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Postage Payback

Flexi-pay FAQs

  • How do I settle the account early?
  • What happens if I miss a payment?
  • What happens if I need to return an item paid for with Flexi-pay?
  • How are my instalments calculated?
  • Can I change the credit/debit card I use to pay my Flexi-pay instalments?
  • How do I settle the account early?

    Please Contact Us to arrange payment for your remaining instalments in one go.

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    What happens if I miss a payment?

    We understand that sometimes mistakes happen. If we attempt to take a payment and your bank declines it, we will send you a letter to let you know.

    We will attempt to take payment again 14 days after the original instalment date. However, if your card is declined again, we will add an administration charge of £15.00 plus VAT* to your outstanding balance which will be payable immediately, along with your missed instalment. We will attempt to collect an instalment three times before handing it over to a debt collection agency. On the second and third attempts we will add an administration charge of £15.00 plus VAT per attempt to your account.

    If you have still not paid, all outstanding payments due for your items - the missed instalments and any future instalments otherwise due at a later date - will be payable immediately in full, together with the combined £30.00 plus VAT administration fees* (for the second and third attempts).

    We will then instruct a debt collection agency to recover these amounts from you – which will incur additional document and administration charges of 14% plus VAT.

    This charge will be increased to 29% plus VAT if a doorstep collection is required. Failure to settle the account with the debt collection agency may result in legal action being taken against you, and any legal fees and costs will be added to your debt.

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    What happens if I need to return an item paid for with Flexi-pay?

    In the unlikely event that you have to return an item, we will refund your card for the amount you have paid so far for that item, excluding postage and packaging.

    If your order was for more than one Flexi-pay item and you still have further instalments to pay, then we will adjust your schedule accordingly and notify you by letter. Your statutory rights are not affected.

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    How are my instalments calculated?

    Create and Craft may provide an instalment amount that differs from the amount you had expected, especially when discount vouchers are involved.

    If you've applied a discount voucher to your order, this has to be split amongst the items on your order, and across the Flexi-pay instalments.

    When your order cannot be split equally over 2, 3 or 4 instalments, Create and Craft will always add the extra pennies to the first instalment, so please bear this in mind.

    If you're a Craft Club member, your discount will be applied first, followed by any discount vouchers you wish to use, before finally your instalment amounts are calculated and displayed.

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    Can I change the credit/debit card I use to pay my Flexi-pay instalments?

    Yes. Please contact our Customer Services department, who will update the credit or debit card details held for you. If you change your card details while you have any Flexi-pay instalments outstanding, then the next instalment(s) due will be taken when you register your new card with us, even if this is earlier than when the instalment is otherwise due. This ensures that your card details have been validated.

    Please Note: changing the card details stores against your online account will not automatically update your Flexi-pay account.

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