Unknown Charges

If you notice a charge you don't recognise, there are several possible reasons for it.

Important: Please do not send your credit card number via e-mail, as it is not a secure transmission method.

You can review your complete order history by visiting Your Orders. If you don't recognise a charge, consider the following common scenarios:

Order split into separate deliveries: You may have been charged smaller amounts for each delivery. Visit Transactions to check the exact amounts charged. See also Multiple Charges for the Same Order for more information.
Subscription renewed: If you have a subscription, such as a membership or digital service, it may have been renewed automatically.
Order placed by someone else: Check if your child, spouse, friend, or co-worker with access to your card number placed an order.
Other possible scenarios include:
- Additional cards linked to the same credit or debit account.
- A gift order was placed and shipped.
- You placed a digital order (such as an eBook, streaming service, or app purchase).
- An order was recently cancelled or modified. Some banks show authorisations as pending charges even after cancellation. See also Pending Charges for Cancelled Orders.

Complete credit card number for any cards linked to the account showing the charge (do not email this, provide it securely via phone).
Date of the charge.
Amount of the charge.
Your full name, email address, and phone number associated with the account.

Any personal information you provide will be handled securely and in accordance with our Privacy Notice.

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