FAQ Category: Paying For Your Order

Online payment isn’t working

As we are based at the University of Cambridge we are limited with regards to how we can take payment for orders. The only online payment option is via our bespoke payment gateway, and it is quite a lot slower than you may be expecting. Please be patient and do not close the payment window prematurely.

For failed payments, please try the following:

  • Clear your browser cache
  • If using Chrome as the browser in previous transaction, please try using Firefox , Edge or Safari (if using Apple device/system)
  • If using a company device, some of the features in our payment portal may have been blocked by the device’s security, please try using an alternative device such as personal laptop etc
  • If the error says ‘3D secure challenge’ this means that the information provided during payment did not match with the card issuer’s record. This is a security check, so please ensure that all payment details entered are the same as what the card issuer has on their record especially the billing address. If there is anything which does not match, the payment will fail.

I have placed an order but I haven’t paid.

If you have placed an order online and chosen to pay by telephone you can call us on 01223 765860.

Please note that our core customer services hours are 10:00-13:00 Mon-Fri

*As we are a small team we will do our best to ensure that telephone calls received during these hours are answered. Calls received outside of these hours may not be answered, but voicemail messages will be returned within 24 hours.

 

Can I pay over the phone?

You can pay over the telephone by calling the number on our Get in Touch page, during the office hours listed. Please have your payment card and order number ready when you call.