EziBuy FAQ's

Placing an order

As of 31st March we no longer accept or refund by cheque. There are many other options for payment – please see 1.7 below.

Can I add to my order?

Unfortunately, we are unable to add to an order, as once it has been processed it is closed to ensure efficient processing and delivery.

Can I cancel something from my order?

Unfortunately, we are unable to access your order, as once it has been processed it is closed to ensure efficient processing and delivery. When your order arrives, please send the item that you no longer require back to us, and we will arrange a refund. If the item you wish to cancel is on backorder, please let us know the style number, and we will cancel this for you. To email us, please click here.

Can I order from an old catalogue?

Yes, you may order from any previous EziBuy catalogue. Please click here to place an order. Please note prices may not be same and products may have limited or no stock, when you are ordering from an old catalogue. You can also order from different catalogues all in the same order.

How long will it take for my order to arrive?

Standard Delivery of items purchased through EziBuy Limited will take 5 working days for delivery to metro areas, 6-7 working days to country areas and 10 working days to rural areas. Standard delivery of Next items will take 7-10 working days for delivery.

For further information on delivery in Australia please click here for details.

Was the order that I sent through yesterday received?

Once your order is processed, you will receive an email confirmation of your order. If you have not yet received this, please email us, and we will check this for you.

How secure is shopping online with EziBuy?

We use the secure Hosted Payment page solution from DPS to process online orders. Customers can see their cards being authorised and debited in real time, all in a SSL secure environment. The page enables us to offer customers a safe and speedy online shopping experience. To view DPS' Privacy Policy, please click here.

What methods can I pay by?

When shopping with EziBuy, you can pay by credit or debit card (Amex, Visa, Mastercard and Diners), Afterpay, Laybuy, PayPal or EziBuy gift card.

Please note:

  • When you place an order and pay by credit or debit card a temporary $0.05 pre authorisation charge is held by the bank to ensure the card used is valid. Once the credit or debit card has been checked the $0.05 temporary pre authorisation will be removed by your bank.
  • An authorisation is a two stage process:
    • Stage one is an authorisation which verifies the card is valid and has sufficient funds to complete the transaction. If approved, the authorised amount is held until it is completed, or an expiry time is reached (usually 7 days for Visa and Mastercard and 14 days for AMEX transactions).
    • Stage two is a completed transaction, whereby the completed transaction triggers funds to be transferred from the credit card holder to the merchant. Completions can be processed for the original pre authorised amount or for less than that amount – completions cannot be more that the original authorised amount. The complete transition must be processed within timeframe that the authorisation is held for reached (usually 7 days for Visa and Mastercard and 14 days for AMEX transactions).
  • Debit cards are a handy alternative to credit card or standard EFTPOS cards available from your bank. They can be used anywhere the credit card brand (eg. Visa or Mastercard) is accepted but use money from your everyday transaction or savings account.

How do I pay by gift card?

A gift card is entered as a method of payment at step 3 of the online process. Please choose gift card from the drop down box on your screen. The system will automatically deduct the funds from the gift card when you click submit payment and then give you the option to pay the remainder using a credit card.

How do I use a promo code?

Occasionally you may receive a promotional code from us via an email, a catalogue or something we send you by post. You can use the promo code at step 1 of the checkout. Look for the link which says 'Have a promo code?'. Simply click this link, enter your promotional code in the box provided, and click APPLY to add the promotion to your order.

Why isn't my promo code working?

If a promotional code that you have received is not working, firstly check that it has not expired. Secondly, check that it is valid for the particular products in your shopping bag. Some products sold on this website are excluded from certain promotions which discount the price or the delivery fee associated with the product. Examples of this are products from Next at EziBuy, Brand Partner, Breast Cancer Cure merchandise and gift cards. Furthermore, any items with a delivery surcharge (such as large items and personalised products) are excluded from promotions which discount the delivery fee.

 Is there a limit to the number of Fragrance Gift products I can order?

There is a limit of 150mls that can be ordered at one time.

 Can I use Afterpay when purchasing Brand Partner styles?

Unfortunately, we are unable to offer Afterpay on Brand Partner styles at this time.


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Delivery

What are the delivery charges?

Standard delivery within Australia for orders up to $200 costs $9.90

Standard delivery within Australia for orders over $200 are FREE (*excludes NEXT)

For more information on delivery please click here.

What happens if I provide an incorrect delivery address?

It is your responsibility to ensure the correct delivery address details have been entered at the time of ordering. EziBuy is not liable for any costs associated with resending an order due to delivery address details being incorrect.

