FAQ

The smart way to pay. Your moment is now.

How do I sign up to use Laybuy?
You can make your first Laybuy purchase as soon as you complete registration and you have been accepted as a user of our service.

Your Laybuy account can be created either here or by selecting Pay by Laybuy upon checkout and creating an account. You are now able to complete purchases using Laybuy at any of our approved Merchants.

Laybuy performs a credit check on all new users upon registration. Once your credit score has been confirmed and your account has been verified, Laybuy assigns your Laybuy limit (see How is my Laybuy limit approved?) and you can begin shopping immediately.
How does Laybuy work?
Laybuy offers online shoppers a simple interest free payment plan that lets you secure your purchase today and pay for it in 6 equal payments, once a week for 6 weeks.

Laybuy performs a credit check to obtain a credit score on all new users upon registration. Once your credit score has been confirmed and your account has been verified, Laybuy assigns your Laybuy limit (see How is my Laybuy limit approved?) and you can begin shopping immediately.

The first payment equal to one sixth of the purchase price occurs once your order is completed. The remaining 5 payments are processed each week on the day of the original purchase from your nominated card. No further action is required and all account information including a payment schedule can be viewed, at any time, through your Laybuy account.

Once you select Pay by Laybuy at checkout and complete your purchase, the Merchant ships any products directly to you at the delivery address you have requested. If your purchase is a ticket for a service, this will be emailed to you.
When will I have to make my first payment to Laybuy?
Your first payment is made at the time of purchase for one sixth of the total purchase price. We will give you your entire payment plan before you complete your purchase so you can see what you owe us.
Can anyone use Laybuy?
Laybuy is available to any individuals that live in New Zealand and are at least 18 years old. However, before you can use Laybuy you need to provide us with your full name, residential address, email address and your mobile number for the credit check/verification. We will also need your New Zealand debit or credit card details so that we can deduct the amounts in connection with your purchase.
Why have I not been able to open a Laybuy account?
We have built our system to include an instant credit reference check via our third party provider, Centrix.

Centrix is a New Zealand owned and operated credit reference bureau.

When you create your account, Centrix performs a credit and identity check that is used to assign your Laybuy "limit" based on your credit history. This limit may change as we get to know you better. Your order may be declined because the total purchase price is greater than your Laybuy limit and the available balance on your debit or credit card is not enough to pay the difference between your Laybuy limit and the total purchase price.

The system is fast and efficient so we don't keep you waiting. As you develop a successful payment history with us we may revise your limit. The more you use Laybuy and continue to make your payments on time, the more you will be able to spend.

We operate as a responsible, free service to our consumers and it is important that we ensure our customers can repay what they owe us each time they shop using Laybuy.
How is my Laybuy limit approved?
We have built our system to include an instant credit reference check via our third party provider, Centrix.

When you create your account, Centrix performs a credit and identity check that is used to assign your Laybuy "limit" based on your credit history. This limit may increase as we get to know you better.
Can I exceed my Laybuy limit?
You can shop and spend more than your limit if you have a sufficient balance on your debit or credit card to complete the purchase.

However, if you exceed your limit this will change the way in which you will be required to make payments to us as the excess must be paid at the time of your first instalment.

For example, if you have a limit of $120 and want to purchase an item for $200, your designated debit or credit card will be charged $80 on the date of purchase. That is, the $80 "limit excess" and your payments for the next 5 weeks will be $24 per week.
Where can I shop using Laybuy?
We're now avaiable in-store and online!

If you would like to see Laybuy as a payment option in your favourite store, please let them know how much you would like to use Laybuy and we will do our best to make it happen.
How much does Laybuy cost me?
Laybuy doesn't charge you any interest or upfront fees.

If you miss a payment you will be notified immediately. A late payment fee of $10 may be charged in respect of each payment you fail to make on time. Any payment default may also result in our debt collection service contacting you and/or your credit score being affected.
I have other questions, how can I get in touch with Laybuy?
We are here to answer any questions you have about our payment platform, just drop us an email to help@laybuy.com any time and we will respond as fast as we can but in any event, definitely within 24 hours.
I can't log into my Laybuy account?
Your Laybuy account is created when you first register on our payment platform. Once you are registered with us you can access your account via the Laybuy website at any time.

To access your account you will need to make sure you are using the same email address that you gave us when you registered with Laybuy. If you have a different email address try that, you may want to try using one of your other email addresses (it could be that you registered with a different one).

To reset your password, on the log in screen there is a link for 'forgot password?' that will prompt a field to enter in your email address and an email to reset your password will be sent to you.

If that fails it is possible you made a typo when you keyed in your email address so please email help@laybuy.com and one of our customer service team members will help you out.
I have tried to reset my password but I haven't received an email that lets me do that. What do I do now?
Please check that you are using the email address you gave us when you made your first Laybuy purchase. You will be able to find out which email address you gave us by searching your inboxes for the Order Confirmation you received from Laybuy or our approved Merchant.

Sometimes these requests get filed in your junk mail folder, have a look in there and if you still can't find it please drop an email to help@laybuy.com and and one of our customer service team members will help you out.
What happens if I can't find my card and don't know if I've just lost it or it has been stolen?
First things first, if you think you've lost your card or that someone has stolen it please contact your bank immediately. Once you've advised your bank then please log into your Laybuy account at www.Laybuy.com and add a new payment method before your next scheduled payment to ensure that you do not incur any late fees.

When you log in to your Laybuy account at www.laybuy.com, select:
1. Log in to your Account,
2. Select 'Saved Cards',
3. You can add a new card so that your future payments can be made.

