COVID-19 Questions

What are your opening hours?

Our Chat experts are available 7 days a week. Mon – Friday 8am to 8pm, Saturday 8am to 4.30pm and on Sundays 9am until 4.30pm.
They are on hand to help you with everything such as questions about your bill, service or to help you resolve any problems with your service.

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Are your retailers still open?

Our retailers are open and available, you can see them at dividebuy.co.uk/shopping and across our social channels.

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What about my delivery?

Our retailers are available so please contact them directly regarding your delivery. They will be able to inform you if there has been any change in their schedule.

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What are you doing for DivideBuy staff?

The well-being of our teams, clients, and customers is of paramount importance. We have increased our online chat service and we are supporting our teams with a mix of office and home working.

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About

I have been directed to DivideBuy’s website to pay for my purchase. Is this correct?

Yes, that is correct. You will be redirected to our checkout to complete your application and purchase. Once this has been completed and your order is processing, you will be redirected back to the retailers’ website.

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How can I contact you?

Further contact information can be found here.

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Where can I use DivideBuy?

You can pay with interest free credit wherever you see the DivideBuy button. Browse, shop and spread the cost. Our partner stores can be found here.

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What is DivideBuy?

DivideBuy is a way to spread the cost of your purchases with interest free credit. You can split the cost between 2 and 12 months depending on the retailer. The application process is quick and easy, and we give you an instant credit decision. There are no hidden fees or penalties for paying off early.

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Application

Can I buy as much as I like?

The value and quantity of the orders you can place is dependent on a number of 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.

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Will my credit score be affected by a soft credit search?

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

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What information is required to perform a soft credit search?

In order to perform a soft search, we would need a valid email address, name, date of birth, annual income, and postal address.

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Will I be required to have a ‘hard’/full credit search to place an order?

Yes, we do perform a hard search when completing an application for interest free credit. This credit check will show up as an inquiry on your credit report, it will be visible to other lenders and it might impact your credit score.

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How will I know if I can spread the cost in instalments?

Before making a full application for credit you can perform a soft search (available at most of our retailer’s checkouts) which will give you a good indication of what your credit decision will be, without impacting your credit score. If you decide to proceed with your purchase, we will perform a credit check with a credit reference agency to complete your application; you will get your credit decision instantly.

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Will my DivideBuy be blocked if I have AdBlock installed on my browser?

DivideBuy may not be able to complete your order when you have AdBlock installed on your browser. We rely on cookies or small bits of information stored in your browser, so we can provide your credit decision and complete your order. Some AdBlockers can block these cookies, but to complete your order we advise that you add DivideBuy to the list of sites allowed by AdBlock.

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How do I get more information on my credit decision/credit score?

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

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How long does DivideBuy hold my credit score?

Your credit score is held on file for 90 days. This means, for example, if you cancel an order and then attempt to place another order through DivideBuy, we will not perform an additional credit check if it is within 90 days of your last one.

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Do I need to make a payment to complete the order?

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 would be reflected in your remaining monthly instalments.

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If I have been declined, what happens to my order?

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 you purchase another way.

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Can you resend my verification code?

No. Unfortunately, we are unable to resend verification messages. We would recommend checking the mobile number you have entered and the signal on your device.

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Why have you taken 1p from my account?

Prior to taking your first instalment and/or deposit, we authorise a 1p transaction to verify that the debit/credit card is registered to you and the address you have supplied. This transaction is returned within a few days. If we are not able to successfully complete the 1p transaction, we cannot complete your credit check and therefore your order.

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Which payment cards do you accept?

We accept the following cards:
Visa, Visa Debit, Mastercard and Maestro cards. Presently, we do not accept American Express.

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I can’t complete my application online?

If you are struggling to complete your order online, please contact us here.

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What if the application states my contact information is already taken?

This means your information is already linked to another DivideBuy account, so cannot be used again for a new account/application. If your email address is the same as a previous application, you should be prompted to log in using the same details. You can log into the account that your details are verified with here.

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How do you reach your credit decisions?

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

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Will I be accepted for credit?

We cannot advise what your credit decision will be without you completing the online application. We do offer a soft search option, which will give you a good indication of what your credit decision will be before fully committing to a purchase and without impacting your credit score. If you would like to opt for a soft search before completing an application, look out for the soft search eligibility checker on the retailer website.

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What are the requirements for credit?

