0800 695 292
100% Kiwi Owned

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Frequently Asked Questions

Below is a list of frequently asked questions, if any of your questions are not answered here, simply contact us and one of our friendly Customer Service staff will be happy to answer any questions you may have about my Layby and your Customer Guarantee 

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How do I know the products are good quality?
We only use brand names you know and trust, and will only deal with suppliers who have an established track record for goods of the very highest quality.
 
Ordering
How do I place an order?
Click to view
How to Order.
What happens once I've placed my order?
You will receive via email an order confirmation with full details of your order, please check carefully. If you do not receive this email or any of the details are incorrect Contact Us immediately. .
Can I change my order?
Yes, you can change your order any time until the Last Change of order date, displayed on your order confirmation email. If you wish to change your order after this date you will need to call our Customer Service team to discuss this.
Please refer to the
Terms and Conditions of Purchase

Paying for your Layby order
How do the payments work?
Your payments will be deducted from your authorized bank account or credit card by my Layby Ltd starting on the day that you selected, and will taken each week/fortnight or month depending on what you have requested. Details of your payment amounts and frequency can be found on your order confirmation.
Whats happens if I miss a payment?
If you miss a payment we’ll email you an updated payment schedule which will show increased payments to cover the missed payment if you have requested a set delivery date, or a new final payment date.  If you miss three consecutive payments we will cancel your order and email you.  Please refer to my Layby Cancellation Policy.
Can I make additional payments?
Of course, just email us at customer.service@mylayby.co.nz and we’ll take you through it.
For any other information refer to the Payments section of Terms and Conditions of Purchase or email us at customer.service@mylayby.co.nz
Delivery
Where do we deliver to?
my Layby delivers across New Zealand via courier.
Currently we cannot deliver to the Chatham Islands or Great Barrier Island or Stewart Island. If you live in these areas please call us on 0800 695 292 to discuss other options.
When will my order arrive?
You will receive a delivery advice email detailing your delivery details and dates when you’ve made your final payment. Your order will arrive within 14 days of final payment date, unless otherwise specified.
 
Can I change my delivery address?
You can change your delivery address online up to the date specified on Last Order Change date on your order confirmation.  If you need to make changes after this date please contact our Customer Service Team on 0800 695 292.
Returns
We will gladly replace items or reimburse you should a product be damaged in transit and in accordance with our legal responsibilities as a merchant.  We are unable to accept returns for other reasons such as if you have changed your mind or have made an incorrect choice about the product and no longer wish to keep it.