FAQ

Overview

At The Atelier London, managed by SOLVIRO LIMITED, all transactions are processed securely using industry-standard encryption and payment processing technology.

This Payment Policy outlines the accepted payment methods, payment process, security standards, and related terms applicable to purchases made on our website.

Accepted Payment Methods

We accept the following payment methods at checkout:

Visa
Mastercard
American Express
Discover
Diners Club
Apple Pay
Google Pay
Shop Pay
Shop Pay Instalments
Amazon Pay

The availability of specific payment methods may vary depending on your location, your bank, or the payment provider. All available options will be displayed at checkout.

Payment Process

To complete a purchase on The Atelier London:

Add your desired item(s) to your basket and proceed to checkout.
Select your preferred payment method from the available options.
You will be directed to a secure payment page hosted by our payment provider.
Enter your payment details and confirm your order.
Your payment will be encrypted and processed securely.
You will receive an order confirmation email upon successful payment.

Shop Pay Instalments

We offer Shop Pay Instalments, which allows you to split your purchase into interest-free payments over time. This option is available at checkout for eligible orders.

Terms and conditions are determined by Shop Pay and Affirm. For more information, visit the Shop Pay website.

Payment Security

We take the security of your payment information seriously:

SSL Encryption: All payment data is transmitted using SSL/TLS encryption to protect your information in transit.
No Card Storage: We do not store full credit or debit card numbers on our servers.
PCI-DSS Compliance: All payment processing is handled in accordance with the Payment Card Industry Data Security Standard (PCI-DSS).
Third-Party Processors: Payments are processed by certified third-party payment providers.

We do not have direct access to your full payment credentials.

Currency

All prices on our website are displayed and charged in pounds sterling (GBP).

If your bank account or card is denominated in another currency, your bank or card issuer may apply a currency conversion rate and/or foreign transaction fee. The Atelier London is not responsible for any such fees.

Failed or Declined Payments

If your payment is unsuccessful or declined, we recommend:

Verifying that your card details (number, expiry date, CVV, and billing address) are entered correctly.
Contacting your bank or card issuer to confirm there are no holds or restrictions on your account.
Attempting an alternative payment method available at checkout.

If you continue to experience payment issues, please contact our customer service team at info@theatelierlondon.uk and we will be happy to assist.

Order Confirmation

An order confirmation email will be sent to the address provided at checkout upon successful payment.

If you do not receive a confirmation within 24 hours, please check your spam or junk folder. If it is still not there, contact us at info@theatelierlondon.uk.

Fraud Prevention

To protect our customers and our business, The Atelier London reserves the right to cancel or refuse any order that we believe, in our sole discretion, to be fraudulent or placed with unauthorised payment credentials.

In such cases, we will notify you and, where required, report the activity to the appropriate authorities in accordance with applicable UK law.

Refunds

Refunds are processed in accordance with our Refund & Return Policy. All approved refunds are issued to the original payment method used at checkout. For full details on our refund process and timelines, please refer to our Refund & Return Policy.

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