You must be aged between 18 and 99 years old and be a permanent UK resident. You also need to have an active credit/debit card and a valid UK telephone number.

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Will a credit check be performed?

Yes. DivideBuy uses a third-party credit reference agency, TransUnion, to perform a credit check. This is known as a hard search and will leave a footprint on your credit file.

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What information do I need to provide for a credit application?

You will need your email address and mobile telephone number as well as your postal address. It is important that this information is correct and up to date as we use this to contact you and verify your identity. Your card must be registered to your current address to place an order. You will also be asked to provide your card details for your first instalment and/or deposit so please have these to hand.

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Guarantor

Why do I need a guarantor?

A guarantor may be required for your credit application, depending on your credit worthiness and other assessments. This means that you have been approved for interest free credit. As a responsible lender, we regularly review our lending practices, so they may have changed since the last time you applied. The credit decision is not necessarily based on any previous experience with us, but on your credit and affordability assessments.

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What are the requirements for a guarantor?

Your guarantor must be aged between 18 and 75 and be a permanent UK resident. The guarantor should also have a debit or credit card and a valid UK telephone number.

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How do I assign my guarantor?

Occasionally you may need to assign a guarantor for your credit application. This short video provides a step-by-step guide on how to do this.

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Can I change the email address for my guarantor?

No. Please ask the guarantor to contact us via live chat here to complete the application manually. Please ensure your guarantor has checked their email spam and junk folders first.

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What does the guarantor need to do?

Once you have assigned a guarantor, they will receive an email. Your guarantor has 48 hours to complete the application and will be required to create a DivideBuy account using their email address to log in. Our video below provides a step-by-step guide for your guarantor on what they need to do.

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How long does it take for a guarantor to be approved?

Once you have assigned your guarantor, they will be contacted via email to complete their own application. We will also send an email requesting that the guarantor contacts us for verification. We must verify the guarantor within 48 hours of you assigning them. After this time, your order will automatically cancel. It is the responsibility of the account holder to contact the guarantor and advise them to contact DivideBuy to complete their verification.

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How do I complete the order after my guarantor has been approved?

Upon approval of your guarantor, we will email you to confirm that your guarantor has been accepted so that you can complete your order. The video below will provide a step-by-step guide for you to complete your order.

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Why has my guarantor been declined?

We cannot provide any information regarding the decision for your guarantor. For further information please contact TransUnion. Your guarantor can enquire here
https://www.transunion.co.uk/consumer/consumer-enquiries.

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My Account

I have forgotten my PIN

It’s easy to reset your PIN here. Under the boxes for your email address, password and PIN, you will see the option for resetting your PIN. You will be required to submit your email and your password. This will send a verification code to your phone number associated with your account.

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Why does my card say it’s invalid?

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.

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How do I change my billing address?

It’s easy to update your billing address:

Email
Please email hello@dividebuy.co.uk 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 include the forementioned proof of your new address.
We will contact you with further information within 72 hours of receiving this email.

Live chat

To update your address please contact us via live chat.

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.

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How can I make a payment in my account?

You can log in to your account here. Once logged in, choose ‘My Payments’ and then ‘Instalments.’ From there, you can pay individual instalments, one-off payments or clear your balance.

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How do I view my credit agreement?

You can log in to your account here. Once in your account, select the tab ‘Your Payments, then ‘View Credit Agreement’.

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What is a ghost credit limit?

Your ghost credit limit is based on your credit history and is designed to show you what the maximum amount that you could be approved for is, for one order. Your ghost credit limit will not affect your credit file. Please note, this is not an offer of further credit and is not guaranteed.

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I have forgotten my password

It’s easy to reset your password here. Under the boxes for your email address, password and PIN you will see the options for resetting your password. Select the relevant option. You will be required to submit your email and your 4digit PIN. This will send a verification code to your phone number associated with your account.

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What if I have forgotten my password and my pin?

You can reset just your PIN or password here. Under the boxes for your email address, password and PIN you will see ‘Forgotten Password and PIN.’ Here you enter your memorable data such as your date of birth and postcode. This will then be verified and allow you to reset your password and PIN.

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How do I view my account online?

If you already have an account, you can log in here. If you haven’t signed up with DivideBuy yet, your account is created as part of completing your first order with us. Please see “How do I register?”

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Refunds

How will I know once my refund has been processed?

