Frequently Asked Questions

When can I start using my Debenhams Credit Card?

We’ll send your Debenhams Credit Card to you within ten working days of receiving your application (subject to approval). When you receive it, you just need to give us a call on 0800 915 2205 to activate it (calls may be recorded and monitored for training and security purposes and to help us manage your account). Then you’re ready to go!

How many Reward Points will I earn each time I use my Debenhams Credit Card?

You’ll earn Debenhams Reward Points with every purchase. You’ll collect 3 points for every £1 you spend on your Debenhams Credit Card at Debenhams, and 1 point for every £2 you spend when you make a purchase on it anywhere else.

Your Debenhams Credit Card is accepted at over 36 million places around the world whenever you see the Mastercard logo, so you have plenty of opportunities to build up your points! And remember, the more you use your Debenhams Credit Card, the more Reward Points you’ll earn. Start using it for everyday things like shopping or filling up your car, as well as bigger expenses like holidays, and you’ll soon see your points add up.

Can I earn points on a Debenhams Store Card?

Yes, you can earn 3 points for every £1 you spend on your Debenhams Store Card in store and online at Debenhams. So the more you use your Debenhams Store Card, the more Reward Points you’ll earn.

Representative 24.9% APR variable

Please click here for the footnotes related to the above terms and conditions.

How do I apply for a Debenhams Credit Card?

To apply for a card online, just click here. Applying is really simple and takes only a short time. Receive 500 Bonus Points with your first statement in the form of a £5 Reward Voucher. So apply today and start shopping!

How do you decide whether I qualify for a Debenhams Credit Card?

To qualify for a Debenhams Credit Card, you must:

• Be 18 years or over
• Be a permanent UK resident and have lived in the UK for the last 12 months (unless you’re HM Forces Personnel)
• Have a current UK bank account and a mobile phone number
• Not already have a Debenhams Card
• Have a regular income

NewDay Ltd will also perform a credit search to make sure the credit is affordable for you.

How long will it take to complete an application?

It should take you around 10 – 15 minutes to apply.

How long does it take to get a decision?

You’ll usually find out straight away whether you’ve been accepted or declined. Sometimes we refer the decision to an Underwriter to assess. If this happens, they may contact you for further information before making a final decision.

What happens if I apply for an account and change my mind after the application has been processed?

You have 14 days from the day after you receive your card to tell us you want to withdraw from the agreement. You can do this by writing to us or calling Debenhams Card Services on 0333 220 2519. We’ll tell you how much to repay and how to pay it. You’ll then have 30 days to pay what you owe, including any interest.

Can I apply again if I am declined?

If you’re declined, we recommend you check your credit report and wait six months before reapplying.

How do you use the information I give you?

The details you provide on your application form help us to make responsible lending decisions. Details of how we use your information after this are available in our Privacy Policy.

Will you carry out a credit search?

As a responsible lender, we will always carry out a credit search.

What is a credit score?

Your credit score is based on a number of factors. We’ll use this information to decide how much credit we think is affordable for you.

How can I find out about my credit history?

To find out your credit history, contact the credit reference agencies currently operating in the UK (we’ve listed these below for you). The information they hold may not be the same, so it’s worth contacting them all. They’ll charge you a small statutory fee.

Call Credit Limited, Consumer Services, P.O. Box 491, Leeds LS3 1WZ or call 0330 024 7574 or log onto www.callcredit.co.uk (Consumer Help Section).

Equifax, Customer Relations, P.O. Box 10036, Leicester LE3 4FS or call 0844 335 0550 or log on to www.equifax.co.uk.

Experian Consumer Help Service, PO Box 8000, Nottingham, NG80 7WF. Tel: 0344 481 8000 or log onto www.experian.co.uk.

Will applying for a card affect my credit rating?

If you’ve recently opened several credit accounts or applied for a number of credit facilities in a short space of time, this could reduce your credit rating. This is because lenders wish to lend responsibly and avoid customers taking on more credit than they can afford.

What is a credit limit?

This is the maximum amount of money available to spend on your account.

What is a cash limit?

This is the maximum amount of cash you can use for cash transactions, such as withdrawing cash. It is part of your credit limit.

How do you decide my credit limit?

We decide your limit based on information in your application and the outcome of the credit search performed via the credit reference agency.

Can I increase my credit limit?

You can ask us if we’ll consider an increase to your credit limit, but this will depend on your personal circumstances, and we’ll make an assessment before deciding.

We regularly assess the limit available to you to ensure you have the appropriate level of credit available. This assessment is based on a combination of external bureau data and internal performance data. We’re committed to lending responsibly, and our lending policy ensures you don’t become overburdened with credit.

Can I decrease my credit limit?

Yes, we can decrease your credit limit to any amount, as long as it’s not lower than your balance.

Can NewDay Ltd change my credit limit?

As part of our commitment to ensure that we are lending responsibly, we conduct regular reviews of all our accounts and we may decide to decrease your credit limit or to offer you an increase. We’ll provide 30 days’ notice of any change and you will have the opportunity to tell us that you do not want the increase, and/or that you don’t want to be considered for an increase in the future.

What happens if I go over my credit limit?

If you go over your credit limit you’ll be charged a £12 fee in line with your terms and conditions. You’ll also need to immediately repay the amount that you are over your limit by. Any promotional offers you may have will also come to an end.

Representative 24.9% APR variable

Please click here for the footnotes related to the above terms and conditions.

When will I get my card?

You’ll receive your card within 10 days of signing your credit agreement and the terms and conditions.

How do I activate my card?

Your card must be activated by the main account holder before you can use it. To activate it just call 0800 915 2205 (calls may be recorded and monitored for training and security purposes and to help us manage your account). Opening hours are: Monday to Sunday 8am to 9pm.

