Having Problems?

If you are having problems ordering from our site please note that your account address MUST be the same as the credit card's address that you are paying with. If its not then your payment will be declined.

Unfortunately the credit card company wont inform us straight away, it will take up to 5 minutes so you will be bounced back to the basket page of our site making the proces confusing! We are trying to change this so it is more customer friendly but this is how the credit card companies work, not us.

This process was introduced early this year to help over-come fraudulent card transactions. Customers putting in a different address will be unable to complete the order, they will need to change the account address to the cardholders.

Please note that if you have already put in the wrong address and tried to end your purchase and the above has happened, your bank will put a shadow on the cash amount of the sale. This means that it will look like the funds have been taken. They havent! Your Bank / Credit Card is holding that amount waiting to send it to us but as it was declined they need to release the amount from the shadow. This automaticaly happens after 24 hours but it can be speeded up by your request.

We are available to speak to between 10am and 6pm Monday to Saturday and 11am to 5pm on Sundays on 020 8460 4456.

Kind regards, Urban Chaos.