A declined transaction is often a security measure taken by your financial institution to protect your account during international or high-value purchases.
Initial Verifications
To ensure a successful transaction on our website, verify the following:
- Card Type: We accept Visa and Mastercard. American Express is not accepted on our website.
- Information Accuracy: Ensure the name entered in your personal details matches the name listed on the credit card exactly.
- 3D Secure: Confirm that you have completed the mobile authentication or security step required by your bank to authorize the payment.
Common Error Messages
If an error appears while finalizing your order, it may be due to the following:
- "2000 DO NOT HONOR": This is a specific code sent by your bank indicating they have blocked the transfer. Polène cannot bypass this refusal. Contact your bank directly to authorize the transaction.
- Security Holds: For international guests, banks may occasionally place a temporary hold on high-value purchases. A brief call to your bank to authorize a payment to Polène Paris usually resolves this.
Important Conditions
- Boutique Transactions: If a payment is declined in one of our boutiques, our team cannot manually override the terminal's security protocols. Verify your daily limits with your bank.
- Information Matching: Discrepancies between the billing address and the card's registered address may trigger an automatic refusal by our secure payment processor.
Need Technical Assistance?
- Contact Us: If you encounter an error message other than "2000 DO NOT HONOR," contact our team by clicking on Submit a Request. Include a screenshot of the error so we can investigate the technical details and assist you in finalizing your order.