What do I do if I lose my card or it’s stolen?

As soon as you know your card has been lost or stolen, you need to call Debenhams Credit Card Services on 0333 220 2519 so that we can block it and issue you with a new one.

Calls are charged at a standard national rate. Call costs from mobiles and other operators may vary so please check before calling. Our lines are open seven days a week, 8am to 9pm. Calls may be recorded and monitored for training and security purposes and to help us manage your account.

Where can I use my store card?

You can use your Debenhams store card at any Debenhams store in the UK.

Where can I use my Debenhams Credit Card?

You can use your Debenhams credit card at over 36 million outlets worldwide, wherever you see the Mastercard logo.

How will I know that my card is a Chip and PIN card?

Your card will be sent to you with information to state that it is a Chip and PIN card. We’ll also provide you with information about using Chip and PIN.

When will I get my PIN?

You’ll receive your PIN within five working days of signing your agreement.

How do I change my PIN?

You can change your PIN at any cash machine in the UK displaying PIN Services by following the simple instructions.

What if I forget my PIN or get it wrong?

You have three chances to enter your PIN correctly when you’re trying to pay. If you enter it incorrectly three times in a row, your PIN will be locked and you’ll need to call Debenhams Credit Card Services on 0333 220 2519 to request a new PIN.

Will I need to use my PIN when buying online, over the phone or via mail order?

No, you won’t need to use your PIN. But you may be asked to enter the 3 digit security code shown on the back of your card.

Can I use my Chip and PIN card abroad?

Chip and PIN has been introduced in some countries. If this isn’t the case, you’ll be asked to sign a receipt. So please make sure you sign the back of your card.

Can I apply for a chip and signature card?

If you’re unable to use a PIN, call Debenhams Card Services on 0333 220 2519 and we’ll provide you with a Chip and signature card.

Can I apply for an additional cardholder on my account?

Yes, you can add up to three people to your account at no extra cost, as long as they are over the age of 18, your partner, spouse or other close relative, a UK resident and live at the same address as you. You’ll be responsible for all use of the card by any additional cardholders, and they’ll share your credit limit. All additional cards will earn Debenhams Reward Points but any Reward Vouchers will only be sent to the main cardholder.

If you’d like to share your account, you can ask for any additional cardholders to be added to it when you first apply. If you’re already a cardholder and want to add someone to your account, please call Debenhams Credit Card Services on 0333 220 2519.

Protecting you and your card

How can I protect my card from fraud and misuse?

To avoid your card and account falling into the wrong hands, you should activate and sign the back of it as soon as you receive it.

Please memorise and destroy your PIN as soon as you (or your additional cardholder) receive it, and don’t write it down (unless you do it in such a way that it would be impossible for someone else to recognise).

If you change your PIN, make sure you choose it carefully. Never give your card or account number to anyone else and don’t allow anyone else to see your PIN when entering it at a Chip and PIN terminal. If you have reason to suspect that someone has unauthorised access to your account, you should report it to Debenhams Card Services on 0333 220 2519 immediately.

What should I do if I don’t recognise a transaction on my account?

Please call Debenhams Card Services on 0333 220 2519 straightaway.

How do I report my card lost or stolen?

You should report it to us immediately on our Lost and Stolen Card Helpline on 0333 220 2519. We’ll stop all transactions and will arrange for a replacement card to be sent to you as soon as possible.

What do I do if I suspect fraud on my account?

Call Debenhams Card Services on 0333 220 2519 immediately, so that we can investigate it.

In what circumstances can you suspend use of the card?

We can suspend your right to use the card or the account if we reasonably consider that it is necessary because of reasons relating to the security of your card or account; suspected unauthorised or fraudulent use of the card; or if you have broken the terms of your agreement.

What is a preauthorised transaction? What happens if I enter into one?

In certain instances (e.g. when booking a hotel or hiring a car) the transaction amount may be unknown at the point you authorise the transaction. In such cases, the retailer will seek to block funds temporarily from your account. This is what we call a preauthorised transaction – it results in the relevant amount being deducted from your available balance only (it is not however processed as a transaction).

Please note that we will only block funds if you have authorised with the retailer the exact amount of funds that are to be blocked from your card.

We will also release the funds once we are made aware of the actual transaction value.

What is estimated interest?

The estimated interest amount gives you an indication in advance of how much interest you could be asked to pay on your next statement, to help you manage your finances more effectively.

The estimated amount is based on the following assumptions:

• You only pay the minimum payment amount shown on your statement
• Your balance doesn’t increase before your next statement date due to any more purchases, cash advances, Balance Transfers and Money Transfers.

The minimum payment is applied to your account on the due date. The way we calculate interest doesn’t change. If we’ve let you know about any change in your interest rate, the estimated interest will take this change into account

The amount also doesn’t take into account any delayed payment promotions we may offer in the period ahead.

Will I be charged extra for using my card abroad? (only applicable to Debenhams Credit Card)

You can make purchases at over 36 million places worldwide, wherever you see the Mastercard logo.

Please note that occasionally, for fraud prevention and security purposes, transactions may be declined or referred when your card is used abroad. NewDay Ltd adheres to a number of financial sanction regimes which may affect your ability to use your card abroad. For details of any current restrictions, we recommend calling Debenhams Credit Card Services on 0333 220 2518 before travelling.

All transactions in currencies other than sterling will be converted into sterling on the day they are added to your Account at the Payment Scheme Exchange Rate (at the date and time the transaction is processed) together with the Non-Sterling Transaction Fee (2.75%).

The Payment Scheme Exchange Rate used may differ from the rate when the transaction was made as exchange rates vary on a daily basis. The Payment Scheme Exchange Rate used when such transactions are made, and the amount of the transactions in sterling following application of the exchange rate will be set out in your statement. For an indication of the Payment Scheme Exchange Rate you can visit www.mastercard.com.

