Payment failed at the 3D Secure
step
If your payment on Real Bag failed during bank verification, it usually means Strong Customer Authentication (3D Secure) wasn’t completed correctly.
3D Secure is a security check controlled by your card issuer to protect you from unauthorised transactions.
How 3D Secure works at checkout
- After you enter your card details on Real Bag, your bank opens a secure verification page.
- Your bank asks you to confirm the This may involve:
- a one‑time code sent by SMS;
- a push notification in your mobile banking app;
- a code or link sent by email;
- a physical device (card reader/token) prompt;
- additional questions (e.g., part of your password or your date of birth).
- You must finish the challenge within the time limit and enter all details accurately. Multiple failed attempts can trigger a temporary online block on your card—only your bank can remove
Common reasons a 3D Secure payment fails
Technical issues
- The bank window was closed too early or blocked by a pop‑up
- The code expired or was typed
- No network on your phone—SMS/notifications didn’t
- VPN or browser extensions interfered with the bank
Bank restrictions
- Insufficient funds or credit limit
- Daily or per‑transaction online limits were
- E‑commerce or international payments are disabled on the
- The bank declined the transaction due to security
How to complete your purchase successfully
- Follow your bank’s on‑screen prompts and keep the verification window open until completion.
- Allow pop‑ups for Real Bag in your
- Keep your phone nearby with mobile data/Wi‑Fi on and banking app notifications enabled.
- Enter the one‑time code exactly as shown, or approve the payment in your banking app when asked.
- If issues persist, try another payment method: a different card, Apple Pay/Google Pay, or PayPal (where available).
Additional troubleshooting
- Check your balance (debit) or available credit (credit card).
- Confirm your bank has your current mobile number and email for 3D Secure.
- Review spending caps and online limits with your
- Ensure online and international transactions are enabled for your
- Temporarily disable VPN/ad‑blockers, clear cache/cookies, or try another browser/device.
Who to contact if problems continue
Your bank first
The bank controls 3D Secure. Ask them to:
- lift any temporary online payment blocks and check fraud filters;
- update your contact details for SMS/app notifications;
- enable online/international payments and increase limits if
Then Real Bag Support
Contact us if payments still fail:
- Email: support@realbag.co.uk
- Include: attempt time, last 4 digits of the card, amount/currency, and any error message (screenshot helps).
We’ll review the transaction on our side and help you complete the order.
FAQ
The money looks taken but my order isn’t placed
Banks sometimes place a temporary hold until 3D Secure completes. If the payment isn’t approved, the authorisation is released automatically (usually within 1–10 business days; timing depends on your bank). If it doesn’t release, contact your bank.
My card was blocked after several attempts
This is a protective measure. Ask your bank to unblock online transactions, then try again.
Can I change my payment method?
Yes. On your next attempt, choose an alternative method: another card, Apple Pay/Google Pay, or PayPal (where available for your region and currency).
Try your payment again
Tip: Disable VPN and allow pop‑ups before retrying—this often resolves issues with the bank window.
Real Bag uses certified payment providers and does not store full card numbers. 3D Secure authentication is performed by your bank.
Authentication and Brand
Protection
At Real Bag, our priority is to keep counterfeits off the platform and give you the confidence to shop and sell safely.
Our approach combines specialist human review, advanced AI tools, and strict operating procedures that continually evolve with the market.
Continuous authentication training
Our authentication team follows an ongoing training programme that blends:
- hands‑on workshops led by senior authenticators;
- structured curricula focused on materials, stamps, hardware, stitching, serialisation, and brand‑specific patterns;
- updates informed by brand guidance, public resources, and industry best practices.
This ensures our specialists stay current with new models, limited editions, and evolving counterfeit techniques.
Learn more about our authentication process
Brand protection and anti‑counterfeiting
Real Bag supports industry efforts that aim to reduce the sale of counterfeit goods online. We align our policies and workflows with recognised best practices designed to prevent infringing items from being listed and to act swiftly if issues are detected.
- Proactive monitoring to stop suspicious listings before they go
- Rapid takedown procedures in response to credible
- Cooperation with rights holders and relevant authorities where
These commitments reflect our ongoing dedication to protecting brand IP and buyer trust.