Why is there a delay in my delivery timefame sometimes?

Shipping may take additional time during sale periods, holidays and extreme weather events.

Can my items be shipped to anywhere in Australia?

Unfortunately, we are unable to ship our Fragrance Gift Sets to Tasmania at this time.

Logging in, registering and my details

I've forgotten my password. What should I do?

Under the LOGIN drop down on ezibuy.com, please enter your email address and click the 'I have forgotten my password' link. An email will be sent to you with instructions on resetting your EziBuy password.

How do I login to your website?

You do need to register on our website to place your first order online. Simply click the LOGIN link at the top of the site, enter your email address OR customer number and password, and submit.

If you cannot remember your password, please enter your email address and click the 'I have forgotten my password' link. An email will be sent to you with instructions on resetting your EziBuy password. If you have entered your email address or customer number and it is not recognised it is possible that your email address is different to the one we have registered for you or that you have not yet registered on the website.

You can register by clicking here. If you are an existing customer please enter your customer number at the top of the form (you can find this on the back of your EziBuy catalogue or on a packing slip from a previous order). .

Can I change my address details?

Yes, you can. Simply login to the website, and click on you name at the top of the page then scroll down to MY ADDRESS BOOK. Click the edit link to update your address. To add a new address, click the ADD NEW ADDRESS below you address book. There is no need to call us, as your details will automatically be updated from the website.

How can I unsubscribe from your emails?

To unsubscribe from our marketing emails, click on the 'unsubscribe' link at the bottom of any email. Alternatively, you can contact us here and we will remove your address from our database.

Returns

How long do I have to return items?

We are so proud of our products that if you are not happy with your purchase for any reason, you can return it to us within 30 days for an exchange or refund. For more information on returning items, please click here. Earrings and Outlet styles are not able to be returned or exchanged unless they are faulty. Should you not wish to keep your Outlet purchase we recommend you gift to a friend or donate to your favourite charity. If you do return your Outlet style to EziBuy, we will donate it to the Hospice store on your behalf. If the garment is faulty, EziBuy will meet its obligations under the Consumer Guarantees Act and credit you a refund for the product.

Please note, if you pay by PayPal it may take up to 30 days to receive your refund. For information on PayPal refunds, please read the PayPal refund policy here.

Can I download a returns form online?

If you no longer have a copy of the original returns form, you can download the online version click here . Fill in your details and attach it with your returned item(s).

What is your return policy for Beauty?

Unfortunately Beauty products are not returnable unless faulty. For more information on returning items, please click here.

Waitlist

What does it mean if my item is on ‘waitlist’?

When an item is not currently available for immediate sale, you may be able to join the waitlist for that item. An item on waitlist is not guaranteed, as availability of waitlisted items will depend on other customers returning those items if they ordered them incorrectly.

Your request for an item that is only available on waitlist will remain on waitlist for a maximum of six weeks. If the item becomes available, EziBuy Limited will ship it to you and charge you at that time. If the item still cannot be supplied after six weeks, you will not be charged and your order of that item will be automatically cancelled.

In terms of delivery charges, if the item on waitlist was ordered among other items that were able to be dispatched straightaway, there will be no further charge for delivery of the item that was on waitlist.

When will I be charged for an item I’ve ordered that is only available on waitlist?

Waitlisted styles are not currently available, but will be sent out to you if they become available within six weeks of you placing your order. You will only be charged if EziBuy can supply the product and we will send an email confirmation to you at that time. If the item still cannot be supplied after six weeks of placing your order, you will not be charged and your order of that item will be automatically cancelled.

In terms of delivery charges, if the item on waitlist was ordered among other items that were able to be dispatched straightaway, there will be no further charge for delivery of the item that was on waitlist.

I have an item on waitlist, when is it due?

Please email us with your customer number and the style number of the item by clicking here and we will let you know.

I have multiple items on waitlist. Is it possible to send my items on waitlist at the same time?

Unfortunately, we are unable to send your waitlist items at the same time. We can however, change the delivery address of an individual waitlist item. Please note that where you have multiple items on waitlist from one order, you will only incur one fee for delivery (if applicable). You will not be charged multiple times for the delivery of multiple waitlisted items from the same order.

Is it possible for my waitlist item to be held until a certain date?

Unfortunately, we are unable to delay the delivery of a waitlist item. We can however, change the delivery address of an individual waitlist item. Please note that where you have multiple items on waitlist from one order, you will only incur one fee for delivery (if applicable). You will not be charged multiple times for the delivery of multiple waitlisted items from the same order.



