Why will my card payment not go through?

We understand how frustrating it can be when your payment doesn't go through while placing an order. However, it's not always within our control to determine why a payment fails, as it involves both our processing systems and your bank's clearing systems.

As a helpful tip, please double-check that all your information is entered correctly, matching the details on your card. If you continue to face issues, consider trying another payment card or an alternative method like PayPal. If you need assistance with your order, please don't hesitate to reach out to a member of our Customer Support Team, who will be more than happy to assist you.

I am having trouble paying on the website

If you're having trouble with our payment section, we're here to assist you. To help us resolve the issue, please provide:

• The payment method you're using.
• The browser you're using.
• Let us know if you have any ad-blockers enabled.
• Specify the exact products you're trying to order, including flavours and quantities.

Our payment service provider is Adyen, and they prioritise the security of your transaction data. They comply with the Payment Card Industry Data Security Standard (PCI DSS).

When making a payment with us, make sure to enter your details in the correct format for the system to accept them. Here are some tips:
Select the correct card type, as an error here can cause the payment to fail, even if all other details are correct.
Don't include any spaces in your card number.
Ensure the cardholder name matches exactly as it appears on the card.
Enter the expiry date by selecting the Month and Year from the drop-down boxes.
The Security code is the last 3 digits from the back of the card. Double-check that the address and postcode match the card's registered address, not the delivery address.

After clicking on "proceed," you might see a 'verified by Visa' or 'MasterCard SecureCode' box, asking for personal passwords. Your order won't go through without entering this information. If you encounter problems at this point, contact your bank directly, as only they can assist with this. It's sometimes called 3D secure.

You need to be registered with MasterCard SecureCode or Verified by Visa before you can complete your transaction. Most people are already registered for this extra card protection.

MasterCard SecureCode is a service that enhances your existing MasterCard account. It provides added protection against unauthorised card use when you shop online.
Verified by Visa protects your card against unauthorised transactions, requiring you to provide your password for authorisation.
Both these measures increase your online shopping security and confidence.

Rest assured that Verified by Visa is an official Visa service, not a scam. It adds an extra layer of security and peace of mind to your online shopping experience.

You'll know you're in a genuine Verified by Visa process when you see a personal message that you provided when signing up for the service. This message is known only to you and your bank, confirming the authenticity of the security screen.

Verified by Visa and MasterCard SecureCode not only protect your card against unauthorised use but also demonstrate the online retailer's commitment to your security. These services are provided by Visa and MasterCard, the most trusted electronic payment systems in the world.

If you fail the password for either Verified by Visa or MasterCard SecureCode, we won't be able to accept your order over the phone due to security reasons.

Why haven’t I received my refund yet?

When we process a refund for you, it may take up to 10 working days for it to appear in your account, depending on your bank's procedures. Please allow this 10-day period for the money to show in your account to elapse before reaching out to us.

If you haven't received your refund within this timeframe, we also recommend that you get in touch with your bank. They should be able to provide information on when these funds will become available to you.

How secure is my personal information?

All your payment information is handled by our Payment Service Provider, Adyen, who follows industry-standard security measures (Level 1 PCI DSS) to safeguard your information.

If you decide to open an account with us, you'll have the option to store your payment details at that time. These details are not saved on our system but with Adyen. Their system allows them to keep card details without actually storing them. They convert your sensitive payment information into a secure token or 'alias,' ensuring you can process transactions without compromising card data security.