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Payment Policy

Last updated: May 2026

1. Accepted Payment Methods

Tilila accepts all major payment methods through secure providers:

2. Currency & Pricing

Prices and shipping rates are charged in Euros (EUR). If you’re shopping from outside the eurozone, your bank or payment provider will convert at their current rate. Conversion fees are not set by Tilila.

3. When You’re Charged

Your card or chosen payment method is charged at checkout. Because every item is made to order for your exact device, production begins as soon as payment is confirmed. You can cancel within 2 hours of placing your order for a full refund; after that your item is already being made.

4. Secure Checkout

Checkout runs on Shopify’s PCI-DSS Level 1 infrastructure with end-to-end TLS encryption. Tilila never sees, stores, or handles your full card number. Card data is processed directly by your payment provider.

5. Tax, Duties & Shipping Costs

Any VAT or sales tax required in your location is calculated and shown at checkout based on your delivery details and current tax laws. Shipping is added at checkout too: €6.99 within Spain (free over €55), €8.99 across the European Union and €12.99 for international orders.

On international orders, customs charges and import duties may be applied by your own country when the parcel arrives. These are set by your local authorities, aren’t collected by Tilila, and are the buyer’s responsibility. See our Shipping & Delivery page for full details.

6. Failed or Declined Payments

If your payment is declined, the order will not be processed and no charge will appear on your account. Contact your bank, then re-try at checkout. If the issue persists, email support@tilila.de.

7. Refunds

You have 90 days from delivery to return an item, with free return shipping, per our Refund Policy. Refunds are issued to your original payment method within 5–10 business days of your return arriving. Cracked or defective cases, misaligned prints and wrong models or finishes are replaced free.

8. Fraud Prevention

We screen orders for suspicious activity and may request additional verification before starting production on high-risk orders. Confirmed fraud is reported to payment providers.

9. Questions

For payment questions, email support@tilila.de, call +1 (302) 557-4602, or visit our contact our payment support team.