About pending charges

If a payment fails, your bank may still show a pending authorisation — an amount reserved but not taken. This is normal and is not a second charge.

Authorisations release automatically, usually within 3–7 business days, though some banks take longer. If a failed payment is still showing after ten days, contact us with the date and amount and we'll confirm in writing that nothing was collected, which you can pass to your bank.

What protects you

• All pages, including checkout, are served over TLS encryption
• Payments are handled by PCI DSS certified providers
• Card details are transmitted directly to the payment provider, never through our systems
• Automated fraud monitoring reviews transactions before they're accepted
• Card-issuer verification, such as 3-D Secure, may be requested for some payments

Aspen Mae Collective does not store complete payment information. We can see the last four digits of a card and the card type, which is what allows us to issue a refund — nothing more.

Common reasons

• Insufficient available funds
• Billing address not matching the one your bank holds
• An expired card, or a recently reissued one
• Bank restrictions on international or online purchases
• A verification step that timed out
• A temporary outage at the payment provider

You're welcome to try again with another method from Section 1. If a card is declined repeatedly, your bank will know why — we're only told that it failed, never the reason.

The window

Email info@aspenmaecollective.com with your order number as soon as possible, and within 24 hours of placing the order.

Made-to-order pieces enter production quickly. Once printing has begun the item exists only for you and cannot be cancelled, redirected or resold — though our 14-day guarantee still applies once it reaches you.

Cancellations approved before production or dispatch are refunded in full.

When a refund is issued

• An approved return, under our Return Policy
• An order cancelled inside the window above
• An item that arrived damaged, faulty or incorrect
• An order lost in transit

How long it takes

• Made-to-order pieces — typically 5–10 business days from approval, with nothing to return first
• All other products — within 14 days of approval and of the returned item reaching us

That's the point at which we release the money. Your bank or card issuer then takes its own time to post it to your account, usually a further few working days. Full conditions are in our Return Policy.

How we handle them

When a dispute is raised, we supply the payment provider with the order record, delivery confirmation and any correspondence. Where the claim is justified, we accept it without argument.

Where an order was delivered as described and no attempt was made to contact us, we will present that evidence. We may decline future orders from accounts with a pattern of unfounded disputes.

None of this affects your statutory rights or your rights under card scheme rules.

What may differ from the displayed price

• Exchange rates move between browsing and checkout
• Your bank may apply its own conversion rate or a foreign transaction fee
• Payment providers may add a currency handling charge
• Local taxes may apply depending on your location

The final amount is always shown at checkout, in the currency you'll be charged in, before you confirm. Please review it there — it is the figure that governs.

Charges that may arise after purchase

Where an item is shipped across a border, it may attract import duties, customs handling fees or local taxes. These are set by the destination country's authorities, not by us, and are payable by the recipient.

They're charged separately by the carrier or customs office, and we have no visibility of the amount in advance. Refusing a parcel to avoid these charges is treated as a returned-to-sender order under our Return Policy.