FAQs

PSD2 IS A NEW EUROPEAN LAW INTRODUCED TO MAKE ONLINE PAYMENTS MORE SECURE. IT WILL IMPACT CUSTOMERS IN THE EUROPEAN ECONOMIC AREA (EEA) AND CUSTOMERS USING EU BANK ACCOUNTS. WHEN YOU PLACE AN ORDER ONLINE USING A CARD PAYMENT, YOUR BANK MAY ASK YOU TO CONFIRM YOUR IDENTITY THROUGH 3D SECURE AUTHENTICATION.

WHAT ARE THE PAYMENT STEPS WHEN I PLACE AN ORDER?
WHEN YOU PLACE AN ORDER WITHIN EUROPE, YOU MAY BE DIRECTED TO A 3D SECURE AUTHENTICATION BY YOUR BANK. THERE ARE MANY WAYS TO AUTHENTICATE ONLINE PAYMENTS AND YOU COULD BE ASKED TO CONFIRM YOUR IDENTITY THROUGH SMS, EMAIL, OR TOUCHID. ONCE YOUR PAYMENT IS AUTHENTICATED AND THE ORDER HAS BEEN PLACED, YOU’LL RETURN TO THE CONFIRMATION PAGE. AS SOON AS YOUR ORDER HAS BEEN CONFIRMED, YOU’LL RECEIVE AN EMAIL.

HOW WILL MY BANK CONFIRM MY IDENTITY?
GET IN CONTACT WITH YOUR BANK TO UNDERSTAND THEIR 3D SECURE AUTHENTICATION PROCESS. MAKE SURE THEY HAVE THE CORRECT CONTACT DETAILS FOR YOU JUST IN CASE THEY USE SMS OR EMAIL FOR AUTHENTICATION.

IF I'M UNABLE TO PLACE AN ORDER, WHAT SHOULD I DO?
IF SOMETHING DIDN'T GO QUITE RIGHT, YOU MAY CONTACT OUR CUSTOMER SERVICE TEAM.

I HAVE SOME MORE QUESTIONS ABOUT PAYMENT: WHO SHOULD I CONTACT?
OUR CUSTOMER SERVICE ADVISORS ARE HAPPY TO ANSWER ANY ADDITIONAL QUESTIONS YOU MAY HAVE.