Payment Policy

Last updated: July 3, 2026

This Payment Policy explains payment methods and checkout protection for orders placed through Nelou, operated by BRAHAM PTY LTD. The wording is intentionally precise, customer-centered, and measured so shoppers can understand their rights without sorting through vague language. Our checkout is powered by Shopify Payments.

The checkout page is the final place to review the order value, available payment method, shipping cost, and any applicable tax before submitting payment. Customers in Singapore should be able to compare product details, shipping expectations, and return steps without finding conflicting statements.

ACCEPTED PAYMENT METHODS

Credit/Debit Cards: Visa, Mastercard, American Express, Discover, Diners Club.

Digital Wallets: Apple Pay, Google Pay, Shop Pay.

Available payment methods are shown at checkout and should match the payment icons displayed in the store footer. The methods available to a customer can vary by location, device, browser, card issuer, and Shopify Payments availability, but the active options are shown before payment is submitted.

SSL ENCRYPTION & DATA PROTECTION

All transactions are processed through Shopify Payments, a secure payment gateway. Your credit card information is encrypted using Secure Sockets Layer technology (128-bit SSL encryption) and stored with AES-256 encryption.

This electronic encryption helps protect transaction data while the card issuer and Shopify Payments complete authorization.

PCI-DSS COMPLIANCE LEVEL 1

Shopify is certified Level 1 PCI-DSS compliant. This compliance extends to all credit card transactions processed via Shopify Payments on our store, ensuring your financial data is protected by the highest industry standards.

NO CREDIT CARD STORAGE

We do not collect, store, or have access to your actual credit card numbers or security codes. All payment credential verification is handled directly by Shopify Payments and the respective card issuing bank.

TRANSACTION CURRENCY & TRANSPARENCY

All prices on our website are listed and charged in USD. The total final price, including applicable shipping costs, will be clearly itemized and displayed at the checkout page before you authorize payment. We never charge any hidden processing fees, handling fees, or unannounced taxes.

Payment Authorization and Capture

Payment must be authorized before order processing begins. Some payment providers may display a temporary pending authorization before the charge is captured, settled, canceled, or released.

Billing Information

Customers must provide accurate billing information. Orders may be delayed or canceled if billing details cannot be verified, payment is declined, or fraud review is required.

Failed or Pending Payments

If payment fails or remains pending, the order may not be processed. Customers may need to contact their bank, card issuer, or payment provider to resolve payment issues.

Fraud Review

Orders can be reviewed for payment security and fraud prevention. We may delay, cancel, or refund an order if payment cannot be verified or appears unauthorized.

Refunds

Approved refunds are issued to the original payment method through Shopify Payments. Bank and card issuer processing times may vary after the refund is submitted.

Taxes and Duties

Taxes, duties, or other charges shown at checkout are based on the available store settings and applicable rules. Customers are responsible for reviewing the final amount before payment.

INSULATED CUP CHECKOUT REVIEW

Before authorizing payment, Nelou customers should confirm the selected cup capacity, color, lid style, quantity, and shipping address. A sip-spout tumbler, wide mouth coffee cup, and slim commuter cup have different prices, dimensions, and package contents.

Payment confirmation applies only to the physical Nelou drinkware order shown at checkout. It does not include beverages, replacement lids not listed, cup-holder adapters, cleaning services, warranty subscriptions, or accessories not shown on the product page.

NO OFF-PLATFORM CUP PAYMENTS

Nelou customers should complete payment only through this website checkout. We do not request separate payments through chat apps, bank transfer, or unrelated payment links for cup reservations, replacement parts, faster support, or hidden shipping upgrades.

ORDER TOTAL TRACEABILITY

Each Nelou payment record connects the order number to the selected cup title, capacity, quantity, shipping address, payment method, and checkout email. This helps support review refunds, exchanges, missing lid claims, or delivery questions without asking customers to send card numbers by email.

Payment Support

For payment questions, contact support@nelou.shop or +61480803788. Support hours: Monday-Saturday: 9:00 AM - 5:00 PM PST.