Payment verification and anti-fraud checks
Some orders may be temporarily placed on hold while we carry out an anti-fraud or payment-verification check. This helps protect customers and our business from unauthorised transactions.
Where we cannot validate an order automatically, we may ask for limited proof that the payment method belongs to the person placing the order. We will explain exactly what is needed and how to provide it.
If we ask for a copy of a payment card:
- Show only the cardholder name and the last four digits of the card number.
- Cover the remaining card-number digits, the security code (CVV/CVC), and the expiry date.
- Never send a full card number, security code, PIN, password, one-time passcode, or online-banking login details.
If we ask for a bank or card statement:
- Show the cardholder name, billing address, and only the relevant transaction or the last four digits of the card where necessary.
- Redact account numbers, sort codes, other transactions, balances, and any information not needed for the verification.
Only send documents when requested by our support team, using the method specified in our message. We use this information only to assess the order and prevent fraud. If you would prefer not to provide the requested evidence, please contact us so we can discuss cancellation or another suitable option.
Verification times vary. We will update you as soon as the review is complete.
Where we cannot validate an order automatically, we may ask for limited proof that the payment method belongs to the person placing the order. We will explain exactly what is needed and how to provide it.
If we ask for a copy of a payment card:
- Show only the cardholder name and the last four digits of the card number.
- Cover the remaining card-number digits, the security code (CVV/CVC), and the expiry date.
- Never send a full card number, security code, PIN, password, one-time passcode, or online-banking login details.
If we ask for a bank or card statement:
- Show the cardholder name, billing address, and only the relevant transaction or the last four digits of the card where necessary.
- Redact account numbers, sort codes, other transactions, balances, and any information not needed for the verification.
Only send documents when requested by our support team, using the method specified in our message. We use this information only to assess the order and prevent fraud. If you would prefer not to provide the requested evidence, please contact us so we can discuss cancellation or another suitable option.
Verification times vary. We will update you as soon as the review is complete.