There might be a few reasons why we’re having trouble processing your order. Most of the time, the solution is to verify that all the details entered at checkout are correct, so there are no error messages. Then try again using a different browser if possible.
If you’re still experiencing some difficulties placing your order, here are some possible reasons:
1. Payment issues.
If your bank is declining the transaction, there will be an error message with the reason stated at the top of the checkout page. You might need to contact your bank to resolve this.
Using PayPal (you can checkout as a guest, so no PayPal account required) often helps if the transaction is declined.
If the card details entered the first time were incorrect, and retrying with correct details isn’t working, our suggestion would be to use a different browser or clear the cache of your current browser, and then try again.
2. Details haven’t been filled in correctly.
If a mandatory field hasn’t been filled in or the number of characters exceeds the limit, there will be an error message under the field that needs correcting.
3. The item might be out of stock.
If the pack you're trying to order is out of stock, there will be an error message at the top of the basket page, and we'll tell you about it in the Delivery section ('Sorry, we do not currently have enough stock to fulfill your order.')
You can check which packs are in stock by going back to the shop and refreshing the page. Make sure you’ve selected the correct country in the top right corner of the website, as stock availability can depend on your location.
If none of the above seems to solve the issue you’re experiencing, please take screenshots of the whole checkout page (or go to Print → Destination → Save as PDF), and email to our support superstars on [email protected], who will come to the rescue.
You will need to go back to the shop and make changes in the cart drop-down.
If you want to cancel your order or edit the address, we’re normally able to do that if you notify us within 1 hour from placing your order. Any longer, drop us a line anyway, and we’ll try our best to figure something out.
We're unable to change order contents, but if you notify us within 1 hour, we'll be able to cancel your order and issue a refund, so you can place a new order.
If you'd like to make changes to your order, please email us on [email protected] (please state in the email subject that you want to cancel/change/edit your order) or reply to the order confirmation email.
Please enter your discount code into the coupon code box in the cart drop-down, this will pop up when you add items to your basket.
If you click on the discount code link you have (whether in an email or via an ad), the code will be automatically applied at checkout. You can also apply your code manually, by popping your code into the ‘Coupon Code’ box in the cart drop-down that shows when you add items to your basket.
Oh no! Please, sign up to our newsletter where you'll be the first to know about our offers and promos! sugru.com/sign-up
We're very sorry about this! Don't worry, we're working hard on making it available again. In the meantime, enter your email address in the 'Notify me' box on the item's page, and you'll get a notification as soon as it's back in stock!