What do you mean by APR?

APR stands for the Annual Percentage Rate, and is the annualised cost of credit. It also includes any fees, such as an annual fee, but not default charges.

Where can I find my APR?

The APR applicable to your account will be shown on your credit agreement when you open your account.

Can I withdraw cash on my card?

You can withdraw cash on your Debenhams Credit Card from any cashpoint that displays the Mastercard logo. There is a cash advance fee of 3% of the amount of the transaction or £3 (whichever is greater) every time you withdraw cash. You can withdraw cash up to your cash limit which will be displayed on your statement. Interest will be charged from the date of the cash transaction even if you pay off your balance in full.

When do you charge interest?

We charge interest from the date the amount is debited from your account. If you pay your balance off in full by the due date every month, you will not be charged interest. However, if you use your card to make cash transactions, interest will be charged from the date of the transaction even if you pay your balance in full.

Why would you change my interest rate?

We may change interest rates for the reasons set out in your terms and conditions. These include to reflect rate moves in the market, or if your personal circumstances change. We will always give you at least 30 days’ notice in writing of an interest rate increase, and another 30 days to tell us that you would like to close your account and pay down the balance at the existing rate.

What other charges may be applied to my account?

You can see other rates and charges in the Summary Box. These are also shown in your credit agreement.

How much will I have to pay to my account each month?

The minimum payment will be the sum of

• 1% of the Standard Balance shown on your statement (including the interest, Default Fees and arrears) plus
• The amount of any interest, and Default Fees charged to your Account in the current Statement Period plus
• The amount of any arrears, which are immediately repayable; subject to this being a minimum of £5. If your total Standard Balance is less than £5, the minimum payment due will be the total outstanding balance. Any over limit amount is immediately repayable.

How are payments applied to my account?

If you don’t pay the Standard Balance in full in any month, we‘ll apply your payment to (i) Transactions and Promotional Transactions (ii) any Account fee charged in connection with a Transaction or Promotional Transaction, (iii) other Account fees and to (iv) any Default Fees, which are shown on your statement as follows:

1) It will be allocated to the different amounts of your outstanding statemented Standard Balance that are charged at higher interest rates first, then those that are charged at lower interest rates.

2) If interest is charged at the same rate on different amounts, we’ll apply your payment to the different amounts in the following order: Cash Transactions, Money Transfers, payment protection insurance premiums, Balance Transfers, other Promotional Transactions, Purchases and other Transactions. If you have more than one Promotional Transaction at the same rate, your payment will be applied first to the Promotional Transaction that has the earliest Promotional Period start date.

3) If you pay more than the Standard Balance shown on your statement in any month, we’ll apply your payment to Transactions on your Standard Balance which aren’t shown on your statement, before any Transactions on your Buy Now Pay Later Balance which are shown on your statement.

Where an Account fee is charged in connection with a Transaction or Promotional Transaction, it will be applied by reference to that Transaction type. Otherwise it will be applied after other Transactions as set out in 2) above.
We’ll apply any remaining payment to Transactions not yet shown on your statement in the same order as set out above.

What should I do if I am experiencing financial difficulties?

If you’re having difficulties with your repayments, please call Debenhams Credit Card Services on 0333 220 2519 as early as possible, and we can suggest ways to help.

Representative 24.9% APR variable

Please click here for the footnotes related to the above terms and conditions.

What’s a Balance Transfer?

You may be offered a Balance Transfer if you are accepted for a Debenhams Credit Card. It enables you to transfer a balance held on another card(s) to your new Debenhams Credit Card.

Is there a fee for Balance Transfers?

Yes, the Balance Transfer handling fee is up to 5% of the amount transferred, and will be charged each time you make a transfer. We will let you know the fee at the time that a Balance Transfer is offered. You’ll also see the handling fee on your monthly statement following the transfer.

After your Balance Transfer has been processed, you cannot cancel it, and the Balance Transfer fee cannot be refunded to you unless you exercise your right to withdraw from your credit card agreement within 14 days of receiving your card.

How can I request a Balance Transfer?

To request a Balance Transfer, your Debenhams Credit Card must be activated and you should call Debenhams Credit Card Services on 0333 220 2519.

How long will it take to process a Balance Transfer?

It normally takes three working days for a balance transfer to be completed (a working day finishes at 3pm for these purposes). So, if you request it on a Tuesday, it will be completed by Friday evening. If you request it on a Saturday, it will be completed by Wednesday evening. We will let you know if it will be completed sooner.

How much can I transfer?

You can transfer any amount from £100 up to 95% of your credit limit. All or part of the balance(s) requested may be transferred, subject to your credit limit and to our approval.

Can I transfer balances from a number of financial providers?

Yes, subject to approval, you can transfer balances from a number of accounts and financial providers – as long as they are UK store card or credit card balances. However, you cannot transfer balances from another card provided by NewDay Ltd. All transfers are subject to our approval.

Representative 24.9% APR variable

Please click here for the footnotes related to the above terms and conditions.

Can I manage my card account online?

Yes, you can view your purchases, make payments and manage your Direct Debits online 24 hours a day, 365 days a year using our Online Account Manager.

Making a payment

When making payments please always quote your account number – this is the 16 digit number in the top right hand corner of your statement. You don’t need to contact us to confirm receipt of payments.

