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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? Use our Quick Response Service for fast assistance.
Frequently Asked Questions:
Payment online is by debit or credit card or cheque. We currently accept Visa, Mastercard, American Express, JCB, Maestro, 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. All cards are processed on secure servers. 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. It's possible you have entered the wrong card number, expiry date or security code, so please double check these are correct when you try again. If it continues to be declined, please try and different card or 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 - 4 numbers on the front of the card for American Express) incorrectly, or we have been unable to verify your address and/or security code with your bank. Please read the suggestions below and 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 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 Maestro 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 enter your card number again. 4) Invalid Card Number or Expiry Date: You have entered your card number or expiry date incorrectly. Often the expiry date is the problem here so check that first. 5) 3DSECURE_ERROR: You have not entered the correct card details or password for Verified by Visa or Mastercard Securecode. Please enter your card details again. 6) 3DS_NOT_AUTHENTICATED: You have not entered the correct details or password for Verified by Visa or Mastercard Securecode. If the Visa or Mastercard screen comes up, please complete your details correctly so your bank can verify you. 7) Card Type Not Supported or Unrecognised Card Type: We only accept Visa, Mastercard, American Express, Switch, Solo, JCB and UK Maestro. We do not accept Diners Club. Please use a different card. 8) 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 call us on 0800 197 4254 for assistance. 9) Cv2 Not Numeric: You have entered the wrong numbers in the Card Security Code (CV2) box - please enter the last 3 numbers on the signature strip on the back of your card, in the CV2 security code box. 10) Card Expired: The expiry date for your card has expired. Please check your card hasn't expired and then enter the correct expiry date. 11) No Card Number: You haven't entered your credit card number. Please enter the card number and other information as requested.
What is Verified by Visa and Mastercard SecureCode? Maestro Cardholders: Please note that during payment you may see a screen 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 Maestro card, a screen will appear 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. More information
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