Payment issues in store

What do I do if I have a payment issue?

Why was my card declined?

If your card is declined in store, for your personal security we don't see the reason why this happens. So, you will need to get in touch with your bank/card issuer and they will provide more information.

If this happens at the checkout we can try the process again or we'll ask if you have another way to pay. If it helps, to give you time to call your bank/card issuer, we can suspend the transaction and keep your shopping in a safe place for a short time.

Payment held?

If a card transaction has been interrupted for any reason when our machines are authorizing your payment, your bank/card issuer may place a temporary hold on the amount.

If the money is being held but hasn't been taken from your account, please contact your bank/card issuer and they will let you know when the funds will be released.

If the payment has been taken from your account, please go to our Customer Service desk, taking your receipt and a bank statement showing where we've taken the payment twice, and a colleague will look into this for you.

Card payment taken twice?

If you think we've taken payment twice when paying for your shopping, please take your receipt to the Customer Service desk and a colleague will look into this for you.

What can I do if I think I've been overcharged?

It's really important to us to make sure the price you see is the price you pay at the checkout. If you think you have been overcharged, please take your receipt to our Customer Service desk and our colleagues will be happy to look into this for you. If we've made a mistake and you've been overcharged, we'll give you a refund for the difference and a £2 Gift Card to say we're sorry.

If you've already left our store and have a question about what we've charged you, no problem. Simply take your receipt to our Customer Service desk next time you're in store.


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