• I think goods I’ve ordered are counterfeit, or I’ve received a letter from Border Force saying that my goods have been seized

    If you’ve ordered something and it appears to be fake, please download and complete our counterfeit goods form and email it to us at disputes@tescobank.com. We may be able to help resolve the issue.

    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.

    Please make sure you have the following information available, before completing the form:
    • 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 you’ve ordered

    We may ask you to contact the genuine brand to get confirmation that the retailer you purchased from isn’t an authorised seller of their goods.

    If you’ve received a letter from Border Force stating your goods have been seized, we’ll ask you to send us a copy.

    We'll process your request and contact you when complete, or if we need further information. Please bear with us, due to extraordinary demand in our contact centres, it may take longer than usual to process your request.

    Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.
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