This is how a waitlist item looks like in the product page:

Hover over the (?) icon and a message will pop up.


Checkout page:

Backorders

I have an item on backorder, when is it due?

Please email us with your customer number and the style number of the item by clicking here and we will let you know.

When will I be charged for an item I’ve ordered that is on backorder?

You will only be charged for a backordered item once that item becomes available to send to you. If the item cannot be supplied, you will be notified by email and will not be charged.

In terms of delivery charges, if the item on backorder was ordered among other items that were able to be dispatched straightaway, there will be no further charge for delivery of the item that was on backorder.

Is it possible to send my backorders all at one time?

Unfortunately, we are unable to send your backorders all together. We can however, change the delivery address of individual backorders. Please note that all backorders are sent to you at no extra charge for delivery.

Is it possible for my backorders to be held until a certain date?

Unfortunately, we are unable to delay the delivery of backorders. We can however, change the delivery address of individual backorders. Please note that all backorders are sent to you at no extra charge for delivery.

What does an item on backorder look like on EziBuy’s website?

On the EziBuy website the term “Preorder Now” is used for items on backorder as shown below:

Product page:

Hover over the (?) icon and a message will pop up.


Checkout page:

Catalogues

Can I please have a catalogue sent to me?

Sure, please call us on 1800 148 148 and we will send you the next catalogue.

Can I have a catalogue sent internationally?

Unfortunately we can only send catalogues within Australia.

Can I cancel my catalogue subscription with EziBuy?

To cancel your subscription, click here to email us. Please provide your customer number or full name and address, so that we may identify you on our database.

When is the next catalogue coming out?

Our catalogues are sent out every 3 weeks or so.

Why is everything sold out when I have only just received my catalogue?

Unfortunately we are sometimes unable to gauge how popular certain styles will be, as stock is purchased at least 6 months ahead by our buyers. However, when we realise that an item is popular, we always try to source more and if we can, the item becomes available as a backorder.

The date that the item is due varies depending on the timeframe our supplier gives for delivery. We also now have a team dedicated to our stock issues, as we are aware of the disappointment this causes.

Why send out a sale catalogue when there is nothing left?

With sale catalogues especially, stock is very limited, as we are selling out to make way for new stock. At the time the catalogue is printed all stock is available, but unfortunately due to the limited amount, they may have sold very quickly. To view products currently on special, please click here.

Sizing

Could you please explain what 1X, 2X, 3X etc sizing means?

The sizing chart for our Sara range is listed below:

  • 1X = 14-16
  • 2X = 18-20
  • 3X = 22-24
  • 4X = 26
What European size am I?

Here is the Australia equivalent to European sizes:

  • 36 = 8 (AU)
  • 38 = 10 (AU)
  • 40 = 12 (AU)
  • 42 = 14 (AU)
  • 44 = 16 (AU)
  • 46 = 18 (AU)
  • 48 = 20 (AU)
What size am I in the Next label?

For women's clothing, Next sizing is generally equivalent to one size larger than your average Australian size.

  • 6 = 4 (AU)
  • 8 = 6 (AU)
  • 10 = 8 (AU)
  • 12 = 10 (AU)
  • 14 = 12 (AU)
  • 16 = 14 (AU)
  • 18 = 16 (AU)
  • 20 = 18 (AU)
  • 22 = 20 (AU)
  • 24 = 22 (AU)
  • 26 = 24 (AU)
  • 28 = 26 (AU)

Some garments from Next are available in a range of varying fits. Women's pants, for example, will often come in regular leg length, petite leg length, tall leg length and extra long leg length. Please refer to the sizing information and product description on each individual product page for details.

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Retail Stores

Do you have any retail stores?

No, we do not have retail stores in Australia.

Products

Does EziBuy have a maternity range?

Yes, maternity wear is available through our Next at EziBuy range.

What products can you buy from EziBuy?

EziBuy has private womenswear labels - Capture, Emerge and Grace Hill, along with the UK fashion label NEXT, our Brand Partner labels in footwear accessories, lingerie, swimwear, and exclusive European Collections. Sara is a dedicated plus-size offering, along with other plus-size brands such as Deesse, Quayside Plus Size and Isobar Active Plus.

Our menswear range consists of our core Southcape label as well as a fantastic range of casual, corporate and formalwear from Next at EziBuy.

