We do understand that things can go wrong sometimes. To help you resolve this, here are a few reasons why your Uccello Kettle order may not have been successful:

• Incorrect debit/credit card details: If you have made any wrong entries or have submitted the wrong information, then your purchase of the kettle will not go through.

Always make sure that the information you have entered matches what is on your debit/credit card before clicking ‘place order’. Not to worry, this just means your order didn’t go through. Just double check your information and try again.

• Added space/gaps where there shouldn’t be: It can happen to us all. We hit the space bar one too many times before or after a sentence or there is an added space when we copy and paste our information in. This can happen when pasting in addresses or postcodes. These added spaces can upset the flow of your order process.

Not to worry, you just need to make sure that there isn’t an added space before your text/numbers or after them and all should move smoothly.

• Missing mandatory fields (Indicated by the *): You won’t be able to go to the next step of the checkout process if you have not filled in all the mandatory fields within the delivery form.

Mandatory delivery fields include:

• First name
• Last name
• Email
• Address Line 1
• Address Line 2
• Town/City
• Address Line 4
• Postcode
• Phone number
• Incorrect email address
• Incorrect billing details

• Clearpay issues: You may be restricted from using Clearpay if you have any outstanding payments that have yet to be settled.

If you are a first-time user of Clearpay you can only make 1 order at a time. This could affect you if you recently made a purchase with Clearpay on another website and have immediately come to the Uccello Designs website to make a purchase.

• Technical Issues: This can happen from time to time. We appreciate your patience and would ask that you let us know of any issues you have come across on our website via the chat bubble to the bottom right of the screen or by contacting our Customer Care Team directly.

• Strong Customer Authentication issues: Since 2019, strong customer authentication or SCA, has been a requirement for all payment service providers like your bank. This means that all electronic payments (paying with your card) need to have a multi-factor authentication. This is all for added security when buying online or in-store with your card.  A reason your card may have been declined is because:

– you haven’t set up your authentication with your bank or,

– you did not approve the SCA notification on your online banking app or input a code they sent you via SMS. Please feel free to learn more here.

We have a dedicated customer care team at Uccello Designs who are here to look after you and your Uccello experience. Should you ever have any issues or questions before, during or after your purchase, please feel free to contact our Customer Care Team.