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.

Pay in your online account

Set up an online account
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 an online account

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

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How do I change my address?

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

Pay in your online account

Set up an online account
More ways to pay

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What if my card is lost or stolen?

Contact us straightaway on 0371 781 3047* (+44 371 781 3080 if you're abroad). This is an automated line so please leave a message.
  • 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
    - your cheque bounces
    - your Direct Debit is unpaid

  • 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

  • How much can I spend?
  • How do I see my recent transactions?
  • When will my refund show on my account?

    Please allow up to 14 working days for it to show on your account.

  • How do I close my account?

    Please call us on 0371 781 3047*

    You can close your account when you've paid off all you owe.

Closing an account

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  • How does interest-free credit work on my Oasis/Warehouse card?

    You qualify for up to 3 months interest-free credit if you've spent £100 or more in one transaction. It means your purchase is interest free for up to 3 months. Interest will be charged on any balance left afterwards.

    You still need to pay the minimum monthly payment shown on your statement. But no interest will be charged on your interest-free credit purchase balance until the interest-free period is over. The date it ends will be on your statement.

    If you don’t fully repay the balance before the interest-free period ends you'll be charged interest.

    Log in to check your statements

  • 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

Coronavirus help and support

Take Five - To Stop Fraud

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