We require confirmation of your refund directly from the retailer you ordered with. Once this has been received, our accounts team will process your refund and notify you via email when it’s done. 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 who you bank with).

If we have not received confirmation of your refund, you will need to contact the retailer directly advising this.

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I want to cancel my order, but the retailer hasn’t responded?

If you have contacted the retailer directly to cancel your order and have not received confirmation of your refund within 14 working days, please contact our Customer Service Team and we can aim to reinstate communication.

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Can I cancel my order?

We are sorry you want to cancel your order. The first step is to contact the retailer directly to cancel your order. If you have already received your order, you’ll need to arrange for it to be returned using the retailer’s normal returns process. The retailer will then contact us to confirm your order has been returned, and we can issue your refund and cancel your credit agreement.

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My Orders

I am dissatisfied with the service. How do I make a complaint?

You can find more information on our complaints handling procedure here.

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Where do I send products I wish to return?

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

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What is the Returns policy?

This is retailer specific. Please contact the retailer you made your purchase with to find out more.

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What if my order hasn’t arrived?

Please contact the retailer. As the interest free credit provider, we do not hold details about stock, dispatch or delivery. Please allow the given timeframe from the retailer for delivery before contacting them.

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How do I reinstate a cancelled order?

We are not able to reinstate a cancelled order. All you need to do is place the order again. Please see “I’ve got an account, now what?” Don’t worry, if you are placing your new order within 90 days of the one you cancelled then we will not need to perform another credit check.

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Can I change my delivery address?

To change your delivery details, we will require proof of address. Proof can be in the form of a bank statement, council tax statement, or utility bill. 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 hello@dividebuy.co.uk and we will confirm that your details have been updated.

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When will my order be delivered?

Please contact the retailer with any delivery queries. As the interest free interest free credit provider, we do not hold details about deliveries.

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Do I have an order limit?

Yes. As a responsible lender, we are always looking to review our lending practices and we do make changes to individual order limits, based on your application. Our order limits are reviewed regularly and may be subject to change.

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Payments

Can I make an early repayment?

Yes, you can make individual payments early or pay your balance in full. You do not get penalised for early repayments. To make any additional payments, please log in to your account, click ‘My Payments’ and then ‘Instalments.’

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Will I be charged if I miss a payment?

A missed payment fee will be incurred when a payment is more than 31 days late. If you have any concerns about making a payment, please contact our Customer Service Team. Any missed payment may affect your credit file so please speak to us if you have any concerns.

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How are payments made?

Payments are collected via a Continuous Payment Authority (CPA). A continuous payment authority (CPA) is a type of recurring payment that we set up on your card using your debit or credit card details. As part of this process, we get the ask your permission (‘standing authority’) to take payments as and when they’re due. We collect payments automatically on the date your instalment is due.

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How do I make an additional payment?

It’s easy to make a manual payment by logging into your account here. Once in your account you can select “My Payments” and then “Instalments”. Here you can pay off any outstanding balance, make extra payments or clear the balance in full. Further information about making a payment online can be found here.

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How can you contact us if you’re struggling to pay?

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 Customer Service Team. For us to be able to help you we need to know that you’ve had a change in circumstances, so please do not hesitate to get in touch and we can work together on the best solution for you.

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How will I be reminded when to pay?

You will be notified via text message before your monthly instalment is due. This text includes when your payment is due and the last 4 digits of the instalment card we have on file. You will also receive an email before and once your payment has been collected. If we have any issues collecting payment you will also be contacted via text message and email.

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Will I be charged any interest or fees to pay in instalments?

No, we don’t charge any interest to pay in instalments. Fees would only occur in the event of a missed payment. Please review your terms and conditions for more information.

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Are there any other charges or fees?

No. There are no APR or hidden charges. We do reserve the right to add late payment fees to your account in the event of a missed payment/s. This is all explained in your credit agreement before you electronically sign at the checkout process.

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Have you made a note of my promise date?

As a responsible lender we’re here to help. If you would like to speak to us about your repayments, please contact our collections team.

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I’ve paid my account off. Can I cancel my account?

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.

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Why have you been taking partial payments from my account?

We collect partial payments if there is an outstanding instalment on your account. We have the right to collect the owed amount in as many instalments as we can, but we will never collect more than the outstanding instalment. If you need to discuss this further, you can contact our collections team.

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Do you use a direct debit?

