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To help you find the right answer from our Support Team, please try our Product Assistant or the Troubleshooting Guides


Ask us a question.

When placing an order and entering my payment information I get an ’Authorisation Error’ message. What does this mean?

An authorisation error could mean several things. First, please be sure that all billing information is correct. You want to make sure that the postcode you entered matches the postcode on file for your billing address. Second, be sure to check the expiration date and card verification numbers on your card. Also, please be aware that we only accept MasterCard. American Express and Visa registered at UK addresses for credit card payment. You may also pay using PayPal.

If you are still receiving an error message and you feel that all of the information you are entering is correct, you may wish to contact your bank for further details.

If you are using a debit card it's possible you may need to adjust your credit limit for larger purchases.

At any point though you can contact customer support via webchat between Monday and Thursday 9am - 5pm and Friday 9am -12.30pm for further assistance.