Frequently Asked Questions

Q: Can I still use my Debenhams Credit Card?
A: Yes, you can continue to use your Debenhams Credit Card to make purchases anywhere that carries the Mastercard logo, including Debenhams whilst we continue to trade. If anything changes in the future, customers will be notified directly.

Q: Can I still use my Debenhams Store Card?
A: Yes, you can continue to use your Debenhams Store Card to make purchases in store and online at Debenhams.com whilst we continue to trade. If anything changes in the future, customers will be notified directly.

Q: How do I make payments?
A: Payments can be paid as normal in the Debenhams Card app, through Online Account Manager, on the automated phone service or via your online banking. See back of statement for ways to pay. The only change to how you can pay is in-store, customers currently cannot make in-store payments at Debenhams.

Q: Will I still earn reward points when I use my Debenhams Credit Card or Store Card?
A: From 1 December, you will no longer earn reward points when you make any purchases with your Debenhams Credit Card or Store Card.

Q: What will happen to the points I have already earned?
A: From 4 February, you will no longer be able to redeem any paper or digital loyalty rewards as a form of payment method in store or on-line

Q: Can I still manage my account as I used to?
A: Yes, you can still access your account, view transactions and make payments through the Debenhams Card app, Online Account Manager and through the automated phone service.

Q: How do I get in touch with someone about my credit card or store card?
A: NewDay LTD is the provider of both our credit card and store card. If you wish to speak to them you can call the NewDay Customer Services team by using the number on the back of the card. They may be experiencing an increase in call, so you may experience an increased wait time to speak with them. The fastest way to connect with a Customer Service agent is to use ‘Chat’ directly with NewDay through the Debenhams Card app.

Q: What happens if I need to make a return for a purchase made with my Debenhams Credit Card or Store Card?
A: You can continue to make valid returns aligned to Debenhams refund policy. Any refunds will be made to the method of payment used to purchase the goods, except for Gift Cards.

Representative 24.9% APR variable
Please click here for the footnotes related to the above 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 you can do this via your Online Account Manager. To register for your account, visit https://portal.newdaycards.com/debenhams and follow the instructions

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 Debenhams.com and at any store in the UK whilst we continue to trade.

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 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 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.

If you’re already a cardholder and want to add someone to your account you can do this via your Online Account Manager. To register for your account, visit https://portal.newdaycards.com/debenhams and follow the instructions.

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 can do this via your Online Account Manager.
To register for your account, visit https://portal.newdaycards.com/debenhams and follow the instructions.

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 account 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.

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.

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?

You can end your agreement using your Debenhams Card App, via your Online Account Manager, call Debenhams Card Services 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 and you can view your statements via Debenhams Card App and your Online Account Manager.

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 registered 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.

Q. Which devices does Apple Pay work with?
• iPhone 6 or later
• Apple Watch; requires iPhone 6 or later
• iPad: iPad Pro, 5th generation iPad, iPad Air 2, iPad mini 3 and later
• Mac: Mac 2012 or later with an Apple Pay-enabled iPhone or Apple Watch, Mac models with Touch ID
A full list of Apple Pay compatible devices can be found at: https://support.apple.com/en-us/HT208531

Q. How do I add my Debenhams card to Apple Pay?
The easiest way to add your Debenhams card to Apple Pay is via the Debenhams app, if you haven’t already, download it today from the App Store. Once in the app, follow the following instructions to add your card to Apple Pay:
• In the ‘My Card’ tab select ‘Add to Apple Wallet’
If you don’t have the Debenhams app, or prefer to add your card directly from the Wallet app:
• For iPhone, open the Wallet app and tap the ‘+’ sign in the top right corner, then follow the instructions to add your card to your wallet
• For Apple Watch, open the Apple Watch app on your iPhone and select ‘Wallet & Apple Pay’, then tap ‘Add Credit or Debit Card’
• For iPad, open Settings, select ‘Wallet & Apple Pay’, then tap ‘Add Credit or Debit Card’
• For MacBook Pro with Touch ID, open System Preferences, select ‘Wallet & Apple Pay’, then select ‘Add Card’
More information can be found at: https://support.apple.com/en-gb/HT204506

Q. How do I make my Debenhams card the default card in my Apple Wallet?
Open your Wallet app and drag the card to the front.

