1) Accepted payment methods

We process card payments via a secure, PCI DSS–compliant payment gateway. We do not store full card numbers on our servers.

2) Currency, pricing & taxes

• Billing currency: GBP (Pound Sterling).
• Display currencies: We may display prices in GBP, EUR, USD, AUD, CAD, NZD for convenience. Your bank may convert to GBP at its own rate and may charge a fee.
• Prices shown are exclusive of VAT unless stated otherwise. Where applicable, taxes/duties are calculated at checkout or on import (for international deliveries).
• Totals include shipping (see Shipping Policy) and any applicable taxes/fees before you pay.

International customers are responsible for any import duties, customs, and local taxes required by their jurisdiction.

3) Authorisation & charge capture

When you place an order, your bank may place a temporary authorisation on your card. We capture the charge when your order is accepted for fulfilment.

• Pre-authorisation: A hold may appear on your statement; if the order is cancelled or fails, your bank releases the hold (timing varies by bank).
• Multiple shipments: If your order ships in parts, we may capture amounts per shipment.
• Order acceptance: See Terms & Conditions for when a contract is formed.

4) Payment security

• PCI DSS–compliant payment processing via a certified third-party gateway.
• Transport Layer Security (TLS/HTTPS) for encrypted transmission.
• Strong Customer Authentication (SCA/3-D Secure) where required.
• Fraud screening and manual review for suspicious orders.

We never ask you to share full card numbers by email, chat, or phone.

5) Declined or failed payments

If a payment is declined, please:

• Confirm card details, available funds, and SCA/3-D Secure prompts.
• Try another card or contact your bank to approve the transaction.
• Check name, billing address, and postcode match your bank records.

If problems persist, contact us at info@tolvia.co.uk.

6) Order confirmation & invoices

• You’ll receive an email acknowledgement after checkout.
• A second email is sent when your order is accepted and prepared for dispatch (see T&C for acceptance rules).
• VAT invoices are available on request (we currently do not charge UK VAT).

7) Refunds, timing & partial refunds

Refunds are issued to the original payment method in accordance with our Return & Refund Policy.

• Timing: Once approved and processed, refunds usually appear within up to 14 days; posting to your statement may take 1–2 billing cycles depending on your bank.
• Partial refunds: If only part of an order is returned, we refund the corresponding item(s) and any eligible shipping per our policy.
• Non-refundable items/fees: See exclusions in the Return & Refund Policy.

8) Disputes & chargebacks

If you believe a charge is incorrect, please contact us first at info@tolvia.co.uk so we can investigate quickly. Unresolved disputes may be raised with your card issuer as a chargeback. We provide evidence for deliveries and communications.

9) Limits, fraud checks & verification

• We may limit quantities per order/customer for security or fairness.
• Orders may be held for manual review; we might request additional verification (e.g., proof of address) to protect you from fraud.
• We reserve the right to cancel and refund orders failing verification or breaching our Acceptable Use Policy.

10) Methods & features not offered

11) Pricing errors & corrections

We strive for accuracy but occasionally pricing, stock, or typographical errors occur. We may cancel any order placed at an incorrect price and issue a full refund if payment has been taken. See Terms & Conditions for full details.

12) Contact

Questions about payments? Contact Tolvia Support:
Phone: +44 7457 408041 (Mon–Fri, 9:00–18:00 UK time)
Email: info@tolvia.co.uk
Address: FERNROCK LIMITED, Academy House, 11 Dunraven Place, Bridgend, CF31 1JF, United Kingdom