Help Centre

Store card FAQs


Top questions

Here are some common questions about store cards

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How do I pay?

If you have an online account, you can make payments after logging in.

Log in to your online account

Set up access to your account

Need help logging in?
More ways to pay

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What's my balance?

It’s the total amount you owe that's shown on your statement. It includes any purchases, fees and charges on your account.

Log in to your account

Set up access to your account

Need help logging in?

The amount may be different if you’ve paid us, bought items or had a refund since your statement.

If you can't get online contact our Customer Service Team

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How do I change my address?

You can tell us you've moved address by filling in our online form.

Change of address form

If you have an account, you can also change other personal details online.

Log in to your account

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How much do I need to pay?

You need to pay at least the minimum payment shown on your monthly statement.

If you only pay the minimum, it’ll take you longer and cost you more to clear your balance.

Log in to your online account

Set up access to your account

Need help logging in?
More ways to pay

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What if my card is lost, stolen or damaged?

Contact us straightaway by filling in our online form.

Lost and stolen card form

Then, we'll block your card and send you a new one.

  • Questions about your purchase

    For questions about a particular product, delivery or returns, contact the company you bought your item from first.

    Otherwise please get in touch with us.

  • Fees and charges

    We charge a £12 fee if:

    - you don’t pay the minimum payment by the due date
    - you spend over your credit limit
    - you pay by cheque and it bounces

  • If your application has been declined

    You can ask us to review the decision by writing to Ikano Bank, PO Box 7221, Willenhall WV1 9DR.

    Please include a recent copy of your credit report and any other financial information you think we should know about.

    We’ll respond within 14 days - we may need to ask you for more information.


  • How are payments allocated if I don’t pay the full balance?

    The amount you pay will cover any insurance premiums first.

    It starts with higher interest rate balances, covering default fees and charges, then interest, then the cost of your purchases.

  • My payment isn't showing on my account, what should I do?

    If you paid more than 5 working days ago, check with your bank to see if the payment was processed.

    If your payment has been returned, it's because you've used the wrong reference or not added one. It must be your store card account number so we can match it to your account.

    If it's been processed, please get in touch so we can look into it.

  • How is interest charged?

    We charge interest from the day you bought your item until the balance is fully paid (unless you're eligible for a promotional rate).

    You get up to 55 days interest free on all purchases if you pay in full.

Your account

Closing an account

  • Letting us know about a bereavement

    After you tell us, we'll make the process of closing the person's account as smooth as possible.

    Register a bereavement

  • How do I close my account?

promotional offers

  • How does buy now pay later work on my New Look card?

    You qualify if you've spent £50 or more in one transaction. It means your purchase is interest and payment free for up to 3 months. Interest will be charged on any balance left afterwards.

    If you pay on time and in full before the end of the period you won't be charged interest. Your monthly statement will tell you when your period ends, how much and when you need to pay.

    Log in to check your statements


  • What happens if I miss a payment?

    You’ll be charged a £12 fee. It may also be recorded on your credit report, which could make it harder or more expensive for you to get credit in the future.

    Get help with paying

  • What if I can’t pay this month?

    We can help if you're worried about paying. Please get in touch with us straightaway.

  • What happens if I keep missing payments?
  • Where can I get help with managing my money?

    There are lots of charities that offer free and independent advice to help you manage your finances.

    Get financial support

Contact us

These are challenging times and we’re dealing with a high number of calls and requests for customer support. Unfortunately this can mean long call wait times and queues.

We’re doing our best to help customers who need our support the most, so please only call if your request is urgent. Thank you for your understanding.

Contact us

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Accessibility services

We want to make it easy for everyone to use our products and services. This means we're always working hard to improve accessibility for people who have a disability or health condition.

  • If you're blind or visually impaired

    We can send you documents in accessible formats. To ask for large print, Braille or audio, please contact us on 0344 856 5753* +44 344 856 5753 if you’re calling from abroad. This is an automated line so please leave a message*


  • If you're deaf or hearing impaired, or have a speech difficulty