Our trust framework: people, AI, and method
Pre‑listing checks
We use technology to analyse item details and images before listings appear, filtering high‑risk signals for additional review.
Curated review
Our curation team performs digital checks tailored to specific brands/ models to reduce false positives and catch anomalies early.
Physical inspection
Where direct shipping isn’t available or extra assurance is needed, items are examined in person by trained authenticators using calibrated methods.
Optional Authentication & Quality Report
For added peace of mind, you can add an Authentication & Quality Report to eligible items for a small additional fee. Our experts will document observations on materials, construction, hallmarks, condition, and any notable variances.
- Brand‑ and model‑specific checkpoints
- High‑resolution imagery of key identifiers
- Clear pass/fail outcomes for inspected criteria
How the report works
Important notes and limitations
No authentication system can be infallible. Although rare, a counterfeit may slip through despite multiple safeguards.
- If you ever doubt an item’s authenticity after purchase, contact us immediately via Support and follow the steps in our Authenticity Concern policy.
- We will investigate promptly and take appropriate action, which may include refunds, listing removal, and account measures.
How we prevent counterfeits
Technology
Signal‑based screening of metadata and imagery; anomaly detection for fonts, stitching density, heat stamps, hardware shape/engraving, and serial formats.
Human expertise
Senior authenticators cross‑check edge cases, maintain brand reference libraries, and run peer reviews on complex calls.
Process discipline
Documented SOPs, multi‑review thresholds for high‑risk items, and continuous calibration using feedback from post‑purchase inspections and returns.
Collaboration
We recognise and support collaborative industry initiatives that promote safer online marketplaces and the protection of trademarks.
Real Bag operates its authentication services independently and may update methods as techniques evolve. Nothing on this page constitutes endorsement by any third‑party brand.
Have questions about an item? Contact support@realbag.ai
Authentication and Brand
Protection
At Real Bag, our priority is to keep counterfeits off the platform and give you the confidence to shop and sell safely.
Our approach combines specialist human review, advanced AI tools, and strict operating procedures that continually evolve with the market.
Continuous authentication training
Our authentication team follows an ongoing training programme that blends:
- hands‑on workshops led by senior authenticators;
- structured curricula focused on materials, stamps, hardware, stitching, serialisation, and brand‑specific patterns;
- updates informed by brand guidance, public resources, and industry best practices.
This ensures our specialists stay current with new models, limited editions, and evolving counterfeit techniques.
Learn more about our authentication process
Brand protection and anti‑counterfeiting
Real Bag supports industry efforts that aim to reduce the sale of counterfeit goods online. We align our policies and workflows with recognised best practices designed to prevent infringing items from being listed and to act swiftly if issues are detected.
- Proactive monitoring to stop suspicious listings before they go
- Rapid takedown procedures in response to credible
- Cooperation with rights holders and relevant authorities where
These commitments reflect our ongoing dedication to protecting brand IP and buyer trust.
Our trust framework: people, AI, and method
Pre‑listing checks
We use technology to analyse item details and images before listings appear, filtering high‑risk signals for additional review.
Curated review
Our curation team performs digital checks tailored to specific brands/ models to reduce false positives and catch anomalies early.
Physical inspection
Where direct shipping isn’t available or extra assurance is needed, items are examined in person by trained authenticators using calibrated methods.
Optional Authentication & Quality Report
For added peace of mind, you can add an Authentication & Quality Report to eligible items for a small additional fee. Our experts will document observations on materials, construction, hallmarks, condition, and any notable variances.
- Brand‑ and model‑specific checkpoints
- High‑resolution imagery of key identifiers
- Clear pass/fail outcomes for inspected criteria
How the report works
Important notes and limitations
No authentication system can be infallible. Although rare, a counterfeit may slip through despite multiple safeguards.
- If you ever doubt an item’s authenticity after purchase, contact us immediately via Support and follow the steps in our Authenticity Concern policy.
- We will investigate promptly and take appropriate action, which may include refunds, listing removal, and account measures.
