Payment
Payments run through PayPal, which means your card details go straight to them and never touch our servers. This page covers what you can pay with, when you are charged, and what to do when something on your statement looks wrong.
Checkout runs through the PayPal payment gateway. At checkout you can pay with your PayPal balance or account, or with an eligible credit or debit card processed through PayPal.
Which options appear depends on your location, your device and browser, and your PayPal account status. In many cases a card can be used without signing in to a PayPal account at all.
All prices on this site are in USD. There’s no currency switcher, so the figure you see is the figure your card is charged.
At checkout, when you confirm the order. Nothing is held or charged before that.
The charge on your statement will read HEARTHLYN. If you see something you don’t recognise, it’s worth checking whether a partner or housemate ordered before you contact your bank — disputes are slow to unwind for everyone involved.
We never see your full card number. Payment details go directly to PayPal over an encrypted connection, and they handle the transaction from there. We don’t store card numbers, PayPal passwords, or complete payment account details on our servers.
The whole site runs over HTTPS, including checkout.
You’ll get an order confirmation email within a few minutes. Read it — it’s the fastest way to catch a wrong size or a mistyped address while the order is still inside the 2 hour change window.
If you believe your payment went through but no confirmation arrived, check spam first, then email ⟨EMAIL — SET BEFORE GO-LIVE⟩ with the amount and the date. A missing email usually means a typo in the address at checkout, not a missing order.
That’s between your bank and PayPal, and we don’t get told why. Usually it’s one of these:
Try again with the billing address exactly as it appears on your statement. If it still fails, a short call to your bank usually clears it. Paying through a PayPal account sometimes goes through when a direct card charge doesn’t.
Sales tax is calculated at checkout based on your shipping address and shown before you confirm. It isn’t included in the listed price.
Some banks place a temporary authorisation hold even when an order doesn’t complete. It isn’t a real charge and it drops off on its own, usually within a few business days. If one is still sitting there after a week, email us and we’ll send written confirmation that no payment was taken, which you can show your bank.
Email ⟨EMAIL — SET BEFORE GO-LIVE⟩ with your order number and both amounts. We’ll check our records and refund any genuine duplicate within 5 business days. Quite often the second line turns out to be an authorisation hold rather than a charge, and we’ll tell you plainly if that’s what we find.
If something’s wrong with your order, email us first. We can usually fix it in a day, and returns already ship back on our prepaid label at no cost to you — so there is rarely anything a chargeback would win you that we wouldn’t simply do.
A chargeback locks the order for months and takes that option away from both of us.
Email ⟨EMAIL — SET BEFORE GO-LIVE⟩ with the amounts before you open a dispute. We can usually settle it in a day, and quite often the second line turns out to be an authorisation hold rather than a charge. A chargeback locks the order for months for both of us.
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