Payment Policy

This page explains how you can pay at Hartwen, when money leaves your account, and how your payment details are kept safe.

Payment Methods We Accept

The full list of methods available to you is always shown at checkout before you pay. These usually include:

Visa, Mastercard, Maestro, and American Express debit and credit cards
Shop Pay
Apple Pay
Google Pay

If a method you expect is missing at checkout, it is not available for your card issuer or region. Email us and we will tell you what else we can do.

Currency

All prices and payments are in pounds sterling (GBP). If your card is issued in another currency, your bank will convert the amount at their own rate and may add a fee. That fee is set by your bank, not by us.

When You Are Charged

When you place your order, your card or digital wallet is authorised for the full order total. The payment is collected before your order is dispatched, and never for more than the total shown at checkout. Until then, your bank may show the amount as pending. If we cancel your order before dispatch, the authorisation is released and no money is taken.

Payment Security

Payments are processed by our payment providers over an encrypted connection. Hartwen never sees, handles, or stores your full card number, and we have no access to it at any point.

Our checkout runs on Shopify Payments and is PCI DSS compliant, the security standard used across the card industry.

Failed or Declined Payments

If a payment is declined, your order is not placed and no money is taken. A pending charge may briefly appear on your statement; it is released by your bank, usually within a few business days. The most common causes are an incorrect billing address, insufficient funds, or your bank blocking an online purchase. Check with your bank first, then contact us if the problem continues.

Taxes and Duties

Prices include UK VAT where applicable. Customs duties and import taxes on your order are covered by us, as set out in our Shipping Policy. You will not be asked for extra payment on delivery.

Refunds

Refunds are returned to the original payment method. Timings and conditions are in our Refund & Return Policy.

What Appears on Your Statement

Your card or bank statement will show a charge from Hartwen. If you see a charge you do not recognise, contact us before raising a dispute with your bank — we can almost always resolve it faster.