Безопасность платежей

We understand that paying by card on an unfamiliar website requires trust. This section describes exactly how your payment data is protected and what we do to make payment secure.

We do not see your card details

When you click "Pay", you are taken to the secure payment page of the acquiring bank. You enter the card number, expiry date and CVV/CVC code there — this data is transmitted directly to the bank over a secure channel.

The La mela online store does not receive, process or store payment card details. Only the masked card number (the first six and the last four digits, for example 440043******1234) and the authorisation code are retained in our system — they are needed in order to match the payment with the order and to handle disputes.

3D Secure technology

All payments are made using 3D Secure technology (Visa Secure, Mastercard Identity Check, UnionPay 3-D Secure, American Express SafeKey). This means that, when payment is made, the bank that issued your card additionally confirms that it is indeed you who are carrying out the transaction — usually by means of a one-time code sent by SMS or confirmation in the bank's mobile application.

3D Secure protects you against the use of your card by unauthorised persons and protects us against fraudulent transactions.

Protection of the connection

• The entire website operates over the secure HTTPS protocol with a valid SSL certificate. Data between your device and our server is transmitted in encrypted form.
• You can satisfy yourself that the connection is secure by the padlock icon in the browser's address bar and by the address beginning with https://.
• Payment processing is carried out by the acquiring bank, which complies with the requirements of the international Payment Card Industry Data Security Standard PCI DSS.

What we do on our side

• The checkout page contains no third-party scripts — no advertising pixels, analytics counters, chat widgets or external scripts are placed on it. This rules out the possibility of the data entered being intercepted by third parties. Information about a completed purchase is transmitted to advertising and analytics services from our server after the payment has been confirmed by the bank, without the involvement of your browser.
• Only authorised employees have access to order data, and sign-in to the administrative panel is protected by two-factor authentication.
• All actions of employees involving orders and personal data are recorded in a log.
• Data is stored on servers located within the territory of the Republic of Kazakhstan, in a secure data centre. Backup copies are encrypted.
• The connection with the acquiring bank and the authenticity of payment notifications are verified by cryptographic signature.
• We monitor the integrity of the payment page and track unauthorised changes.

How to keep yourself safe

• Check the address in your browser: payment is made only on pages of the domain shop.lamelacosmetics.com and on the bank's payment page.
• Never disclose to anyone the CVV/CVC code from the reverse side of your card or the one-time code sent by SMS. La mela employees never request this data — neither by telephone nor in correspondence.
• We do not ask you to pay a "fee for the delivery of a prize", a "tax on winnings" or any other payments in order to receive a gift. Any such message is fraudulent. For further details, see the Regulation on the Conduct of Promotions.
• Pay for your order only via a link from our website or from an email sent from the lamelacosmetics.com domain.
• If you have received a message about an order that you did not place, contact us on +7 701 013 0748.

If a disputed situation arises

If you do not recognise a transaction in your statement or consider that a payment has been made in error:

1. Contact us by telephone on +7 701 013 0748 or write to info@lamelacosmetics.com — in most cases the matter is resolved more quickly directly with us.
2. We will check the transaction against the order number and date and will notify you of the result within 3 (three) business days.
3. If there are grounds for doing so, we will initiate a refund — in the manner described in the "Exchange, Return and Refund" section.
4. You also have the right to apply to the bank that issued your card to dispute the transaction. In that case we will provide the bank with all documents confirming the fulfilment of the order.

Cards accepted for payment

We accept payment cards of the international payment systems Visa International, Mastercard Worldwide, UnionPay International and American Express issued by banks of the Republic of Kazakhstan and of other states.

Settlements are made in tenge (KZT). If your card is issued in another currency, the conversion is carried out by the issuing bank at its own rate; a conversion fee established by your bank may apply.

Contacts

• Telephone: +7 701 013 0748
• E-mail: info@lamelacosmetics.com
• Working hours: daily from 09:00 to 20:00 (UTC+5)
• Person responsible for the information and technical support and security of the Website: Technical Director Kassymkul Temirlan Y., t.kassymkul@lamelacosmetics.com

Language of the document

This document is published in the Kazakh, Russian and English languages. Legal force is vested in the Kazakh and Russian texts, which have equal legal force.

The English text is published for the convenience of foreign customers, has no legal force and shall not apply in the event of any discrepancy with the Kazakh and Russian texts — in such case the Kazakh text shall prevail.

Any discrepancy between the texts shall be eliminated by publishing a corrected edition.