During the registration process we may seek to authenticate your payment details by placing a small amount on your credit/debit card.
This transaction is purely a pre-authorized charge and no funds are taken from your account. After 3-5 working days the charge will be automatically released.

Registration and purchasing

When you register with ClickandBuy, you specify your preferred means of payment. This might be your bank account or a credit card etc. If you want to create more than one means of payment, don't forget to choose one as your default so that ClickandBuy can automatically preselect it for you during the payment process. Otherwise your payment may not be completed correctly.

Tip: You don't necessarily have to deposit money in your ClickandBuy account. To help you shop online conveniently, we also support standing orders or can charge your credit card directly!

Non-payment

In the event that you can't complete payment at a given time, we will help you resolve the problem as quickly as possible. We notify you by e-mail immediately and, in many cases, arrange the debit automatically on your behalf.

Needless to say, you can also remedy non-payment issues yourself from your ClickandBuy account, provided no other payment is being processed for your account at the time. We can charge the amount to the payment method displayed or you can use fast and uncomplicated methods such as direct debit or instant transfers. Balancing your account is just a mouseclick away.

To prevent any unnecessary inconvenience, we always review your preferred means of payment in conjunction with your bank.

We recommend that you verify your chosen means of payment so that we can offer you the best service possible. For example, with a verified bank account you get a wider range of purchasing options than with a payment method not verified by ClickandBuy. You will find detailed information on the verification of payment methods on our Help pages.

If you enter your payment information correctly but are nonetheless asked to choose a different means of payment, we recommend that you contact your bank or credit card provider. In many cases, irregularities can be resolved quickly and painlessly by a brief telephone call, allowing you to resume shopping online almost immediately!

Please note that some vendors may not support specific means of payment at their online shops, e.g. direct debiting. Unfortunately, ClickandBuy has no influence on this issue and cannot intervene.

Should you still not be able to resolve any problems, our friendly and capable customer advisors will be pleased to help at all times.

Review any receipts carefully to ensure there are no irregularities. Don't forget to use the easy-to-read transaction list in your ClickandBuy account to trace purchases. Immediately after you log on, your most recent transactions are shown in tabular form, with more detailed information just a mouseclick away. Compare this information with your account statements etc. In most cases, forgotten purchases are the cause.

If you still can't resolve this issue or you suspect that some transactions on your ClickandBuy account weren't initiated by you, our friendly and capable customer advisors will be delighted to advise you.

ClickandBuy itself does not issue invoices. As a financial services company we do, however, provide account statements. You can view these online, where you can also print out copies for your files.

To obtain an invoice for a product you have purchased online, please contact the vendor. He or she will be glad to help.

You can request a withdrawal if your account has shown a balance of at least 10 EUR for at least 10 days. We will transfer the requested amount to the bank account listed in your user profile, provided this account has been verified. Detailed information on payment methods and withdrawals can be found on our Help pages and in our fee table.

Under normal circumstances, the payment will be made to the specified bank account within five working days. Please note that the actual booking date may be affected by your bank's internal procedures.

If transactions are currently in process in your ClickandBuy account (e.g. as the result of direct debiting or pending charges to your credit card), your requested withdrawal may either be delayed or declined. In such situations it is sufficient to wait until these payments are marked "completed" in the list of transactions for your ClickandBuy account. At this point, you can once again launch the withdrawal process.

Please also note that some withdrawals may be declined as a result of our verification standards – which are mandated by the regulations of the Financial Services Authority (FSA) and which serve your personal security. In other cases, withdrawal verification may be conducted by phone.

Personal information

Review the information in your ClickandBuy account. Is it still up to date? Have you moved home or changed your bank and forgotten to notify us?

E-mail address

Is your e-mail address correct? Is it functional? Could your mailbox be full? Check this out immediately so that you can rectify any problems with your account. The account will be automatically reactivated as a direct result.

Non-payment

The same applies in the event that you have missed a payment. Here too there is a quick and easy solution.

As soon as we have received the outstanding sum, your account will be reactivated. You can find out more in the section "How can I pay for online purchases with ClickandBuy?" and locate detailed information on our Help pages.

Verification of payment methods

Have you already verified the payment methods stored in your profile? Verification not only increases the security of your ClickandBuy account. It also brings you numerous benefits when shopping. You can find detailed information on verifying payment methods on our Help pages.

Should you not find the information you want, our friendly and capable customer agents will be very happy to assist you.

