If you have made a payment via the Ruxley Manor website, but you have not received a confirmation email from us, it is likely we have not received your order. (although if you think you have entered the wrong email address please contact us).

Reasons why an order may have failed:

1. 1) You may have entered an incorrect Billing Address. Your Billing Address MUST be the address your card is registered to. At checkout we ask for both your Billing Address AND a Delivery Address. (if you want the goods delivered to somewhere different to your Billing Address)
2.  
3. 2) If you are using “Autofill”, ensure the details entered are in the right place and match what we are asking for on the website.
4.  
5. 3) Have you moved house recently? If so, does the address you are using as your Billing Address match the address your bank has on file for you? If not, please contact your bank.
6.  

If you have tried to place an order and it has been unsuccessful, you will have a “Pending” payment on your card from us. You may have more than one of these depending on how many times you have tried to place an order unsuccessfully.

Pending payments are transactions we have been unable to process. This may be because some of the details you have entered at the checkout stage do not match the details your bank has on record for you. 

Ruxley Manor are not able to intervene with these pending payments and they will typically stay as pending for 3-7 days (sometimes up to 14 days) and will then disappear from your payments cards pending statement.

If you need further assistance with a payment, please contact us via the “General Query” button above. We will typically aim to respond to these enquiries within 3 working days.