No. We use a Continuous Payment Authority (CPA). Please see “How are payments made?”

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What is a Continuous Payment Authority (CPA)?

CPA uses your long card number, expiry date and three-digit CV2 to process payments. Payments will be collected automatically on the date your instalment is due. If you change your card, this information will need to be updated in your account. Please see “I’ve received a new payment card; how do I make a payment with this?” for more information on adding a new card to your account.

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How to pay balances?

To make any additional payments, please log in to your account, click ‘My Payments’ and then ‘Instalments.’ Here you can pay an individual instalment amount and extra payments by selecting ‘Other’, or you can clear the balance in full. There are no penalties for early repayment.

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What is my outstanding balance?

You can view your outstanding balance in your account. Go to ‘Your Payments’ and you can view the ‘Remaining Amount’ of any live orders, along with your next payment date and your credit agreement.

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My card has been lost/stolen. What do I do?

Please contact us to let us know. We can make a note on your account and once you have received your new card, you can log into your account and update it. See ‘I’ve received a new payment card.’ Or contact us here.

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What happens if I forget to make a payment?

Payments are collected automatically from your 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 would email and text you to advise that your payment is due.

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I’ve received a new payment card; how do I make a payment with this?

Log in to your account here. Go to ‘Your Payments’ and at the bottom of the page, there will be a section ‘Add a new card’ and you will be prompted to enter your new card details.

Please ensure your address is up to date. Once you have added this card, you can then make a payment. To do so, click ‘My Payments’ and then ‘Instalments.’ From there, you can pay individual instalments, one-off payments or clear your balance.

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Can I push my payment to the 1st of the next month?

No. We are unable to move your payment date to the 1st of the month because it would mean extending your credit agreement into a new month.

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Can I change my payment date?

Yes. If you have no missed payments, you can move your payment date within seven days (either before or after your original payment date). You can change this by logging in to your account, clicking ‘My Payments’ and then ‘Change.’ You can log in here.

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Miscellaneous

Can I get a copy of my telephone conversations?

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 to our data controller, details can be found in our privacy policy.

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My Data

Where doesn’t your privacy policy apply?

Our privacy Policy does not apply to services offered by other companies, including products or sites which refer to DivideBuy or its service. More information can be found in our privacy policy.

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How can I access your personal data with us?

You have the right to find out what personal information we hold about you, in many circumstances. 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 customerservice@dividebuy.co.uk or using our live chat facility.

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What kind of encryption do you use for web payments?

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.

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Do you transfer your data overseas?

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. More about third-parties can be found here.

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How do the Credit Reference Agencies (CRA) use my data?

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

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Who do you share my data with?

Our employees will access your records in order to use your information but only those who require that access (for example, our Customer Service Team need access to your account to support you should you need to contact us). We may also need to share your information with suppliers and subcontractors, Credit Reference Agencies, fraud prevention services, retail partners when you purchase, payment service providers, regulators, and debt collection agencies. More information can be found in our privacy policy.

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Does your website use cookies? What kind of cookies?

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.

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How secure is my data?

There are a few steps we take to secure your data. The first being we encrypt our web service platform and subsequent applications and provide a two-step verification process when you access your DivideBuy account. We also review our information collection, storage, and processing practices regularly and restrict access to personal information to those DivideBuy employees, contractors and agents who need to know that information.

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How do you use my personal data?

We shall process your personal information only to the extent it is necessary. Some examples include verifying your identity and preventing fraud, setting up and administering your credit, assessing and developing our products, and to fulfil any legal or regulatory obligations. More information can be found in our privacy policy.

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How long do you keep my data for?

We hold your information for as long as it is considered necessary, for the purpose for which it was collected, and to comply with our legal and regulatory requirements. In the absence of specific legal, regulatory, or contractual requirements, any other personal information is kept for our baseline retention period – this is seven years after you have stopped using our services.

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What data do you not collect?

We do not collect any sensitive personal information about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, or political opinions).

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What data do you collect?

We may collect and process the following information: information about you, contact information, information on goods/services, online information (e.g. cookies, IP address browser type and plug-ins), financial information, and information about the interaction between you and stores. More information can be found in our privacy policy.

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Who are we?

DivideBuy is the trading name of Rematch Credit Limited. We are registered and trading at First Floor, Brunswick Court, Brunswick Street, Newcastle-under-Lyme, ST5 1HH

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