Some customers are asked to verify their identity before a card payment goes through. It is the single most common reason an order does not complete, so here is exactly what is going on.
Card payments on this shop are handled by established, regulated payment companies — not by us, and not by an anonymous processor. Which one you are routed to depends on your country and the amount. These are the providers we use, with their own privacy policies so you can read exactly what they do with your data:
If you pay with iDEAL you simply log in at your own bank, so there is nothing extra for anyone to verify.
Those providers are regulated financial institutions. European anti-money-laundering law requires them to establish who a paying customer is before they may process the payment — the same check a bank or a broker runs when you open an account.
The requirement is theirs, not ours. We cannot switch it off, and neither can they.
Usually a photo of an ID document and sometimes a selfie. It normally takes a couple of minutes and it is a one-time check — once the provider knows you, later orders go straight through.
They stay with the payment provider. We never see, receive or store your ID. All we get back is a confirmation that the payment succeeded. On our side we only keep what we need to ship your order: your name, address and what you bought.
That is completely fine. Email [email protected] and we will send you a payment link for a bank transfer or crypto instead, and handle the order by hand. Neither of those runs an identity check.
If a payment keeps failing for another reason, mail us with your order number and we will sort it out. You are never charged for an attempt that did not complete — if you see a pending amount on your card from a failed attempt, your bank releases it automatically.