Payment Questions

The English Truffle Company offers a comprehensive range of payment options:

• Credit / Debit Card
• PayPal
• Bank Transfer (Bacs)

Please note that for certain services and orders over a certain value, we only accept payment by bank transfer.

Credit and Debit Cards

Paying by credit or debit card is fast and secure. We gladly accept Visa Credit, Visa Debit, Visa Electron, Mastercard, Maestro, American Express and JCB cards. You may pay securely with any of these cards on the web site through UTP Merchant Services. Alternatively, we can take card payments by telephone on 0330 1 330 805.

PayPal

We also accept PayPal payments at the checkout.

Bank Transfer (Bacs)

You can make your payment directly into our bank account by internet or telephone banking. Choose this option at the checkout and you will be shown and emailed our account details after you have placed your order. Please use your Order number as the payment reference. We will only dispatch any goods when payment has cleared into our account.

After you have entered your card details, click “Securely Submit Payment” to go to the 3D Secure window. What you see will depend upon the type of card and your bank.

Visa Secure (formerly known as Verified by Visa)

If you want to pay with a Visa card you will be prompted to enter your pre-determined security password which you would have set up when you registered your card. If you have forgotten this password, you will have to click the “Forgot your password?” (reset password) link. The exact process will depend on your bank. Please enter the information requested and click “Submit” to authenticate payment. Please note that a password is not always requested.

MasterCard SecureCode/NetCode

When using a MasterCard you will either have created a SecureCode password or your bank will send you a NetCode via SMS. When you use 3D Secure you will be prompted to enter either of these passwords. Please enter the information requested and click “Submit” to authenticate payment.

There is a possibility that you haven’t yet applied or been given a code which will hinder your payment going through. Please get in touch with MasterCard to set this up.

American Express SafeKey

If you pay by American Express card, you may be sent a verification code by text or email. Once you get it, just tap it in, and you’re good to go.  You may also need to enter part of your Card PIN for additional
verification. This is the same PIN that you use in-store.

Have you just entered your payment details and the transaction page has not loaded? This could very well be due to a 3D Secure authentication failure or a 3D Secure error. 3D Secure is commonly referred to as Visa Secure (formerly known as Verified by Visa), Mastercard SecureCode. 3D Secure is a layer of security provided by your bank that requires where you’ll have to enter a password or SMS code to authorise payment. Sometimes there are problems with 3D Secure that can cause debit and credit card payments to fail.

If your 3D Secure verification fails, you will not be charged.

If you do not see a pop-up screen:

or

• If you are using Internet Explorer 10, please attempt to pay using an alternative internet browser (e.g. Google Chrome or Mozilla Firefox).
• You may currently have a pop-up blocker installed which is restricting the additional 3D Secure page from opening. Please disable the pop-up blocker for a few minutes and then you will be able to complete your payment.
• Try and pay via a computer or laptop rather than your mobile. Some mobiles are not configured to allow pop-ups and so this can stop your payment going through.

If you see the pop-up screen but payment still fails:

• Double-check that the correct information has been entered in the 3D-Secure screen.
• It may be that your bank is currently not enrolled in the 3D Secure verification programme.
• Please do not make multiple payment attempts in quick succession using the same computer, as repeated requests from the same IP address are likely to fail. If none of the above steps have allowed you to submit a payment, please try again using an alternative device, wait a couple of hours and try again or call us to pay by phone.
• If you do not know your password (or you have not set up 3D Secure) you should follow the instructions on the pop-up. If you cannot see instructions, or you have any questions please contact your bank, who should be able to help.

Alternatively:

• Use another card or
• Pay by PayPal or
• Call us on 0330 1 330 805 and we can process a telephone order for you.

To reduce fraud, our card processor makes several security checks. If you get a message “AVS/CV2 declined”, some of the card/personal/authorisation details entered do not match the information held by your card issuer. Please note, payments for overseas billing addresses will be rejected. Please contact us to resolve this for you.

AVS Checking

The processor’s Address Verification System checks the card-holder address and postcode you entered exactly match those registered with your card issuer.

CV2 Checking

CV2, CVV, or Card Verification Number is a security measure by banks for transactions where the cardholder is not present. The code can be found on the reverse of most credit and debit cards and is a three-digit code on the signature strip. On American Express cards this is a four-digit code found on the front of the card in the top right corner.