Payment Policy

Lyvella accepts a range of payment methods to serve our customers in Germany and Austria. All payments are processed securely at checkout through Shopify Payments and trusted third-party processors.

Apple Pay & Google Pay: Available on mobile devices and on desktop browsers that support these wallets. Payment is authenticated directly on your device using Face ID, Touch ID, or your device PIN — your card number is never shared with Lyvella.

Klarna: Available to customers in Germany and Austria. Klarna offers flexible ways to pay, including pay-in-full and instalment options where available. All Klarna payment options are subject to Klarna's own approval and terms, which are shown at checkout.

PayPal: Available to customers in Germany and Austria. You may check out as a PayPal guest using your credit or debit card without needing a PayPal account. PayPal buyer protection applies to eligible purchases per PayPal's own policies.

Every transaction on lyvellashop.com is protected by industry-leading security standards. We use Shopify Payments and certified third-party processors — your card details are handled exclusively by these certified systems and never touch our own servers.

SSL / TLS Encryption: All pages on lyvellashop.com are served over HTTPS with TLS 1.2+ encryption. All data transmitted between your browser and our servers is encrypted end-to-end.

PCI DSS Level 1: Shopify Payments holds PCI DSS Level 1 certification — the highest standard in the payment card industry.

3D Secure Authentication: We support 3D Secure (3DS) as required under EU PSD2 for card-not-present transactions. When triggered, you may be redirected to your card issuer to verify your identity via Visa Secure, Mastercard Identity Check, or American Express SafeKey before the transaction is approved.

Fraud Detection: Our payment processor uses real-time machine learning fraud detection to screen every transaction. Some orders may require additional verification before fulfilment.

3D Secure — how it works: 3D Secure adds a second layer of authentication at checkout. Depending on your card network, you may see Visa Secure (formerly Verified by Visa), Mastercard Identity Check, or American Express SafeKey. You will be redirected to your bank's verification page to authenticate via a one-time code, app notification, or biometric. This adds no cost to your order.

Lyvella serves customers in Germany and Austria. All prices are displayed and charged in Euros. The currency you see at checkout is the currency you will be charged in.

Currency — EUR only: All prices shown are in EUR, and your card or PayPal account will be charged in EUR.

Foreign transaction fees: If your card is issued outside the Eurozone or billed in a different currency, your bank or card issuer may apply a foreign transaction fee (typically 1–3% of the transaction amount). This fee is charged by your bank, not by Lyvella, and is outside our control.

Understanding how Lyvella handles payment authorization and capture helps set expectations for what you see on your bank statement between the time you order and when your order ships.

Authorization holds: For some orders, Lyvella pre-authorizes your card at checkout. A pre-authorization is a temporary hold that verifies your card is valid and has sufficient funds, without yet transferring the money. During this period, the amount may show as "pending" on your statement for 1–2 business days.

What "pending" means on your statement: If you see a pending charge after placing an order, this is the pre-authorization hold, not a completed charge. Once your order ships and we capture payment, the pending charge becomes a completed transaction.

Hold release timeline: Authorization holds are typically released within 3–5 business days after cancellation. Some banks may take up to 7 business days.

Already captured? If your order was cancelled after payment capture had already occurred, you will receive a refund to your original payment method. Refund timelines are detailed in Section 06.

If your payment fails at checkout, your order will not be confirmed and no charge will be applied. Below are the most common reasons for payment failure and the steps you can take to resolve the issue.

Steps to resolve a failed payment

1. 1

   Re-check your card details

   Go back to checkout and carefully re-enter your card number, expiry date, CVV, and billing address. Small typos are the most common cause of payment failure.

2. 2

   Complete 3D Secure if prompted

   If your card issuer asks you to verify via Visa Secure, Mastercard Identity Check, or American Express SafeKey, complete the authentication step. Do not close the browser window during this step.

3. 3

   Try PayPal, Klarna, or a different card

   If the same card continues to decline, switch to PayPal, Klarna, or a different credit or debit card.

