information We Cannot Provide
To protect customers and payment systems, we may be unable to disclose internal fraud rules, risk scores, screening logic, or detailed security signals.
Never send a complete card number, security code, online banking password, or one-time verification code through email, chat, or a contact form.
6
Custom, Made-to-Order, Pre-Order & Bulk Purchases
Special-order commitments may begin soon after payment is accepted.
Customer-Requested Cancellation
Submit any cancellation or specification-change request within the stated 60-minute order-change window. After materials, supplier commitments, production, artwork, personalization, or allocation has begun, cancellation or modification may no longer be available.
Merchant-Initiated Cancellation
We may cancel or adjust a special order when production, material supply, quality, legal, customs, payment, carrier, or destination requirements make fulfilment unavailable or impracticable.
Product-specific quotation, invoice, pre-order, customization, wholesale, or final-sale terms take priority when they were disclosed before purchase. Any approved refund, replacement, store credit, or alternative arrangement must be confirmed in writing and is assessed case by case.
7
Placing a New Order After Cancellation
A cancelled order cannot normally be reactivated.
1
Review the Cancellation Notice
Confirm whether the issue involved payment, address, availability, verification, or shipping restrictions.
2
Correct the Underlying Issue
Update the billing or delivery information, contact the payment provider, or choose another eligible product or service where appropriate.
3
Submit a New Checkout
A replacement order requires a new transaction and new order confirmation. Previous inventory, pricing, promotions, and delivery estimates are not guaranteed.
8
Contacting Support
Send one complete request so the order can be reviewed efficiently.
Include These Details
- Order number
- Customer name and email address
- Requested cancellation or correction
- Payment error message, if applicable
- Screenshot with sensitive payment data concealed
Support Hours & Response Time
Mondays and Fridays:
10:00 a.m.–3:00 p.m. Pacific Time
Tuesdays through Thursdays:
10:00 a.m.–2:00 p.m. Pacific Time
Closed on weekends and observed British Columbia statutory holidays. Please allow up to 72 hours during periods of high contact volume.
Do not reply to automated order or payment notifications. Those mailboxes are not monitored for customer-service requests. Use our official contact form or website live chat.
Need Help With a Cancellation or Payment?
Send one complete request with your order number, the requested action, and any relevant non-sensitive error information. A request is effective only after written confirmation from our team.