How we prevent counterfeits
Technology
Signal‑based screening of metadata and imagery; anomaly detection for fonts, stitching density, heat stamps, hardware shape/engraving, and serial formats.
Human expertise
Senior authenticators cross‑check edge cases, maintain brand reference libraries, and run peer reviews on complex calls.
Process discipline
Documented SOPs, multi‑review thresholds for high‑risk items, and continuous calibration using feedback from post‑purchase inspections and returns.
Collaboration
We recognise and support collaborative industry initiatives that promote safer online marketplaces and the protection of trademarks.
Real Bag operates its authentication services independently and may update methods as techniques evolve. Nothing on this page constitutes endorsement by any third‑party brand.
Have questions about an item? Contact support@realbag.ai
Buyer: Shipping Fees
Our community spans 60+ countries. We work with global and local couriers to secure competitive, reliable shipping for every route.
You’ll always see your exact shipping fee on the item page and again at checkout before you pay.
Direct Shipping
Choose Direct Shipping for faster delivery and a lower carbon footprint where available.
Ordering several items at once
Shipping costs are calculated per item and then added together at checkout.
What affects your shipping fee?
- Delivery country
- Item price and/or insured value
- Seller location
- Selected service (e.g., Direct, standard, express where available)
Learn about potential import charges: Duties and Taxes. Looking for fees in other currencies? See fees by currency.
Buyers in the UK: Shipping fee table
Shipping fees by seller location and item price (starting from)
Seller location | Up to £1,000 | Over £1,000 |
Local (United Kingdom) | from £5 | from £20 |
Continental (Europe) | from £9.90 | from £30 |
Rest of the world | from £35 | from £45 |
These are starting prices. Actual fees depend on the exact route, courier, service level, and insurance requirements, and will be confirmed at checkout.
Cross-border deliveries may incur import duties/taxes set by local authorities. The most accurate shipping price for your order is always shown at checkout.
Buyer: Duties and Taxes
Duties and taxes depend on the type of goods and the country they’re imported into. Where applicable, these charges are shown at Real Bag checkout before you pay.
What charges can apply?
- Customs duties
- Import VAT (or GST/consumption tax)
- Carrier/disbursement or processing fees (where applicable)
All applicable import charges are itemised at checkout in the “Import duties and taxes” section, alongside any shipping, handling, or optional authentication fees.
Why a carrier might contact you for extra information
What are customs duties?
Customs duties are taxes charged on goods entering a country. The duty rate varies based on:
- the product type (tariff classification),
- the destination country, and
- the country of export or
Because these variables differ, duty amounts are specific to each order.
Cross‑border processing fee
When an item crosses an international border—either for inspection or delivery—a processing fee of €6 (or your currency equivalent) may apply. This amount, when relevant, is automatically included at checkout under “Import duties and taxes.”
Notes on Northern Ireland and the EU
Following Brexit, Northern Ireland participates in the EU single market for goods. If you purchase an item from Northern Ireland to be delivered to an EU country, local customs charges may still arise upon delivery.
If that happens and your order was placed with duties/taxes prepaid at checkout, Real Bag will reimburse those customs charges after delivery. Please contact us with proof of payment so we can process your refund.
What is the “customs value”?
Import duties and taxes are calculated on the customs value. For Real Bag orders, this typically includes:
Item price + shipping fee + Buyer Service Fee + any authentication fee −
applicable discounts or vouchers
What is import VAT?
Import VAT (or GST/consumption tax) is a government tax on goods entering a country. Where applied, the rate is that of the destination country.
Import VAT is usually calculated on the customs value plus any customs duties, as defined by local regulations.
Why am I being asked to pay extra by the carrier?
If a carrier asks you to pay duties or taxes even though you selected to pay them at checkout, please contact Real Bag Support and include any paperwork or messages you received from the carrier.
What if I don’t pay requested customs charges?
If required duties/taxes aren’t paid, the shipment may be held or returned to sender by the carrier. Once the item is returned to Real Bag or the seller, we’ll guide you through next steps in line with our Duties & Returns policy, which may include a cancellation subject to applicable shipping/ return costs. Please reach out to Support for assistance.