Our convenient "Forgotten User Name and Password?" functions will help you immediately. You will find these directly below the login boxes on relevant pages on our website. Click the link and follow the instructions on screen.

You can find more information on our detailed Help pages. In the event that you still cannot access your account, our friendly and capable customer agents will be pleased to help.

First of all, you need to establish which part of the service you are unhappy with. Does the problem concern irregularities in the payment process, or are you dissatisfied with the product or services you have received?

Complaints about products / services

Your product is faulty, does not function correctly or was delivered late? Then submit your complaint directly to the shop where you placed your order. The vendor will take up the issue and help you find a resolution. The contact information will be available on the website of the merchant concerned.

Under normal circumstances, cancelling a transaction is only possible with the written consent of the vendor.

Payment-related complaints

Should there be irregularities within the ClickandBuy system, please contact us immediately as we will undoubtedly want to investigate the issue. You can expedite the matter by sending us full details and any relevant documentation. This might include e-mail correspondence, account statements with the bank information blacked out, or credit card statements, plus the order number and your customer number.

Needless to say, you incur no charges for maintaining an active ClickandBuy account. For this reason there is no real necessity to terminate an account either. You will find more information on our detailed Help pages and in our fee table.

Nevertheless, if you still prefer to close your ClickandBuy account, please notify us in writing. You can contact us by e-mail, fax or regular post.

Tip: If you would like to rejoin the ClickandBuy community at any time, you can register again – free of charge. If you require assistance, please don't hesitate to contact us.

Subscriptions involve services or products that are available to you for an extended period from one of our numerous partner stores. Typically they are automatically renewed and billed on a regular basis. If you have a subscription, you are free to terminate it at any time and can do so in your ClickandBuy account online.

Log on with your user name and password and select "Settings" from the menu. In addition to your personal details, you will find a list of your subscriptions here. A single mouseclick suffices to cancel the agreement at the earliest possible opportunity.

Please make sure that you observe the periods of notice specified by the vendor. These periods can neither be influenced nor monitored by ClickandBuy. Further information on periods of notice will be available on the merchant's website in the shop's standard terms and conditions.

ClickandBuy e-mails you details of offers from our numerous merchants – services and products that are tailored to your specific needs. If you do not wish to receive this newsletter, you can unsubscribe free of charge at any time.

To do so, locate the line "To unsubscribe, simply click here" in the footer of the newsletter.

Click on the word "here" and confirm your decision to unsubscribe by clicking the "Yes" button. What could be simpler?

You can also unsubscribe to the newsletter from your ClickandBuy account pages. After logging in, navigate to the "Settings" section in your profile. You can deactivate the newsletter option there.

We are committed to providing a high standard of service to all customers. If we fall short of the high standards we set ourselves, we want to hear from you. Letting us know if you are unhappy with the service you experience gives us the opportunity to continue to improve our products and services.

Please make sure you give us as much information as possible and you include your full contact data so we can resolve your complaint as swiftly as possible.

Online

The simplest way to raise an issue regarding the service you received from ClickandBuy is to follow the link here. Click the button that applies to you best, select “Complaint” from the dropdown menu on the next page and enter as much information as you can regarding the complaint.

Or in writing

If you wish to send us details by post, please write to:

The Customer Care Department

ClickandBuy International Limited

Lincoln House

137-143 Hammersmith Road

London, W14 0QL

United Kingdom

How do we react on your complaints?

We try to make it easy for you to contact us. We listen carefully to your complaints and make sure to address and resolve issues as fast as possible. Our aim is to resolve your complaint within two days of receiving it. If it cannot be resolved straight away, we will contact you within five working days to acknowledge receipt of the complaint and tell you who is dealing with it. In any case you will get a response from us within eight weeks telling you how your complaint has been addressed and what happens next.

Where your complaint is particularly complex, it may take longer to resolve. If this is the case, we will tell you how long we think it will take us to complete our investigations and respond to you again.

What if you are not happy with our response?

If you are not satisfied with our final response, or if eight weeks have passed since you first brought the complaint to our attention and you have not yet heard from us, the issue may be eligible for review by the Financial Ombudsman Service.

ClickandBuy International Limited is a member of the Financial Ombudsman Service, which was set up by the Financial Services Authority (FSA) as an independent arbitration service for financial services. The service is free to use, but there are some limitations on what the Financial Ombudsman Service can look into and which customers are eligible to use the Service. Further information can be obtained from the Financial Ombudsman Service web site at www.financial-ombudsman.org.uk.