We're now also very pleased to offer a full kidswear range, through our Next at EziBuy label. Shop by age range from newborns through to younger girls and boys, through to older girls and boys. All of our Next at EziBuy children's clothing offers practicality, fashion and great quality at very affordable prices.

We also offer a full range of Beauty products from makeup, to skincare, haircare and fragrance gift sets – all available online only.

In addition there is an extensive range of lingerie, homewares and gift products.

Click & Collect is not available for Brand Partner items.

What if I have received my order and the colour of the product looks different to the image on the website?

While every effort has been made to capture a true likeness to colour, different computer monitors show different variations of a colour and therefore we cannot guarantee an exact matching of product to image. If you are unhappy with your purchase you can return it for a full refund on the purchase price within 30 days – no questions asked. For more information on returning items, please click here.

Why does the colour of my beauty product on the EziBuy website picture differ to the colour of the beauty product I received?

Every effort is made to ensure the colour in the beauty image shown on our website is an accurate representation of the colour of the product, however it may appear different depending on the resolution of the computer screen you are viewing the product on.

 Can I use Afterpay when purchasing Brand Partner styles?

Unfortunately, we are unable to offer Afterpay on Brand Partner styles at this time.

Faulty or Incorrect Items

I have been sent the incorrect item. What should I do?

We apologise for any inconvenience this has caused you. Please contact us at your earliest convenience via email, or you can call us on our toll free number 1800 148 148.

The item I have received is faulty - what can I do?

We apologise for the inconvenience this has caused you. If the item was purchased in the last six months we can offer a refund or exchange, including a refund on faulty earrings, Beauty or Outlet styles purchased. Please contact us at your earliest convenience by phone 1800 148 148 or email. Please include your details and the style number of the item.

Afterpay

What is Afterpay?

Afterpay is a payment option available for online and phone orders. Afterpay allows customers residing in Australia to have their EziBuy order shipped to them as per normal and pay this order off over four equal instalments, interest free.

Why has EziBuy introduced this new payment option?

Afterpay was introduced as another payment option, allowing you to order and receive items straightaway, without having to wait until you can pay in full for the item/s. Using Afterpay means you can pay your order off over four instalments, plus you can secure items before they sell out. Essentially, Afterpay is an alternative payment option to the traditional lay-by service offered by many retailers.

Is Afterpay exclusive to EziBuy?

No, Afterpay is the ‘product/service' of an independent company and is also used by many other leading retailers in Australia.

Who can use Afterpay?

Afterpay is available as a payment option if you:

  • Live in Australia;
  • Are at least 18 years old;
  • Are capable of entering into a legally binding contract;
  • Have a valid and verifiable email address and mobile number; and
  • Use an Australian credit or debit card to make the purchase.

What will Afterpay cost me?

You will not pay anything extra when you choose to use Afterpay as your payment option, as there is no interest added. You will pay your instalments directly to Afterpay in accordance with the payment schedule Afterpay will send to you via email. If a payment is due but not received by Afterpay in accordance with their payment schedule, a $10 late payment fee will be charged, with a further $7 late payment fee added seven days later if the payment remains unpaid. In addition, because an Afterpay account is linked to your credit or debit card, standard card fees and charges may be applicable. You should refer to your card issuer's terms and conditions for full details of these.

What EziBuy products can be paid for using Afterpay as the payment method?

Afterpay is available for all EziBuy merchandise excluding Brand Partner, EziBuy Gift (and eGift) Cards, top-ups and any backordered or waitlisted items.

If any item in your cart is on backorder or waitlist, a "Not Eligible for Afterpay" message will be shown next to that item's picture. An additional error message will also show when such items are still in your cart and you attempt to choose Afterpay as your payment option. These items will need to be removed from your cart to proceed with payment by Afterpay. You will need to submit a separate order for any items that are only available on waitlist or backorder paying by some other means such as credit card or Paypal.

Is there a minimum spend for Afterpay?

Yes, the minimum order value (including delivery) for Afterpay is AUD$50.

Is there a maximum spend for Afterpay?

Yes, the maximum order value (including delivery) for Afterpay is AUD$800 however Afterpay may apply restrictions based on your Afterpay customer history.

How are the Afterpay instalments calculated?

The Afterpay instalments quoted on a product represent 1/4 (25%) of that product's current price excluding any delivery charges that may be applicable.

Delivery costs will be included in the quoted instalment rate payable when you have selected your preferred delivery method, and have selected Afterpay as your preferred payment option. This rate will also be consistent with that quoted in the order confirmation email you'll receive direct from Afterpay detailing your fortnightly payment schedule

Where can I find out more about Afterpay?

