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Technical

What can I do if items are disappearing from my shopping bag?

If you've added something to your shopping bag, it will be reserved for 60 minutes. After 60 minutes it will be removed so other customers can buy it.

The item will automatically be moved into your Saved Items so you can add it back to your bag if it's still in stock.

If you find something has disappeared within 60 minutes, this may be because you're using the back button on your browser to navigate. Instead, use the grey Continue shopping button on the shopping bag page . You can also try refreshing the page.

If you continue to have problems you may need to delete your cookies - a cookie is a small file we store on your device to let us know who you are next time you visit us (for more information about cookies, click here).

Please note that if you have items in your bag or your 'saved items' that were added when you weren't logged in, you'll need to make a note of the product name/code as deleting your cookies could clear this history. If you sign in before you clear your cookies, all of your saved items will be saved to your account.

To clear your cache and cookies on a mobile browser please see the below steps:

 

iOS - Safari

Press the Home button and go to Settings. You'll see Safari listed with some other apps. Simply select Safari and then select Clear History and Clear Cookies and Data. Once you've done this, simply open up Safari again and go to our website. You should now see our mobile site instead of desktop.

 

iOS - Chrome

If you're using Chrome on an iOS device, open up the Chrome app and press the menu button in the top right hand corner (its three lines one under the other). Select Settings and then Privacy on the next screen. You'll then see the options to clear your cache and cookies. Once you've done this, simply close and reopen Chrome again and go to our website. You should now see our mobile site instead of desktop.

 

Android - Chrome

If you're using an Android device, then with your browser open, press the Menu button. Select Clear Browsing Data and then Privacy on the next screen. You'll see a pop up where you can select the data you want to clear. Tick the relevant boxes and press the clear button.

If your operating system or browser is not listed please check out your browser's support documents which you can most likely find online.

Once you've cleared your cookies, close your browser, reopen it and visit our site again. You should be able to use it without any more problems.

If after this you're still having problems, contact our Customer Care Team giving as much detail as you can about the issue including:

  • Screen shots of any error messages you get
  • What you've done so far to try to resolve it