Clinique Charged $21 but Failed to Create My Promo Order

On September 16, 2026, I made a purchase through Clinique Turkey’s official website as part of a promotional campaign. The Almost Lipstick Honey – Black Honey product, originally priced at 1,770 TL, was discounted by 761.10 TL, bringing the price down to 1,008.90 TL. As part of the promotion, a free makeup bag and a 1 ml sunscreen sample were also added to my cart.

I completed the payment, and 1,008.90 TL was successfully charged to my bank account. However, after the payment was processed, instead of receiving an order confirmation screen, the website redirected me back to the card details page, and no order number was generated. As a result, I have lost both my order and the promotional benefits that were included with it.

When I contacted customer service, I was told that the payment would be refunded within 1–7 business days. However, my request is not simply for a refund. Since I placed the order as part of a promotion, I do not want to lose the promotional price and the free products included in the campaign because of a technical error on the website.

Although the issue was not caused by me, I am being left at a disadvantage because the website accepted my payment but failed to complete the order. I am concerned that I will lose the opportunity to purchase the product under the same promotional terms while the campaign is still active.

My request is for the order that I already paid for to be created by Clinique with the same product, the same $21 promotional price, and the same campaign terms, and for the products to be shipped to me. If this is technically impossible, I request a specific and workable solution that will allow me to benefit from the same promotional terms again.