Payment Policy

Payment Policy

At Solenne, we want checkout to be simple, secure and transparent.

This Payment Policy explains how payments are processed when you purchase from us, including available payment methods, payment authorisation, pricing, security, refunds and failed transactions.

This policy should be read alongside our Terms & Conditions, Returns & Refunds Policy and Privacy Policy.

Currency

Unless otherwise stated, prices displayed to customers purchasing through our UK store are shown in Pounds Sterling (£ GBP).

The currency applicable to your order will be displayed before you complete your purchase.

Where another currency is available, the relevant currency and amount payable will be shown during the purchasing process.

Prices & Taxes

We aim to display prices clearly and accurately.

Where applicable, prices presented to UK consumers will include taxes that are required to be included in the advertised consumer price.

Any mandatory charges that can reasonably be calculated in advance will be presented in accordance with applicable UK consumer law.

Before submitting your order, you will have an opportunity to review the total amount payable.

Delivery Charges

Delivery charges, where applicable, will be clearly communicated during the purchasing process.

The amount may depend on factors such as:

  • your delivery address;

  • the delivery option selected;

  • the size or weight of your order; and

  • any applicable delivery promotion.

Where a mandatory delivery charge can reasonably be calculated, it will be reflected in the total amount payable as required by applicable law.

Optional premium delivery services, such as express delivery, will only be charged where you actively choose them.

For more information, please see our Shipping & Delivery Policy.

Accepted Payment Methods

The payment methods currently available for your order will be displayed at checkout.

Depending on the services available through our store, these may include:

  • debit cards;

  • credit cards;

  • digital wallets;

  • accelerated checkout services;

  • third-party payment services; and

  • other payment methods displayed at checkout.

Availability may vary depending on your device, location, currency or the payment services supported by our payment providers.

A payment method is only available where it is displayed as an option during checkout.

Payment Authorisation

When you submit an order, your payment method may be authorised, verified or charged through the relevant payment provider.

Depending on the payment method used, your bank or payment provider may temporarily reserve funds before the payment is fully completed.

An authorisation or payment being successfully processed does not necessarily mean that we have accepted your order.

Unless otherwise stated in our Terms & Conditions, our acceptance of your order and formation of the contract will occur in accordance with the order acceptance process described there.

If we are unable to accept your order after payment has been collected, we will refund the amount due to you.

Payment Authentication

For security and fraud-prevention purposes, your bank, card issuer or payment provider may require additional verification before approving a transaction.

This may include an authentication step such as:

  • confirmation through your banking application;

  • a one-time security code;

  • biometric authentication;

  • a password or security credential; or

  • another verification method provided by your bank or payment service.

Solenne does not control whether your bank or payment provider requires additional authentication.

Failure to complete a required verification step may result in the transaction being declined or not completed.

Failed or Declined Payments

A payment may be declined or fail for a variety of reasons.

These may include:

  • insufficient funds;

  • incorrect payment information;

  • an expired card;

  • security checks;

  • failed authentication;

  • restrictions imposed by your bank;

  • suspected fraud;

  • technical problems; or

  • limitations imposed by the relevant payment provider.

If your payment is declined, please check the information entered or contact your bank or payment provider.

We may not receive detailed information explaining why your bank has declined a transaction.

Where available, you may choose another payment method and attempt the transaction again.

Payment Security

We take reasonable steps to ensure that payments made through our website are processed securely.

Payment transactions may be handled by specialist third-party payment providers.

Depending on our checkout configuration, sensitive payment credentials may be submitted directly to the relevant payment provider rather than being stored by Solenne.

You should never send us your:

  • full card number;

  • CVV or card security code;

  • banking password;

  • one-time authentication code; or

  • other sensitive payment credentials

by email, contact form, social media message or Customer Care communication.

Solenne will not ask you to disclose these credentials through those channels.

Third-Party Payment Providers

We may use third-party payment providers to process or facilitate transactions.

These providers may independently process information necessary to:

  • authorise payments;

  • verify identity;

  • prevent fraud;

  • complete transactions;

  • process refunds; and

  • comply with their own legal and regulatory obligations.

Their own terms and privacy policies may apply to your use of their services.

For information about how Solenne handles personal information associated with payments, please see our Privacy Policy.

Digital Wallets

Where available, you may be able to pay through a digital wallet or accelerated payment service.

The availability and operation of these services are controlled partly by the relevant provider.

When using such a service, you may also be subject to the provider's own terms, security procedures and privacy practices.

Your use of a digital wallet does not reduce your statutory rights in relation to your purchase from Solenne.

Buy Now, Pay Later & Instalment Services

If a Buy Now, Pay Later, instalment or other third-party financing option is offered, it will be clearly identified during checkout.

Such services may be provided by an independent financial or payment provider rather than directly by Solenne.

Eligibility may depend on the provider's own criteria.

Where applicable, the provider may:

  • conduct eligibility or affordability checks;

  • require you to create or use an account;

  • establish a separate agreement with you;

  • determine your payment schedule; or

  • apply its own terms and conditions.

Please review the relevant provider's terms before selecting a financing or instalment option.

Solenne does not guarantee that a third-party provider will approve your application or transaction.

Any price or payment information that Solenne is required to provide will still be displayed in accordance with applicable consumer law.

Additional Charges

We will not intentionally add optional paid products or services to your order without your active choice where express consent is required.

Optional extras will not be treated as accepted merely because you failed to remove or deselect them.

Where an additional payment requires your express consent, you will be given an opportunity to actively select it before being charged.

Payment Method Fees

Any payment-related charge imposed by Solenne will only be applied where lawful and will be clearly communicated before you complete your purchase.

We will not impose a payment surcharge where doing so is prohibited by applicable UK law.

