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 easily tailored to fit your lifestyle and budget.

To place a layby simply 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 customer 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 dispatch date for your order based on the payment plan chosen.

 

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 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.

 

Can I change my payment plan during my layby?

Yes, you absolutely can! This can be done by simply yourself online following the below ‘How To’ instructions.

"How to make changes to my layby"

If you have difficulties, please email our customer service team for assistance. Please ensure you include your order number and specific details of the change so they can promptly assist you.

 

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 requested we may not be able to accommodate this change or an additional administrative fee may be incurred.

 

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.

We suggest selecting the day after your pay date for your scheduled layby payments to debit to ensure funds will be available and a declined payment will not occur.

 

What happens if my payment declines?

Laybyland understands that from time to time payments can be missed.

If a scheduled payment fails the amount of your failed payment will be evenly spread over the remaining payments in your layby plan. If you wish to change your new per payment amount, please log into your account, click on your order and click on adjust my payment plan button, or contact customer service. Also, if you have a failed payment and your order goes on suspend the items on your order will be removed from allocation to your order until you have your next successful payment. This may lead to the items that you order not being available for you at the end of your layby plan. 

If you miss 3 payments in a row your order will be placed on suspend until we confirm everything is okay with the scheduled payments and 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. Please note maximum per payment amount of $499.00 is still applicable to once off payments.

 

When will my item be delivered?      

Allow between 7-21 days after the final payment has been successfully processed for dispatch to occur. This timeframe may be longer for larger items (e.g. furniture and whitegoods) or for some remote areas.

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

 

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

If you require delivery of your order in time for Christmas Day, please ensure the final payment is successfully paid no later than 15th November.

If your order is requiring delivery for early December please make sure you are bring forward the estimated dispatch date to accommodate this.

Delivery in peak times will take longer than other times of the year.

 

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.

Please allow a minimum of 24 hours from receive this tracking information for it to be viewable on the couriers website.

 

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

We request a signature on delivery for most orders. In some cases you may have a specific Authority to leave arrangement with your local courier which may overwrite our request.

If no one is home and there is nowhere safe to leave you package then it will be taken to a local depot/post office for collection. Please ensure prompt collection as additional fees may apply if redelivery is required.

 

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 and the courier immediately so an investigation can be lodged. Lost in Transit investigations can take between 2-10 business days to conclude so the sooner we get it started the better.

 

Can I "Buy Now" without having to layby?

No, as we are a layby store we require a minimum layby term of 4 successful payments for every order.

 

Why can't I apply a voucher code to my Gift Card order?

Gift cards cannot be discounted so voucher codes will not apply to any order which includes a Gift Card. Please use your voucher code for a different order.

 

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 and where required will be included with the item on delivery.

 

What if I get an item that is damaged in transit?

If you receive an item and it is damaged please contact our Customer Service team within 7 calendar days of delivery so we may arrange replacement/repair.

If the item is for future use (eg a gift), please make sure you carefully inspect it on arrival.

 

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

No, we do not offer Centrepay.

 

How long has Laybyland been around?

Laybyland has been around since 2012 and in all those years we have served thousands of happy, repeat customers.

 

Is your site secure?

Laybyland is protected by GeoTrust which offers 256-bit encryption and protection. Payment information is encrypted and securely sent to payment merchants.

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