Payment Policy
This policy explains how payments work at Elara London: what we accept, when you are charged, what happens if a payment fails, and how refunds reach you. It applies to every order placed through elara-london.co.uk.
Last updated: 31 August 2026
1. Accepted Payment Methods
You can pay for your order using any of the following:
- American Express
- Apple Pay
- Google Pay
- Mastercard
- Shop Pay
- Visa
We do not charge a surcharge, handling fee or platform fee for any of these methods. The method you choose does not change the price you pay.
We do not accept cash, cheques, bank transfers or cash on delivery.
2. Prices and Currency
All prices on this website are shown and charged in British Pounds Sterling (£). The total shown on the checkout page before you confirm is the full amount you will be charged. Nothing is added afterwards: no handling charges, no import duties, no delivery fee.
Standard delivery within the United Kingdom is free on every order, with no minimum spend. Delivery terms are set out in full in our Shipping Policy.
If your card or account is held in a currency other than Sterling, your bank or card issuer converts the amount at their own exchange rate and may add a foreign transaction fee. That conversion and any such fee sit between you and your provider; we neither set nor receive them.
We may change the price of a product at any time. A change only ever applies to orders placed after it takes effect, and never to an order you have already confirmed.
3. When You Are Charged
Payment is taken in full at checkout. When you confirm your order, you authorise us to charge the total order amount to the payment method you selected.
Placing an order is an offer to buy. The contract between us is formed when we send you an order confirmation email. We may decline an order before that point, for example where a product is out of stock or a price has been listed in error. If we decline your order, any amount already taken is returned to you in full.
Your order is not prepared or dispatched until payment has been successfully authorised.
4. Payment Security
Payments are processed by Shopify Payments and its partner providers. All payment pages are served over an encrypted TLS connection, and our payment provider is certified to PCI DSS, the card industry's security standard.
We never see or store your full card number, expiry date or security code. That information passes directly to the payment provider. What reaches us is limited to confirmation that a payment succeeded, the last four digits of the card, and the billing details needed to process your order.
Depending on your bank, you may be asked to complete an additional verification step such as 3-D Secure. This is a requirement of your card issuer, not of Elara London, and we cannot bypass it.
How we handle the personal data attached to your payment is explained in our Privacy Policy.
5. Failed or Declined Payments
If your payment is declined:
- Your order is not confirmed and nothing is dispatched
- No amount is captured from your account
- You can return to the checkout and try a different payment method
Occasionally a declined payment leaves a temporary authorisation hold showing on your statement. This is not a charge, and your bank releases it automatically, usually within a few working days.
Declines are decided by your bank or card issuer, and they do not tell us the reason. If a payment keeps failing, your card issuer is the fastest route to an answer. You are also welcome to email us at info@elara-london.co.uk and we will help where we can.
6. Order Confirmation and Receipts
Once your payment has been processed you will receive an order confirmation email containing your order number, the items purchased, the amount paid and the delivery address. This email is your receipt.
If it has not arrived within an hour, check your spam or promotions folder first, then contact us with the name and email address used at checkout and we will resend it.
7. Refunds
Refunds are always returned to the original payment method. We cannot refund to a different card, account or person, and we do not issue refunds as store credit unless you ask us to.
Where you exercise your right to cancel under the Consumer Contracts Regulations 2013, we refund you within 14 days of receiving the goods back, or within 14 days of you providing proof that you have sent them, whichever is earlier. Where goods are faulty, incorrect or damaged, we refund within 14 days of agreeing the refund with you.
Once we release a refund, the time it takes to appear on your statement is set by your bank or card issuer, and is typically between three and ten working days. Refunds made to Apple Pay, Google Pay or Shop Pay are returned to the card linked to that wallet.
The full conditions, timescales and your statutory rights are set out in our Return & Refund Policy.
8. Fraud Prevention
Orders are screened automatically for signs of fraudulent or unauthorised card use. Where an order is flagged, we may hold it briefly and ask you to confirm a detail before we dispatch, or cancel it and refund the payment in full.
We only ever ask for information we already hold, such as confirming the billing postcode on your order. We will never ask you for your full card number, PIN, online banking password or a one-time passcode by email, phone or message. If you receive a request like that claiming to be from us, it is not from us, and we would be grateful if you would forward it to info@elara-london.co.uk.
9. Billing Problems and Chargebacks
If something looks wrong with a charge, please contact us before raising a dispute with your bank. Duplicate charges, an incorrect amount or a payment for an order you did not place are almost always resolved within a day or two once we can see the order, and going directly to your bank tends to take considerably longer.
You keep your full right to raise a chargeback with your card issuer at any time. Nothing in this policy limits that right, or any other right you have under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
Where a chargeback is raised, we will provide the card issuer with the order and delivery records so they can reach a decision. The issuer decides the outcome, not us.
To reach us about a billing issue, email info@elara-london.co.uk with your order number and a short description of the problem. We aim to reply within 30 minutes to 24 hours during our service hours, and a billing issue goes to the front of the queue.
10. Changes to This Policy
We may update this Payment Policy to reflect changes to our payment providers, our business or the law. The version published on this page at the time you place an order is the version that applies to that order. Any revision is marked with a new date at the top of the page.
Company Details
Store Name: Elara London
Operated by: SG MEDIA AGENCY LLC
Address: 2 N Central Ave, Suite 1800, Phoenix, Arizona 85004, United States
Email: info@elara-london.co.uk
Phone: +44 20 8073 1743
Customer Service Hours:
Monday-Friday: 09:00-17:00 UK time
Saturday & Sunday: 10:00-16:00 UK time
Response Time: 30 minutes - 24 hours