General  Technical  Help



If you are having technical difficulties using our site, please find troubleshooting tips below for the following scenarios...

Can't log in?

Your browser may have been logged out of our system between visits as there is a 15-minute time limit in which you can view it without having to login again.

Also, some browsers can be set to refuse cookies, and you may wish to check your system to see whether you are running any cookie management programs.

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Website slow/won't connect?

Try reloading or refreshing the page. If the website is taking a long time, or if a webpage loads halfway, or even if it loads for a long, long time, often simply clicking the "Stop" button at the top of your browser and then clicking "Reload" or "Refresh" solves the issue.

Try clearing your history. Most website browsers temporarily store a local copy of every webpage you visit on the website. Clearing your cache deletes all of those files and makes room for new ones. Go to the "Cache" or "Temporary Internet Files" option on your website browser and delete the files stored in your cache.

If you still encounter difficulty, you may need to upgrade your browser or contact your Internet Service Provider directly for further assistance.

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Can't view pages?

Try refreshing the page by going to the top of your browser and clicking the two circling arrow buttons to refresh the page you are looking at. If this does not fix the issue, it may be that cookie management or file utility software is causing the difficulty. Your web browser must be set to accept Cookies from our website in order to complete a purchase and take advantage of essential website features, such as 1-Click Shopping, storing items in your Shopping Basket or receiving personalised recommendations.

If you are using Internet Explorer, you will want to choose the drop-down menu entitled "View," then visit "Internet Options..." Choose the "Advanced" tab and scroll down to "Cookies". Fill in the "Always Accept Cookies" radio button. This should enable your browser to accept cookies.

On Mozilla Firefox the path is >> Tools >> Options >> Cookies >> "Allow sites to set cookies".

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Credit card not accepted?

When you place a new order as a returning customer (for your second or subsequent order), we automatically fill in the applicable credit or debit card information for you so that you won't have to re-confirm the card with us.

Bear in mind however, there are some exceptions to this rule:

  • If you re-enter any of the card information (name on card, last 5 digits, expiration date, etc.) our system assumes it must be a new card and asks you to send the complete card number.
  • If you request delivery to a new address (one you haven't used with us before with this card) or an address that you have added or edited through the Address Book feature in Your Account.
  • If the order is a gift (to a new address) or a gift certificate.
In each of these cases, we ask you to re-confirm the payment card for your own security.

Please also consider the following:
  • Did you select the correct card type from the drop-down menu?
  • Did you enter the credit or debit card number correctly?
  • Did you select a valid expiration date from the drop-down menus?
  • Did you enter your name as it appears on the payment card?

Sometimes, deleting the existing information and re-entering your payment card information as a new card can do the trick. To do this, click on Your Account and then choose Edit or delete a payment method. Delete the payment card in question and after saving, try re entering your payment card details carefully after proceeding to checkout.

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Parental software?

If you are using any type of parental control software, or if your Internet Service Provider has such controls active on your account, please be sure that these functions are disabled.

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Shopping basket empty?

Please be aware that the Shopping Basket is a temporary place to store a list of items. Our catalogue is constantly changing, so items that have been in your Shopping Basket for a long time might no longer be available. To avoid this, your Shopping Basket will expire 90 days after the last time you add or delete an item or simply view the contents of your basket. In a very few instances, disappearances may result from software changes made on our website.

If the site does not greet you by name:
You will need to log in. Click "Basket" on top right corner on our welcome page and select "Sign in" next to Shopping Basket.

If reloading/refreshing browser does not help:
It is recommended that you clear (or "purge") your page history on a regular basis. While a healthy history can speed up your Web surfing, you might start to experience slowness when the history begins to fill up.  You may also want to consider upgrading to a newer version of your browser (Internet Explorer, Mozilla). You should visit the homepage of your browser website to check if any updates are available. You can find directions on how to do this in most cases by clicking Help at the top of your browser window.

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Shopping basket missing ?

If you are unable to find the "Add to Shopping Basket" button on the detail page of an item, first make sure that the item is not listed as "We are currently unable to offer this title", or "Available from these sellers". If the item is listed as "We are currently unable to offer this title" you will not be able to order the item from Amazon.co.uk. If the item is listed as "Available from these sellers", it will not be possible to order the item from Amazon.co.uk however it can be ordered from a third-party seller on Amazon Marketplace.

If the item is listed as available from Amazon.co.uk and you are unable to find the "Add to Shopping Basket" button, it's possible that your browser is not downloading the image of the Shopping Basket button. Check your browser's preferences to ensure the settings allow the downloading of image files.

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1-click problems?

Unable to place 1-Click order:
Please make sure that your 1-Click settings are not turned off. Click on the link that says "Change your 1-Click settings" which will give you the option to turn on your 1-Click settings if they are currently turned off.

No 1-Click Button:
Your web browser must be set to accept Cookies from our website in order to complete a 1-Click purchase and take advantage of essential website features, storing items in your Shopping Basket or receiving personalised recommendations.

If you are using Internet Explorer, you will want to choose the drop-down menu entitled "View," then visit "Internet Options..." Choose the "Advanced" tab and scroll down to "Cookies". Fill in the "Always Accept Cookies" radio button. This should enable your browser to accept cookies.
On Mozilla Firefox the path is >> Tools >> Options >> Cookies >> "Allow sites to set cookies".

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Account not recognised?

If you encountered problems while logging into your account or during checkout:
You may be able to temporarily correct the problem by disabling Javascript in Internet Explorer by following these instructions:
1) Choose Tools/Internet Options from the IE menu.
2) Click on the Security tab and select "Internet" in the Web content zone box.
3) Then click on "Custom level" to reveal the Security Settings
4) Scroll to "Scripting" toward the bottom of the list and set the "Active Scripting" choice to "Disabled"

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Missing buttons?

If you are unable to view an image or button, it's possible that your browser is not downloading the image or button. Check your browser's preferences to ensure the settings allow the downloading of image files.

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If you are having technical difficulties using our site, please find troubleshooting tips below for the following scenarios.