This Payment Policy explains how payments are processed when customers purchase hoodies through our website. It is intended to provide clear information about payment obligations, transaction processing, pricing, security, authorisation, failed payments, refunds, and related matters.
1. Company and Contact Information
This website is operated by:
Company Name: Sivelle
Address: 231 HIGH STREET, ARLESEY, SG15 6SZ
Telephone: +44 7776611741
Email: support@sivelle.online
Customers who have questions about a payment, transaction, charge, refund, or billing issue may contact us using the details above.
2. Payment Requirement
Payment must be completed through the payment options made available during the checkout process.
Customers are responsible for ensuring that the payment information they provide is complete, accurate, current, and authorised for use.
An order may not be processed or confirmed until the relevant payment has been successfully authorised.
Submitting an order does not guarantee acceptance of the order. We reserve the right to decline, cancel, or place an order on hold where payment cannot be verified or where additional verification is reasonably required.
3. Accepted Payment Methods
The payment methods currently available to a customer will be displayed during checkout.
The availability of a particular payment method may depend on factors including the customer's location, transaction value, payment provider, device, currency, or other technical or security requirements.
We do not guarantee that every payment method will be available for every order.
Customers should select one of the payment methods presented at checkout and follow the payment instructions displayed during the transaction.
4. Prices and Charges
The price applicable to a product is the price displayed on the website at the time the customer places the order, subject to correction of obvious pricing errors.
Before completing an order, customers will be given an opportunity to review the relevant product price and any additional charges that apply to the transaction.
Where delivery charges, taxes, duties, or other applicable charges are payable and are calculated by our website, they will be displayed during the checkout process before the customer confirms payment.
We will not intentionally add undisclosed optional charges to an order.
The customer is responsible for reviewing the final amount payable before confirming the transaction.
5. Payment Authorisation
When a customer submits payment information, the transaction may be sent to the relevant bank, card issuer, payment processor, or payment service provider for authorisation.
Payment authorisation may involve security checks designed to confirm the validity of the payment method and protect customers and merchants against unauthorised transactions.
A payment may be refused where the payment provider, issuing bank, or other relevant financial institution does not approve the transaction.
We are not responsible for a payment being declined by a customer's bank or payment provider.
Customers should contact their bank or payment provider directly where a transaction is declined and the reason is not provided to us.
6. Order Confirmation and Payment Status
After a customer submits an order, the customer may receive an order acknowledgement or confirmation.
An acknowledgement that an order has been received does not necessarily mean that payment has been successfully completed or that the order has been accepted for fulfilment.
We may review the order and payment before processing the goods.
If payment is unsuccessful, incomplete, reversed, cancelled, or otherwise not properly received, we may suspend or cancel the relevant order.
Where reasonably possible, we may contact the customer if there is a payment problem affecting an order.
7. Payment Security
We take reasonable measures to protect payment transactions and customer information.
Payment information may be processed through secure payment systems provided by third-party payment processors or financial institutions.
Payment card businesses and payment service providers may apply security standards intended to protect cardholder information and reduce payment fraud.
Customers should only submit payment information through the secure checkout process provided on our website.
Customers should not send complete payment card details, card security codes, online banking passwords, or other sensitive payment credentials to us by ordinary email.
8. Payment Verification and Fraud Prevention
We may carry out reasonable checks before accepting or fulfilling an order.
These checks may include reviewing transaction information, billing information, delivery information, payment authorisation results, order activity, or other indicators relevant to fraud prevention and transaction security.
Where an order appears unusual, inconsistent, unauthorised, fraudulent, or otherwise requires verification, we may temporarily place the order on hold.
We may request reasonable information necessary to verify an order or payment.
If satisfactory verification cannot be completed, we may refuse or cancel the order and arrange any appropriate reversal or refund of money already received.
9. Incorrect or Failed Payments
A transaction may fail for reasons outside our control, including insufficient funds, incorrect payment information, expired payment methods, payment provider restrictions, security controls, technical interruptions, or bank authorisation decisions.
If a payment fails, the customer may attempt another available payment method.
Customers should avoid repeatedly submitting the same transaction where the payment status is unclear, as multiple authorisation attempts may appear temporarily on their account.
If a customer believes they have been charged despite receiving an unsuccessful payment message, they should contact us and provide sufficient order information for us to investigate the payment status.
10. Pending and Temporary Authorisations
In some circumstances, a bank or payment provider may place a temporary authorisation or pending transaction on the customer's payment account.
A pending authorisation is not always the same as a completed charge.
The length of time that a pending authorisation remains visible may depend on the customer's bank or payment provider.
Where we have not completed a transaction, any release of a temporary authorisation may be controlled by the relevant bank or payment provider.
Customers should contact their financial institution if they require information about the timing of a pending authorisation.
11. Duplicate Charges
Customers who believe that they have been charged more than once for the same order should contact us as soon as reasonably possible.
We will review the relevant order and transaction information available to us.
If we confirm that an unintended duplicate payment has been received by us for the same transaction, we will take reasonable steps to correct the duplicate payment.
