Billing Terms & Conditions
Last Updated: July 2026 | Herlow | United States Orders Only
These Billing Terms & Conditions cover how we take payment, what appears on your statement, and what happens if something goes wrong with a charge. They sit alongside our Terms of Service, Shipping Policy, and Return & Refund Policy. Placing an order means you accept all of them.
Quick Overview
- Currency: All prices in US dollars (USD)
- When you're charged: In full, at checkout
- Statement descriptor: Charges appear as HERLOW
- Accepted: Visa, Mastercard, Maestro, American Express, UnionPay, PayPal
- Shipping: Free on all US orders — no hidden fees at checkout
- Subscriptions: None. We never store your card for future charges.
Accepted payment methods
We accept the following at checkout:
- Visa
- Mastercard
- Maestro
- American Express
- UnionPay
- PayPal
Digital wallets such as Google Pay and Shop Pay may also be available depending on your device and browser. We don't accept cash, checks, money orders, bank transfers, or cryptocurrency.
When you're charged
Payment is taken in full at the time you place your order — we don't split payments or charge on dispatch.
Submitting an order is an offer to buy. Our order confirmation email acknowledges we've received it; the contract is formed when your order is dispatched. If we can't fulfill your order for any reason, we'll refund you in full.
Occasionally a bank will show a temporary authorization hold before the charge settles. That's normal and resolves on its own — you won't be charged twice.
What appears on your statement
Charges from us appear on your card or bank statement as HERLOW.
If you see a charge you don't recognize, please email support@herlow.com before contacting your bank. We can almost always identify the order and clear it up the same day — far faster than a dispute, which can take weeks.
Currency and pricing
- All prices are listed and charged in US dollars (USD).
- Prices are exclusive of any applicable sales tax unless stated otherwise. Any tax due is calculated and shown at checkout.
- Shipping is free on all US orders. There are no handling fees, surcharges, or hidden costs added at checkout.
- Because our card processor is based outside the United States, your bank may apply a foreign transaction fee depending on your card's terms. That fee is set by your bank, not by us, and we're unable to refund it.
Pricing errors
We take care to price everything correctly, but errors happen. If a product's correct price is higher than the price shown when you ordered, we'll contact you before processing and give you the choice to confirm at the correct price or cancel for a full refund. We won't charge the higher amount without your say-so.
Payment security
All transactions on our checkout are encrypted and processed over a secure connection. Card details are collected and handled directly by our PCI-compliant payment providers — we never see or store your full card number, expiry date, or security code.
We don't store payment details for future use, and we don't run subscriptions, recurring charges, or automatic re-orders. Every charge is one you've made at checkout.
Declined payments
If your payment is declined, your order won't be processed. Common causes:
- Incorrect card number, expiry date, or security code.
- A billing address that doesn't match the one your bank has on file.
- Insufficient funds, or a card limit reached.
- Your bank blocking an international transaction — this is the most common one. A quick call to your bank usually clears it.
Check your details and try again. If it still won't go through, email support@herlow.com and we'll help.
Billing address
The billing address you enter must match the one registered to your payment method. Mismatches are a common reason for declined payments, and they can also delay orders while we verify them.
Your shipping address can be different — just uncheck "Use shipping address as billing address" at checkout and enter both.
Order verification
To protect against fraud, we may occasionally need to verify an order before processing it — usually by emailing you for confirmation. If we can't verify an order, or we reasonably suspect fraudulent use of a payment method, we may cancel it and refund the payment in full.
Refunds
- Refunds are always issued to the original payment method. We can't refund to a different card, to a PayPal account for a card order, or as store credit unless you ask for it.
- Approved refunds are processed within 5 business days. Your bank or card issuer may take up to a further 7 business days to show it on your statement.
- Original shipping costs are refunded only where the return is our error — a damaged, faulty, or incorrect item.
- We never charge restocking fees.
Full return conditions are in our Return & Refund Policy.
Chargebacks and disputes
If something's wrong with your order, please talk to us first. Email support@herlow.com and we'll resolve it — a refund or replacement usually takes days, where a bank dispute can drag on for weeks.
Filing a chargeback without contacting us first means we'll respond to your bank with the order records, delivery confirmation, and tracking data. Where a chargeback is found to be unwarranted, we reserve the right to decline future orders from that account.
Cancellations
You can cancel any order that hasn't been dispatched. Email support@herlow.com with your order number in the subject line as soon as you can, and we'll refund you in full. Once an order has been dispatched, it can't be cancelled — but you're welcome to return it under our Return & Refund Policy.
Contact Information
HERLOW
128 City Road
London
EC1V 2NX
United Kingdom
Company Name: ECOM EAGLES LTD
Company Registration Number: 14142895
Email: support@herlow.com
Customer Service Hours: Monday–Friday: 9:00 AM–5:00 PM (PST)
Customer service responds within 24 hours on business days.