You can pay your account using any one of the following methods:

• Through the Online Account Manager
• By Direct Debit – You can set up a Direct Debit to pay the minimum payment amount, the full balance or a fixed amount on your card automatically every month. If you choose a fixed amount, this should be for an amount that will be more than your minimum payment. If in any month it is less, we’ll always collect at least your minimum payment. You can also set up a Direct Debit using the Online Account Manager under ‘Manage payments’. Or, you can call Debenhams Card Services on 0333 220 2519.
• By Internet or Telephone Banking – You’ll need to provide your bank with our sort code 09–01–09, our account number 01000007, and your card number.
• By Telephone – Call Debenhams Card Services on 0333 220 2519 to pay using a debit card.
• By Post – Please send your payment at least seven working days (a working day is defined as Monday – Friday, excluding bank holidays) before the payment due date. Please don’t send post-dated cheques or cash. Ensure your cheque is made payable to NewDay Ltd, with the 16 digit account number included on the first line and send to NewDay Ltd, PO Box 218, Rotherham, S98 1NS.
• At any bank – Please make your payment by cheque or cash at least five working days (a working day is defined as Monday – Friday, excluding bank holidays) before the payment due date by using the Bank Giro Credit slip attached to your statement (your bank may charge a fee for this service). Please ensure your cheque is made payable to NewDay Ltd, with the 16 digit account number included on the first line.
• At any UK Debenhams store – Please use the payment slip from your statement to pay at any Debenhams store. You can pay by Cash or Debit Card (we can’t accept payment by Cheque or Credit Card. Please allow up to five working days (a working day is defined as Monday – Friday, excluding bank holidays) for the payment to be credited to your account.

How much can I pay each month?

You can pay whatever you like each month, but you must make at least the minimum payment. If you only make the minimum payment this will cost you more and it will take longer to clear your balance.

Can I change the day that my payment is due?

Yes. It’s one of the benefits of being a Debenhams Credit Card customer.

If you need to, you can change the date your payments are due, up to three times a year.

If you’d like to do this, call us on 0333 220 2519*.

*Calls may be recorded and monitored for training and security purposes and to help us manage your account. Calls to 0333 numbers will be charged at a standard national rate. Call costs from mobile companies and operator may vary so please check before calling.

What is the minimum that I have to pay each month?

The minimum payment will be the sum of:

1% of the Standard Balance shown on your statement (including the interest, Default Fees and arrears) plus.
Plus the amount of any interest, and Default Fees charged to your Account in the current Statement Period.
Plus the amount of any arrears, which are immediately repayable; subject to this being a minimum of £5. If your total Standard Balance is less than £5, the minimum payment due will be the total outstanding balance. Any over-limit amount is immediately repayable.

Will it cost me more if I only make the minimum payment?

Yes, if you make only the minimum payment each month it will take you longer and cost you more to clear your balance, as you will pay more interest on your account. Any promotional offers you have will also come to an end.

What happens if I miss a payment?

You will incur a late payment charge of £12. We may also provide this information to credit reference agencies and this may affect your ability to obtain credit.

Failing to keep up with your repayments will also result in any promotional offers being withdrawn.

Can I re-open my account if I close it?

No, if you would like a new account, please apply again.

Are there any penalties, costs or charges if I decide I don’t want the card anymore?

No, you won’t receive any penalties, costs or charges if you decide to close your account.

How do I end the agreement if I decide I don’t want the card anymore?

Just call Debenhams Card Services on 0333 220 2519, or write to us at Debenhams Card Services, NewDay Ltd, PO Box 700, Leeds, LS99 2BD.

When will I get a statement?

You’ll receive a statement once a month as long as there is a transaction on your account. Your statement date will be determined by NewDay Ltd (you can find out this date by contacting Debenhams Card Services on 0333 220 2519).

What are eStatements?

eStatements give you the same information as paper statements, but you view them via the Online Account Manager rather than receiving them through the post. To sign up for eStatements, sign in to the Online Account Manager to update your preferences under ‘My details’.

Can I request a copy of my terms and conditions?

You can request a copy of your terms and conditions at any time whilst your account is open – to do so please contact Customer Services on  0333 220 2519.

How will I receive notices from NewDay?

If you have signed up for e-statements, you can view notices by logging on to Online Account Manager. If you receive paper statements, notices will be sent in the post.

Who are NewDay Ltd and how do I contact them?

Key facts about NewDay Ltd:

NewDay Ltd issue and operate both Mastercards and retailer store cards. Card Services contact address: Debenhams Credit Card Services, NewDay Ltd, PO Box 700, Leeds, LS99 2BD.

Credit is provided by NewDay Ltd, a company registered in England and Wales with registered number 7297722, registered office: 7 Handyside Street, London, N1C 4DA. NewDay Ltd is authorised and regulated by the Financial Conduct Authority with number 690292 and is also authorised by the Financial Conduct Authority under the Payment Services Regulations 2017 (Ref no: 555318) for the provision of payment services.

NewDay Ltd is registered with the Office of the Information Commissioner – Data Protection Register Entry Number Z272680X

VAT Registration Number 100 1745 76

If you’d like to find out more, please visit newday.co.uk

Contact Us Online

You can send us a message online by logging into your Online Account Manager.

If you are not register for our online services, you can do so here.

Alternatively, if you are not a Debenhams Credit Card customer, but wish to contact us online, please click here..

Complaints

If you have a complaint related to your Debenhams Credit Card please contact us by using any of the methods provided in the ‘Contact Us’ section of the Debenhams Credit Card website. Alternatively you can write to us at:
Customer Services Department,
NewDay Ltd,
PO BOX 700,
Leeds,
LS99 2BD

If we do not resolve your complaint internally to your satisfaction, you can refer it to: The Financial Ombudsman Service, Exchange Tower, London E14 9SR. Telephone 0800 023 4 567. E-mail: complaint.info@financial-ombudsman.org.uk. Website: www.financial-ombudsman.org.uk. If you applied for Debenhams Credit Card online, you can also contact the Financial Ombudsman Service via an Online Dispute Resolution (ODR) platform that has been created by the European Commission.  The ODR platform will forward your complaint to the Financial Ombudsman Service.  For more information about ODR please visit the European Commission website.