The Afterpay website provides a very comprehensive list of FAQs at: https://help.afterpay.com.
If you still can't find out what you need here, contact Afterpay directly by emailing info@afterpay.com or calling 1300 100 729.

Do I need to register with Afterpay prior to making my first Afterpay purchase with EziBuy?

No, you simply need to choose Afterpay as your payment method at the online checkout or while placing your order over the phone.

Will I need to fill out a credit application form to use Afterpay?

No, because your Afterpay account will be linked to your nominated credit or debit card that has already been approved via your chosen credit/banking provider.

How do I select to pay using Afterpay online?

To pay using Afterpay, follow these simple steps:

  1. Browse online, find items you would like to purchase and click the 'Add to Bag' button.
  2. Once you've finished choosing your items, click the 'Proceed to Checkout' button located on the Shopping Bag pop-up in the top right corner of the page.
  3. Review the items in 'My Bag', and then click the 'Continue to Checkout' button.
  4. Select your preferred delivery option from the options available for your parcel delivery, and then click the 'Continue' button.
  5. Select Afterpay as your payment option and follow all relevant prompts to complete your order.

For customers using Afterpay for the first time, you will need to provide payment details as usual to complete your purchase. However, once your first Afterpay order is approved by Afterpay and you activate your account by choosing a password, your Afterpay account will be created and you will be able to make more purchases using Afterpay by simply entering your Afterpay log in details upon checkout.

How long does it take for payment via Afterpay to be approved?

Assuming you meet all of the necessary criteria (noted below) and you don't already have too many outstanding Afterpay orders, the approval process is instant.

  • Live in Australia;
  • Are at least 18 years old;
  • Are capable of entering into a legally binding contract;
  • Have a valid and verifiable email address and mobile number; and
  • Use an Australian credit or debit card to make the purchase.

Will I always be approved by Afterpay?

No, you may be declined if you have too many outstanding orders with Afterpay. You will need to make some payments towards some of your previous Afterpay purchases (by logging into your Afterpay account and selecting "Pay Now") before trying to make another purchase using Afterpay.

In addition, restrictions are tighter for new Afterpay customers which means that Afterpay may request you to remove some items from your order to lower the price.

If you do not believe this to be the reason for being declined, or you make payments to Afterpay and are still declined, you will need to contact Afterpay directly by sending an email to info@afterpay.com or by calling 1300 100 729.

Can I pay for products on backorder or waitlist using Afterpay as the payment method?

Afterpay cannot be used to pay for products on backorder or waitlist because the availability of these items cannot be guaranteed. If any item in your online cart is on backorder or waitlist, a "Not Eligible for Afterpay" message will be shown next to that item's picture. These items will need to be removed from your cart to proceed with payment by Afterpay. You will need to submit a separate order for any items that are only available on waitlist or backorder paying by some other means such as credit card or Paypal.

If ordering over the phone, the Customer Service Representative will be able to advise you if any of the items you’re wishing to order are not available to purchase using Afterpay.

Why could I be declined by Afterpay?

Afterpay manages your application to use their service and EziBuy has nothing to do with the acceptance/decline process. You may be declined if you have too many outstanding orders with Afterpay. You will need to make some payments towards some of your previous Afterpay purchases (by logging into your Afterpay account and selecting "Pay Now") before trying to make another purchase using Afterpay.

In addition, restrictions are tighter for new Afterpay customers which means that Afterpay may request you to remove some items from your order to lower the price.

If you do not believe this to be the reason for being declined, or you make payments to Afterpay and are still declined, you will need to contact Afterpay directly by sending an email to info@afterpay.com or by calling 1300 100 729.

When will my EziBuy order (paid for using Afterpay) be sent to me?

When you pay for your EziBuy order using Afterpay, your order will be released for processing and dispatch as per any other order paid for in full at the time of order (eg. by credit card) and you can expect to receive your EziBuy parcel according to current delivery option timeframes. Afterpay is a payment method only, so there will be no change to other processes (including delivery timings etc).

Can I split an order to pay some by Afterpay and the rest by some other means? (eg. credit card)

No, you cannot split your payment for one order over Afterpay and any other payment method. You would need to place two separate orders – one to be paid for via Afterpay, and the other to be paid for by whatever other payment option you wish to use (e.g. credit card or Paypal).

Who should I contact if I have any questions about my Afterpay account?

