At Ostavel, we want paying for your order to be quick, secure and free of surprises. This page explains how you can pay, when you’re charged, how your payment details are protected and what to do if something doesn’t look right.
Accepted payment methods
At checkout you can pay by debit or credit card (Visa, Mastercard, American Express, JCB, Discover and Diners Club), or with Apple Pay and Google Pay where your device supports them. The options available to you are always shown at checkout.
All card payments are processed by Stripe, through Stripe Payments UK Ltd, a payment company authorised by the UK Financial Conduct Authority and certified to PCI-DSS Level 1, the highest security standard in the card industry.
Currency and prices
- UK orders are priced and charged in pounds sterling (£), VAT included.
- Orders to Italy are priced and charged in euros (€), Italian VAT (IVA) included.
The amount shown at checkout is exactly what we charge you. There are no hidden fees, no card surcharges and nothing added after you confirm your order. If your card is in a different currency, your bank may apply its own conversion fee, which is outside our control.
When your card is charged
Payment is taken in full when you place your order. We don’t process or dispatch an order until the payment has been confirmed.
To protect you, your bank may ask you to approve the payment through its app, a text code or another security check (known as Strong Customer Authentication or 3D Secure). This is a standard step and only takes a few seconds.
If your payment is declined, check your card details (number, expiry date and security code), make sure the billing address matches the one registered with your bank, confirm that funds are available, or try another card.
How your payment is protected
Our whole site runs on an encrypted (SSL) connection. Your card details go straight to Stripe and are tokenised by them, which means we never see or store your full card number on our side.
Orders of a high value, or payments flagged as unusual by Stripe’s fraud checks, may be reviewed manually before dispatch. It’s a precaution that protects you as much as it protects us.
Fraud prevention
To keep our customers and our business safe, we may cancel or hold any order that shows signs of fraud, ask for additional identity checks on high-value purchases, and refuse service where there are repeated declined payments or misuse of chargebacks. If we cancel an order for this reason, any amount taken is refunded in full.
A charge you don’t recognise?
Payments to us appear on your bank statement under the name OSTAVEL. If you notice a charge you don’t recognise, or think a payment has been taken by mistake, please email us at support@ostavel.com before opening a dispute with your bank. We reply within one working day and can usually sort things out much faster than a chargeback. This doesn’t affect your right to contact your bank or card provider at any time.
Refunds
Refunds go back to the card or payment method you used, in the same currency you paid in (GBP or EUR), in line with our Refund & Return Policy. Once your return reaches us and has been checked, we process the refund within 7 days and send you a confirmation email. Your bank may then take 3 to 5 working days to show the money in your account.
Receipts and invoices
After every purchase you automatically receive an order confirmation by email, showing the items, prices, VAT and total. If you need a VAT invoice or any other document, email support@ostavel.com with your order number and we’ll send it to you.
Price changes and promotions
Prices on ostavel.com may change from time to time. The price that applies to your order is the one shown when you confirm it at checkout. Promotions are valid for the period stated and while stocks last.
Regulatory compliance
These Billing Terms follow the consumer protection laws that apply in the United Kingdom and Italy, the UK Payment Services Regulations 2017 and the EU Payment Services Directive (PSD2, Directive (EU) 2015/2366).
Contact
Email: support@ostavel.com
Address: 129 Gawthorne St, New Basford, Nottingham NG7 7JU, United Kingdom
Address (Italy): Via Porta Calcinara, 22, 27100 Pavia PV, Italy
Contact form: Click here
Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT)
Weekend messages will be answered the following Monday.