NewDay Ltd is a member of the Finance and Leasing Association (FLA) and is bound by their Lending Code. Copies of the FLA’s Lending Code can be obtained from www.fla.org.uk. NewDay Ltd also subscribes to the Standards of Lending Practice which are independently monitored by the Lending Standards Board. For further information, or to see a full copy of the Standards of Lending Practice, please visit www.lendingstandardsboard.org.uk

What is Payment Protection Insurance (PPI)?

PPI is a type of insurance sold alongside financial products such as credit cards, loans and other finance agreements so that payments are made if the borrower is unable to make them due to sickness or unemployment.

Want to find out more about PPI?

If you had PPI on your account your policy was provided through Santander. To find out more about PPI, including how to make a complaint if you wish to do so, please visit the Santander website.

You can also call on 0800 171 2171 (Calls from UK landlines and mobiles are free) Opening hours from  29/08/2017 are 8am – 8pm Monday to Friday and 8am – 4pm Saturday

Or write to: PPI C1
Santander
9 Nelson Street
Bradford
BD1 5AN

Can I grant a third party access to my online payment account?

Following changes to the law, from 13 January 2018 you can allow an authorised Third Party Provider (TPP) to have access to your online servicing account.   These TPPs are sometimes known as Account Information Service Providers and offer such services as the ability for you to look at all your bank and credit card accounts through one Mobile App or Website.   You can only use a TPP where you have registered for Online Account Manager.

If you choose to use a TPP, please ensure you understand how their service works, such as how they access your account with us and how they will protect your data. Please be aware that:

The terms and conditions of your card will still apply.

We will give the TPP access to your account information only, and in the same way as if you were accessing it directly.  For example, they will be able to see your recent transactions and your outstanding balance.   The TPP is not permitted to change any of your preferences, direct debit details or any information about you and cannot initiate a payment from your account.

Although you must not, generally, give the security details you use to log-in to our online service to anyone else, you may give them to a TPP if it is necessary to do so.  They should agree with you that they will keep these details safe and will only use them for the purpose(s) you have agreed with them.

We can refuse to allow a TPP to access your account where we are concerned about unauthorised or fraudulent access by that TPP.

All TPPs must be authorised or registered with the Financial Conduct Authority (or another EEA regulator) and so you must check, from the information that the TPP gives you before you use their services, that the TPP is authorised or otherwise permitted by law to provide such services. If you give your security details to a TPP that is not authorised, we will assume it is you authorising us to give access to your account. If we become aware that an unauthorised third party is using your security details, we will block access to your account.

Do I need to consent to you using my information to provide me with payment services?

When you enter into a credit agreement with us, you explicitly consent to us accessing, processing, and retaining any information you provide to us, for the purposes of providing payment services to you.

Please note that this does not affect any rights and obligations you or we have under the General Data Protection Regulation 2016 or Data Protection Act 2018 and you may withdraw this consent by closing your account. If you do this, we will stop using your data for this purpose, but may continue to process your data for other purposes as set out in our Privacy Policy.

 Can I request a copy of my terms and conditions?

You can request a copy of your terms and conditions at any time whilst your account is open – to do so please contact Customer Services on 0333 220 2519.

Can’t find the answer to your question?
Please contact our Customer Relations team on 0333 003 7071

Click & Collect
If you have placed an order for collection and you fail to collect your order within seven days of the collection date, your order will be cancelled and we will refund your order with the full Sterling amount, less a £10 cancellation fee.

Home Delivery
We will refund your order upon receipt of the returned currency, less a £10 cancellation fee. Refunds can take up to 10 working days from receipt to credit back into your bank account

Please note:  We do not refund cash advance charges and that any cancellation fee may also be subject to a cash advance fee by your card issuer.

How can I cancel my order?
Orders for Home Delivery
Orders that have been made for Home Delivery cannot be cancelled or amended once your order has been completed.

Orders for Collection at a Bureau
Orders can be cancelled at any time prior to collection. Cancelled orders will be refunded with the full Sterling amount that you paid for your Travel Money, less a £10 cancellation fee. The cancellation fee will be taken from the Sterling amount refunded.

What happens if I fail to collect my order?
If you have placed an order for collection and you fail to collect your order within seven days of the collection date, your order will be cancelled and we will refund your order with the full Sterling amount, less a £10 cancellation fee.

Refunds can take up to 10 working days to credit back into your bank account. Please note that we do not refund cash advance charges and that any cancellation fee may also be subject to a cash advance fee by your card issuer.

What happens if I’m not home when my money is delivered?
As your Travel Money will need to be signed for, a card will be left to let you know where you can collect your order. This will normally be your local Royal Mail depot or sorting office. You must take this card and the required identification with you.

If you do not collect your order from your local Royal Mail depot the currency will be returned. We will refund your order upon receipt of the returned currency, less a £10 cancellation fee. Refunds can take up to 10 working days from receipt to credit back into your bank account

Where is my order?
If your order was due for delivery today and has not arrived by 1.00 pm, please contact our Customer Relations on 0333 003 7071  team who will be able to track your order.

Can I use an address outside of the UK?
No, the service is only available for customers aged 18 years or over, and who are resident in and accessing the service from within the United Kingdom.

What do I need to collect my Travel Money order?

To collect foreign currency you’ve ordered online, you’ll need to bring:

• Your UK photographic driving license, or passport
• Your reference number
• The card you used to place your order

Please note for security reasons only the payment cardholder can collect the order.

When can I collect my order?