Q. Is my card information protected?
Apple Pay does not send your real card number to the merchant, instead a unique code is assigned. Your Debenhams card details are not stored on your device because when you pay using Apple Pay the data is encrypted. Every payment you make requires Touch ID, Face ID or a passcode for added security.

Q. Can I continue to use Apple Pay if I go overlimit or miss a payment?
No, if you have gone overlimit or miss a payment your card will not work on Apple Pay.

Q. How much can I spend using Apple Pay?
You can make payments for any amount so long as your credit limit allows, but some merchants apply a contactless limit of £45. Transactions made in-app and online are not limited to a specific amount.

Q. What if I lose my device?
If your phone has been lost or stolen, or compromised in any other way, you will need to call our Contact Centre on [brand number] immediately to disable your card in Apple Pay. You can use Find My iPhone to set your device in ‘Lost Mode’ via the following link: https://www.icloud.com/find. You can then secure it with a new password, or erase your personal data. . Your physical card will not be disabled if you request to only disable Apple Pay.

Q. What if I lose my card?
After reporting your card lost or stolen, your new physical card will be sent in the post, and your card in your Apple Pay wallet will be immediately linked to your new physical card, allowing you to spend via Apple Pay whilst you wait for your physical card to arrive.

Q. Where can I use Apple Pay? Can I use it abroad?
Apple Pay can be used anywhere you see the Apple Pay or Contactless icons around the world.

Q. Can I use Apple Pay to pay in an app?
Yes, Apple Pay can be used anywhere you see the Apple Pay or Contactless icons.

Q. Can additional cardholders add their card to Apple Pay?
Yes, additional cardholders can add their card to their Apple Pay.

Which devices does Google Pay work with?
You can use Google Pay on most Android™ devices, as long as they run Android KitKat® 4.4 or above and have near-field communication technology (NFC).
More information can be found here: https://support.google.com/pay/answer/7643995?hl=en&ref_topic=7625138

The easiest way to add your Debenhams Credit Card to Google Pay is via the Debenhams app, if you haven’t already, download it today from Google Play. Once in the app, follow the following instructions to add your card to Google Pay:
• In the ‘My Card’ tab select ‘Add Card to G Pay’
If you don’t have the Debenhams app, or prefer to add your card directly from the Google Pay app:
• Open the Google Pay app
• Open the Payment tab
• Select ‘+ Payment method’
• Follow the instructions to add your card to your Google Pay app

How do I make my Debenhams Credit Card the default card?
Open your Google Pay app and drag the card to the front.

Google Pay does not send your real card number to the merchant, instead a single-use virtual account number is assigned. Your Debenhams Credit Card details are not stored on your device and your phone is required to be unlocked for all payments over £45.

Can I continue to use Google Pay if I go overlimit or miss a payment?
No, if you have gone overlimit or miss a payment your card will not work on Google Pay.

How much can I spend using Google Pay?
You can make payments for any amount so long as your credit limit allows, but some merchants apply a contactless limit of £45. Transactions made in-app and online are not limited to a specific amount.

What if I lose my device?
If your phone has been lost or stolen, or compromised in any other way, you will need to call our Contact Centre on [brand number] immediately to disable your card in Google Pay. You can use Find My Device to lock it, via the following link: https://www.google.com/android/find. You can then secure it with a new password, or erase your personal data. Your physical card will not be disabled if you request to only disable Google Pay.

What if I lose my card?
After reporting your card lost or stolen, your new physical card will be sent in the post, and your card in your Google Pay wallet will be immediately linked to your new physical card, allowing you to spend via Google Pay whilst you wait for your physical card to arrive.

