Checkout & Payment

I’m Having Trouble Checking Out


I’m seeing an error when I try to check out

If you see the error: “There was a problem with your order. Please try again, if you continue to have problems, please contact support.”

Then: Review the billing and delivery information you entered and check that it’s correct. If it is correct, click Contact Support at the bottom of this page.

If you’re having trouble paying with PayPal, you should contact PayPal support.


My order is still processing

If you received an email from Etsy saying that your Unekha order is still processing, it means that your purchase is being screened by Unekha’s third party partner. All Unekhs Payments orders are screened to ensure that the orders are legitimate and to protect from possible fraud.

Most orders are processed in under 72 hours. You’ll receive a confirmation email when the review is complete.

Why is there a charge on my card if my order is still processing?

You may see a charge on your credit card or bank statement while we work to process your order. The charge will only be finalised when the purchase has been processed successfully.

My Credit Card Declined During Checkout

There are several reasons why your credit card payment may not have been processed when checking out on Unekha.

If your card still isn’t approved after trying these steps, please contact your bank or credit card provider for further assistance.

I’m trying to pay with PayPal

Credit card payments can also be processed through PayPal. If you’re using PayPal, contact PayPal directly for more information, or select a different payment method (if available).

Update the payment information for your order

If you have any Unekha account, you may have saved your information, and it may be out of date. Check:

  • Did your billing address change recently?
  • Did you get a new card with a new expiration date?
  • If you’re using your credit card for the first time, make sure you entered your card information correctly.

You can update your saved payment details:

  1. On Store.unekha.com, click My Account.
  2. Click Account settings.
  3. Click Credit Cards.
  4. Click Edit on the card you want to update.
  5. Click Save.

Authorise the transaction with your bank

Your bank may flag any unexpected activity on your account. This includes first time orders and high-value purchases, regardless of the amount of funds or credit limit available.

Your bank may require your verbal authorisation to proceed with a transaction.

Check that you’re within your daily withdrawal or purchase limit

Most banks have limits on how much money can be charged or accessed in a single day. If you reach this limit, your bank may block your account from any further activity regardless of available funds in the account.

Your bank may require you to request a higher purchase limit to complete the transaction.

If you’re purchasing from multiple shops at once, your debit or credit card will process it as one transaction. If your card isn’t approved, the entire transaction will fail. If you’ve reached your bank’s limit, you need to reduce the amount of your transaction. You can do this by moving some items to the saved for later section of your basket.

Register your prepaid credit card

If you’re using a prepaid credit card or gift card, register your personal information with the card issuer before checking out.

If you registered the card with the issuing company, you can then enter your card number, expiration date, CCV number, and billing address to complete checkout.

If you’re in the EEA: Check your security authentication answer

If you’re in the EEA, which comprises the EU, Norway, Iceland, and Liechtenstein, you may be asked to authenticate your payment when you place your order.

To authenticate a payment, you will need to respond to a prompt from your card issuer and provide additional information. Depending on your card issuer, this additional information may include a correct response to a question, a password, or a passcode.

If your answer is incorrect, you’ll either see an error at checkout or receive an email letting you know that your order couldn’t be completed. You can try to complete your order again, or try a different payment method.

Use a different payment method for your order

If you are unable to resolve the payment issue with your bank in a timely manner, we recommend trying a different credit card, or a different payment method.

If the seller doesn’t accept different payment methods, you may want to contact them directly and see if they can work with you to accept a different payment method.

Who Pays For Customs Fees?

When a package is delivered internationally, it may be subject to import taxes, customs duties, and/or fees imposed (e.g. handling fees) by the destination country. These charges are typically due once the package arrives in the destination country.

In general, the buyer is responsible for paying the additional costs such as duties, taxes, and customs clearance fees. These charges can vary widely and are often based on the price and type of item, package weight and dimensions, origin country, and the taxes, duties, and fees of the destination country.

Most sellers on Unekha can’t predict which of these fees, if any, will be applied, and Etsy doesn’t expect sellers to calculate or collect these fees or taxes.

Unekha isn’t responsible for any additional charges that may apply after a purchase is completed on Unekha.

 

How do I pay customs fees?

If your package is subject to customs fees, your package may be held at your local customs office. Contact your local customs office to find out your next steps as you may need to pay additional charges.

What Payment Methods Can I Use to Check Out on Unekha?

Some sellers accept only some of these methods.

Credit and debit cards

Sellers who accept credit and debit cards on Unekha accept most major credit issuers, including:

  • Visa
  • Mastercard/Eurocard
  • Discover
  • American Express

You may see a pending transaction on your credit card bill for a small amount. This is a pre-authorisation test to ensure your card is valid. Once your card has been validated, it will be dropped from your statement.

Your card will be saved for future purchases. You can remove or edit your saved card by going to My Account > Account settings > Credit Cards.

If you’re in the EEA

If you’re in the EEA, which comprises the EU, Norway, Iceland, and Liechtenstein, you may be asked to authenticate your payment when you complete a purchase.

To authenticate a payment, you will need to respond to a prompt from your card issuer and provide additional information. Depending on your card issuer, this additional information may include a correct response to a question, a password, or a passcode.

Unekha Gift Card or Unekha Credit

If you have an Etsy Gift Card or Etsy Credit balance, the option to pay with that balance will automatically be selected. Deselect the box if you’d prefer not to use your balance.

I don’t see this option

You need an Unekha account in order to either purchase or redeem an Unekha Gift Card or Unekha Credit.

Google Pay

Google Pay is a mobile payment service available to buyers who are shopping on the Android mobile app.

PayPal

If you choose to pay through PayPal, you’ll be redirected to a secure PayPal page and then back to Etsy to confirm the order. When purchasing using PayPal on multi-shop checkout, you can purchase from up to 10 shops in one transaction.

You may be able to pay with a card via PayPal without a PayPal account. Here’s how:

  1. Click Check out with PayPal and you’ll be redirected to PayPal. Instead of choosing to pay with your PayPal account, select Pay with Debit or Credit Card.
  2. You’ll be prompted to fill in your billing and credit card information.
  3. Enter your email address so PayPal can send you a receipt.
  4. Click Continue to return to Unekha. Your payment isn’t sent until you click Submit order on Unekha.

PayPal places restrictions on how often you can use their Guest Checkout feature. If you run into any trouble or have any questions about PayPal’s Guest Checkout, please contact PayPal directly.

As PayPal does not operate in Turkey, PayPal is not available in shops or for buyers located in Turkey. Additionally, sellers in Israel cannot currently accept PayPal payments. However you can purchase in their shops using any other available payment methods: Credit cards, Debit/bank cards, Etsy Gift Cards and Etsy Credits, Apple Pay, Google Pay, Klarna Invoice payments (for buyers in Germany), iDEAL (for buyers in the Netherlands), Sofort (for buyers in Austria and Germany).

I don’t see this option

If you don’t see this option, and you’re in one of these countries, make sure your region setting is correct by scrolling to the bottom of most Unekha pages. Click on the country and change your Region. If it’s already correct, the seller may not accept bank transfers.

Check or money order

You’ll be given the seller’s mailing address after you purchase the order.

You must have an Unekha account to pay with cheque or money order.

Other

This means the seller has some other way of accepting payment. Review the shop’s policies in the listing overview or contact the seller directly to work out the payment.

You must have an Unekha account to use this payment method.