Euro & US Dollars

If you order before 2pm, you can collect your order at any time the next day during the opening hours of the Bureau

All other currencies

You can collect your order after 2pm, five working days after placing the order.

What happens if I fail to collect my order?

If you have placed an order for collection and you fail to collect your order within seven days of the collection date we will contact you to remind you of your order. If you still do not collect your order we will be cancel it and refund your order with the full Sterling amount, less a £10 cancellation fee.

How long will my order be held for?

Your order will be held at the selected bureau pick up location for seven days from your order collection time. Any further delay will result in your order being cancelled and a £10 cancellation fee deducted.

Why won’t my order process?
There could be an issue with your payment card or the details that you have entered when placing your order. We recommend that you call your card issuer to see if there is a problem with your transaction.

Alternatively you can try placing your order again using a different payment card or visit a bureau to buy foreign currency.

Why have I not received an order confirmation email?
To ensure we process your order correctly, your confirmation may fall into a queue. In addition to this, during periods of peak business we experience high volumes of orders, therefore, confirmations can also be delayed by up to three hours after your order has been placed.

Please also check your spam folder to ensure that your confirmation email is not in there.

How do I place an order online?
To place an order use the currency converter tool located on the home page. Simply select the currency type, the amount you need, the product and click ‘add to order’ to enter into the checkout

How much can I order online (Max)?
Orders for collection are subject to a maximum value of £2,499.
Orders for Home Delivery are subject to a maximum value of £2,500.

How many orders can I place?
Orders are limited to one per person per day.

Can I specify the currency denominations I would like in my order?
Unfortunately you are unable to specify denominations as part of your order. Orders are typically packed as mixed, which means that you will receive a mixture of high and low denominations dependent on the availability of the currency you are ordering.

We’ll send your policy to the email address you give us. Some internet providers filter out automated e-mails as SPAM, so please check your SPAM/junk folder if you haven’t received your e-mail yet.

If you still can’t find it, please email us at debenhamstravelinsurance@rockinsurance.com or call us on 0343 658 0371 and we’ll send it again. Or, for a small postage charge, we can send your documents by post.

We offer travel insurance for all these variations, however we do offer discounts to couples and families. We can also cover you with single trip travel insurance, and annual multi-trip travel insurance.

Yes, each adult can travel independently. Dependent children can travel independently as long as they are accompanied at all times by a responsible adult.

You can insure up to four (4) dependent children under the age of 18.

You can travel as many times as you wish on your Annual Multi-trip insurance. However, the areas covered are dependent on the type of policy you buy.

You can buy annual insurance for Europe, Worldwide excluding USA and Canada or Worldwide which allows you to travel anywhere in the world (as long as the Foreign & Commonwealth Office has not restricted travel to a particular country).

You do need to take into consideration the length of time that you are travelling, as any individual trip must not exceed 60 days.

Unfortunately you cannot be covered if you have already left the UK.

Please ensure that you take a copy of your certificate of insurance and the full policy wording, as these documents contain important numbers that you may need while travelling.

If you have lost your passport, you need to report the loss or theft to the local police as soon as possible, as you’ll need the crime reference details they give you for the Lost or Stolen Passport Notification form.

You should also report the loss or theft to the UK Foreign and Commonwealth Office. You can obtain details of your local FCO office wherever you are by visiting the FCO website. The FCO will issue you with replacement travel documents so that you can travel back to the UK.

Unfortunately there’s no cover under this policy if your travel agent or tour operator goes into administration. (If they’re an ABTA member you can submit a claim to them for the cost of your holiday.)

If you’ve booked each component part of your holiday separately (flight, accommodation, car hire) and one of these companies goes into administration, you can put in a claim on your travel insurance policy.

You must report any thefts or losses to the police or relevant authority within 24 hours and get a written report. These reports are the only proof that the loss or theft actually occurred, and without them the underwriter cannot make any payment to you.

If you leave your luggage and personal items unattended in a public place then the underwriter cannot be held responsible for any resulting claim. You should always take reasonable care to look after your property and treat it as if it were not insured. There is no cover for cash or valuables left in an unattended vehicle at any time, even if the vehicle is locked.

If your departure from or to the UK is delayed for at least 24 hours from the scheduled time of departure as a result of strike or industrial action, the insurer will compensate you as follows:

Travel delay – you’re covered for the amount shown in the Schedule of Benefits for the first full 24 hour period of your delay (up to the maximum amount shown in the Schedule of Benefits), as long as you get a statement confirming the length and exact nature of the delay in writing from your carrier.

Abandonment – if you choose to cancel your trip following a delay of more than 24 hours after the scheduled departure time (and obtain written confirmation from your carrier), you’ll receive up to the amount shown in the Schedule of Benefits for travel and accommodation costs which you have paid (or have contracted to pay).

Transport cancellation – if the public transport on which you are booked to travel is cancelled at the final departure point from or to the UK, and no alternative can be provided within 24 hours of the intended departure time, you’ll receive up to the amount shown in the Schedule of Benefits for the cost of a replacement ticket for each insured person.

Yes, your sunglasses and prescription glasses are included as valuables on our policies. The maximum amount you can receive for sunglasses or prescription glasses of any kind is £150.

Yes, you can buy your policy in a matter of minutes. You can apply online or call us on 0343 658 0371. Our opening hours are Monday to Friday 8am to 8pm, Saturday 9am to 5pm (we are closed on Sunday).

You can pay for your travel insurance by debit or credit card. We accept Visa, MasterCard, Solo/Switch, Maestro and American Express.

Anyone who has been resident in the UK for six out of the last 12 months and who is aged 75 or under can take out either an Annual Multi-trip policy or a Single Trip policy.

To find out the policy exclusions and conditions that apply to your policy, please read through the policy terms and conditions. You can also download a copy of the Key Facts document, which includes a brief summary of the exclusions and conditions that apply to your policy.

