First of all this is very very rare situation but if it has happened with you, your money is always safe . You can immediately raise the ticket from here or from your login panel
We will investigate the root cause and try to process the order . If for some reason order could not be proceed we will initiate the refund for your transaction this generally takes between 3 to 21 days after we initiate the refund.
We will also keep you posted about the progress of refund via email
There are multiple networks involved in single transactions which also includes connectivity with bank, so if anything goes wrong in this transaction chain , you can first re-try a transaction, sometimes due to technical glitch it happens. Still if you cannot process the transaction
There can be following probable reason for fail
Check that your card is valid in all aspects
Check that your account is not blocked with us (check email for same)
You can always drop an email about brand , value and quantity you need. We will check if we can process your order from our back office and collect payment through some other online media.