Why doesn’t my promo code cover duties or import tax?
Promo codes and vouchers apply to the item purchase price only. Any authentication fees, import duties and taxes, or sales taxes must be paid at checkout using your chosen payment method.
Important: Rates, thresholds, and calculation methods are set by local authorities and may change. The amounts shown at checkout are estimates or collected on your behalf where available.
Need help with a customs request? Contact support@realbag.ai or visit
Contact Support.
Returns: How to send an item back
UK returns only, unless the item is faulty or misdescribed.
Need to start a return? Sign in to your account or email support@realbag.ai
Last updated: 25 dec 2025
Important
- Returns must be requested within 7 days of
- Outlet items are final sale and non-
- International returns are not accepted unless faulty/misdescribed.
Step-by-step: how to return
- Within 7 days, submit a return request via your REALBag
- Receive your RMA and shipping
- Pack the item securely and include all documents/accessories. Do not remove REALBag tags/seals.
- Send from a UK address via a tracked service. We’ll confirm receipt and carry out an inspection (usually within up to 3 working days).
Start a return or email support@realbag.ai
Fees and costs
- Initial shipping charges (if any) are non-refundable, except in cases of fault or misdescription.
- Return fee (deducted from the refund) for voluntary UK returns:
- Item price up to £800 — £20
- £800–£2,399 — £40
- £2,400–£6,199 — £60
- £6,200 and above — £80
- REALBag+ members do not pay a return
- For returns due to a fault/misdescription, no return fee applies; we will provide a prepaid label and refund the original shipping.
Condition requirements
- The condition must match the item description on the product
- REALBag original tags/seals must be
- Full set: brand packaging, receipts/cards, accessories, extra links, dust bags, etc.
- We reserve the right to refuse a return or apply a deduction for diminished value if the item shows use beyond reasonable inspection or is returned incomplete.
Restrictions and monitoring
- We monitor return frequency. If a customer’s return rate exceeds 30% over 12 months, the return fee may be doubled and additional restrictions may apply (including limiting buyback/exchange eligibility).
- Outlet section: Outlet items are final sale and non-returnable (this does not affect your statutory rights for faulty goods).
- International orders: returns from abroad are not accepted, except for faulty or misdescribed Contact Support before shipping— unauthorised international parcels may be returned to sender, with all costs borne by the sender.
Risk in transit
Until the item is accepted at our warehouse and its condition confirmed, the sender is responsible for any loss, theft or damage. Use robust packaging and insured, tracked delivery.
Refund timing and method
- Refunds are issued to the original payment method after inspection (typically within 3–5 working days from receipt; banks may take up to 10 working days to credit).
- Any fees/deductions, where applicable, will be shown on the final return report.
Faulty or misdescribed items
If your item arrives faulty or materially misdescribed, contact us within 7 days with photo/video evidence. We will provide a prepaid label and refund the item and original shipping in full, or offer a replacement/repair where appropriate.
Contact Support
Your statutory rights (UK)
- If you are a consumer buying online directly from REALBag LTD, the Consumer Contracts Regulations 2013 apply: you have a 14‑day cancellation period from receipt, no reason Under this right:
- You must handle the item with reasonable care; we may deduct for any diminished value caused by handling beyond what’s necessary to inspect it.
- You bear the cost of return postage if we have informed you in advance (except for faulty/misdescribed items).
- Your rights under the Consumer Rights Act 2015 regarding faulty goods remain and are not limited by this policy.
- If you purchase from a third‑party seller on our platform, that seller’s return policy applies; we will assist with coordination, but timings/ terms may differ.
Exclusions
- Personalised/altered items (e.g., extra strap perforations, bracelet resizing without original links) may be non-returnable except where
- Gift cards and services (authentication, shipping, insurance) are non-refundable once provided.
How to contact us
To request a return, use your REALBag account or email support@realbag.ai with your order number.
Returns without approval (no RMA) may be declined.
Ready to start?
Start a return in your account
Nothing in this policy limits your statutory rights as a consumer. REALBag LTD reserves the right to update this policy; the version in force at the time of purchase applies unless otherwise required by law.
