How can we help you?

If for any reason your credit application is declined, your order is automatically cancelled. You will be redirected to the retailer’s website to complete your purchase another way.

Was this answer helpful?

Yes No

We are unable to provide information regarding your credit decision. If you’d like more information regarding your credit file, you can contact TransUnion (credit reference agency). To find out more information about TransUnion please visit transunion.co.uk.

Was this answer helpful?

Yes No

As a responsible lender we aim to ensure that you get the right decision based on your financial circumstances and your affordability. When you apply for interest free credit, we perform credit searches to check your financial status. The final credit decision is based on your financial circumstances and creditworthiness.

Was this answer helpful?

Yes No

Yes. Your first instalment is always required to place an order. Subject to status, you may be required to pay a deposit alongside your first monthly instalment. This will reduce your monthly payments accordingly.

Was this answer helpful?

Yes No

If you've taken out an interest bearing finance plan, you will only be charged interest as per your credit agreement with us. If you've taken out an interest free finance plan, there is no APR. We will not charge you any hidden or late payment fees, or additional interest to your account in the event of missed payments. This is explained in your credit agreement before you electronically sign at checkout.

Was this answer helpful?

Yes No

Yes. DivideBuy uses a third-party credit reference agency, TransUnion, to perform a full credit check when completing an application. This is known as a hard search and will leave a footprint on your credit file and is visible to other lenders. This could impact your credit score. We recommend that you use our Eligibility Checker tool before applying, which will run a soft credit check and give you an indication of whether you may be eligible for the amount you wish to borrow.

Was this answer helpful?

Yes No

To perform an eligibility check, we need a valid email address, name, date of birth, annual income and billing address.

Was this answer helpful?

Yes No

When you complete a soft credit check with our Eligibility Checker, this will show on your credit file. However, this will not affect your credit score and will not be visible to other lenders.

Was this answer helpful?

Yes No

This means that your information may be partially linked to another DivideBuy account and cannot be duplicated for a new account/application. If you are aware of an alternative email address, please attempt to reset your password and PIN here or contact our team via live chat here.

Was this answer helpful?

Yes No

The most common reasons for this error message are that the card is not being authorised by your bank or your address details do not match. Please ensure that your address is entered exactly as it appears on your bank statement, and that the card information is entered correctly. If the problem persists, please contact your card issuer. If this does not resolve your query, please contact us on live chat here.

Was this answer helpful?

Yes No

The deposit is paid alongside your first monthly instalment to secure your purchase. This will reduce your monthly payments accordingly.

Was this answer helpful?

Yes No

Subject to your credit check status, you may be required to pay a deposit alongside your first monthly instalment. This will reduce your monthly payments accordingly.

Was this answer helpful?

Yes No

Please check the number you have entered is correct, your mobile phone has a signal and that your provider is not experiencing any outages. If these are not an issue, this phone number may have been used previously. If you have access to another number, please re-attempt using this. If not, please contact our team via live chat here.

Was this answer helpful?

Yes No

We are unable to resend verification messages. We would recommend checking the mobile number you have entered and the signal on your device.

Was this answer helpful?

Yes No

You may have a partially completed order that is stopping you placing a second order. You can log in to your DivideBuy account here to check. You will find any partially completed orders under the ‘Your Orders’ section. Please select the correct one and continue with the order. If, you have no orders within this section please move to the ‘Search our Retailers’ section within your account. Search for your retail partner and follow the link to make a purchase. If this does not resolve the issue, please contact us on live chat here.

Was this answer helpful?

Yes No

Due to fraud prevention measures, we don't currently offer this option. However, if you are due to move home and would like your goods delivered to your new address, please follow the steps below: 1. Complete your order using your current address. 2. When your order has been confirmed, please contact our Customer Service team via our live chat here. 3. Our team will contact the relevant merchant partner and pause your delivery. 4. When you have access to your new address, please amend your address details with your bank and send proof of this (in the form of a bank statement) to [email protected]. Please include the following: - Full name - Date of birth - Previous postcode - The details of your new address including postcode 5. On receipt of this email, we will confirm that your details have been updated and will inform the merchant. 6. The merchant will contact you separately to arrange delivery.

Was this answer helpful?

Yes No

We are unable to reinstate a cancelled order. All you need to do is place the order again. Don’t worry - if you are placing your new order within 30 days of the cancelled one and your details remain the same, we will not perform another credit check.

Was this answer helpful?

Yes No

As the interest free credit provider, we are unable to advise on stock, dispatch, or delivery. Please contact the merchant partner you have purchased from.

Was this answer helpful?

