Let Down By Urban Decay UK

I have always wanted to add an Urban Decay product to my make up collection. Their eyeshadow palettes are gorgeous and when I saw the new Moondust palette I knew I had found the right one for me. So I went online to order.

At £35, I thought that is not a bad price for 8 eyeshadows, considering the price of one is close to £20. Excited, I added the item to my basket and proceeded to the checkout.  After entering all the details and double checking all was correct, I hit order. This is when it all went wrong.

Seconds later a message popped up in red writing "order denied. Please try transaction again". I didn't attempt it a second time as I found it very weird.  It stated payment can be paid by credit card or paypal. Before ordering I checked their payment policy and it states debit cards are accepted. It was a Visa bank card I was using. Our bank and address are, obviously, UK based and there was enough funds available. So as far I was concerned nothing was wrong that way.

I said to the hubby to check the bank and they had in fact taken the £35!! So I was straight on the phone to their customer service department only to be told that the order had in fact been declined, they didn't know why at that point and that the £35 was a pre-authorisation amount. He called again to day and were told that it was declined due to our bank and the associated address not being in the UK. Last time I checked Scotland was very much in the UK and that the Bank of Scotland was a UK based bank!!  

The outcome? No Moondust palette, waiting for the money to go back into the account and one very angry and annoyed Angela!!  

If you are looking to order with them, check to see if Debenhams or House of Fraser have the item in stock, at least you know your card will be accepted there with no issues!!