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Frequently Asked Questions

What is Laybyland and how does it work?

Laybyland is a layby only online department store. Layby helps you to make purchases without a lot of upfront money, without interest, and is tailored to fit your lifestyle and your budget.

 

To place a layby you need to browse the store, add the items to your cart and then choose a payment plan that suits you (anywhere from 4 payments right out to a year). Once the final payment has been successfully processed we then arrange to ship the product to you.

 

Do I get my order upfront, or do I need to pay it off first?

Laybyland operates the same as a traditional in-store layby, in that you choose the product, agree on a payment plan, and then once it is paid in full we ship the order out to you. We do not allow ‘take home laybys’.

 

Can I place more than one layby at a time?

Yes! You can place as many orders as you like so long as payment obligations can be met.

 

How do I know if my order has been successfully placed?

When you have completed the order you will be directed to a confirmation screen which will include the order number. You will also receive a confirmation email which will reiterate your ordered items, payment plan, and personal details. Please review this confirmation email carefully and if anything is incorrect please contact our Customer Service team immediately.

 

What sort of payment plans are there?

It is easy to choose your own payment plan as you checkout. Choose between weekly, fortnightly or monthly payments. Then choose how many payments, i.e. from 4 weeks to 52 weeks, or 1 month to 12 months.  Choose the start date for your first payment. That's it!  The cart will automatically calculate your instalment amounts and tell you the estimated delivery date for your order based on the payment plan chosen.

 

Can I change my payment plan during my layby?

Yes, you absolutely can! This can be done by simply emailing or calling the customer service team who would be happy to make these changes for you. You can also make a few changes yourself by logging into your customer account and viewing your order, here you will find an “Adjust Payment Plan” button where you can make small alterations to the payment plan.

 

Please be aware that we do require one full business days’ notice of changes to scheduled payments.

 

Who collects the payments?

If your payment method is Direct Debit or Credit Card then DebitSuccess will handle the collection of payments on our behalf. They keep us updated on your payment progress but if you ever need to contact them for any reason their phone number is 1800 148 848.

Website: www.debitsuccess.com

 

If you have chosen PayPal as the payment method for your order, then clearly PayPal will process the payments. You can view additional details and alter account information by logging into your PayPal Wallet.

Website: www.paypal.com/au

 

Can I have my layby payments debited directly from my Centrelink payments?

No, we do not offer Centrepay.

 

When are the payments processed?

Payments are automatically processed first thing (12.01am AEST) on the scheduled payment date. It may then take your bank or PayPal until the end of the day to have this payment reflected in your accounts transaction history.

 

What happens if my payment declines?

Laybyland understands that from time to time payments can be missed. Should a payment decline you will be charged a $3 failed payment fee, this will automatically be added to your layby total. The remaining payments on the order will be altered to absorb the missed payment and the fee amount so as to keep the same final payment date.

 

If you miss 2 payments in a row your order will be placed on suspend until we confirm everything is okay with the scheduled payments and the selected payment method.

 

Can I pay off my layby early or make extra payments?

Yes.

You can make additional one off payments by emailing us at customer service with the order number, amount you wish the extra payment to be for and the date you would like it processed.

 

Can I "Buy Now" without having to layby?

No, as we are a layby store we require a minimum layby term of 4 payments.

 

Can I change the items on my order during the layby?

As a general rule we can change items on your order during the course of your layby up to four times - please contact Customer Service and we can arrange this for you.  Please note, changes may not be possible if there are less than 4 weeks to go until your final payment.

 

Should excessive changes (more than four) be made to an order additional administrative fees may be incurred.

When will my item be delivered?      

Allow between 7-10 business days after the final payment has been successfully processed for delivery to occur. This timeframe may be longer for larger items (e.g. furniture and whitegoods) or for some remote areas.

 

The estimated delivery date listed on your order is to be used as a guide only and is not a guaranteed delivery date.

 

What end date should I set if I require delivery for Christmas 2018?

If you require delivery of your order in time for Christmas 2018 please ensure the estimated delivery date is no later than November 30th 2018.

 

Can I pay more to have my order shipped via Express Post?

Unfortunately we cannot offer express post. As we utilise stock from a large network of warehouses (our own and our suppliers) we cannot always dictate the courier used or postal option selected.

 

How do I know when my item is on its way?

Once your order has been paid off in full you will receive a confirmation email that the order has been finalised and then another email once it has been dispatched with tracking information for the courier.

 

What if I am not home when my order is delivered?

A signature is required for all orders sent from Laybyland, if no-one is home when your order is delivered the courier or Australia Post will leave a calling card for you with details on how to arrange a re-delivery or where to collect your package.

 

What do I do if my item appears to be lost in transit?

Happily we only work with reputable couriers so it is rare for a package to go missing while in transit.

However, if you are concerned that this has happened to you please contact us immediately so we can raise an investigation with the courier. Lost in Transit investigations can take between 2-10 business days to conclude so the sooner we get it started the better.

 

What if the item I ordered is cheaper than I paid at the end of my layby?

If an item you have ordered, and paid for in full, is displayed on our website for a lesser amount when your item is shipped we will send you a Future Price Guarantee Discount Voucher for the value difference (please refer to our Price Guarantee T&C’s).  Please note these vouchers last for 3 months.

 

Do you Price Match with other online retailers?

We always try to be as competitive as possible in the pricing of our products so we will look at Price Matching if you find an item advertised for less on another online layby store only.  Please let us know if this occurs and we will see what we can do!

  

Do your items come with a Warranty?

All our items come with the same warranty that suppliers or other retailers offer.  Warranty information is usually displayed with item information.

 

What if I get an item that is faulty?

If you receive an item and it is faulty please contact our Customer Service team immediately and we will endeavour to repair or replace the item as soon as possible.

 

There is something I want to layby that is not on your website, what can I do?

If there is an item you are wanting to layby that is currently not displayed on our website please send the details through to us and we will see if we can add this product to our catalogue and let you know the layby price.

  

How can I cancel my order?

You can cancel at anytime before your second last payment. If you want to cancel your order just email us at customerservice@laybyland.com.au and let us know, and please quote your order number so our team can help you. There may be a 10% Termination Fee as per our Terms and Conditions. If you have not paid as much as the fee we will not charge you any extra. The Termination Fee is to cover our merchant fees and other associated costs to do with creating and processing your order. 

 

If you cancel within 21 days of placing the order there will be no Termination Fee.

 

How long has Laybyland been around?

Laybyland has been around since 2012 and in that six years we’ve served thousands of happy customers.  

 

Is your site secure?

Laybyland is protected by GeoTrust which offers 256-bit encryption and protection. Payment information is encrypted and safely sent to DebitSuccess or held on the PayPal server for processing.

To view our Privacy Policy please follow this link: http://www.laybyland.com.au/privacy-policy