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.

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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.

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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.

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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.

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There is no APR or hidden charges. We do reserve the right to add late payment fees and interest to your account in the event of missed payments. This is explained in your credit agreement before you electronically sign at checkout.

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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.

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To perform a pre-approval check, we need a valid email address, name, date of birth, annual income and billing address.

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When you complete a pre-approval check this will show on your credit file. However, this will not affect your credit score and will not be visible to other lenders.

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We cannot advise what your credit decision will be without you completing the online application. Most of our retail partners offer a pre-approval/soft credit search option before checkout, which will give you a good indication of what the credit decision may be before fully committing to a purchase and without impacting your credit score. Look out for the pre-approval option on the retailers website.

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

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You must be aged between 18 and 100 years old and be a permanent UK resident. You also need to have an accepted credit/debit card and a valid UK mobile telephone number.

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

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DivideBuy offers 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 application. 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 an order early. 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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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.

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Once your guarantor has been approved, please log in to your DivideBuy account here. Under the section ‘Your Orders', you will have the option to complete your order by adding your payment card details and making your first payment and/or any deposit if required.

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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. Click here to watch the video.

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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.

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

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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.

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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.

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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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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.

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As a fraud prevention measure, we do not offer this option. However, if you are due to move home and would like your goods delivering to your new address, please follow the steps below. 1. Please 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 retail 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 hello@dividebuy.co.uk. 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 retailer. 6. The retailer will contact you separately to arrange delivery.

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

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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 90 days of the cancelled one and your details remain the same, we will not perform another credit check.

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

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

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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 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. On the receipt of the email, we will confirm that your details have been updated.

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

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

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If your guarantor would like more information, they can contact TransUnion (credit reference agency). Please go to transunion.co.uk.

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We are unable to resend the link for the guarantor application. However, you can complete this application again by logging in to your DivideBuy account here. Under section ‘Guarantor Orders', you will have the option to complete your guarantor application.

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Once your guarantor has been approved, please log in to your DivideBuy account here. Under the section ‘Your Orders', you will have the option to complete your order by adding your payment card details and making your first payment and/or any deposit if required.

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Please ensure your guarantor has checked their email spam and junk folders first. If the email has not been received, please ask the guarantor to contact us on live chat here. We will update the email address and assist them with their application if needed

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It is a very quick process; your guarantor will receive an application shortly after you have entered their information. Your guarantor has 48 hours to complete their application. When complete, they will need to contact us via live chat here. We will verify their details and you will be able to complete your purchase.

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Please check your email as you have 48 hours to complete the guarantor application and will be required to create a DivideBuy account using your email address to log in. Our video below provides a step-by-step guide for you on what you need to do. Click here to watch the video.

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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. Click here to watch the video.

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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. Click here to watch the video.

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Your guarantor must be aged between 18 and 100 and be a permanent UK resident. The guarantor should also have a debit or credit card and a valid UK mobile telephone number.

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A guarantor may be required for your credit application, depending on your credit worthiness and other assessments. As a responsible lender, we regularly review our lending practices, so they may have changed since the last time you applied.

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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.

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Yes. If you have no missed payments, you can move your payment date within seven days (either before or after your original payment date). 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 would to change your payment date outside of the seven days, please contact us on live chat here.

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

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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.

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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 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 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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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.

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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.

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It’s easy to reset your PIN here. The option to reset your PIN number is below the login box. Enter your email address and password and this will send a verification code to the mobile phone number associated with your account.

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If you already have an account with us, you can log in here. If you haven’t signed up with DivideBuy yet, your account is created when you complete your first application with us.

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An online account will be created for you when you complete your first application with us. With your online account, you can see the status of your orders, and your account history, make payments and manage your personal information. Log in to your account here.

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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.

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There is no APR or hidden charges. We do reserve the right to add late payment fees and interest to your account in the event of a missed payment. This is explained in your credit agreement before you electronically sign, at checkout

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We may add fees and 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 on live chat here. Any missed payment may affect your credit file so please speak to us if you have any concerns.

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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.

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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.

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

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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.

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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.

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

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Please contact our team on live chat here and we will update your account. On receipt of your new card, you can log in to your account and update your payment details.

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You can log in to your account here. Under the section ‘Your Payments’, please select ‘Add a new card’ and enter your new card details as required. Please look for the 'Add card to existing order’ tick box if you need to assign this card as your default payment option. Please ensure your address is also up to date. When you have updated your payment card details, you can then pay individual instalments, make one-off payments, or clear your balance.

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Payments are collected via a Continuous Payment Authority (CPA). A continuous payment authority (CPA) is a recurring payment that we set up using your debit or credit card details. As part of this process, we 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. CPA uses your long card number, expiry date and three-digit CV2 to process payments. If you change your card, this information will need to be updated in your account. To do this please see FAQ - I’ve received a new payment card; how do I make a payment with this?

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You can log in to your account here. Either choose the option ‘Make a Payment’ or alternatively, under the section ‘Your Account’ you can select 'Pay’ and you will then have the option to pay individual instalments, make one-off payments or clear your balance.

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Payments are collected via a Continuous Payment Authority (CPA). A continuous payment authority (CPA) is a recurring payment that we set up using your payment card details. As part of this process, we 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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We use a Continuous Payment Authority (CPA). Please refer to FAQ - How are payments made? for further information.

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If you have contacted the retail 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.

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

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We require confirmation of your refund directly from the retail 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 retail partner directly advising this.

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

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Please contact the retail partner you made your purchase with to find out more about their returns policy.

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

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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.

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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.

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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 hello@dividebuy.co.uk, 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 hello@dividebuy.co.uk or using our live chat here

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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.

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We will share your data with our employees who require access to your records to be able 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. Further details can be found in our Privacy policy.

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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. Further details can be found in our Privacy policy.

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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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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. Further details can be found in our Privacy policy.

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We may collect and process the following: 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. Further details can be found in our Privacy policy.

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

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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 us on live chat here.

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Our live chat team are available 7 days a week at the following times: Monday – Friday 8.00am to 8.00pm Saturday 8.00am to 4.30pm Sunday 9.00am until 4.30pm. Please contact us on live chat here.

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Further contact information can be found here.

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