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If you have any problems using the site, or any questions, please find the relevant section below. If your query is still not answered, please contact us and we will be happy to help. Need Help? Call 0800 197 4254 (9am-5pm, Mon-Fri. After hours, please leave details with call centre) or email us.
Frequently Asked Questions:
Payment is by debit or credit card only. We currently accept Visa, Mastercard, JCB, Switch, Solo, Delta and Visa Electron, though Electron cardholders should note that some banks won't authorise internet transactions for Electron cards. We do not accept Diners Club or American Express. All cards are processed securely on our behalf by Secure Hosting. Unfortunately we do not accept cheques or postal orders, or any other payment methods except for special orders. See also: Why was my card payment declined below?
Why was my card payment declined? When you pay online using your debit or credit card, the details you include are sent to your bank for authorisation. If any of these do not match the information your bank has for that card, it may be declined by your bank. In some cases the bank will still authorise the transaction, but we will need to manually verify it. If we are unable to verify it we will have to refund the amount back to the card. This happens very rarely though, and you will be contacted if there are any problems. To ensure your payment is accepted, please make sure the name, address, postcode, and security code you enter on the payment page match those of your card exactly. Please note that although most UK addresses can be verified, some USA, Canada and EU addresses cannot be checked, and unfortunately we are not able to process any orders in such cases. We strongly recommend that you enrol for Verified by Visa or Mastercard Securecode if prompted to do so. Transaction Errors: 1) Card Declined: This is usually because your bank has declined the transaction, but we are not given a reason. Please contact your bank to find out why it has been declined. Most cards have a contact number on the back of the card. 2) Avs/Cv2 Declined: This means you have entered your address and/or security code (the last 3 numbers on the back of your card) incorrectly, or we have been unable to verify your address and/or security code with your bank. Please read the suggestions below and then Return to the Previous Page to make any changes. Please check the following common errors: - Have you entered the correct numbers in the security code section? This is the most common cause for your bank to decline the transaction:
Please Return to the Previous Page and enter your card details again, making sure you enter the last three numbers on the back of your card as requested, and enter the exact address your bank has on record for your card. If this is still producing this error, please try a different card, as another bank may be able to provide the verification needed. Most UK addresses can be verified, but some USA, Canada and EU addresses cannot be checked, and unfortunately we are not able to process any orders in such cases. 3) Issue Number Too Long, Or Not required: Issue numbers are only required for UK Masetro cards. Please check you are not entering the CV2 security code (the last 3 numbers on the back of your card) in this space by mistake. Please Return to the Previous Page and enter your card number again. 4) Invalid Card Number: You have entered your card number incorrectly. Please Return to the Previous Page and enter your card number again. 5) 3DS_NOT_AUTHENTICATED: You have not entered the correct details or password for Verified by Visa or Mastercard Securecode. Please Return to the Previous Page and enter your details again. 6) Card Type Not Supported or Unrecognised Card Type: We only accept Visa, Mastercard, Switch, Solo, JCB and UK Maestro. We do not accept American Express or Diners Club. Please Return to the Previous Page and use a different card. 7) Duplicate Transaction: You have tried to pay twice by refreshing the page or clicking on Continue more than once. Please check your email to see if an order receipt has arrived. If not, please email service@tiewarehouse.co.uk for assistance. 8) Cv2 Not Numeric: You have entered the wrong numbers in the CV2 box - please Return to the Previous Page and enter the last 3 numbers on the signature strip on the back of your card, in the CV2 security code box. 9) Card Expired: The expiry date for your card has expired. Please check your card hasn't expired and then Return to the Previous Page and enter the correct expiry date. 10) No Card Number: You haven't entered your credit card number. Return to the Previous Page and enter the card number and other information as requested.
What is Verified by Visa and Mastercard SecureCode? Please note that during payment you may see a pop-up window asking you to enter further details and a password for extra security. This acts as a sort of online version of Chip and Pin and provides you with extra security when shopping online so please read the instructions there carefully. You will only need to do this once - whenever you shop at a secure site again you will only be asked to enter your password so your bank can verify it is you using your card. A private password means added protection against unauthorized use of your credit or debit card when you shop online. Every time you pay online with your Visa, MasterCard or Maestro card, a box pops up from your card issuer asking you for your personal password, just like the bank does at the ATM. In seconds, your card issuer confirms it's you and allows your purchase to be completed.
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