Payment & Security
A little mystery may suit an old story. It does not belong at the checkout.
This page explains how payments are handled when you place an order with Hawthorn & Key Ltd, what to do if a payment does not go through and how to recognise a message that may not genuinely have come from us.
Accepted payment methods
Hawthorn & Key currently accepts:
[CONFIRM PAYMENT METHODS]
The available payment options will also be shown clearly during checkout before you complete your order.
Payment provider
Payments are processed using:
[CONFIRM PAYMENT PROVIDER]
Depending on the payment method selected, you may be asked to complete additional verification steps required by your bank or payment provider.
Secure checkout
[CONFIRM HTTPS CHECKOUT]
Before entering payment details, please check that you are using the official Hawthorn & Key website:
https://hawthornandkey.co.uk
Take care with links received through email, text messages or social media. If a message does not look right, open a new browser window and type our website address directly into the address bar rather than following the link.
How card details are handled
[CONFIRM CARD DATA PROCESS]
Our Privacy Policy will explain how personal information associated with your order is handled and which external services are involved where applicable.
What information we may need
To complete an order, we may need information such as:
- your name;
- your billing and delivery address;
- your email address;
- a telephone number where required for delivery updates;
- the details needed by the selected payment provider to process your payment.
Please enter your details carefully and check that your delivery address is complete before placing your order.
What we will never ask you to send by email
Please do not send full payment card details through email, a contact form, social media message or any other informal communication channel.
Hawthorn & Key will never ask you to email:
- your full bank card number;
- your card security code;
- your online banking password;
- a one-time verification code sent by your bank;
- a photograph of your bank card;
- your full login password for any payment account.
If you receive a suspicious request claiming to be from Hawthorn & Key, do not reply, do not click any links and do not provide the requested information.
If your payment is declined
A payment may be declined for several reasons, including an incorrect billing detail, an expired card, insufficient available funds or an additional check required by your bank.
Please:
- check that your payment details have been entered correctly;
- check that your billing address matches the details expected by your payment provider;
- complete any verification request shown during checkout;
- try another available payment method if appropriate;
- contact your bank or payment provider if the issue continues.
If you are unsure whether an order has been created, please contact us before placing the same order again.
If the checkout page stops responding
Please check whether you have received an order confirmation email before trying again.
If no confirmation has arrived, check your spam or junk folder. You may also wish to review your payment account to see whether a transaction is pending.
If the order status remains unclear, please contact us and include the email address used at checkout. Do not send full card details.
Pending payments
A pending transaction does not always mean that an order has been completed successfully.
In some cases, your bank or payment provider may temporarily show a pending authorisation while the payment is being checked or while an unsuccessful attempt is being released.
If you have not received an order confirmation and the payment remains pending, please contact your bank or payment provider for further information. You can also contact us so that we can check whether an order exists in our system.
Refunds
Where a refund is due, it will normally be issued to the original payment method used for the order.
Once a refund has been processed, your bank or payment provider may require additional time to display the amount in your account.
Please read our Returns & Refunds page for further information.
Suspicious emails, messages and links
Take care with messages that:
- ask you to make an unexpected payment;
- request full bank card details or a banking password;
- ask for a one-time verification code;
- create unnecessary urgency or pressure;
- contain an unfamiliar website address;
- offer a refund through a link you were not expecting;
- claim that a parcel cannot be delivered unless you immediately enter payment details.
If you receive a message that concerns you, do not use the link in the message. Visit https://hawthornandkey.co.uk directly or contact us.
Protecting your account
If you create a customer account, use a strong password that you do not use for another website.
Do not share your password with anyone. If you believe that somebody else may have accessed your account, change your password and contact us.
Privacy
Payment information is only one part of an online order. Hawthorn & Key may also process personal information required to complete the purchase, arrange delivery, provide customer support and meet legal obligations.
Please read our Privacy Policy for full details.
Need help?
If you have a question about a payment or are unsure whether an order was completed successfully, please contact us.
Include the email address used at checkout and, if available, your order number. Please do not send full card details or passwords.