We're here to help with any booking or billing issues you might encounter. Below, we’ve outlined common booking issues and how to resolve them.
Booking Issues
Can’t Find Your Booking?
If you’re unable to locate your booking, our team can investigate and help.
What to do: Contact our support team and provide:
The email address used for the booking
Details of the items ordered
The last 4 digits of the card used for payment
Didn’t Receive a Confirmation Email?
If your confirmation email hasn’t arrived:
Check your spam or junk folder first.
If it’s not there, contact our support team, and we’ll resend it to ensure you have everything you need.
Changed Your Email Address?
If your email address has changed and you need to update it on your booking:
Contact our support team with your old and new email addresses.
We’ll update your account so you don’t miss any important communications.
Billing Issues
Updating Payment Method on a Payment Plan
To update your payment method for a payment plan:
Log into your account and go to your Orders page: https://campkindling.co.uk/shop/order_history/ .
Click on the relevant order number to open the order details .
In the Payment Plan section, click the pencil icon (✏️) to edit .
You’ll be directed to a page where you can add or update your card details
Changing Payment Dates on a Payment Plan
If you’d like to change the date of your payment plan, please contact our support team and they’ll be happy to assist. If a payment has already failed and is currently being retried, we won’t be able to change the date for that payment, but we can update the date for all future payments.
What Happens if a Payment Fails?
If an instalment payment fails, you’ll receive an automated email to let you know. Don’t worry, you won’t lose your booking straight away!
After the first failed attempt, our system will automatically retry the payment up to 10 more times, every 3 days, over a total period of 33 days (11 attempts in total). This is designed to allow time for paydays or temporary banking issues.
As long as the payment is successfully collected during this retry period, your booking will remain secure.
Tips to Avoid Issues
Double-check your details: Ensure your email address and payment details are correct when booking.
Save your records: Keep a copy of your confirmation email and payment plan schedule.
Act early: Contact us as soon as you notice an issue to ensure a quick resolution.