Help & Customer Support

Get help and answers to your questions quickly.

Having problems making payment?

If you have recently placed an order with us but did not complete your payment you can find this order in your account under My Orders

The status may show as 'In Progress' however should update within 20 minutes of submitting your order so that you can click to complete the order process.

If you are having a problem completing our form for your payment, please ensure you have entered all details correctly including your House name or number and postcode/Zip code.

Failed Payments

Payments that fail generally have one or more of the following errors:

  • Incorrect billing address (Card holder registered address)
  • Incorrect Card number entered
  • Incorrect Security number entered
  • Incorrect Expiry date entered
  • Incorrect spelling of cardholder name
  • Incorrect password entered if Verified by Visa or MasterCard® SecureCode™ is presented
  • Too many failed attempts at payment in a short period of time


Sometimes a browser may not pass the cookie required to complete this payment, in which case it is best to clear your cookies, quit the browser and try again.

If you're still having an issue making payment, please contact us


UK Support: 03303 801 190

US Support: (646) 878-6195

German Support: 03222 1095478

Mon. to Fri. 9am - 5pm GMT
Saturday: Closed
Sunday: Closed

(Email support Mon. to Fri. only)

Local and national calls charged at 5ppm. Charges may vary for mobile and overseas calls. Call centre and store closed during UK public holidays.

Shop In Store
37 Station Road
Westgate on Sea

Store Opening Hours
Monday to Saturday: 9am - 5pm
Sunday: Closed

Fax: +44 1843 446006
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