Yes, cover is available to applicants up to and including the age of 75 for both Annual Multi-trip and Single Trip policies (subject to our terms and conditions).

We can provide cover for a huge range of medical conditions, but we would need to ask you a few simple questions first. Please call our sales team on 0343 658 0371.

Debenhams Travel Insurance is arranged and administered by Rock Insurance Services Limited. Debenhams Retail Ltd. is an appointed representative of Rock Insurance Services Limited for Travel Insurance. Rock Insurance Services Limited are authorised and regulated by the Financial Conduct Authority (Firm Reference Number 300317). Terms and conditions apply.

Click here to view a list of your policy documents. Check your original schedule to find your underwriter and then select it from the list of documents.

Just call 0344 776 5399 or click here now for an online quote.

You can choose from Buildings only, Contents only, or Building and Contents combined. You can also cover your personal possessions, including your jewellery and watches, laptop, tablet and phone, while you are away from home.

We offer you a choice of payment methods. If you wish, you can pay your premium in a lump sum by debit card or credit card. For an additional administration charge, you can spread the cost of your annual policy by paying by Direct Debit. (This is arranged by Creation Consumer Finance.)

Yes, if you find that our home insurance does not meet your needs, you have the right to cancel your policy (a cancellation fee may apply). Please see our Terms of Business for full details.

If you need to make a claim, simply call us on 0344 776 5324 and we will direct you to your insurer.

Yes, you can take out a policy in minutes. Either apply online or call us on 0330 8801 733.

You can choose from our Personal, Student, Business or our Family Gadget Bundle products. Each product has three levels of cover, ensuring you can choose the right policy for you.

Our policy covers Mobile Phones, Smart Phones, Laptops, Tablets, Desktops, Digital Cameras, PC Monitors, MP3 Players, CD/DVD Players, Games Consoles, Video Cameras, Camera Lenses, Bluetooth Headsets, Satellite Navigation Devices, PDAs, E-Readers, Head/Ear Phones, Wearable Technology (such as a Smart Watch or a Health and Fitness Tracker).

Yes, you can pay by Monthly Direct Debit (there is no contractual commitment and we don’t charge interest). Or, if you prefer, you can pay your premium in a lump sum by debit card or credit card and receive a discount for doing so.

Debenhams Retail Ltd is an Introducer Appointed Representative of Taurus Insurance Services Limited. Debenhams Gadget Insurance is arranged and administered by Taurus Insurance Services Limited, an insurance intermediary licenced and authorised in Gibraltar by the Financial Services Commission under Permission Number 5566 and authorised by the Financial Conduct Authority in the UK under registration number 444830.

The insurance is underwritten by AmTrust International Underwriters Limited registered in Ireland under registration number 169384 and are authorised by the Central Bank of Ireland. AmTrust International Underwriters Limited is regulated to undertake insurance business in the UK under Financial Conduct Authority Ref No 203014. You can visit the Financial Conduct Authority website, which includes a register of all regulated firms, at www.fsa.gov.uk/register.

If you find that our phone and gadget insurance does not meet your needs then you have the right to cancel your policy (a cancellation fee may apply). Please see Terms of Business for full details.

If you need to make a claim, simply call us on 0330 880 1743 and we will direct you to your insurer.

Yes, we cover weddings abroad. However, you will need to take out separate travel insurance to cover your travel and accommodation.

Yes, we cover civil partnerships.

No, the bride, groom or civil partner’s main residence must be in the UK. They must have been living permanently in the UK for at least six months before buying this policy, and they must be registered with a medical practitioner in the UK.

No, you will need to take out separate travel insurance to cover your honeymoon.

The posting of a serving member of the UK armed forces is covered providing you are not aware of any impending/confirmed posting or call up for duty overseas around the time of the wedding, prior to purchasing a wedding insurance policy.

Yes, the hire of portable toilet facilities to use alongside a marquee is covered under the marquee section.

This covers the bride and groom if they are held liable for any injury to a third party person or damage to third party property. It doesn’t cover accidents caused by anyone else, such as guests, and doesn’t cover any liability that may arise purely because of any contract, such as the wedding venue. This cover doesn’t apply for weddings taking place within the USA or Canada.

Public liability is an extension of personal liability and covers everyone invited to the wedding or reception, if held liable for accidental injury to a third party person or damage to third party property. This cover doesn’t apply for weddings taking place outside of the UK.

Couples who are in the armed forces may choose to walk under an arch of swords. These are usually borrowed from their regiment and are often very valuable. This insurance feature provides cover for loss or damage to the swords for an additional premium.

Failure of Suppliers provides cover for the irrecoverable deposits and additional costs of arranging an alternative if your pre booked and contracted wedding services supplier is made bankrupt or goes into liquidation.

Yes, we cover up to two ceremonies and two receptions on separate dates as standard. However, the reception date must be within 56 days of your wedding ceremony date.

The level of cover you need depends on the size, type and cost of your wedding and reception. To work out your level of cover, consider all of the separate costs associated with the event. Take the following into consideration:

• Cancellation or rearrangement of your wedding
• Loss or damage of the bride’s dress, the groom’s outfit, wedding rings, wedding gifts and wedding cakes
• Failure of all your wedding suppliers (photographers, caterers, hoteliers, chauffeurs, etc.)
• Personal liability insurance in case you’re held liable for an accident or injury during the wedding or reception
• If you’re hiring ceremonial swords or marquees, you should consider additional cover for these items

You should buy a wedding insurance policy as soon as you make any bookings or pay any deposits towards your wedding. Our policies can be purchased up to two years before your wedding date.

