Payment & Billing Policy

Last updated: 10 October 2026

Payment questions fall into three groups: the ones we can answer, the ones only your bank can answer, and the ones that need nobody because they happen automatically. This policy is arranged that way. It applies to every order placed with Made by Jess LTD through madebyjessicalondon.com.

Nobody needs to ask: it happens automatically

  • The price you see is the price you pay. Pounds sterling, including VAT at 20%. Delivery is free. If an order is dispatched from a fulfilment centre outside the United Kingdom, import VAT and duties are paid by us; nothing is collected at the door. The total at checkout is the amount charged.
  • Payment is taken when you order. Cards may show the amount as pending for a few hours before it posts; PayPal and wallets show it immediately.
  • Card details never reach us. Checkout runs on Shopify over an encrypted connection; card and account details go directly to the payment provider, which is PCI DSS certified. We don't store card numbers and never ask for them by email. Your bank may ask you to approve the payment in its app; that's the bank's own check under Strong Customer Authentication.
  • The payment methods are the ones shown at checkout. Depending on your order and device they may include major credit and debit cards, PayPal and digital wallets such as Apple Pay, Google Pay and Shop Pay. If a method isn't shown, it isn't available for your order. We don't take bank transfers outside the checkout, cash on delivery or payment by email.
  • Discount codes work once, at checkout. They can't be applied afterwards; one code per order unless the promotion says otherwise; no cash value. A returned item bought with a code is refunded at the price you actually paid.
  • Shipping Protection is optional. It covers loss or damage in transit with a free replacement. The fee isn't refunded once the order has been dispatched, including on a later return; only a cancellation within 5 minutes of ordering refunds it.

Ask us

  • You were charged but have no confirmation email. Check spam and the email address you typed. After an hour, send us the date and amount; we'll locate the order or confirm that none exists and the pending amount will drop off.
  • You see two charges. When a payment is declined and retried, the first attempt can sit as a pending authorisation beside the successful one; only one is real, and the bank releases the other within 3 to 5 working days. If both have posted after 5 working days, send us the statement lines and we'll refund the duplicate.
  • You don't recognise a charge. It normally appears under our store name. Send us the date and amount before contacting your bank; we'll identify it within one working day.
  • You're waiting for a refund. Refunds always go back to the payment method used for the order; we can't refund to a different card or account. Approved returns are refunded within 7 working days of approval, cancelled orders within 7 working days of cancellation. If nothing has appeared 10 working days after our refund confirmation, email us and we'll send you the refund reference to take to your bank.

Ask your bank

  • Why a payment was declined. Checkout tells you immediately and no order is created, but the reason isn't shared with us. The usual causes are a mistyped card number or expiry date, a billing address that doesn't match the card, a daily limit, or the bank blocking an unfamiliar online purchase. Check the details or try another method; if it still fails, your bank can tell you why.
  • When a refund will show. After we issue it, your bank typically needs 3 to 5 working days to display the credit. A refund to a cancelled card is redirected by the issuer to your replacement card or account.
  • Why a pending amount is still there. Authorisations are released by the bank, usually within 3 to 5 working days; we can't release them from our side.

Changes

We may update this policy as payment methods or the law change. The current version is on this page with the date above; changes don't apply to orders already placed.

Contact

Made by Jess LTD 50 Pingle Drive, Bicester OX26 6WD, United Kingdom support@madebyjessicalondon.com · +44 1869 366200 Monday to Friday, 9:00 am–5:00 pm UK time · Saturday and Sunday closed · Replies within one working day