Payments & Invoices FAQ

Yes, VAT can be removed from your order, but this is subject to eligibility criteria set by HMRC. You’ll need to provide the necessary documentation to confirm that you qualify for VAT exemption.

For full details, please refer to the official government guidance and then contact our sales team to arrange.

If you do not qualify for VAT exemption, then we must charge VAT as we are a VAT-registered company. 

We accept the following payment methods:

• PayPal
• Visa
• Mastercard
• American Express (Amex)
• GoCardless (for direct debit payments)

All payments are processed through our Opayo by Elavon secure payment portal (previously known as Sage Pay) for full payment security. 

You certainly can! We use GoCardless for this purpose, which is one of the UK's largest Direct Debit providers.

This is perfect if you're a regular customer and would like a much easier way to make payments from your bank account. Please contact us for details. 

Yes we accept purchase orders (POs). To place an order this way:

1. Send us your PO details and order specifications by contacting our sales team
2. We’ll generate a bespoke quote, which must be purchased before the order is processed
3. Orders are processed immediately upon confirmation and payment.

POs are typically used for larger orders, but we can arrange them for any order size. We also offer GoCardless as an alternative payment option by Direct Debit. Contact our Sales Team to see if this is a better fit for you.

If your card isn’t being accepted, it's likely due to bank security measures or incorrect details. Here are some common reasons and solutions:

Possible Causes & Fixes:

• Incorrect card details – Double-check that your card number, expiry date, and CVV are entered correctly.
• Incorrect personal details - Banks can sometimes run checks against the billing address and deny payment if it's an address they do not recognise. Always try to make sure the billing details match the cardholder's details exactly. 
• Billing details too long or incorrect - Payment details that are sent to the payment provider can have character limits or block unusual characters. Check that your billing address isn't excessively long, and that you haven't included any characters where they aren't supposed to be (such as a comma or dash in your postcode).
• Bank security blocks – Some banks may flag online transactions as a security precaution. If this happens, you're likely to see a check appear which requires you to enter a passcode or open your banking app to approve the payment. If this doesn't appear, contact your bank for more information. 
• Expired Card – If your card has expired, you’ll need to use an alternative payment method.

If you're still having trouble, contact our support team and we'll try to arrange an alternative method of payment, or otherwise help to identify the issue for you.

Note that we also accept PayPal and Direct Debit payments as alternative options. 

If PayPal isn’t working, try using a different browser or checking your PayPal account for any restrictions. Also check your emails, texts and any in-app notifications, as PayPal may have requested that you verify your payment. 

If the issue persists, you’ll need to contact PayPal directly, as we cannot resolve PayPal-specific problems.

We also accept VISA, Mastercard, American Express (Amex), and GoCardless as alternative payment methods.

If you need help completing your order, reach out to our sales team via phone, live chat, or email.

Certainly. All our invoices include our company details, our VAT number, and the VAT amount charged for your records. This will be emailed to you immediately after you place your order. 

Your invoice will be emailed to you immediately after your order has been placed. 

If you don't receive it, please check your spam/junk folder, as it may have ended up in there. If there's still nothing after one hour, please contact our support team.

Yes. You can log into your online account (using the same email address you used to place your order). You can then browse through your order history and download PDF copies for your records.

Alternatively, please contact support and we'll send you a copy of any invoices upon request. 

As we use Opayo by Elavon for online payments (formerly known as Sage Pay), we will never have access to your card details when paying online. Instead they will be processed by Elavon directly, which is authorised and regulated by the Financial Conduct Authority (FCA), and processes billions of pounds worth of payments in the UK every year.

On our website, we use the very latest encryption and abide by all data protection laws to ensure that your personal data is kept secure.

PayPal is also available.