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: 22 July 2021

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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.

Updated on: 22 July 2021

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Use our contact form if you need further assistance

Can I pay for an order with a card that's not in my name?

You can use an alternative card as long as you have the card owner's permission.

Updated on: 22 July 2021

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.

Updated on: 22 July 2021

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

Please refer in the first instance to your payment card provider.

Updated on: 22 July 2021