Help & Support


Q. My card has been declined

A. Credit and Debit cards may be declined for a variety of reasons:

Your card may have expired - Update your details and your order will automatically be resubmitted.

New Customer or Changed Card Details - Please check all your card details as sometimes it is just a wrong number, expiry date or an issue number missing. Correct your details, by clicking 'Change Details' on the Account Details page, and your order will automatically be resubmitted.

You may have inadequate funds in your account - Please check with your bank, then go to the Declined Orders page and click on the Resubmit my orders button.

The bank may have carried out a random security test- If you can see no reason for your card to have been declined it is likely that you will simply need to speak to your bank in order to clear the security test status that has been applied to your card. You will then be able to continue using it to purchase online and via mail order. As your card is unlikely to work for such transactions until it has been cleared we strongly advise you to speak to your bank at your earliest opportunity. When you have done this go to the Declined Orders page and click on the Resubmit my orders button.