How payment works at Sterling & Nest, what happens to your card details, and what to do when something goes wrong.
Accepted payment methods
The payment methods available to you are shown at checkout and in the footer of every page. They typically include major credit and debit cards and the digital wallets supported by your device and browser. The list can differ by country and by device, and what you see at checkout is what we can accept for your order.
Currency
Prices are shown in the currency selected on the site. If that is not the currency of your card, your bank or card issuer converts the amount at their own rate and may add a foreign transaction fee. That conversion and any fee are between you and your bank, and are not set by us.
When you are charged
Payment is taken when you place the order. Some providers first place an authorization on your account and capture it shortly after, which can appear as a pending amount on your statement before it settles. If an order is canceled before it ships, any authorization is released and any captured amount is refunded.
Receiving an order confirmation email means we have received your order, not that we have accepted it. If we cannot fulfill an order, we cancel it and refund you in full.
Card security
The store runs over an encrypted connection. Card details are entered directly into our payment providers' systems and are processed by them, not by us. We never see or store your full card number. We receive only a confirmation that payment succeeded, along with limited details such as the card type, the last digits and the billing address.
Your card issuer may ask you to complete an additional verification step, such as 3-D Secure, before the payment is approved. That step happens with your bank and is outside our control.
Declined payments
A declined payment almost always comes from the bank rather than from us, and they do not tell us why. Before trying again, check the card number, expiry date, security code and that the billing address matches the one your bank holds. If it keeps failing, try another method or contact your bank, who can see the reason.
Repeated attempts can leave several pending authorizations on your account. These are not charges and are released by your bank, usually within a few business days.
Fraud and security checks
Orders are screened automatically for fraud risk. An order that is flagged may be held while a person reviews it, and we may email you to confirm a detail before we ship. We may refuse or cancel any order we believe to be fraudulent, and we will refund any amount charged.
Pricing errors
We may correct pricing errors and refuse or cancel an order placed at an incorrect price, including after an order confirmation has been sent. If we cancel an order for that reason, you are refunded in full.
Duties, taxes and other charges
Taxes are applied at checkout where they are due. Where an order crosses a border, import duties, taxes and customs handling fees may be charged on arrival. They are set by the authorities at the destination, are the responsibility of the recipient, and are separate from what you pay us. See our Shipping Policy for detail.
Refunds
Refunds are issued without undue delay, normally to the original payment method unless you expressly agree otherwise, and we do not charge a refund fee. We meet the applicable 14-calendar-day refund deadline explained in our Returns & Refunds policy. For statutory cancellations without collection, this runs from receiving the returned goods or proof of posting, whichever occurs first. For statutory faulty-goods refunds, it runs from agreement that a refund is due. The policy also explains collection and voluntary-return deadlines. Bank or card-issuer processing time does not extend our refund deadlines.
Chargebacks
If something has gone wrong with an order, email us first. Most problems are solved faster directly than through a chargeback, and we would rather fix it than dispute it.
Questions
Email contact@sterlingandnest.com and we will reply within 1 to 2 business days, Monday to Friday.