If you weren’t given a specified delivery date, please allow enough time for it to be delivered before getting in touch. If you ordered something on a Mastercard card, please allow 30 days; if you have a VISA card, it’s 15 days.
If this date has passed, you can request a Chargeback, please download and complete the goods not received form and email it to us at email@example.com. We recommend using a laptop or PC to do this. If you are using your mobile, you will need to save the form to your files before completing the fields and emailing it.
When completing the form, please make sure you have the following information available:
- Your credit card number or your sort code and account number
- The date and merchant name on the transaction you want to dispute (you can find this on Online Banking, the Mobile App or your paper statement)
- A description of the goods or services you purchased
- The date that you were meant to receive the goods or service (if one was given to you)
We'll process your request and contact you when complete, or if we need further information. Due to extraordinary demand in our contact centres, it may take longer than usual to process your request.