Payment Issues

How do I add a card to my account?

There are two ways to add a card to your account:

Go to your Account Settings and select the 'Stored payment details' box. Click on the 'Add new card' button and enter your card details.

You can also add a new card at Step 5 of the checkout. Simply click on the 'Add a credit or debit card' link and enter your card details in the box provided. Then, when you move on to Step 6, you can store the details for future use.

Updated on: 18 March 2022

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My credit card isn't working

Don't panic, there's probably a simple solution.

We take payment for an order when the groceries are delivered, not when you complete your payment at the checkout. So, if your card is due to expire before we plan to take a payment, it may not be accepted on our website.

Unfortunately, we can't verify your new card either, as it can't be activated until your current card expires. If you think it may be something else, you'll need to contact your bank to make sure there are no problems with your credit/debit card. They will carry out the verification process on our behalf.

Note

Due to recent legislation change to support Payment Services Directive (PSD2), you may experience issues completing your order when using our app. If you are affected, please follow the guidance outlined in this document before completing an enquiry form.

Updated on: 04 April 2022

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There is a pre authorisation amount taken from my bank

We will pre-authorise payment for your order before it is fulfilled and this will show on your account as a pending payment. This pre authorised amount will reflect your “checkout amount” plus delivery charge and an allowance for substituted items, and may be different to the final amount we actually charge you.

The pre authorisation should remove as soon as your delivery is made and is removed by your own bank. Some banks can take up to 5 days to remove pre authorisation.

Note

Due to recent legislation change to support Payment Services Directive (PSD2), you may experience issues when your card is processed. If this happens please retry, in some cases you may have use an alternative card.

Updated on: 18 March 2022

My order has been cancelled as my pre authorised payment request has failed

If you have recieved a failed payment email.

Please ensure that you have a valid payment method attached (remove and add again) ensuring expiry date and CVV numbers are correct. Please ensure that your bank has your current mobile phone number so that if they wish to challenge the payment you are able to authorise this via your banking app or via a code sent to your mobile phone. A failed payment will automatically be retried.

Note

Due to recent legislation change to support Payment Services Directive (PSD2), you may experience issues completing your order when using our app. If you are affected, please follow the guidance outlined in this document before completing an enquiry form.

Updated on: 04 April 2022

Why am I seeing 5% added to my total?

We need to reserve a small extra charge of 5% to allow for any changes at delivery or collection that could alter your order total (like catch-weight items, substitutions, edits etc).

After you can no longer edit your order the day before your order is due, we will attempt to authorise your bank for this amount. Your bank may issue a challenge where you will need to log in to your banking app or apply a code sent via text message to authorise the payment. This will show as pending payment on your account.

This means your bank will hold the money and you can't spend it. We will calculate the final total after delivery or collection and only charge you that amount.

Updated on: 18 March 2022