Help & information

Secure payment

The security of your payments is essential to the trust you place in us. This page details the payment methods available on etna-supplement.com, how your bank details are protected and exactly how a transaction works.

Contents

Payment methods

Accepted payment methods

All payments made on etna-supplement.com are processed by Payplug, a French payment institution authorized by the French Prudential Supervision and Resolution Authority (ACPR – Banque de France). You can pay for your order by:

Visa, Mastercard and Carte Bleue cards are accepted, whether French or foreign. UnionPay network cards are not supported.

Installment payment is offered by Payplug, subject to order eligibility: the total amount is debited in several installments to the card used, without taking out any credit. The number of installments, their amount and their schedule are displayed before payment is confirmed.

Bank transfer, check and payment on delivery are also offered. For bank transfers and checks, the order is only shipped once payment has actually been received; payment on delivery is made when the parcel is handed over.

Data security

How your bank details are protected

ETNA stores no bank details. Your card details do not pass through our servers and are never accessible to our teams: they are sent directly to Payplug, which processes them in its own secure environment, within the European Union.

Payplug is PCI DSS Level 1 certified, the highest level of the payment card industry security standard. The data you enter is encrypted as soon as it is sent and replaced, for the purposes of the transaction, with a single-use identifier from which your card number cannot be reconstructed.

The entire site is also served over an encrypted HTTPS connection, shown by the padlock in your browser’s address bar. This protection applies to every page, from the cart to your customer account.

Authentication

Strong authentication by your bank

In accordance with the European PSD2 directive, card payments are subject to strong authentication, commonly known as 3-D Secure. Payplug implements dynamic 3-D Secure: authentication is requested depending on the risk level of the transaction, and some transactions may be exempt in the cases provided for by regulations. Once you have entered your details, your bank asks you to confirm: approval in your banking app, entry of a code received by text message, or any other method specific to your bank.

This step is not a formality on our part: it is handled solely by your bank and is the most effective protection against fraudulent use of your card. When it is requested, this approval is essential: without it, the transaction will not go through.

Step by step

How a payment works

Your card is debited when the order is confirmed. If a product turns out to be unavailable, we will let you know and refund the corresponding amount without you having to do anything.

Bank statement

What appears on your bank statement

The charge for your order appears on your bank statement under a description mentioning ETNA. Depending on your bank, the name of our payment provider Payplug may also appear.

If you do not recognize a transaction, first check your order confirmation emails before contacting your bank: we can send you the transaction details on request at [email protected].

If declined

If your payment is declined

In the vast majority of cases, a declined payment comes from your bank, not from the site. The most common causes are:

• a card limit has been reached;
• 3-D Secure authentication was not approved in time;
• the card has expired;
• a typing error.

Once you have checked these points, trying again is usually enough. If the payment is still declined, only your bank can tell you the exact reason: we only see that the payment was declined, never why.

Refunds

Refunds

Any refund is made to the payment method used for the order, and cannot be transferred to another method. Processing takes a maximum of fourteen days from the approval of your request; depending on your bank, the transaction may only appear on your account a few days later.

The conditions under which a refund can be requested are detailed on our Help page and in our General Terms and Conditions of Sale.

Stay alert

What we will never ask you for

Any request of this kind, even if it appears to come from an address or number belonging to our company, must be treated as an attempted fraud. Do not respond, and report it to us at [email protected].

If you notice a transaction on your account that you did not authorize, contact your bank immediately: regulations govern how fraudulent payments are handled, and how quickly you report it affects your rights.

Personal data

Your personal data

The information you provide when ordering is processed in accordance with the GDPR and used exclusively to process and follow up your order. Full details, as well as how to exercise your rights of access, rectification and erasure, can be found in our Privacy Policy.

Contact

A question about your payment

For a quick response, include your order number, the date of the payment attempt and the amount concerned. Never include your bank details in an email: we do not need them and could not use them.