Failed Payments

When Can a Payment Fail? does not charge your card for payment until your items have been packed and are ready to be sent out. This means that a payment may fail when we are ready to dispatch, rather than when you confirm your order. In this situation, you will be automatically notified by email to say that we were unable to take the payment for your order. You can also check your order status by logging into your Order History page to view the current status of your order.

Why Does a Payment Fail?

Although the cause of the failure may vary depending on individual circumstances, the following reasons are the most common:

  • Case 1

    Wrong Number

    This happens if any of the card details entered on the payment page were incorrect.

  • Case 2

    Insufficient Balance / Credit

    Please make sure that the balance of your account is sufficient to cover the order for when we take the payment.

  • Case 3

    Expired Card

    Please check to make sure that your card has not expired or been replaced with a new card.


Please follow the steps below to resolve your failed payment.

Please do not place a duplicate order on our website. Your original order will be held on to, so please contact us so that we can advise you the best way to proceed with your order.

  • 1

    Contact Your Bank

    It is a good idea to contact your bank before anything else. Only your bank will be able to give you full details as to why your payment could not be processed.

  • 2

    Call Us

    If your bank does not have any information about the failed transaction, it is most likely that the card details were incorrectly entered. We do not store your card details and cannot edit them so please contact us on 020 3405 1151 and we can complete a manual payment over the phone for you. does not recommend sending credit or debit card details by email.