You can first review Afterpay's own "frequently asked questions" on their website at https://help.afterpay.com.
If you require further assistance about your Afterpay account you can contact Afterpay directly by sending an email to info@afterpay.com or by calling 1300 100 729.

NOTE: For all Afterpay account administration needs (e.g. changing passwords, making an early payment, payment issues, queries or concerns etc) and queries regarding Afterpay's data security and privacy policy, you can review Afterpay's own "frequently asked questions" on their website at https://help.afterpay.com.

When will my four Afterpay instalments need to be paid?

If you are a first time Afterpay customer, or have yet to complete a full payment cycle with Afterpay, your first payment will be taken at the time of your order transaction with the remaining three payments deducted by Afterpay from your nominated credit or debit card each fortnight over the following 6 weeks. The funds for the first payment must therefore be available on your nominated card at the time of checkout.

Once you have completed your first full payment cycle with Afterpay, the initial payment for any future purchases you pay for using Afterpay will be debited 14 days after the transaction, where the total transaction value is less than $500. If the purchase value is equal to or exceeds $500, the first instalment must be paid at the time of the transaction occurring.

The payment relationship is between you and Afterpay, and at any time you can log into your Afterpay account to see your payment schedule and make a payment before the due date if you wish. Otherwise Afterpay will automatically deduct the instalments from your credit or debit card every fortnight.

How will Afterpay transactions (instalments or refunds) show on my credit or debit card statement?

Afterpay transactions will appear as AFTERPAY PTY LTD MELBOURNE AUS on your credit or debit card statement.

What information or communications will I receive direct from Afterpay?

Similar to EziBuy's transactional emails for orders, Afterpay will also send emails to you automatically once you have successfully created your Afterpay account.

Below is an example of the first Afterpay 'Order Confirmation' email you would receive direct from Afterpay.




How will I know when I need to pay my further three instalments?

Upon placing an order with EziBuy using Afterpay as your payment method, you will be sent an email from Afterpay showing your payment schedule (as shown above). You will also be notified prior to each payment being due.

How will I know which EziBuy products can be purchased using Afterpay?

On our EziBuy website, you will see the Afterpay logo and instalment amount detailed under the purchase price of products where Afterpay is available as a payment method. If this is not displayed, it means the product is not available to purchase using the Afterpay payment option.

If ordering over the phone, the Customer Service Representative will be able to advise you if any of the items you’re wishing to order are not available to purchase using Afterpay.

Can I cancel or change an order paid for using Afterpay?

EziBuy are unable to access your order once it has been placed. To ensure efficient processing, your order is closed as soon as it is processed, however once your order has been received, you can send any items that you no longer require back to EziBuy. You can use EziBuy's return service 'EziReturns' for only $6.50 from anywhere in Australia.

Can I return items paid for using Afterpay?

Yes. If a product is not right, you can return any item you are unhappy with back to EziBuy in accordance with EziBuy’s standard Returns policy.

Refunds will be processed shortly after EziBuy processes the returned item/s. The returned item/s will create an adjusted Afterpay payment schedule (to remaining payments) or a complete refund of payments to date minus any applicable EziReturns fee (depending if all of the original order's items are returned). Afterpay will communicate these payment changes to you via email.

Can I exchange items from an order originally paid for using Afterpay?

Yes, you can exchange a style for the same style in a different size or colour and will not be charged the EziReturn fee (when this service is used to return the original item). Your Afterpay payment schedule associated with the exchanged style will not change.

Can I exchange items originally paid for using Afterpay plus add new items to my reorder form?

No, where you wish to order any new style, you will need to place a new order where you can choose to pay by Afterpay again if you prefer.

What happens when I use 'EziReturns' to return an item originally paid for using Afterpay?

EziBuy will advise Afterpay to refund you the value of the returned item/s minus the $7.50 EziReturns fee, unless you have simply sent back an item for an exchange only (same style, different colour or size) and then you will not be charged the EziReturns fee.

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Laybuy

What is Laybuy?

Laybuy is a payment option available for online and phone orders. Laybuy allows customers residing in Australia to have their EziBuy order shipped to them as per normal and pay this order off over six equal instalments, interest free.

Why has EziBuy introduced this new payment option?

Laybuy was introduced as another payment option, allowing you to order and receive items straightaway, without having to wait until you can pay in full for the item/s. Using Laybuy means you can pay your order off over six instalments, plus you can secure items before they sell out. Essentially, Laybuy is an alternative payment option to the traditional lay-by service offered by many retailers.

Is Laybuy exclusive to EziBuy?

