There will be one of 2 reasons for this: it could be that the items you've ordered are out of stock, or you haven't met some or all of the internal and external checks that we carry out when you place your order.
We'll always send you a notification explaining why your order hasn't been successful. In some cases this may be sent by post rather than email; please allow 3-5 days for this to arrive.
If you'd like to chat with us, our specialist team are available from 9am-5pm, Monday to Friday – just click the icon in the bottom left to open up our Support feature. If you're already viewing this article in Support, please click the diagonal arrow in the top right, next to the header.
You can also email us at firstname.lastname@example.org (please make sure you include your account number, name and address).
Please note: due to the coronavirus pandemic and the measures put in place to prevent it spreading, we have an extremely limited number of advisors available to answer your queries at the moment.