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.
We're working really hard to prevent the spread of coronavirus, so please be aware that we have an extremely limited number of advisors available to answer your queries at the moment. If you do need to get in touch, you can open a chat with our specialist team from Monday to Friday, between 9am and 5pm.
If you're viewing this article through Answerbot, please click the diagonal arrow icon in the top right to open this page in a new window. You'll then be able to start a chat.
You can also email firstname.lastname@example.org
Please make sure you include your account number, name and address when you contact us.