Maybe because U have more than one account with them, well at least that's what happened with me, I first created an account on Sunday and added this, Hellboy & Snow White CLE but was not aware of the 10% voucher until later I stumbled upon it on here, so when I tried to cancel and reorder to apply that code it didn't work, so I decided to open a new account under same name but used my parents address and different email address, bagged them three and applied the discount and it worked, few minutes after I got decline/refused order, called them up and explained my situation, they said it was cancelled due to the fact that I have two accounts with them, so they told me they will have to delete one of them but I won't be able to use the voucher any longer, so I was pissed off & asked them to delete both, he put me on hold/went away asked his supervisor and they then gave me a unique code to use, the funny thing when I did apply that code it went through but was later refused again lol, so I was like what the hell hehe, called them up again and the guy I talked to before forgot to apply a 2nd step to remove the 1st acc completely off their system, then the guy reset the code and told me to try it but it did not work again... after like 4-5 phone calls back and forth determined to get my order in with the discount hehe I finally managed to get a £5 special discount voucher