Payment Policy

Last updated: 4 November 2026

1. Introduction

This Payment Policy explains how payments work when you buy from hoylesonline.com, which is operated by Novaro&You, trading as Hoyles. It covers the payment methods we accept, when you are charged, how your payment is kept secure, and what happens if a payment fails or you need a refund.

This policy forms part of our Terms of Service and should be read with our Shipping Policy, Refund & Returns Policy and Privacy Policy. Nothing in this policy affects your statutory rights as a consumer under UK law.

2. Quick Summary

3. Accepted Payment Methods

We accept the following payment methods at checkout:

Please note:

• The methods available to you at checkout may vary depending on your device, browser, location and card issuer. Apple Pay is shown on supported Apple devices and browsers, and Google Pay on supported devices.
• Your card must be issued in your name, or you must have the cardholder’s permission to use it.
• We do not accept cash, cheques, bank transfers or gift cards unless we say so at checkout.
• We may add or remove payment methods from time to time. The methods shown at checkout are the ones available for your order.

4. Currency, Prices and VAT

• All prices are shown in pounds sterling (£).
• Prices include VAT where applicable.
• The total you pay, including any delivery charge, is shown at checkout before you confirm your order. We do not add hidden charges.
• If your card is in another currency, your bank or card provider will convert the amount. They may charge a foreign transaction fee or apply their own exchange rate. We do not control these and are not responsible for them.
• Any customs, import or other charges that apply will be disclosed before purchase where required by law (see our Shipping Policy).

5. When You Are Charged

• Payment is taken when you place your order.
• Some banks place a temporary authorisation hold on your account first. If your order cannot be completed, this hold normally disappears within a few working days, depending on your bank.
• Your order confirmation email shows the amount charged. This email confirms we have received your order. We accept your order when we dispatch the goods (see our Terms of Service).
• If an order is cancelled, an item is out of stock or we cannot accept your order, we will refund any payment taken.
• If you ordered several items and they are dispatched separately, you are charged once for the whole order, at checkout. You will not be charged again for split deliveries.

6. Secure Payments

We take payment security seriously.

• Payments are processed through our checkout provider, Shopify, and the payment providers you choose, such as PayPal, Shop Pay, Apple Pay, Google Pay and the card networks.
• Our checkout uses encrypted (HTTPS/SSL) connections to protect your data.
• Payment providers are required to comply with the Payment Card Industry Data Security Standard (PCI DSS).
• We never see or store your full card number, expiry date or security code (CVV). We only receive limited information, such as whether payment was successful, the card type and the last four digits.
• Many payments require Strong Customer Authentication (such as 3-D Secure). Your bank may ask you to confirm the payment in your banking app, with a one-time code or with biometrics.
• Digital wallets such as Apple Pay and Google Pay use tokenisation, so your actual card number is not shared with us.

For your own protection:

• Only enter payment details on our official checkout pages.
• We will never ask you for your full card details, PIN or password by email, phone or message.
• If you receive a message that looks suspicious and claims to be from us, contact us at info@hoyleshome.com.

7. Declined or Failed Payments

If your payment is declined or fails, this can happen because of:

• incorrect card details, expiry date, security code or billing address;
• insufficient funds or a spending limit on the card;
• your bank requiring extra authentication that was not completed;
• your bank blocking the transaction as unusual;
• a technical problem with the payment provider.

What to do:

1. Check your details and try again;
2. Try a different payment method, such as PayPal or Apple Pay;
3. Contact your bank or card issuer, as we do not receive the reason for a decline;
4. Contact us at info@hoyleshome.com if the problem continues.

If you see a charge but did not receive an order confirmation, please wait 24 hours, check your junk folder, and then contact us with a screenshot or the transaction reference. Pending authorisations that do not become orders are released by your bank, usually within a few working days.

We are not responsible for any fees your bank or card provider charges you, such as overdraft or foreign transaction fees.

8. Fraud Prevention and Order Verification

To protect you and us from fraud:

• we and our payment providers use automated fraud checks on orders;
• we may ask you to verify your identity or payment details, for example by email, before dispatching an order;
• we may delay, cancel or refuse an order that looks suspicious or where we cannot verify the details;
• if we cancel an order for these reasons, we will refund any payment taken.

