Frequently Asked Questions
Straight answers, in plain English. Can’t find yours? Contact us — a real person will reply.
Getting Started
What is layby? How does it work?
What is layby? How does it work?
Layby is the old-fashioned way to buy the big things: a little each week, then it’s yours. Pick what you want. Nothing is paid today. Then $15, $25 or $50 a week — your choice — comes out of your bank account by direct debit on the payday you pick. Once it’s paid off we dispatch it to your door, free, anywhere in New Zealand.
No deposit, no interest, no credit check. The price you see is the total you’ll ever pay.
Who can start a layby?
Who can start a layby?
Anyone 18 or over with a New Zealand delivery address and a bank account for the direct debit. That’s it. No credit check and no paperwork — layby isn’t credit.
Is layby credit?
Is layby credit?
No. Layby isn’t credit — you’re paying ahead, not borrowing. There’s no credit check, no interest and no debt.
Do I need a deposit?
Do I need a deposit?
No. There’s no deposit and nothing to pay today. Your first payment comes out on the payday you choose, and the same amount follows every week (or fortnight) until it’s paid off.
Payments
When is my first payment?
When is my first payment?
On the payday you choose at checkout — nothing comes out of your account before then. After that it comes out every week, or every fortnight at double the amount, until it’s paid off.
What if I miss a payment?
What if I miss a payment?
Life happens. If you can see it coming, change the plan first — see the next question.
If a payment fails, we let you know. A $2.50 administration fee per failed payment is added to your balance, and your bank may charge its own fee for a dishonoured debit. Your layby stays open and we pick up again at your next payment. If payments stop altogether, the layby can be cancelled under your agreement, with the cancellation fee deducted from your refund.
What if money is tight for a couple of weeks?
What if money is tight for a couple of weeks?
Change the plan before the payment day. In your account you can lower your payment (your layby finishes a little later), move it to a different day, or take a break — skip one payment and start again next time. None of that costs a cent. If a payment does fail, a $2.50 administration fee per failed payment is added to your balance — and a real person will help you reset the plan.
Can I pay off my layby early?
Can I pay off my layby early?
Yes — any time, and there’s no fee for finishing early. Raise your payment in your account: the sooner it’s paid off, the sooner we dispatch your order.
Can I pay more to get my item sooner?
Can I pay more to get my item sooner?
Yes. Raise your payment in your account — up to $500 a payment online — and your finish date moves closer. Your order is dispatched as soon as it’s paid off, so “sooner” always means paid off sooner.
What if I see a debit I don’t recognise?
What if I see a debit I don’t recognise?
Your payments are collected by direct debit through Flo2Cash, our payment provider, so the name on your bank statement may not read exactly Layaway Depot. Check the amount and date against your plan in your account first. If you’re still unsure, email retentions@layawaydepot.co.nz before disputing it with your bank — a real person will sort it out, usually much faster than a bank dispute.
Can the price change during my layby?
Can the price change during my layby?
No. Your price is fixed the day you start. We never raise it mid-layby, and we never swap in a cheaper version of your item. The total you agreed to is the total you’ll pay — even if the item’s price goes up in the meantime.
How do I pay?
How do I pay?
By direct debit from your New Zealand bank account. At checkout you enter your account number and authorise the direct debit; Flo2Cash, our payment provider, collects each payment on the payday you choose. Nothing is paid today.
Is there any interest or hidden fees?
Is there any interest or hidden fees?
No interest, ever. No account fees, no set-up fees, and nothing added to the sticker price — the price you see is the total you pay.
There are two charges in our agreement, and you can avoid both. A $2.50 administration fee per failed payment. And the cancellation fee, only if you cancel. Cancel free within 10 business days of your order confirmation; after that our cancellation fee is $55 or 20% of what you have paid, whichever is higher, capped at $250 and never more than you have paid.
Delivery
When do I get my item?
When do I get my item?
After your final payment — that’s the layby deal: pay first, then it’s delivered. Once the last payment clears we dispatch your order to your door, free, anywhere in New Zealand. You’ll get tracking as soon as it’s on the way.
Is my item sitting in a warehouse?
Is my item sitting in a warehouse?
No — and we won’t pretend it is. Most items are ordered from our suppliers once your layby is paid off. That’s part of how layby keeps the price at sticker: we don’t pay to warehouse things for months, so you don’t either. Either way you get the exact item you chose, new or refurbished exactly as described on the product page.
What if my item becomes unavailable?
What if my item becomes unavailable?
If we can’t get your exact item when your layby is paid off, we’ll offer you a substitute of equal or greater value at no extra cost. You can accept it, or say no — then the layby is cancelled and every payment you’ve made is refunded, with no cancellation fee.
How much is delivery?
How much is delivery?
Free delivery NZ-wide once it’s paid off. From Kaitaia to Bluff, we deliver your order at no cost to you.
Changes & Cancellations
Can I cancel? What does it cost?
Can I cancel? What does it cost?
Yes — any time before delivery. Email retentions@layawaydepot.co.nz with your order number, and we confirm your exact refund figure with you before anything is final.
Cancel free within 10 business days of your order confirmation; after that our cancellation fee is $55 or 20% of what you have paid, whichever is higher, capped at $250 and never more than you have paid. The fee comes off your refund and the rest goes back to your original payment method. Full details in our cancellation policy.
Before you cancel, it’s worth knowing you can also take a break — skip one payment and start again next time — or lower your payment, in your account. Plan changes cost nothing.
How are refunds paid?
How are refunds paid?
Back to your original payment method — the bank account your payments came from. We confirm the exact figure with you before a cancellation is final.
Can I change my payment schedule?
Can I change my payment schedule?
Yes — and you don’t need to ask us. Sign in to your account and you can raise or lower your payment, move it to any weekday, or switch between weekly and fortnightly. Changes are free and take effect from your next payment — make them before it’s due.
Need a breather instead? Take a break: skip one payment and pick up next time, once every 90 days. Your payment stays the same and your layby just finishes one period later.
Can I change the item mid-layby?
Can I change the item mid-layby?
Yes — before delivery, you can move your layby to a different product in your account. What you’ve paid carries across, there’s no cancellation fee, and nothing is taken or refunded on the swap. The new product must cost at least what you’ve already paid; you see the new price, the amount carried across and your new schedule before you accept. Or email retentions@layawaydepot.co.nz with your order number.