A customer should be aware that multiple pending authorisations shown by a bank do not necessarily mean that multiple payments have been fully collected.
12. Currency and Currency Conversion
The currency applicable to an order will be displayed during the purchasing process.
Where a customer's payment account is denominated in a different currency from the currency charged by our website, the customer's bank or payment provider may perform a currency conversion.
Any conversion rate, foreign transaction charge, banking fee, or other fee imposed independently by the customer's financial institution is determined by that institution.
We do not control exchange rates or fees charged directly by a customer's bank, card issuer, or payment provider.
13. Payment Information Provided by Customers
Customers must provide accurate billing and payment information.
Customers must not use payment information belonging to another person without proper authorisation.
By submitting a payment, the customer confirms that they are authorised to use the selected payment method and that the information supplied is accurate to the best of their knowledge.
Customers should promptly update or correct relevant information where an error is identified before an order is processed.
We may cancel an order where inaccurate or inconsistent payment information prevents us from reasonably processing or verifying the transaction.
14. Pricing Errors
We make reasonable efforts to display accurate product prices.
However, administrative, technical, system, or human errors may occasionally result in an incorrect price being displayed.
Where we identify an obvious pricing error before an order is processed, we may contact the customer and provide an opportunity to proceed at the correct price or cancel the affected order.
Where an order is cancelled because of a pricing error after payment has already been received, the amount received for the cancelled order will be refunded using an appropriate method.
Nothing in this section is intended to restrict any rights available to customers under applicable UK consumer law.
15. Discounts and Promotional Pricing
Where a discount, promotional price, or promotional code is available, the applicable terms must be satisfied before the discount will apply.
Unless otherwise stated during the promotion, discounts cannot necessarily be combined.
A promotional code must normally be entered before the customer completes payment.
We are not required to retrospectively apply a promotional code that was not correctly entered or accepted before the order was completed, except where required by applicable law.
Promotional prices may be subject to availability and any conditions clearly communicated with the relevant offer.
16. Refunds and Payment Reversals
Where a refund is due under our applicable policies or under UK consumer law, the refund will normally be returned through the original payment method where reasonably possible.
Refund processing time can vary depending on the payment method, bank, card issuer, and payment processor.
After we have initiated a refund, additional processing time may be required before the amount appears in the customer's account.
We do not control the internal processing times of a customer's bank or payment provider.
Where the original payment method cannot reasonably receive the refund, we may contact the customer to determine an appropriate alternative method.
Customers retain their statutory rights in relation to faulty goods, goods that are not as described, and other circumstances protected by UK consumer law.
17. Chargebacks and Payment Disputes
If a customer believes that a payment is incorrect, unauthorised, duplicated, or otherwise disputed, we encourage the customer to contact us promptly so that we can review the matter.
Where a customer raises a chargeback or payment dispute with a bank or payment provider, we may provide relevant transaction information to the payment provider as reasonably necessary to respond to the dispute.
This information may include order records, payment records, communications, delivery information, and other evidence relating to the transaction.
Fraudulent, abusive, or knowingly false payment disputes may result in restrictions on future orders where permitted by law.
Nothing in this section limits the customer's right to raise a legitimate payment dispute.
18. Cancellation and Payment Adjustments
Where a customer has a legal or contractual right to cancel an order, any refund or payment adjustment will be handled in accordance with the applicable cancellation and refund terms and UK consumer law.
For eligible distance purchases, statutory cancellation rights may apply.
If an order is cancelled before fulfilment and payment has already been collected, the appropriate amount will be refunded where required.
If only part of an order is cancelled, the payment adjustment will relate to the applicable cancelled portion and any other amounts that must legally be refunded.
Nothing in this Payment Policy removes or reduces any mandatory cancellation or refund rights available to consumers.
19. Third-Party Payment Providers
Payments may involve independent banks, card issuers, payment processors, or payment service providers.
These third parties may conduct their own authorisation, identity, security, fraud prevention, or compliance checks.
They may also apply their own terms relating to the use of their payment services.
We are not responsible for independent service interruptions, security restrictions, account restrictions, currency conversion charges, or transaction decisions imposed solely by a third-party financial institution or payment provider.
However, we remain responsible for our own obligations relating to orders and customer payments under applicable law.
20. Payment Enquiries and Customer Support
Customers should contact us if they have questions regarding a payment associated with an order.
To help us identify the relevant transaction, customers should provide appropriate information such as their name, order number, amount paid, and a description of the payment issue.
Customers should not provide complete card numbers, card security codes, banking passwords, or other highly sensitive payment credentials by email or telephone unless they are communicating directly with an authorised financial institution through an appropriate secure process.
Payment enquiries may be submitted to:
Company Name: Sivelle
Address: 231 HIGH STREET, ARLESEY, SG15 6SZ
Telephone: +44 7776611741
Email: support@sivelle.online
This Payment Policy does not exclude, restrict, or replace any statutory rights available to consumers under applicable law in the United Kingdom.