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| My credit card payment failed, what
should I do? |
If you receive an error saying that your credit card
payment was not successful, no money was taken from your
credit or debit card or account, although your details
will be stored securely on our system.
Please make sure that you have enough money on your credit
card or bank account, and then try again. Alternatively,
try an alternate card.
For further help or information, contact our customer
services team on 0871 750 1224.
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| My order was cancelled, but I have a charge
on my credit card? |
During the purchase process, we send an authorisation
request to your credit card issuer to check that sufficient
funds are available. This is often shown as a booking
or reservation on your credit card statement. It is not
an actual charge. If the purchase subsequently fails,
we cancel your transaction and remove this reservation.
However, it has come to our attention that some credit
card issuers may not immediately show the transaction
as removed, even if it has been. We assure you that funds
were not withdrawn from your credit card and we have reversed
the authorisation request.
If you have any doubts or require additional details,
please check with your credit card issuer and financial
institution to further verify this. This process depends
on the nature of your banks integration with credit card
companies. As a guideline it may take up to 2 weeks to
clear these transactions from your statement, but typically
the time period is much shorter.
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| Is it possible to send a VAT receipt
for the order I placed? |
Yes, you will automatically receive
a confirmation email detailing the order. In addition
to this, you can call our accounts team on 01524 520 800
who, provided with your order ID, recipients
name and your fax number or
postal address (depending how you wish
your receipt to be sent), will be happy to arrange for
a receipt to be faxed or sent to you in the post.
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