Trouble Checking Out

We are terribly sorry that you’re having trouble checking out! Depending on the error message you are receiving, we have a few steps you can follow to fix the issue: 

• Address or Phone Number Issue
• Payment Issue
• Processing Issue
• Other Issue or Steps Didn't Help

ADDRESS/PHONE NUMBER ISSUE

If a notice pops up saying that there may be an issue with the provided address and/or phone number, you’ll want to do the following: 

1. 1. Be sure to use a valid address, not a PO Box (only select locations ship via USPS).
      
      If you have a PO Box that is your billing address, the system will reject it. You can get around this by either using a different, non-PO Box as your billing address or you can go to "My Account" through your Azazie.com account and choosing "Edit Addresses" and you can edit your billing address to a PO Box there and the system should accept it when you check out. 
      
      
   2. Try inputting the phone number without dashes or parentheses. 
      
      Example: 1234567890 instead of (123)456-7890
      
      
   3. If the above doesn’t work, there could be a connectivity issue. Try refreshing the page, using a different browser (such as Chrome) and/or a different device (such as a computer instead of a phone).

PAYMENT ISSUE

If a notice pops up saying that there may be an issue with the provided payment information, you’ll want to do the following: 

1. 1. Make sure the credit card number, expiration date, security code, billing address, and zip code are correct.
      
      
   2. Try using a different card or your PayPal account.
      
      
   3. We do not recommend using gift cards to place orders as our system will not always recognize them as valid forms of payment and we cannot accept payment for try on dress orders using them. 
      
      
   4. If the above doesn’t work, there could be a connectivity issue. Try refreshing the page, using a different browser (such as Chrome) and/or a different device (such as a computer instead of a phone). 

If your payment is being declined, you may need to contact your bank. Occasionally, when purchasing from an online company for the first time, your financial institution will issue a hold on the funds if they are unfamiliar with it.

If your bank approves the payment, our processor may decline it if it does not pass the necessary security checks set up. We are not able to override the actual system to accept a payment if it won't go through.

PROCESSING ISSUE

If you clicked the checkout button and a processing symbol begins and continues for several minutes, there may be an issue with the wifi connection or the browser. Our recommendations would be as follows: 

1. 1. Try refreshing the page, or logging completely out and then logging back in.
      
      
   2. Go to “My Account” to see if the order was completed. If it is still awaiting payment, start over with a new order instead of trying to continue with the previous one. 
      
      
   3. Try using a different browser (such as Chrome) and/or  a different device (such as a computer instead of a phone). 

ADDITIONAL HELP NEEDED

If none of the steps are working for you or if you are encountering a different issue, please feel free to reach out to our customer service team with:

• • screenshots of the issue
  • a detailed description of the issue
  • whether you are on the App or the website
  • what device you're on (phone, laptop, tablet, etc)
  • the browser you are using (FireFox, Internet Explorer, Chrome)

Once we have all of that info, we should be able to better direct you and help find a solution.