2020 COVID-19 Questions

Will our opening hours change?

Our call centre’s operating hours have been changed and we can currently be contacted via live chat only. We have increased our online chat options to continue to support our customers. We may have to make updates as the situation evolves but updated information will be published on our website in the first instance.

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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 staff, clients, and customers are of paramount importance; therefore, we have increased our online chat service to continue to support you, but all employees are now working from home.

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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 purchase and application. 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 our interest free credit method wherever you see the DivideBuy button. You can browse a selection of our retailers in our shopping directory here.

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What is DivideBuy?

DivideBuy provides an interest free credit payment option, that allows you to spread the cost of your purchases with our retail partners. Payments can be spread between 2 and 12 months depending on the retailer. Our acceptance rates are high, the application process is quick and easy that gives you an instant credit decision. There are no hidden fees and no restrictions on early repayments.

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Application

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 cannot provide any information regarding the credit decision. If you’d like more information, you can contact TransUnion (credit reference agency) on 0330 024 7574. They should be able to discuss your personal credit score with you further.

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How long is my credit score held for?

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, and this would reduce your remaining monthly instalments.

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

If for any reason you are declined, then your order is automatically cancelled. If you wish to replace a cancelled order, please do so through the retailer’s website.

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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 transaction of 1p to verify that the debit/credit card is registered to you and to your address as a fraud prevention measure. 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 or therefore your order.

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Which cards do you accept for payments?

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 it states my contact information has already been taken?

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

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How do you reach your credit decisions?

The DivideBuy credit search uses a combination of your credit score, the details you entered and our unique credit algorithm. We look at your ability to pay today, not at what may have happened in the past.

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Will I be accepted for credit?

We cannot know what your credit decision will be without you completing the online application. We do have the option for a soft search, which will give you a good idea of what your likely credit decision will be, without impacting your credit history. If you would like to opt for a soft search before applying, look out for this option 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 the application?

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

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How do I register?

Simply complete a purchase through one of our retail partners and select DivideBuy as your payment method. As you are guided through your credit application, you are also creating your DivideBuy account.

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Why does it say I already have an account?

This means that your information is linked to another email address which is registered with DivideBuy. If you have previously signed up, you need to use the previous email address to log in. Once you are logged in, you can amend your email address in the “My Details” section of your account.

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Guarantor

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 contact them on 0330 024 7574.

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Can I change the email address for my guarantor?

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

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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 to complete their own application. We will also send an email requesting that the guarantor contacts us. 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 application.

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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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Why do I need a guarantor?

A guarantor may be required for your credit application, depending on your credit check 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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Miscellaneous

Can I get a copy of 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 Account

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 could be due to a discrepancy in your address. 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 bank.

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How do I change my billing address?

Please email hello@dividebuy.co.uk with your previous address details and proof of your new address (bank statement, council tax statement or utility bill). When we receive your documents, we’ll confirm the changes have been made. Your new details will be on your account the next time you log in.

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How can I make a payment in my account?

You can log in to your account here. From there, 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 is that you could be approved to lend 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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What if I have forgotten my password and my pin?

You can reset your pin and password here. Under the boxes for your email address, password and pin you will see the options for resetting your pin and password. 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 reset my password OR pin?

You can reset just your pin or password here. Under the boxes for your email address, password and pin you will see the options for resetting your pin OR password. Select the relevant option. This will require you to enter the mobile number registered to your account and send a 6-digit code as a text message to reset.

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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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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 store specific. Please contact the retailer you made your purchase with to find out this information.

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What if my order hasn’t arrived?

Please contact the retailer. As the interest free credit, we hold no information regarding stock, dispatch or delivery for any of our retail partners. Please allow the given timeframe from the retailer for delivery before contacting them.

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How do I reinstate a cancelled order?

No. 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, you won’t be credit checked again as we hold your score for 90 days.

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Can I change my delivery address?

To change your delivery details, we will require a proof of address. This can be in the form of a bank statement, council tax statement or utility bill. We ask for these details as a fraud prevention measure to ensure that items are delivered to the credit agreement holder. Please forward a copy of one of the mentioned documents to hello@dividebuy.co.uk and we will confirm that your details have been updated and we’ll confirm the changes have been made with the retailer dispatching your goods.

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When will my order be delivered?

Please contact the retailer surrounding delivery queries. As the interest free payment method, we don’t hold any information surrounding our retail partners’ 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 change up or down.

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Payments

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 you missing payments. 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 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 see fit but we will never collect more than the outstanding instalment. If you need to discuss this further, you can contact our collections team. If you need to discuss this further, you can contact our collections team here.

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Do you use a direct debit?

No. Please see "How are payments collected?"

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How are payments collected?

Payment is collected via a Continuous Payment Authority (CPA). This method uses your long card number, expiry date and three-digit CV2. Payments will be collected automatically on the date your instalment is due.

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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, extra payments by selecting "Other" and you can clear the balance in full. You do not get penalised 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 login to your account and update it. See “I’ve received a new payment card.” Or contact us through 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 that says ‘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.”

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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, and this would reduce your remaining monthly instalments.

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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 department will process your refund and notify you via email when it’s done. This can take anywhere between 10 and 14 working days to process. Once you receive 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.

Please allow the retailers refund time scale to elapse. If you have not received confirmation of your refund within 14 working days, please contact ourselves 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, so we can issue a refund and cancel your credit agreement.

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