Transactions Policy
Last updated: 22 October 2026
Most payment questions come down to a handful of words that banks use and shops rarely explain. This policy defines each one as it applies to an order with Rose Pemberton LTD through rosepemberton.com.
Authorisation. The moment you tap Pay, your bank checks that the card is valid and the funds are there, and sets the amount aside. With cards this can show as "pending" for a few hours before it posts; with PayPal and wallets it shows immediately. Payment is taken when you place the order.
Decline. Your bank refusing the authorisation. Checkout tells you immediately and no order is created. 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, try another method, or ask your bank.
Duplicate. Two amounts on your statement after one order. When a payment is declined and retried, the first attempt can sit as a pending authorisation beside the successful one; only one is a real charge, 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.
Descriptor. The wording that identifies the charge on your statement. It normally appears under our store name. If you don't recognise a charge, email us the date and amount before contacting your bank; we'll identify it within 2 working days.
Methods. The payment methods shown at checkout, which depending on your order and device 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.
Price. 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.
Promo code. Entered at checkout, one per order unless the promotion says otherwise, no cash value, never applied afterwards. A returned item bought with a code is refunded at the price you actually paid.
Refund. Money going 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. Your bank then needs 3 to 5 working days to show the credit; a refund to a cancelled card is redirected by the issuer to your replacement card or account. If nothing has appeared 10 working days after our refund confirmation, email us for the refund reference to take to your bank.
Security. Checkout runs on Shopify over an encrypted connection. Card and account details go directly to the payment provider, which is PCI DSS certified, and never reach our systems; 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 under Strong Customer Authentication; that's the bank's own check.
Shipping Protection. An optional add-on at checkout covering loss or damage in transit with a free replacement. Its fee is non-refundable once the order has been dispatched, including on a later return; only a cancellation within 5 minutes of ordering refunds it.
Confirmation. The email sent within minutes of checkout with your order number and the amount charged. If you've been charged and nothing arrives within an hour, check your spam folder and the email address you typed, then send us the date and amount; we'll locate the order or confirm that none exists and the pending amount will drop off.
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
Rose Pemberton LTD 53 Kingsmere Road, London NW6 2PL, United Kingdom support@rosepemberton.com Monday to Friday, 9:00 am–5:00 pm UK time · Saturday and Sunday closed · Replies within 2 working days