If you have been charged but have not received your order confirmation or voucher, please check a few things first.
Check your email
Your order confirmation is sent by email shortly after your order is completed.
Please check:
- your inbox;
- your junk or spam folder;
- any promotions or updates folders;
- the email address used when placing the order.
It is also worth searching your email for Thrill Experiences.
Check whether the payment is pending
In some cases, your bank or payment provider may show a pending charge before the order is fully completed.
A pending charge does not always mean the payment has been finalised. If the order was not completed, the pending amount will usually be released by your bank or payment provider.
If the payment has been completed
If the payment has been completed and you still have not received your order, please contact us so we can investigate.
To help us locate the order, please include:
- the purchaser’s full name;
- the email address used for the order;
- the approximate date and time of purchase;
- the amount charged;
- the payment method used;
- the experience or gift card purchased, if known;
Please do not send full card numbers or sensitive payment details.
What happens next?
Once we locate the payment and order, we can confirm the order status and resend the voucher or order confirmation where appropriate.
If we cannot find a completed order, we may ask for further information so we can check whether the charge is still pending or whether the payment was completed without the order being finalised.