Fraud Checks

You're probably here because your order is on hold and you have received an email from our team, but don't really understand how to get your payment released. We hope this article helps clear things up so we can get your order out to you as quickly as possible. Oh, and just so you know - this is for new customers only (so you only have to do this the first time you order with us!)

Why has my payment been flagged?

When you place your order, our system will run a series of checks on your payment. This procedure is in place to protect our customers from potential online fraud. If our system notices the delivery and billing address don't match up, our system will flag up your payment (and alert us). At this point we contacted you to tell you what's happened. When this does happen, our merchant bank will hold on to the funds until we have resolved this situation with you. 

Please rest assured this is put in place to protect our customers. We understand it's frustrating and we appreciate your help with this. 

Did my payment go through?

Yes, your payment has gone through successfully. You can double check this by having a look at your online banking. You will notice the funds have left your account. However, we don't have your funds yet. The money is being held by our merchant bank while the fraud hold is in place. They're a neutral third party who will keep your money safe until we know it's all good to proceed with your order, and that no one is using your payment details fraudulently.

How can I get the hold lifted?

To determine whether the customer (you) is the registered card holder, we request that you retrieve an 'auth code' from your bank. Only the bank has this code, and only the registered card holder will be able to make contact with the bank and access this. An auth code is a unique 6 digit code assigned to every transaction. It is used by banks to identify transactions, but it wont be available to you through online banking apps or statements. It's a code which usually goes under the radar, and you will need to call your bank to retrieve it

The bank wont give me my auth code?

Don't worry if this happens. We understand it's frustrating, but we have found our customers usually become successful in their pursuit of the auth code when they ask to speak to someone else (maybe try asking for... the manager!) - or maybe a more senior employee will do

I've got my auth code. What now?

Please let us know what code you've been given so we can send it to our merchant bank. They also have the auth code, and if yours matches theirs, they'll release the funds to us. When we have your funds, we can process your order and get it out to you. We look forward to hearing from you with your code!