What to do if you think you've been billed incorrectly

We’re really sorry if you think we made a mistake when billing your order. There are a few things that can look like billing errors, so it’s best to rule these out first:
 

We check if funds are available first

All payment cards are authorized when an order is placed, then charged when the items leave our warehouse. A payment authorization is just a temporary hold of funds for the transaction. These will normally appear as ‘pending’ or ‘processing’ charges if you were to check your account or statement. If it seems like you’ve been double-charged,    this may be the reason.

If your order is cancelled for any reason, the pending charge may still appear on your account for a short time until it's released by the card’s provider. For more info about how long authorizations are held, please contact your payment provider.
 

We check for the full amount but take payment only once items are shipped

An order that contains items which will ship out at different times (such as a Pick a Brick order and a LEGO® set) will be authorized in full, then charged piece by piece as the items ship. This can give the appearance of multiple charges while it seems like your whole order was already paid for.
   
We may need to authorize payment again when shipping pre-ordered items or anything that wasn’t in stock when you placed your order. 
 

Payment by gift card doesn't appear separately on invoices

LEGO.com invoices don’t separate the amount of your order paid by gift cards from the amount paid out of pocket. Instead, you’ll see a total amount that includes both. For example, if a set costs $60 and you use a $20 gift card on the order, the invoice will still list the total as $60, not $40.   

If you still think you’ve been billed incorrectly for an order, please get in touch with us. We’ll be happy to help sort things out!