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.
What is a layby?
A layby is an interest-free method of purchase. Payments are made in instalments and you receive your goods after your payments are completed.
How do I place an order?
Simply click here to see our instructions on ordering.
Can I get delivery before I pay?
No. my Layby offers a layby service, so once you have completed all layby payments, delivery will be made.
What happens once I've placed my order?
You will receive via email an order confirmation with full details of your order, please check this carefully You will need to log in to your my Layby account for information on payment schedules, amounts and your contact details.
If you do not receive this email or any of the details are incorrect Contact Us immediately.
How soon after completing my Layby will I receive my order?
Delivery is made:
· within 14 days after your final payment has been processed, unless otherwise advised.
· within 21 days after your final payment has been processed if payments have been completed sooner than originally scheduled.
This allows time for your payment to be processed by our bank, for your order to be packed and dispatched, and for your item to come into stock if you complete your layby early.
Your estimated delivery date range can be found by logging in to your online account.
I have made my last layby payment. What happens now?
Once your order is on its way from our office, you will receive a dispatch email. If you have ordered a heavy item, the courier will call you prior to delivery to organise a suitable time and date. Please see our Shipping and Delivery page for more information.
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 our Terms and Conditions of Purchase for more information.
Can I cancel my layby?
We understand that circumstances may change and you may no longer need the item you have ordered originally. We offer the option of changing your order to a more suitable product. Please contact us for more information. Fees and charges may apply, and our cancellation policy can be found on our Terms and Conditions of Purchase Page.
The Product I have ordered isn't on the site anymore. Will I still get my order?
Yes, you will. No change will be made to your order unless you are notified. We do change our range from time to time, so items may be removed from our site to make way for new products.
Paying for your Layby order
Can I change my Payment amount / pay my order off sooner?
Yes! You can make additional, larger or one off payments to finish your Layby sooner. Please contact us to arrange this.
Please refer to the Payments section of Terms and Conditions of Purchase for more information.
Why doesn’t my online my Layby account tell me if my payment has gone through? It has already left my account.
Our bank may take up to three business days to process your payment, whether it is made by direct debit or Bpay. Please allow up to three business days for your my Layby online statement to show your latest payment.
How do I change my payment details?
You can update your account details via your my Layby online account. Alternatively, you are welcome to contact us.
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.
Can I get delivery before I pay?
We offer a flexible layby service, so delivery is made after your final payment has been made.
Where does my Layby deliver to?
my Layby delivers smaller items via Australia Post to all locations in Australia.
Where items are oversized, delivery is made by courier. Not all oversized items are available for delivery to all areas. Please see our Shipping and Delivery page for more information.
When will my order arrive?
You will receive a confirmation email with delivery details once your order has been dispatched from our Sydney office. Please allow up to 14 days after your final payment has been made unless otherwise specified for delivery.
Is there a minimum age requirement to order?
All ages are welcome to order from us as we do not have a minimum age requirement. Please click here to view our terms and conditions.
Can I change my delivery address?
You can change your delivery address online prior to 2 days from final payment date.
An administration fee may apply if you change your address within 2 days of final payment date. Please check our Terms and Conditions of Purchase section for more information.
The Australia Post tracking number for my parcel is showing "No Events Found." What does this mean?
The Auspost tracking service will not show any events until the barcode is first scanned in by Australia Post. This may not occur until your parcel has reached your local Auspost processing centre.