Why Is My Order on Hold?

Most commonly, your order will be placed on hold if it contains restricted items such as award badges; this is done to confirm recipient eligibility. Held orders are checked regularly to ensure awards can be verified and processed as quickly as possible, you will be contacted if we require any further information from you. 

Alternatively, if you have placed an order to be delivered to an address outside of the UK, these orders will go on hold until address checks are made. This should not lengthen the overall processing time.

If you order is placed on hold and does not contain any restricted items or is not an international order, please contact our Customer Service team via email [e-mail] or via our Live Chat.