I've Had a Double Payment Taken — What Do I Do?

First of all, please don't panic — this is something we can investigate and resolve for you quickly. There are a couple of things worth checking first before getting in touch.

Check if it's a pending authorisation Sometimes when a payment is initially declined or appears to fail, your bank may still place a temporary authorisation hold on the funds. This can make it look like you've been charged twice. These authorisation holds are not actual charges and should drop off your account automatically within 3–5 working days depending on your bank. If the amount disappears within that timeframe, no action is needed.

Check your orders Log into your Vivobarefoot account and check your order history. If you can see two separate orders placed at the same time, a duplicate order may have been created. If you only see one order, the second charge is likely a temporary authorisation hold as described above.

Still concerned? Get in touch If you've checked the above and believe a genuine double payment has been taken, please contact our support team straight away and we'll investigate and resolve it as quickly as possible. When getting in touch please have the following ready:

• Your order number or numbers
• The payment method you used
• Any reference numbers from your bank or payment provider showing both transactions

Contact our support team here

Have a Revivo order? Revivo is our pre-loved footwear brand with its own dedicated support and policies — visit support.revivo.com for help.