4. 4

   Contact your bank

   Some banks automatically block online transactions to unfamiliar merchants or flag first-time purchases as suspicious. Ask your bank whether they have placed a block on the transaction and request they approve lyvellashop.com as a trusted merchant.

5. 5

   Contact Lyvella

   If you have tried the above steps and are still unable to complete payment, contact us at info@lyvella-shop.com or call +31 6 19937938. Include the email address you used to check out and a brief description of the error.

When a refund is issued by Lyvella, it is always returned to the original payment method used at checkout. We cannot refund to a different card, bank account, or payment method than the one used to place the order. Refund and return eligibility is governed by our Returns & Refunds Policy.

Refund method — original payment only: Refunds are always issued to the same card, PayPal account, Klarna order, Apple Pay source, or Google Pay source used when the order was placed. If your original card has been cancelled or replaced since the time of purchase, your bank will typically route the refund to your new card or account — contact your bank to confirm this.

Credit & Debit Cards (Visa, Mastercard, American Express, Maestro): 5–10 business days after Lyvella initiates the refund. The actual credit appearance on your statement may lag by 1–2 additional business days depending on your bank's posting cycle.

Klarna: 5–10 business days after Lyvella initiates the refund. Depending on how you chose to pay, the refund is applied to your Klarna invoice, instalment plan, or linked payment method.

PayPal: 3–5 business days after Lyvella initiates the refund. Refunds are returned to your PayPal balance.

Apple Pay & Google Pay: Varies by bank — typically 5–10 business days. Refunds are returned to the underlying card or bank account linked to the wallet.

Partial refunds: If only part of your order is refunded, the partial refund amount will appear as a separate credit on your statement alongside the original charge. You will receive an itemised refund confirmation email.

Refund not received? If 10 business days have passed since our refund confirmation email and you have not seen the credit, first check with your bank, card issuer, or Klarna. If they confirm nothing is pending, contact us at info@lyvella-shop.com with your order number.

Lyvella is operated by LMTrade, registered in the Netherlands (KvK 94707278). Our payment processing complies with applicable Dutch and EU law, and with the consumer protection laws of the markets we serve (Germany and Austria).

Payment disclosure: In compliance with applicable Dutch and EU consumer protection law, Lyvella discloses all payment terms clearly before checkout. You are shown the full order total — including any applicable taxes and shipping fees — before you confirm and pay. We do not use negative option billing or hidden auto-renewal programmes.

GDPR — your data rights: Under the General Data Protection Regulation (GDPR), you have rights regarding your personal data, including payment-related data we collect. Payment data (card type, last four digits, transaction amount) is collected to process your order and is not sold to third parties. See our Privacy Policy for full details.

3D Secure — mandated under EU PSD2: Unlike some non-EU markets, the EU mandates Strong Customer Authentication (SCA) under the revised Payment Services Directive (PSD2). Lyvella has implemented 3D Secure authentication to comply with this requirement and to protect customers from card-not-present fraud.

Chargeback policy: If you believe a charge is incorrect or unauthorised, please contact us at info@lyvella-shop.com before initiating a chargeback with your bank. We maintain full order documentation including tracking records, payment confirmations, and fulfilment evidence. Most billing disputes can be resolved quickly and directly — a chargeback process typically takes 30–90 days and may negatively affect your account standing with your card issuer.

Data retention: Transaction records (order amount, card type, last four digits, payment status) are retained for accounting, fraud prevention, and legal compliance purposes in accordance with our Privacy Policy and applicable Dutch and EU record-keeping requirements.

For any questions about a payment, charge, authorization hold, or billing matter, please contact us directly. We respond to all payment-related queries within one business day.

What to include in your payment enquiry: (1) your order number or the email address used at checkout; (2) the payment method you used (e.g., Visa ending in 1234, PayPal); (3) the approximate date and amount of the transaction; (4) a description of the issue.