Some orders have a quick security check before we release the gift card. It's routine, and it protects you and other customers from card fraud.
Gift cards are a common target for fraudsters, so we check a small number of orders by hand. Being checked doesn't mean we think you've done anything wrong.
What you need to do
- Look for our email asking you to verify your payment method. Check your spam folder too.
- Find the 4-digit code shown after "GIFT OFF" on your bank statement or in your banking app. See How do I find the 4-digit code?
- Reply to that email with the code.
Once we've checked it, your order is released straight away.
When we check orders
We review orders every day, including weekends, between 9am and 5pm UK time. If you reply outside those hours, we'll pick it up the next morning.
If we don't receive the code within 72 hours, the order is cancelled and refunded automatically.
Why some orders are checked
For example, when a card is new to us, when the card's country differs from the gift card's country, for higher-value orders, or when several orders are placed close together.
Please don't place the same order again while you wait, as duplicate orders can slow things down.