Yes No

As the interest free credit provider, we are unable to advise on the delivery of goods and services. Please contact the merchant partner you have purchased from, ensuring that you allow for the merchant's specified delivery timeframe before contacting them.

Was this answer helpful?

Yes No

To change your delivery address, we will require proof of your new address. Proof can be in the form of a bank statement, council tax statement, or utility bill (dated within the last 3 months). We ask for these as a fraud prevention measure to ensure that items are being delivered to the correct individual. For this reason, we can only authorise delivery to the named individual on the credit agreement. Please forward a copy of one of the specified documents to [email protected] with your new address details. Please include the following: Full name Date of birth Previous postcode The details of your new address including postcode. On the receipt of the email, we will confirm that your details have been updated.

Was this answer helpful?

Yes No

As the interest free credit provider, we are unable to advise on the delivery of goods and services. Please contact the merchant partner you have purchased from with any delivery queries.

Was this answer helpful?

Yes No

As the interest free credit provider, we are unable to advise on the delivery of goods and services. Please contact the merchant partner you have purchased from with any delivery queries.

Was this answer helpful?

Yes No

The value and quantity of the orders you can place is dependent on several factors. As a responsible lender we aim to ensure that you get the right credit decision based on your circumstances. When you apply for interest free credit, we perform different searches to check your financial status.

Was this answer helpful?

Yes No

Yes. Every customer has a 28-day window on either side of their original payment date that their installment date can be moved to. Please note: this can't be changed whilst there is a missed payment on your account. Log in to your account here and under the section ‘Your Account’ edit your payment date by selecting ‘Change’ on the correct order. If you need to change your payment date outside of the 28 days, please contact us on live chat here.

Was this answer helpful?

Yes No

You can log in to your account here . Select ‘Your Account, then under ‘View Credit Agreement’ click ‘View’.

Was this answer helpful?

Yes No

Please log in to your customer account here. Under the ‘Your Details' section you can edit and verify your new mobile telephone number. Alternatively, please contact our team on live chat here.

Was this answer helpful?

Yes No

If you do not have a live order, please log in to your customer account here. Under section ‘Your Details', you will have the option to edit your address and save the details for future orders. If you have a live order, please email our team at [email protected] with your new address details. Please include the following: Full name Date of birth Previous postcode The details of your new address including postcode. If you have paid less than 2 instalments, please have proof of your new address available. We accept bank statements, council tax statements or utility bills (dated within the last 3 months).

Was this answer helpful?

Yes No

You can reset your PIN and password here. You will see ‘Forgotten Password and PIN’ below the login box. Enter your email address, and we will check to see if this is associated to an account, if so, we will send you a reset link.

Was this answer helpful?

Yes No

It’s easy to reset your password here. The option to reset your password and PIN number is below the login box. Select the relevant option and enter your email and your 4 digit PIN. This will send a verification code to the phone number associated with your account.

Was this answer helpful?

Yes No

You can easily reset your PIN here. The option to reset your PIN number is below the login box. Simply your email address and password, and this will send a verification code to the mobile phone number associated with your account.

Was this answer helpful?

Yes No

We understand that circumstances change, and that life can be unpredictable. If you’re worried about making a payment or if you need some extra flexibility, please contact our team on live chat here.

Was this answer helpful?

Yes No

If you've taken out an interest bearing finance plan, you will only be charged interest as per your credit agreement with us. If you've taken out an interest free finance plan, there is no APR. We will not charge you any hidden or late payment fees, or additional interest to your account in the event of missed payments. This is explained in your credit agreement before you electronically sign at checkout.

Was this answer helpful?

Yes No

We are an ethical lender and will not charge you any fees or additional interest to your account if you miss a payment. Please see your credit agreement for further information. If you have any concerns about making a payment, please contact us for support on live chat here. Please note: while we don't charge late or additional fees, a missed payment may affect your credit file, so please speak to us if you have any concerns.

Was this answer helpful?

Yes No

Payments are collected automatically from your nominated payment card on the day payment is due using a Continuous Payment Authority. If for any reason we are unable to take payment on the due date, we will contact you by both email and text message to advise that our payment attempt has failed.

Was this answer helpful?

Yes No

You will be notified via text message before your monthly instalment is due. This text includes the date when your payment is due. You will also receive an email before the payment is collected. If we have any issues collecting a payment you will also be contacted via text message and email.

Was this answer helpful?

Yes No

The deposit is paid alongside your first monthly instalment to secure your purchase. This would be reflected in your remaining monthly instalments.

Was this answer helpful?

Yes No

You can log in to your account here. Under the section ‘Your Account’ you can view the ‘Remaining Amount’ of any live orders, along with your next payment date and your credit agreement.

Was this answer helpful?