No, Laybuy is the ‘product/service' of an independent company and is also used by many other leading retailers in Australia.

Who can use Laybuy?

Laybuy is available as a payment option if you:

  • Are a resident of Australia;
  • Are at least 18 years old;
  • Are capable of entering into a legally binding contract;
  • Have a valid and verifiable email address and mobile number;
  • Use a Australia credit or debit card to make the purchase; and
  • Have a valid license or passport.

What will Laybuy cost me?

You will not pay anything extra when you choose to use Laybuy as your payment option, as there is no interest added. You will pay your instalments directly to Laybuy in accordance with the payment schedule Laybuy will send to you via email. If a payment is due but not received by Laybuy in accordance with their payment schedule, a $10 late payment fee will be charged, with a further $10 late payment fee added seven days later if the payment remains unpaid. In addition, because an Laybuy account is linked to your credit or debit card, standard card fees and charges may be applicable. You should refer to your card issuer's terms and conditions for full details of these.

What EziBuy products can be paid for using Laybuy as the payment method?

Laybuy is available for all EziBuy merchandise excluding Brand Partner, EziBuy Gift (and eGift) Cards, top-ups and any pre-ordered or waitlisted items.

If any item in your cart is on backorder or waitlist, a "Not Eligible for Laybuy" message will be shown next to that item's picture. An additional error message will also show when such items are still in your cart and you attempt to choose Laybuy as your payment option. These items will need to be removed from your cart to proceed with payment by Laybuy. You will need to submit a separate order for any items that are only available on waitlist or backorder paying by some other means such as credit card or Paypal.

Is there a minimum spend for Laybuy?

Yes, the minimum order value (including delivery) for Laybuy is NZD$50.

Is there a maximum spend for Laybuy?

Yes, the maximum order value (including delivery) for Laybuy is NZD$800.

How are the Laybuy instalments calculated?

The Laybuy instalments quoted on a product represent 1/6 (16.67%) of that product's current price excluding any delivery charges that may be applicable.

Delivery costs will be included in the quoted instalment rate payable when you have selected your preferred delivery method, and have selected Laybuy as your preferred payment option. This rate will also be consistent with that quoted in the order confirmation email you'll receive direct from Laybuy detailing your fortnightly payment schedule.

Where can I find out more about Laybuy?

The Laybuy website provides a very comprehensive list of FAQs at: https://www.laybuy.com/au/. If you still can't find out what you need here, contact Laybuy directly by submitting a request here.

Do I need to register with Laybuy prior to making my first Laybuy purchase with EziBuy?

No, you simply need to choose Laybuy as your payment method at the online checkout or while placing your order over the phone.

How do I select to pay using Laybuy online?

To pay using Laybuy, follow these simple steps:

  • Browse online, find items you would like to purchase and click the 'Add to Bag' button.
  • Once you've finished choosing your items, click the 'Proceed to Checkout' button located on the Shopping Bag pop-up in the top right corner of the page.
  • Review the items in 'My Bag', and then click the 'Continue to Checkout' button.
  • Select your preferred delivery option from the options available for your parcel delivery, and then click the 'Continue' button.
  • Select Laybuy as your payment option and follow all relevant prompts to complete your order.

For customers using Laybuy for the first time, you will need to provide payment details as usual to complete your purchase. However, once your first Laybuy order is approved by Laybuy and you activate your account by choosing a password, your Laybuy account will be created and you will be able to make more purchases using Laybuy by simply entering your Laybuy log in details upon checkout.

How long does it take for payment via Laybuy to be approved?

Assuming you meet all of the necessary criteria and you don't already have too many outstanding Laybuy orders, the approval process is instant.

Will I always be approved by Laybuy?

No, you may be declined if you have too many outstanding orders with Laybuy. You will need to make some payments towards some of your previous Laybuy purchases (by logging into your Laybuy account and selecting "Pay Now") before trying to make another purchase using Laybuy. If you do not believe this to be the reason for being declined, or you make payments to Laybuy and are still declined, you will need to contact Laybuy directly by submitting a request here.

Can I pay for products on pre-order or waitlist using Laybuy as the payment method?

Laybuy cannot be used to pay for products on backorder or waitlist because the availability of these items cannot be guaranteed. If any item in your online cart is on backorder or waitlist, a "Not Eligible for Laybuy" message will be shown next to that item's picture. These items will need to be removed from your cart to proceed with payment by Laybuy. You will need to submit a separate order for any items that are only available on waitlist or backorder paying by some other means such as credit card or Paypal.

