My card was charged but my order didn't go through.Updated 7 days ago

If you did not receive an order number or confirmation email from Jane, that means your order did not go through and you will not be charged for any purchase. (The only exception to this would be if you mistakenly made a spelling error when entering your email address at checkout which can result in confusion regarding order status. Contact the Concierge team to check on this if you are unsure.)

In limited cases, when a transaction is attempted through our payment system—which is an industry-leading, secure standard—your bank or credit card company may temporarily place a “pending” authorization on your account. This is not an actual charge, but rather your bank confirming that funds are available before completing the transaction.

Because the order did not process or successfully go through, which can happen for a variety of reasons such as a brief Wi-Fi interruption while the payment was being completed, clicking the back button during checkout, or a timeout in the payment gateway, this pending authorization will automatically drop off and will not post to your bill. The time frame for this depends on your bank or card issuer, but typically pending charges disappear within 1–3 business days.

Of course, if for any reason you notice that the charge does not disappear after 3 business days, please let us know right away. We will absolutely look into it and make sure you are not charged for anything you did not receive. To provide further reassurance, we have never experienced a situation where a pending authorization failed to dissapear after an order did not go through. In every rare case, these temporary holds have promptly disappeared on their own, as expected by standard banking processes.

Please note: Since you did not receive an order number or email confirmation—which means the order did not go through—you’d need to place the order again on our website in order to receive the pieces you attempted to purchase. We completely understand if you’d prefer to wait until the pending charge disappears before doing so, however, to clarify, you won't receive any items until we successfully receive the order.