Introduction
This guide explains what to do when you cannot place an order because the checkout displays an unclear error message and does not identify which item is causing the problem.
Issue description
Some customers are unable to complete checkout because the system returns a generic error message without specifying the item, address detail, or basket content causing the issue.
Signs
The order will not submit at checkout.
An error message appears, but it does not say which item is causing the problem.
The basket appears to be complete, but the checkout process stops unexpectedly.
Basic troubleshooting steps
Check that all required delivery and contact details have been entered correctly.
Remove any recently added items and try placing the order again.
Try checking out one item at a time if your basket contains multiple items.
Refresh the page or sign out and sign back in before trying again.
If possible, try a different browser or device.
Contact support
If the issue continues, please provide the items in your basket and the delivery postcode so we can identify and resolve the issue preventing you from completing your order.
Additional information
Including the full basket contents and delivery postcode helps our team investigate item-specific restrictions, postcode limitations, and other checkout errors more quickly.
Conclusion
If you are still unable to place your order, send us the basket details and delivery postcode and we will help you complete checkout.