Why could I be declined by Laybuy?

Laybuy manages your application to use their service and EziBuy has nothing to do with the acceptance/decline process. You may be declined if you have too many outstanding orders with Laybuy. You will need to make some payments towards some of your previous Laybuy purchases (by logging into your Laybuy account and selecting "Pay Now") before trying to make another purchase using Laybuy. If you do not believe this to be the reason for being declined, or you make payments to Laybuy and are still declined, you will need to contact Laybuy directly by submitting a request here.

When will my EziBuy order (paid for using Laybuy) be sent to me?

When you pay for your EziBuy order using Laybuy, your order will be released for processing and dispatch as per any other order paid for in full at the time of order (e.g. by credit card) and you can expect to receive your EziBuy parcel according to current delivery option timeframes. Laybuy is a payment method only, so there will be no change to other processes (including delivery timings etc).

Can I split an order to pay some by Laybuy and the rest by some other means? (e.g. credit card)

No, you cannot split your payment for one order over Laybuy and any other payment method. You would need to place two separate orders – one to be paid for via Laybuy, and the other to be paid for by whatever other payment option you wish to use (e.g. credit card or Paypal).

Who should I contact if I have any questions about my Laybuy account?

You can first review Laybuy's own "frequently asked questions" on their website at https://www.laybuy.com/au/. If you require further assistance about your Laybuy account you can contact Laybuy directly by submitting a request here.

NOTE: For all Laybuy account administration needs (e.g. changing passwords, making an early payment, payment issues, queries or concerns etc) and queries regarding Laybuy's data security and privacy policy, you can review Laybuy's own "frequently asked questions" on their website at https://www.laybuy.com/au/.

When will my six Laybuy instalments need to be paid?

Your first payment will be taken at the time of your order transaction with the remaining five payments deducted by Laybuy from your nominated credit or debit card each fortnight over the following 5 weeks. The funds for the first payment must therefore be available on your nominated card at the time of checkout.

The payment relationship is between you and Laybuy, and at any time you can log into your Laybuy account to see your payment schedule and make a payment before the due date if you wish. Otherwise Laybuy will automatically deduct the instalments from your credit or debit card every fortnight.

What information or communications will I receive direct from Laybuy?

Similar to EziBuy's transactional emails for orders, Laybuy will also send emails to you automatically once you have successfully created your Laybuy account.

How will I know when I need to pay my further five instalments?

Upon placing an order with EziBuy using Laybuy as your payment method, you will be sent an email from Laybuy showing your payment schedule. You will also be notified prior to each payment being due.

How will I know which EziBuy products can be purchased using Laybuy?

On our EziBuy website, you will see the Laybuy logo and instalment amount detailed under the purchase price of products where Laybuy is available as a payment method. If this is not displayed, it means the product is not available to purchase using the Laybuy payment option.

Can I cancel or change an order paid for using Laybuy?

EziBuy are unable to access your order once it has been placed. To ensure efficient processing, your order is closed as soon as it is processed, however once your order has been received, you can send any items that you no longer require back to EziBuy. You can use EziBuy's return service 'EziReturns' for only $7.50 from anywhere in Australia.

Can I return items paid for using Laybuy?

Yes. If a product is not right, you can return any item you are unhappy with back to EziBuy in accordance with EziBuy’s standard Returns policy.

Refunds will be processed shortly after EziBuy processes the returned item/s. The returned item/s will create an adjusted Laybuy payment schedule (to remaining payments) or a complete refund of payments to date minus any applicable EziReturns fee (depending if all of the original order's items are returned). Laybuy will communicate these payment changes to you via email.

Can I exchange items from an order originally paid for using Laybuy?

Yes, you can exchange a style for the same style in a different size or colour and will not be charged the EziReturn fee (when this service is used to return the original item). Your Laybuy payment schedule associated with the exchanged style will not change.

Can I exchange items originally paid for using Laybuy plus add new items to my order?

You can exchange a style for the same style in a different size or colour and will not be charged the EziReturn fee (when this service is used to return the original item). Your Laybuy payment schedule associated with the exchanged style will not change.

You cannot add new items to your order though. If you wish to order any new style, you will need to place a new order online where you can choose to pay by Laybuy again if you prefer.

What happens when I use 'EziReturns' to return an item originally paid for using Laybuy?

EziBuy will advise Laybuy to refund you the value of the returned item/s minus the $7.50 EziReturns fee, unless you have simply sent back an item for an exchange only (same style, different colour or size) and then you will not be charged the EziReturns fee

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