topic Re: Contract in Orders

Contract

Kelly258 — Tue, 13 Jan 2026 11:07:48 GMT

hi, I placed an order this morning & took the £29 upfront fee - the screen then went black and I didn't get an order number or confirmation number. I have had no email either regarding it but I did get an email with the pre contract terms and conditions. Can you help with this on how I get the order number ?

Re: Contract

Kelly258 — Tue, 13 Jan 2026 10:57:37 GMT

Hi. I placed an order this morning and the upfront cost was taken , the screen went blank so I didn't recieve any confirmation or order number. I haven't had an email with confirmation either but I did get an email of a pre contract terms and conditions?

Re: Contract

Ali_A — Tue, 13 Jan 2026 13:18:04 GMT

Hi @Kelly258

Please give our Customer Service team a call where a guide in the Digital Sales team can check your order went through correctly.
They will be able to give you the order confirmation number, which you can then track on our Track Your Order page.

If the order wasn't completed, they can manually reprocess it for you.

Just so you know, the upfront payment you made at the time of your order was only a pre-authorisation for the payment, which is held as "pending" with your bank. We'll only complete the payment once the order is processed.
If the order does not get completed we will not take the payment, and your bank/card issuer will automatically release the Pending Payment back to your account. They usually do this after 10 working days.

Ali