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AFTERPAY FAQS FOR CUSTOMERS

 

ABOUT AFTERPAY

 

What is Afterpay?

Afterpay is a new payment option available for online orders only. Afterpay allows customers residing in Australia to have their online orders shipped to them as per normal and pay this order off over four equal instalments, interest free.  Think of Afterpay like a modern-day layby, instead of having to wait for items customers get to have the product straight away for a quarter of the price! (Or zero upfront if an existing customer)

 

Why is Colette introducing this new payment option?

Afterpay is being introduced as another payment option, alternative layby service, 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 instore.

 

Who can use Afterpay?

Afterpay is available as a payment option if you:

  • Live in Australia;
  • Are at least 18 years old;
  • 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 products can be paid for using Afterpay as the payment method?

Afterpay is available for all merchandise online excluding x products and Gift (and eGift) Cards or items over $1,000. 

 

Is there a minimum spend for Afterpay?

No.

 

Is there a maximum spend for Afterpay?

Yes, the maximum order value (including delivery) for Afterpay is AUD$1,000.

 

How are the Afterpay instalments on each product page calculated?

The Afterpay instalments quoted on a product web page represent ¼ (25%) of that product’s current price excluding any delivery charges that may be applicable.

 

Delivery costs will however be included in the quoted instalment rate payable when you have selected your preferred delivery method at checkout, 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: www.afterpay.com.au/faqs. It you still can’t find out what you need here, contact Afterpay directly by emailing info@afterpay.com.au or calling 1300 100 279.

 

USING AFTERPAY

 

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

No – you simply need to choose Afterpay as your payment method at checkout.

 

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

No because Afterpay is not a credit service provider.  Your Afterpay account will be linked to your nominated credit or debit card that has already have been approved via your chosen credit/banking provider.

 

How do I select to pay using Afterpay?

To pay using Afterpay, follow these simple steps:

  1. Browse online, find items you would like to purchase and click the 'Add to cart’ button.
  2. Once you’ve finished choosing your items, click the ‘Proceed to checkout’ button.
  3. Fill out your delivery details.
  4. Select your preferred delivery option from the options available for your parcel delivery.
  5. Apply any discount codes.
  6. 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 and CVC 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;
  • Use an Australian credit or debit card to make the purchase.

Will I always be approved by Afterpay?

No, approval is at Afterpay’s discretion.  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. 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.au or by calling 1300 100 279.

 

Why could I be declined by Afterpay?

Afterpay manages your application to use their service and Colette 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. 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.au or by calling 1300 100 279.

 

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

Your order paid for using Afterpay 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 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 payments options for one order.  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 www.afterpay.com.au/faqs for support. If you require further assistance about your Afterpay account you can contact Afterpay directly by sending an email to info@afterpay.com.au or by calling 1300 100 729.

 

NOTE: For all Afterpay account administration needs (eg. changing passwords, making an early payment, payment issues, queries or concerns etc) and queries regarding Afterpay’s data security and privacy policy, you should review Afterpay’s own “frequently asked questions” on their website at www.afterpay.com.au/faqs for support.

 

PAYMENTS

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 debit or credit card every fortnight. 

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

The transaction will appear as AFTERPAY PTY LTD MELBOURNE AUS.

 

 

AFTERPAY COMMUNICATIONS

 

What information or communications will I receive direct from Afterpay?

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

 

The table below shows an example of the first Afterpay ‘Order Confirmation’ transactional email you would receive direct from Afterpay, and a list of other Afterpay transactional emails you could receive.

 

Afterpay transactional emails will be sent direct by Afterpay to customers for:
1)    Order confirmation – as per example on left
2)    Afterpay account activation
3)    Payment reminders
4)    Debit/credit card expiry date warning (for card associated with Afterpay account)
5)    Change of email address on Afterpay account
6)    Partial order refund processed by Afterpay
7)    Overdue payments (when the automatic deduction from the customer’s nominated credit or debit card hasn’t worked)
8)    Multiple password attempts
9)    Full order refund processed by Afterpay
10)A failed payment
11)A successful payment
12)A password reset request
13)Changed password confirmation

              

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

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

 

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

On product pages on Colette website, you will see the Afterpay logo and instalment amount detailed under the purchase price. If this is not displayed, it means the product is not available for Afterpay.

 

RETURNS, EXCHANGES & REFUNDS

 

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 our online store in accordance with our standard online returns policy.

Refunds will be processed and communicated to the customer via Afterpay shortly after Colette processes the returned item/s. The returned item/s will create an adjusted Afterpay payment schedule or a complete refund of payments to date (depending if all of the original order’s items are returned).

We do not accept exchanges on Afterpay orders. 

Can I return my Afterpay purchase instore?

Our retail stores do not accept Afterpay returns. Please refer to the online returns policy for further details.

 

Can I exchange my Afterpay purchase instore?

Our retail stores do not accept Afterpay exchanges.

 

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