Payment Policy

This page explains how payment works when you order from nortlex.com.

How your payment is processed

Cards we accept: Visa, Mastercard and American Express. These are the only payment methods available at checkout.

Card payments are handled by Mollie, our payment provider. You are taken to Mollie’s secure page to enter your card details, and returned to nortlex.com once the payment is approved. When you pay, your card details are sent directly to the payment processor over an encrypted connection. They are handled under the PCI-DSS standard, the card industry’s security requirement.

Nortlex never sees or stores your full card number. We only receive confirmation that the payment succeeded, along with the card type and the last four digits, so we can identify the transaction if you contact us about it.

Currency

All prices are shown and charged in pounds sterling (GBP). If your card is issued outside the UK, your bank may apply its own conversion rate and a foreign transaction fee. That charge comes from your bank, not from us.

When you are charged

Payment is taken at the moment you place your order, not when it is dispatched. If we cannot fulfil your order for any reason, we refund you in full.

What appears on your statement

Your bank or card statement will show NORTLEX, which may appear alongside our payment provider’s name. If you see a charge you do not recognise, contact us before contacting your bank — we can usually identify it straight away and save you a dispute.

If a payment fails

A declined payment usually means an incorrect card detail, insufficient funds, or your bank’s fraud check. No order is created and no money leaves your account. Some banks briefly show a pending authorisation, which drops off on its own within a few working days. Check your details and try again, or contact your bank.

Security

Every page on nortlex.com is served over an encrypted HTTPS connection. Checkout is hosted by Shopify, which is certified to PCI-DSS Level 1, the highest level in the card industry standard.

Refunds

Refunds go back to the card you paid with. We issue them within 5 business days of receiving your return, and your bank then takes its own time to show the money — usually 3 to 5 business days, occasionally up to 10 for some issuers. Full details are in our Return and Refund Policy.

Pricing errors

If a product is listed at an incorrect price, we contact you before dispatch. You can either confirm the order at the correct price or cancel it for a full refund. We never charge more than the price shown without asking you first.

Questions about a payment

Email support@nortlex.com or call +44 121 516 8820, Monday to Friday, 8:00am–5:00pm UK time. Have your order number to hand and we can look it up straight away.