Where can I use Google Pay? Can I use it abroad?
Google Pay can be used anywhere you see the Google Pay or Contactless icons around the world.

Can I use Google Pay to pay in an app?
Yes, Google Pay can be used anywhere you see the Google Pay or Contactless icons.

Can additional cardholders add their card to Google Pay?
Yes, additional cardholders can add their card to their Google Pay.

Yes, getting insured is easy. You can buy online or over the phone by calling 0344 840 6340.

Yes, instalments are available to help you spread the cost. The interest payable when spreading the cost is provided upon completion of the quote.

After an accident covered by your policy (as long as your car is being repaired by an approved repairer) we will provide you with a courtesy car while the repairs are being carried out (subject to availability, and terms and conditions apply).

The courtesy car applies to comprehensive cover for accidental damage claims and Third Party, Fire and Theft for fire and theft claims where damage is repairable.

Department Stores Realisations Limited t/a Debenhams is an Appointed Representative of Somerset Bridge Insurance Services Limited who are regulated by the Financial Conduct Authority. Policies are underwritten by a panel of insurers.

In the event of a claim, please call our 24-hour claim service on 0344 840 9506. All incidents should be reported within 48 hours, even if you are not claiming.

As long as you are a UK resident and the vehicle is registered in the UK, your policy will automatically cover you to drive in any countries that are members of the European Union. The minimum level of insurance required (usually third party only) will be provided. This will entitle you to travel within the territorial limits for 90 days for social domestic and pleasure purposes only.

It’s important you check your terms of business before travelling.

As long as the vehicle is acceptable to your current insurer you won’t need a new policy. However, you may have to pay extra to make the change.

To change your vehicle or make any other amendments to your policy, please call our Customer Service Team on 0344 840 6305. If you bought your policy before 9 December 2014, please call 0845 504 5149.

Yes, you need to send this to us within 14 days of your new policy starting. You can email scanned copies or photos of them to documents@debenhamscarinsurance.co.uk. Or, if you prefer, you can post copies to Debenhams Car Insurance, Lysander House, Catbrain Lane, Bristol BS10 7TQ.

If you are having difficulties getting hold of proof let us know. We may be able to help you find it by contacting your previous insurer.

To ensure all your details are accurate, we need you to provide us with a copy of the Driving Licence Summary from the DVLA website and both the front and rear of your driving licence photo card, for you and all drivers named on the policy.

You can email scanned copies or photos of them to documents@debenhamscarinsurance.co.uk. Or you can post copies to Debenhams Car Insurance, Lysander House, Catbrain Lane, Bristol BS10 7TQ.

If your breakdown cover is with the RAC, please call: 0330 159 0453

If your breakdown cover is with Debenhams Motor Breakdown, please call: 0190 42 34 874

If you are unsure who your breakdown provider is, please call our Customer Service team on: 0344 840 6305

You can read our Terms of Business here.

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. Department Stores Realisations Limited t/a Debenhams 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.

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.

Department Stores Realisations Limited t/a Debenhams 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.

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 us, 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 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.

We also have 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 HDI Global Specialty SE.

We welcome any comments on the services we provide – in the form of both compliments and complaints. We accept that things can occasionally go wrong and would encourage you to tell us about any concerns you may have so that we can take the necessary steps to make sure the service you receive meets your expectations in the future.

Please email our Complaints Department at complaints@insurancefactory.co.uk or telephone 0333 234 0580 or, write to;
The Complaints Manager,
Insurance Factory Limited,
The Connect Centre,
Kingston Crescent,
Portsmouth,
PO2 8QL.

If you are not satisfied with the final decision, you may refer your complaint to:
The Financial Ombudsman Service (FOS),
Exchange Tower,
Harbour Exchange Square,
London,
E14 9SR

Telephone 0800 023 4567 from a landline or 0300 123 9123 from a mobile phone.
Details on how to progress your complaint with the FOS can be found at www.financial-ombudsman.org.uk

Full details of our complaints procedure can be found in our Policy Wording, a copy of which is available on request.

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.

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.

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