Payment Issues & 3D Secure: Payment Methods, Credit Cards and Refunds – Hockeyoffice-EN

Introduction

If you are having difficulty completing payment for your order, this guide explains the available payment methods, what to do if a credit card payment fails, and how duplicate charges are handled. You will also learn how to check the status of your order payment and where to get further help.

Available payment methods

We currently accept the following payment methods:

Credit card
PayPal
Bank transfer

3D Secure process for credit card payments

We use 3D Secure, such as Verified by Visa and MasterCard SecureCode, as a security measure for credit card payments.

After entering your card details, you will be redirected to your bank to confirm the payment. Depending on your bank, this may be done using a code or by approving the payment in the app.

Credit card payments often work most easily through Google Pay or Apple Pay.

If a Forbidden error is displayed after payment, this is usually just a redirection error. The payment may still have been successful. You can tell this because the amount has been reserved on your card.

In this case, please do not place a second order. Our system automatically detects if a payment has not been received correctly.

If your credit card payment fails

If your credit card payment cannot be processed, please try making the payment again. If the problem persists, you can use an alternative payment method such as PayPal or a bank transfer. In some cases, your card provider may also need to authorise the transaction.

If you have been charged twice

If you believe that you have been charged twice for your order, we will arrange a refund within 3 to 5 working days. If the refund has not been received after this period, please contact our support team.

Checking the status of your order payment

To enable us to confirm the status of your order, make sure that your payment has been processed successfully. Once payment has been completed, your order can be prepared without delay.

Contacting support

If you need help with a failed payment or a refund, or would like to confirm the payment status of your order, please contact our support team with your order number and payment details.