Unknown Charges

There are several reasons why you might not recognise a charge.

Important: Do not send your credit card number by email, as this is not a secure transmission method.

Your complete order history is available in Your Account. If you do not recognise a charge, consider the following common scenarios:

  • An order placed by another person (for example, a child, spouse, friend or relative) with access to your card number.
  • A purchase is made by a person using another card linked to your credit or debit account.
  • Previously placed orders for pre-order items.
  • Recently cancelled or changed orders. Some banks show authorisations as charges or pending charges.

If the charge is not explained by any of these situations, please contact us by phone and have the following information available:

  • Complete credit card number for any cards associated with the account showing the charge (do not send this by email).
  • Date of charge.
  • Amount of charge.
  • Your name, email address and phone number.

Any personal data disclosed to us will be held in accordance with our Privacy Notice.

Was this information helpful?

Thank you for your feedback.

Please select what best describes the information:

Thanks! While we're unable to respond directly to your feedback, we'll use this information to improve our online Help.