In particular, we will not use the payment stage to introduce undisclosed mandatory charges.

Currency Conversion & Bank Charges

Where your bank, card issuer or payment provider operates your account in a currency different from the currency charged by Solenne, that provider may convert the transaction.

The provider may use its own:

  • exchange rate;

  • conversion method; or

  • foreign transaction charges.

These charges or conversion rates may be determined independently by your bank or payment provider and are not controlled by Solenne.

Please contact the relevant provider if you require information about its currency conversion or account charges.

Promotional Codes

Where a valid promotional or discount code is available, it must normally be entered or applied during checkout before the order is submitted.

Any applicable conditions relating to a promotion may include:

  • an expiry date;

  • minimum order value;

  • eligible products;

  • customer eligibility;

  • usage limits; or

  • restrictions on combining offers.

The amount payable after any valid discount will be shown before you complete your order.

For further information, please see our Terms & Conditions.

Pricing Errors

We take reasonable care to ensure that our pricing is accurate.

However, errors may occasionally occur.

If we identify an obvious pricing error before your order has been accepted, we may decline the affected order and inform you.

Where appropriate, you may then choose whether to place a new order at the correct price.

If payment has already been collected for an order we do not accept, the relevant payment will be refunded.

Where a contract has already been formed, any pricing issue will be handled in accordance with our Terms & Conditions and applicable consumer law.

Fraud Prevention

We may use reasonable fraud-prevention and security measures when processing orders.

A transaction may be reviewed where there are indicators of:

  • suspected payment fraud;

  • unauthorised use of a payment method;

  • account compromise;

  • unusual purchasing activity; or

  • other security concerns.

Where appropriate and lawful, we may request reasonable additional information to verify an order before dispatch.

We may decline or cancel an order before acceptance where we reasonably believe that the transaction is fraudulent or unlawful.

We will not request unnecessary sensitive payment credentials as part of this process.

Refunds

Where you are entitled to a refund, it will normally be returned using the same payment method used for the original transaction, unless another method is expressly agreed with you and permitted by law.

We will process statutory refunds within the timeframes required by applicable UK consumer law.

Once we have issued a refund, your bank, card provider or payment service may require additional processing time before the funds become visible in your account.

The time taken by your payment provider after we have issued the refund is outside our direct control.

For complete information about refund eligibility, please see our Returns & Refunds Policy.

Partial Refunds

Where only part of an order is refunded, we will refund the amount due in respect of the affected products and any other amounts that must be refunded under applicable law.

Any adjustment relating to delivery charges will depend on the circumstances and the requirements described in our Returns & Refunds Policy.

Cancelled Orders

If an order is cancelled before it is accepted and payment has already been collected, we will arrange for the appropriate amount to be refunded.

If your bank has only placed an authorisation hold rather than completing the payment, the hold may be released automatically.

The time required for an authorisation hold to disappear is generally determined by the relevant bank or payment provider.

Duplicate Payments

If you believe that you have been charged more than once for the same order, please contact us at:

[customer service email]

Please provide:

  • your order number;

  • the date of the transaction;

  • the amount concerned; and

  • sufficient information to help us identify the transaction.

Please do not send full card details or security codes.

We will investigate the matter and, where a duplicate payment has been collected by us incorrectly, arrange the appropriate refund.

Unrecognised Transactions

If you do not recognise a payment associated with Solenne, please contact us promptly so that we can help identify the relevant order where possible.

You may also need to contact your bank or payment provider if you believe your payment method has been used without authorisation.

For your security, we may need to verify certain information before discussing details of an order.

Chargebacks & Payment Disputes

You may have rights through your bank, card issuer or payment provider in relation to disputed transactions.

Nothing in this policy is intended to prevent you from exercising a legitimate right available through your payment provider.

If there is a problem with an order, you are also welcome to contact our Customer Care team so that we can investigate and attempt to resolve the matter.

Where we receive a payment dispute or chargeback, we may provide relevant transaction, delivery and communication records to the payment provider where lawful and reasonably necessary to respond to the dispute.

We may investigate suspected fraudulent or deliberately false payment claims.

This does not affect a customer's genuine statutory rights.

Refunds & Closed Payment Accounts

If the original payment method is no longer available when a refund becomes due, please contact our Customer Care team.

We will determine an appropriate alternative method where necessary and permitted.

For security reasons, we may need to verify your identity or order information before arranging an alternative refund method.

Gift Cards & Store Credit

[Include this section only if Solenne offers gift cards or store credit.]

Gift cards, promotional credit and voluntary store credit may be subject to additional terms made available when they are issued or purchased.

Where you are legally entitled to a monetary refund, we will not require you to accept store credit or a gift card instead unless you agree to that method and the law permits it.

Any statutory rights relating to your underlying purchase remain unaffected.

Payment Information & Privacy

Information relating to payments may constitute personal information.

We handle personal information in accordance with our Privacy Policy.

That policy explains matters including:

  • what information we collect;

  • why it is processed;

  • payment and ecommerce service providers;

  • fraud prevention;

  • international transfers;

  • retention; and

  • your data protection rights.

Please read our Privacy Policy for further information.

Changes to This Payment Policy

We may update this Payment Policy from time to time to reflect:

  • changes to payment providers;

  • new payment methods;

  • changes to our checkout;

  • changes to our business; or

  • changes to applicable law or regulatory requirements.

The most recent version will be displayed on this page together with its Last updated date.

Changes will not be used retrospectively to remove rights relating to payments or orders already made where those rights cannot lawfully be changed.

Your Statutory Rights

Nothing in this Payment Policy excludes, restricts or replaces any statutory consumer rights that apply to you.

Where this policy conflicts with a consumer right that cannot lawfully be excluded or restricted, your statutory right will prevail.