Good questions

Layby is a way to buy something by paying it off first. You choose an item, pay small weekly or fortnightly instalments, and we deliver it free once it is fully paid. It is not credit, so there is no interest and no debt.

No. Layby is not credit, so we do not run a credit check or ask for proof of income. You just need to be 18 or older, with a New Zealand delivery address.

Choose your item, pick an instalment and fill in the short online application. Nothing is charged when you apply. We will contact you, usually within one business day, to confirm your plan and set up your payments securely. Your layby starts once we send you the written layby agreement and you confirm it.

Yes. You must be 18 or older to start a layby, and we ask for your date of birth to check. If you are younger than that, a parent or guardian can set up a layby in their own name.

Yes. Add the items to your cart and pay one combined instalment. Your payments go to the cheapest item first, and we send each item as it is paid off. You can also have up to 3 active plans at once, as long as your combined instalments are no more than $600 per week.

Every product page shows whether the item is new, refurbished or open-box, so you always know what you are getting. Most new products come with a manufacturer's warranty. Every item is also covered by the Consumer Guarantees Act 1993. See Returns & Faulty Goods.

There is no interest, no set-up fee and no late fee. The price you see is the whole price. The only fees we ever charge are a $2.50 administration fee if a payment is dishonoured, and a capped cancellation charge if you cancel after the cooling-off period.

You choose. Instalments start at $15 a week or $30 a fortnight, and our most popular choice is $25 a week. Your instalment just needs to be enough to pay off your plan within 104 weeks. Every product page shows how many payments each amount works out to.

You pay on the payday you choose, Monday to Friday.

• Direct debit from your New Zealand bank account.

• Bank transfer, using your plan reference.

We confirm your payment method with you when your plan is set up.

Your first payment is on your first chosen payday after your plan is confirmed. A direct debit needs at least 2 business days to set up, so the first debit is on the first payday after that. We show you the exact date before you agree. Nothing is charged when you apply.

We let you know, and we try again 3 business days later. If that fails too, the payment moves to the end of your plan, so your plan runs a little longer. There is no late fee and no interest. A $2.50 administration fee applies to each dishonoured payment, and your bank may charge its own fee.

Yes. You can raise your instalment, make an extra payment of $10 or more, or pay off the whole balance at any time. There is no penalty, and you get your item sooner.

Yes, and both are free. You can lower your instalment to as little as $15 a week, as long as your plan still finishes within 104 weeks. You can also skip up to 3 payments per plan, but no more than one every 8 weeks. A skipped payment moves to the end of your plan.

Yes. You can move your payday to any weekday, or switch between weekly and fortnightly payments, as often as you need. It is free. We show you your new schedule before you confirm.

We need at least 2 business days before your next payment is due. If it is closer than that, the change applies from the payment after. You can make changes in Manage my layby at /account, or contact us.

Yes. Use Manage my layby at /account or contact us, and we will update your payment method. If you move a direct debit to a new bank account, you will need to sign a new direct debit authority for that account.

We deliver once your final payment has cleared. Direct debit payments take 3 business days to clear. We then dispatch within 5–10 business days, or 15 business days for oversized items. Pay your plan off faster and you get your item sooner.

Delivery is free anywhere in New Zealand. A few oversized items have a delivery surcharge. If one applies, it is shown on the product page and included in your plan total before you agree.

Yes. We deliver to rural addresses across New Zealand. Rural delivery can take a few days longer than delivery in town. We cannot send oversized items to a PO Box, so please give us a street address.

When your item is dispatched, we send you the carrier's name and a tracking number by email or text message. You can also see them in Manage my layby at /account.

Contact us as soon as you can, with your reference and some photos, and keep the packaging. We will arrange a repair, a replacement or a refund, and you do not pay the return freight. Your rights under the Consumer Guarantees Act 1993 always apply. See Returns & Faulty Goods.

Yes, at any time before delivery. Inside the cooling-off period you get everything back. After that, we keep a cancellation charge of the greater of $55 or 20% of what you have paid, capped at $250 and never more than you have paid. We show you the exact refund before you confirm.

It is the first 10 business days after your layby agreement is confirmed. If you cancel in that time, you get a full refund with no charge. It starts when you confirm your written layby agreement, not when you apply.

We pay refunds within 5 business days of your cancellation being confirmed. The money goes back to the payment method you used. Your bank may take a little longer to show it.

Your rights are set out in writing, and New Zealand law backs them. You can cancel at any time before delivery, and refunds go back to where they came from. If we cannot supply your item, we offer you an equal or better one, or you get all of your money back with no charge. Your rights under the Fair Trading Act 1986 and the Consumer Guarantees Act 1993 always apply.

Go to Manage my layby at /account and enter your reference number and the email address you used. You will see the status of your application, and your plan once it is confirmed. Your reference number is in the email we sent you.

Update them in Manage my layby at /account, or contact us. Please tell us about a new delivery address before your final payment, so that your item goes to the right place.

We email you a copy of your layby agreement when it is confirmed, and a receipt after every payment. If you need another copy, or a statement of your plan, contact us and we will send one.

We only send marketing if you opted in. Every marketing message has a way to unsubscribe, or you can contact us and we will take you off the list. We will still send service messages about your layby, such as receipts and payment reminders.