Please use only payment methods that belong to you or that you have permission to use. Using a payment method without authorisation is a criminal offence, and we may report it to the authorities and the payment provider.

9. Pricing Errors

We check prices carefully, but mistakes can happen. If an item is shown at an obviously incorrect price, we may contact you before dispatch to offer you the choice of confirming the order at the correct price or cancelling it for a full refund. Because a contract is formed only when we dispatch your goods, we are not required to supply goods at an obviously incorrect price. We will never charge you more than the price shown at checkout without your agreement.

10. Refunds

• Refunds are made to the same payment method you used for the order, for example Visa, Mastercard, American Express, Maestro, PayPal, Apple Pay, Google Pay or Shop Pay. We cannot refund to a different card or account.
• We never charge a fee for processing a refund.
• We will refund you within 14 days of the relevant trigger, as set out in our Refund & Returns Policy (for example, 14 days after we receive your returned goods or evidence of postage, or 14 days after we agree that goods are faulty).
• After we issue the refund, your bank or payment provider may take a further 3–10 working days to show it, depending on the method. If you have not seen it after that time, please check with your bank or payment provider first and then contact us.
• Refunds for payments made with Apple Pay or Google Pay go back to the underlying card used in your wallet. Refunds for PayPal go back to your PayPal account or the funding source you used. Refunds for Shop Pay go back to the original payment method used in Shop Pay.
• If a discount code or promotion was used, we refund the amount you actually paid.

11. Cancelling an Order and Payment

If you cancel an order before it is dispatched, we will refund your payment in full. If you cancel after dispatch under your 14-day cancellation right, we will refund as set out in our Refund & Returns Policy.

12. Payment Disputes and Chargebacks

If you have a problem with your order, please contact us first at info@hoyleshome.com. We will always try to resolve it quickly and fairly.

You keep any rights you may have through your card provider or under law, including:

• Section 75 of the Consumer Credit Act 1974, which can give you protection for credit card purchases of goods costing between £100 and £30,000;
• the chargeback schemes offered by Visa, Mastercard, American Express and Maestro, where applicable;
• PayPal’s Buyer Protection, where it applies.

If a chargeback or dispute is raised, we will supply the order, delivery and communication records to the payment provider. We ask customers to contact us first, as this is usually the quickest way to get a refund or replacement. Fraudulent or unjustified chargebacks may be disputed by us, and we may share necessary information with payment providers and fraud-prevention agencies. We may also refuse future orders.

13. Saved Payment Details and Wallets

• If you use Shop Pay, Apple Pay or Google Pay, your payment details are stored by those providers under their own terms and privacy policies, not by us.
• Shop Pay may store your email, phone number, delivery details and payment method to speed up future purchases. You can manage your Shop Pay account directly with Shop.
• We recommend using device security (passcode, biometrics) to protect your digital wallets.

14. Receipts and VAT Invoices

A receipt is included in your order confirmation email. If you need a VAT invoice or a copy of your receipt, email info@hoyleshome.com with your order number and the name and address you want on the invoice. Our VAT number is NL005299025B62.

15. Personal Data and Payments

We handle personal data connected with payments in line with our Privacy Policy. We share only the information necessary with Shopify and payment providers to take payment, prevent fraud and process refunds. Payment providers also act under their own privacy policies.

16. Changes to This Policy

We may update this Payment Policy from time to time, for example if we add or remove payment methods. The version on the Website when you place your order applies to that order.

17. Contact Us

For any question about payments, charges or refunds, contact us at info@hoyleshome.com or +44 7460 680097 during customer service hours. Please include your order number. We aim to respond within 1–2 business days.

Company Information:

Store Name: Hoyles
Registered Business Name: Novaro&You

(This is our registered business address, not a visitor or return address)

Business Registration Number (KVK): 97957658

VAT Number: NL005299025B62

Business Address: Oranjeplein 4, 6369 VD Simpelveld, Netherlands

Email: info@hoyleshome.com
Phone: +44 7460 680097

Customer Service: (GMT +01:00)
Monday - Friday: 9:00 AM – 5:00 PM

We aim to respond to all enquiries within 1–2 business days.