Yes No

The most common reasons for this error message are that the card is not being authorised by your bank or your address details do not match. Please ensure that your address is entered exactly as it appears on your bank statement, and that the card information is entered correctly. If the problem persists, please contact your card issuer. If this does not resolve your query, please contact us on live chat here.

Was this answer helpful?

Yes No

If you have contacted the merchant partner directly to cancel your order and have not received confirmation of your refund within 14 working days, please contact us on live chat here.

Was this answer helpful?

Yes No

To cancel your order, please contact the merchant partner from whom you made the purchase directly. If you have already received your order, you’ll need to arrange for it to be returned using the merchant partner's returns process. They will in turn contact us to confirm your order has been returned. Once we hear from them, we'll issue your refund and cancel your credit agreement.

Was this answer helpful?

Yes No

We require confirmation of your refund directly from the merchant partner you ordered with. Once this has been received, our accounts team will process your refund and notify you via email when it’s completed. This can take between 10 and 14 working days to process. Upon receipt of the notification email, it usually takes 3-5 working days to reach your bank account (depending on who you bank with). If we have not received confirmation of your refund, you will need to contact the merchant partner directly to advise them of this.

Was this answer helpful?

Yes No

The merchant partner you made your purchase with can provide you with the details regarding the return address of your purchase.

Was this answer helpful?

Yes No

Please follow the returns policy of the merchant from whom you purchased your order in order to receive a refund.

Was this answer helpful?

Yes No

We combine Secure Socket Layer (SSL) technology with advanced address and bank checks to provide all our customers with peace of mind, as well as helping to combat fraud. SSL is the most widely deployed security protocol used. To see our trusted SSL certificate, click the padlock in your web address bar. In addition, all online payments are safely processed using a PCI compliant gateway and we never store card details in full.

Was this answer helpful?

Yes No

We may collect certain technical details about the device you use to access our website. A cookie is a small file which asks permission to be stored on your internet browsing device when you visit our website. Our policy which explains Cookies can be found here.

Was this answer helpful?

Yes No

The identities of the CRAs, and the ways in which they use and share personal data, are explained in more detail at https://www.transunion.co.uk/crain

Was this answer helpful?

Yes No

We are unable to provide information regarding the credit decision. To find out more information please go to transunion.co.uk.

Was this answer helpful?

Yes No

Once your account is paid off in full, the credit agreement will end. We cannot close your account fully as we need to retain a record in case you have any queries in the future, including the credit search on your file. The account will remain as ‘Inactive’ unless you choose to place another order. Further details can be found in our Privacy policy.

Was this answer helpful?

Yes No

If you are placing a new order within 90 days of a previous one and your details remain the same, we will not perform another credit check. Further details can be found in our Privacy policy.

Was this answer helpful?

Yes No

If you’d like a copy of your conversations with us, you’ll need to make a ‘Data Subject Access Request’ in writing via email at [email protected], verbally or via our live chat. Further details can be found in our Privacy policy. You have the right to find out what personal information we hold about you. In some circumstances, you can ask us to send an electronic copy of the personal information you have provided to us, either to you or to another organisation. If you have any questions about our Privacy policy., please contact us by writing to us at our registered address given above, emailing us at [email protected].uk or using our live chat here

Was this answer helpful?

Yes No

We sometimes use third parties located in other countries to support our services. These services will be carried out by experienced and reputable organisations which safeguard the security of your information. Further details can be found in our Privacy policy.

Was this answer helpful?

Yes No

If your complaint is regarding the item that you've purchased, please follow the complaint process for the merchant with whom you made the purchase. If your complaint is specifically about DivideBuy and our credit solution, please read our complaints handling procedure here.

Was this answer helpful?

Yes No

With the rising cost of living, many of our customers may be feeling increasingly worried about the future and keeping up with pre-existing credit commitments. If you are worried about credit commitments or your circumstances have changed, we're here to support you. Please talk to one of our advisers as soon as possible so we can discuss all options that may be open to you, or offer guidance and signposting to free independent debt advice. If you'd rather speak directly to an independent debt advisor, please contact one of the below organisations: Money Helper – 0800 011 3797 Citizens Advice (England) – 0800 144 8848 Citizens Advice (Wales) – 0800 702 2020 Step Change Debt Charity – 0800 138 1111 National Debt-line – 0808 808 40000

Was this answer helpful?

Yes No

Our live chat team is available at the following times: Monday - Friday: 8:00am - 6:00pm Saturday - 8:00am - 4:30pm Sunday - Closed Please contact us on live chat here.

Was this answer helpful?

Yes No

You can reach our dedicated support team via live chat or email. For more information, please visit our Help page.

Was this answer helpful?

Yes No