1. Secure Payments
Alvoro aims to provide a secure and straightforward Shopify checkout process for online purchases.
Online orders are processed through Shopify Checkout and the payment services enabled for our store.
2. Currency
Our UK store displays prices and processes orders in pounds sterling (GBP £), except where Shopify Markets or another applicable store configuration displays a different supported currency.
3. Accepted Payment Methods
The payment methods currently available for an order are the methods displayed during Shopify checkout.
Availability may vary depending on:
• Customer location
• Device
• Order
• Store configuration
• Payment-provider eligibility
We do not claim support for a payment method unless it is displayed during checkout.
4. Card and Payment Security
Payment information is transmitted through Shopify's checkout environment and the applicable payment provider.
We do not intentionally store complete card numbers on our own business systems.
Please never send the following by email:
• Complete card details
• Card PIN
• Online banking passwords
• Authentication codes
5. Payment Authorisation
When you place an order, the payment provider may:
• Authorise the transaction
• Place a temporary hold on funds
• Request additional authentication
• Conduct security checks
• Decline the transaction
An automatic order acknowledgement does not necessarily mean that an order has been finally accepted.
6. When Payment Is Taken
The point at which a payment is captured can depend on our Shopify configuration and the payment method used.
The checkout and payment provider will process the payment according to the applicable settings and provider terms.
7. Additional Authentication
Some payments may require:
• Bank authentication
• One-time passwords
• Banking-app confirmation
• Address verification
• Identity or security verification
If authentication is not successfully completed, the payment may fail.
8. Failed or Declined Payments
A payment can fail for reasons including:
• Incorrect details
• Incorrect billing information
• Insufficient funds
• Expired payment method
• Bank restrictions
• Failed authentication
• Provider outage
• Fraud-prevention checks
• Transaction limits
If your payment fails:
• Check the details entered.
• Contact your bank/payment provider where appropriate.
• Try another payment method displayed at checkout.
• Contact us if further assistance is required.
9. Pending Payments
A failed or cancelled payment attempt might temporarily appear as pending.
This may represent an authorisation rather than a completed transaction.
Your payment provider controls how long such authorisations remain visible.
10. Duplicate Charges
If you believe you have been charged more than once:
• Review your order confirmations
• Check whether one transaction is pending
• Contact your bank/payment provider
• Contact us with your order number
Do not email complete card information.
11. Prices, Delivery and Taxes
Before completing payment, Shopify checkout will display applicable information relating to:
• Product subtotal
• Discounts
• Delivery
• Taxes where applicable
• Final order total
Please review this information before submitting payment.
12. Discount Codes
Where available, discount codes should normally be entered during checkout.
Promotional codes may be subject to:
• Product exclusions
• Minimum order requirements
• Expiry dates
• Usage limits
• Other stated conditions
13. Digital Wallets and Third-Party Payment Services
Where a third-party payment or digital-wallet service is displayed at checkout, use of that service may also be governed by the provider's own terms, security procedures and privacy policy.
Please verify billing and delivery information stored with the provider before confirming payment.
14. Fraud Prevention
We may take reasonable measures to protect customers and the business against fraudulent transactions. This may include:
• Reviewing unusual orders
• Checking billing information
• Delaying dispatch while verification takes place
• Requesting limited additional information
• Cancelling and refunding high-risk transactions where appropriate
15. Invoices
Electronic order confirmations and other transaction documents may be provided electronically.
Please contact us regarding invoice enquiries: hello@alvoro.co.uk
16. Refunds
Approved refunds are returned to the original payment method wherever appropriate.
The time taken for a refund to appear can depend on:
• Our processing
• Shopify
• The payment provider
• The customer's bank
See our Returns & Refund Policy for return and refund eligibility.
17. Chargebacks and Payment Disputes
Where possible, please contact us before opening a payment dispute so we have an opportunity to investigate the matter.
Where a payment dispute occurs, relevant order, delivery and communication records may be supplied to the payment provider as permitted by applicable law and our Privacy Policy.
18. Payment Contact Information
Trading name: Alvoro
Legal company: ALVORO GROUP LIMITED
Company number: 17475636
Registered address: Flat 3306, 15 Silvercroft Street, Manchester, United Kingdom, M15 4ZD
Email: hello@alvoro.co.uk
Telephone: 0161 710 4825
Business hours: Monday–Friday, 9:00 AM–5:30 PM
Response time: Within 1 business day