Cancellation and Rearrangement is just one aspect of cover offered by the policy, and is often the cover level that is advertised the most. This doesn’t mean that all of the cover levels will add up to the Cancellation limit.

It’s important to review the cover you have to ensure it’s still suitable. If you think that you may need a higher level of cover, please visit www.debenhamsweddinginsurance.com and log into My Account to upgrade online, or contact our Customer Services team on 0800 440 2430. Lines are open Monday to Friday 8am – 8pm and Saturday and Sunday 9am – 1pm.

Any services that are already booked will automatically be covered from the date the insurance is paid for and issued.

No, this would be classed as ‘disinclination to marry’ and is not covered under the policy.

No, you will need to take out separate event insurance.

We don’t provide cover for wedding planners who have financial responsibility for the wedding budget, i.e. you provide the planner with a lump sum to arrange and pay for the individual services on your behalf. We would cover a wedding planner if you contract with them for the planning service only and contract directly with your individual suppliers separately.

Common policy exclusions include the following:

• Medical conditions
• Duration the dress is covered before the wedding
• Conditions relating to cover for gifts at the wedding reception
• No cover for failure of the suppliers of gift lists
• No cover for failure of the suppliers of wedding planner services
• No cover for marquees, ceremonial swords or public liability for weddings taking place outside of the UK or personal liability cover for weddings taking place within the USA or Canada
• No cover if you decide not to get married

Please read the policy wording document for full limitations and exclusions.

Debenhams wedding insurance is arranged by UK General Insurance Ltd who are authorised and regulated by the Financial Conduct Authority (Firm Reference Number 310101). You can check this on the Financial Services Register by visiting the Financial Conduct Authority’s website at http://www.fca.org.uk

Debenhams Insurance offers policies for cats and dogs.

Yes, you can take out a policy in minutes. Either apply online or just call 0333 234 0622. (Calls may be monitored or recorded.) New policies will have a 14 day exclusion period for illness claims.

You can purchase pet insurance for your dog or cat as soon as they are over eight weeks old. There is no upper age limit, apart from death from illness cover. The upper age limit for death from illness cover is 8 years.

No, your pet insurance policy will not cover any medical condition or symptoms that your pet had before the start date of your policy, or any illnesses that occur during the first 14 days of your insurance cover.

No, any preventative and elective treatments, or routine examinations and treatment are excluded from cover.

Yes, provided you’re travelling to Eire or a member country of the PETS Travel Scheme (excluding non-EU and long-haul countries) and comply with the requirements of this scheme while you are abroad. To find out more about the PETS Travel Scheme, visit Department for Environment, Food and Rural Affairs (DEFRA).

The length of your cover abroad will depend on the level of cover you choose, so please check the benefits table on the cover details page.

Most claims are settled within 5 working days of receipt. However, the complexity of the claim and any investigations that may be necessary will impact on the amount of time it takes to reach a settlement.

You can pay your premium in a lump sum by debit card or credit card. Or, if you prefer, you can spread the cost of your annual pet insurance policy over the year by paying by Direct Debit (subject to status, 0% APR).

Your pet is covered for dental treatment as a result of an accident or injury, but any regular dentistry is excluded. There is no cover for dentistry on the Accident Only policy.

Yes, your policy will cover hereditary and congenital conditions, provided the condition hadn’t been discovered and your pet hadn’t any symptoms before the start date or within the first 14 days of your pet insurance policy.

As long as your vet is happy to deal directly with Debenhams Pet Insurance, we can arrange to pay your vet direct.

If you’re not satisfied with the cover provided by your policy, you have 14 days to cancel from the date you receive your documents. As long as no incidents have arisen which could result in a claim under your policy for the death or loss of your pet, the premium you’ve paid will be refunded, minus an administration charge (please refer to our Terms of Business for full details).

If you exercise your right to cancel after the 14-day period, as long as no incidents have arisen which could result in a claim under your policy, the part of the premium you haven’t yet used minus an administration charge will be refunded. If the amount due when you cancel your policy is more than the amount you’ve paid, you must pay Debenhams Pet Insurance the difference.

If a claim has been made, or any incidents have arisen which could result in a claim under your policy, your cover will be cancelled but your premium won’t be refunded. If you’re paying by instalments, you must still pay the balance of the full annual premium.

Debenhams Pet Insurance also has the right to cancel your policy at any time by giving you seven days’ notice in writing which will be sent to your address. If your policy is cancelled, the part of your premium you haven’t yet used will be refunded as long as no claims have been made.

Once you’ve entered your payment details, the payment confirmation page will be displayed. This page is confirmation of your cover, and will give you your policy number and cover start date. Your electronic policy documents will follow shortly.

If your dog or cat goes missing, please contact the claims department on 0333 234 0618 and you will be talked through the advertising and reward cover.

(Calls may be recorded or monitored).

If your dog or cat is involved in an accident, call the claims department on 0333 234 0618.  The details of the accident will be recorded and claim form will be issued to you.

(Calls may be recorded or monitored).

The claims number is 0333 234 0618 and the opening hours are Monday to Friday 8am-6pm and Saturdays 9am-2pm.

(Calls may be recorded or monitored).

Debenhams Pet Insurance policies are underwritten by International Insurance Company of Hannover SE.

If you need a life insurance quote, just call 0344 776 5650 or click on Quote now for an online quote.

We offer two different life insurance policies. You can choose mortgage protection, which will cover an amount borrowed on a home which will decrease over the years covered. Or fixed term life insurance, which will always have the same pay–out.

Yes, you can take out a joint policy which would cover both you and your partner.

The amount you pay will depend on your age, smoking status, amount of years you would like the cover for and your state of health. You can ask an agent for more help if you’re unsure.

Your cover will finish when the term of your policy that you selected on the outset or you have made a claim, whichever happens first.