Please send us an email at help@laybuy.com if you are unable to load another payment method/card.
Can I add a new card and remove the old one?
You can add a new card at any time by logging into your Laybuy account at www.laybuy.com and selecting;

1. Log in to your Account,
2. Select 'Saved Cards',
3. You can add a new card so that your future payments can be made.

Please drop us an email at help@laybuy.com if you are unable to load your new card.
What do I do if my payment fails?
If your payment fails, you will be sent a notification by email.

Please Log in to your Laybuy account at www.laybuy.com and select;
1. "Payment Schedule", then
2. Next to the overdue payment select "Pay Now"
3. Choose the desired payment method and select "Submit Payment"

If you cannot make your payment, please contact us at help@laybuy.com immediately so that we can help you avoid incurring a late fee.
Why have I been charged a late payment fee?
If you have not made the payment before the due date, and the automatic payment fails, we will give you a further 24 hours to pay. Failing to meet this, you will incur a late payment fee of $10 and a further $10 late fee if the payment is not made within 7 days (as stated in our Laybuy Terms and Conditions).

We know that sometimes a situation arises which will cause you to miss a payment on the scheduled date. If you think this is going to be one of those times please drop us an email to help@laybuy.com in advance of your payment due date and we will, at our sole discretion, see what we can do to work things out
What happens if I don't receive my purchase or the products are damaged?
If you are waiting for delivery of products and it is taking longer than you expected or you have received your order with items missing/ damaged you need to get in touch with the Merchant directly.

Laybuy is not able to amend, adjust or change an order once it is approved - this must be handled directly with the Merchant. Have a look on the Merchant's website for details of contact information, alternatively contact information is provided to you in your order summary from Laybuy.

Please allow up to two working days for the Merchant to respond to your enquiry.
What if I want to return my purchase?
Returns are subject to the Merchant's returns policy and all products should be returned as usual. You should contact the Merchant that provided you the products to arrange the return and ensure the products are sent back in a saleable condition.

For details of the Merchants returns policy please visit the Merchant's website or find their contact details on your order confirmation email from Laybuy.

When the Merchant receives the products, accepts the return and refunds the full amount to Laybuy all future payments for that order will be cancelled. If you have already made one or more payments, the instalments paid will be refunded to the credit/debit card that you used to place the order. Once notified by the retailer, we will process the refund immediately and send you an email to confirm that the refund has been applied. The bank may take 5-7 business days to process this amount.

Please note, you will be liable for all payment amounts until Laybuy receives confirmation from the retailer that a return has been accepted and we have received the refunded amount into Laybuy's account.
I have returned the products I purchased using Laybuy, why am I still making payments?
Returns are subject to the Merchant's returns policy. You should contact the Merchant that provided you the products to arrange the return and ensure products are sent back in a saleable condition.

When you return products, and before we can update your payment schedule, we need the relevant Merchant to notify us that it has received your returned products, it has approved the refund and it has paid that refund to us.

We work closely with all of the approved Merchants to ensure that this happens as quickly as possible. If you are charged any amounts by Laybuy for a purchase that the relevant Merchant has agreed to refund, we will refund you the amount as soon as practicable following our receipt of the refund from the Merchant. To find out the status of your return, please contact the Merchant directly.
What if I want to return only some of my order?
Returns are subject to the Merchant's returns policy. You should contact the Merchant that provided you the products to arrange the return and ensure products are sent back in a saleable condition.

When the Merchant receives the products, approves the return and provides us with the refund, the refund will be applied.

Please note that refund amounts are taken off the last payment/s first.

If at least one payment has been made in relation to this purchase, and the refunded amount is greater than the amount outstanding, the difference between these amounts will be refunded to the credit/debit card that you used to place the order. The bank may take several days to refund the money to your card.

For example, let's say you made a $360 purchase using Laybuy (i.e. 6 instalments of $60 a week each) and wish to return items worth $150. Once the Merchant notifies us that the return has been approved, we cancel your 5th and 6th payments of $60, and amend your 4th payment to $30.

Your new payment schedule would become 4 payments (instead of 6) of 3 of $60 and 1 of $30. If you had already made 4 payments of $60 each, a refund of $30 would be applied to your card and the remaining 2 payments would be cancelled.

You can log in to your Laybuy account at any time to view your updated payment schedule.

Please note, you will be liable for all payment amounts until Laybuy receives confirmation from the Merchant that a return has been approved and the Merchant has paid the refund to us.
What happens if I want to change my payment date?
Sorry but we can't change your payment schedule once an order has been processed. We suggest you have a close look at your payment schedule before you confirm your order so that you are aware of the due dates for each payment.
Will my payments to Laybuy just come out of my designated debit or credit card automatically?
Yes. If you have not made a payment through your account before the scheduled payment date, Laybuy automatically takes payment from your designated debit or credit card on that date.

You can check your scheduled payment dates at any time by logging into your account at www.laybuy.com.

No one wants to incur late payment fees and you can avoid these by simply making sure you have sufficient funds available on your designated credit or debit card.
Why does Laybuy NZ appear on my bank statement when I Pay by Laybuy?
When you make a purchase using Pay by Laybuy we (Laybuy) are arranging payment to the Merchant on your behalf and you are agreeing to pay us back over 6 equal payments. That is why you see Laybuy NZ on your bank statement and not the Merchant.
Why is my account being charged a $1 when I set up my account? I thought you said there were no fees.
The $1 you see on your account is an AUTH that is applied by your Bank when a new card is added to verify that it is real and that there are sufficient funds available to make a purchase.

The $1 isn't actually taken out of your account and you will see this disappear from your bank statement in the next few days. This is a bank process and definitely not a fee from Laybuy.

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