My Order Won't Go Through

If you have attempted to place your order on our website and it has not gone through, there could be a few reasons why.

Business Card
Our payment gateway does not accept business cards. Please try a different card. If you need to pay using a business card, please contact us on our freephone 0800 032 9366, and we can process your payment over the phone.

Error Message – SRM1 

If you leave an item in your basket for an extended period and attempt to complete the order later, the website may become unresponsive or prevent the order from being processed. We recommend clearing your basket and adding the product again. Alternatively, you can place your order by calling our freephone number: 0800 032 9366.

3DS2 – Payment is not processing 

3DS2 (3D Secure 2.0) is an advanced authentication solution developed to enhance the security of online transactions made with credit or debit cards. It aims to protect customers by requiring them to verify their identity during the payment process, thereby preventing unauthorised use of their cards.

When placing an order online, you may be prompted to provide extra verification, such as entering a one-time passcode sent to your phone or logging into your banking app to confirm the transaction.

If the authentication fails or is not completed, the transaction may be declined, requiring you to try again or use a different payment method.

We can place your order via the telephone so please contact us via our freephone 0800 032 9366 if you experience this 3DS2 issue.