Frequently asked questions

Latest News

Orders

How do I place an order?

We are unable to accept orders on our Outfit website, if you would like to place an order with us please click on  the relevant brand at the bottom of this page and follow their instructions.

Can I amend or cancel my order?

Unfortunately, it is not possible to change your order after you have placed it. We may be able to cancel your order but we can only do this by telephone.

Please contact our Customer Care tream on 0845 121 4518 as soon as possible after placing your order. Please note - we are unable to cancel your order by email.

If it is too late for us to cancel your order, just return your order on receipt via one of our return methods detailed on the brand website.

What do I do if there is a problem with my order?

If you have a problem with your order please contact our Customer Care tream on 0845 121 4518.

Where can I find more information about my order?

For all order queries, please visit the relevant brand website at the bottom of this page.

Delivery

Can I get my order delivered to an Outfit store?

You can have your order delivered to one of our stores. Just select the option 'Collect From Store' when you place your order on the brand website.

How do I track my order?

If you wish to track the current whereabouts of your order, please click here to visit our carrier DPD's website and enter your tracking number in the space provided.

Can I change the delivery store for my order?

Unfortunately you cannot change the collection store. If you are unable to collect your order, please click here to contact the store and let them know or alternatively you can call our Customer Care team.

 

 


 

 


 


Where can I find more information about my delivery?

Additional delivery information can be found on the relevant brand website where you placed your order.

Returns and Refunds

What is your returns policy for internet purchases?

You can return unworn internet purchases via post or collect+ within 14 days of receiving your item, or to a store within one month of receipt.

Please note, we are unable to accept returns of unsuitable items via post after this time. In the interests of hygiene we do not offer refunds on pierced jewellery unless they are faulty or unfit for purpose.

To return an item, log into your account and follow the onscreen instructions. Please click on the relevant brand at the bottom of the page and then use the 'My Account' link to log into your account. Full details of our Returns Policy can be found in the help section of our brand websites.

What is your Christmas returns policy?

Our stores will be happy to exchange your Christmas purchases you make until 31 January 2014 for the full purchase value. Simply ask for a Gift Receipt when making your purchase and ask the recipient to present this when returning any items. Our stores will also be happy to offer a Gift Card as an alternative to an exchange.

 

Items presented for return with the original purchase receipt may be exchanged or refunded in line with our normal refund policy.

 

You can return Internet purchases via post or to your local store until 31 January 2014, along with your order invoice, and a member of our team will be happy to offer an exchange or refund your items onto a Gift Card.

 

In the interests of hygiene, we are unable to accept returns of pierced jewellery, underwear, swimwear where the hygiene strip has been removed, cosmetics or toiletries where the seal has been broken. For health and safety reasons we are unable to exchange or refund products that contain items of food or drink unless they are defective.

 

Please note that our normal returns policy applies to all Christmas purchases.

Can I return an item I bought online to one of your stores?

Yes, simply take the item(s) to your local Outfit Store if you live in the Mainland UK or Republic of Ireland.

You can return your item(s) to one of our stores within one month after purchase. This excludes items identified on the brand's website as being only returnable to their website, such as concession brands and online exclusives.

Visit the brand website to read their full Returns Policy. When returning internet purchases please take your despatch note with you as proof of purchase.

Click here to find your nearest Outfit store.

Can I return an item I bought from another brand to an Outfit store?

Yes, if you live in the Mainland UK or Republic of Ireland.

Simply take the item to your local Outfit Store. You can return your item to one of our stores within one month after purchase.  Please bring your till receipt along. This excludes concession items.

Click here to find your nearest Outfit store.

Can I return an item I bought from an Outfit store to a brand store?

Yes, if you live in the Mainland UK or Republic of Ireland and you have purchased from an Arcadia brand within Outfit (Burton, Dorothy Perkins, Evans, Miss Selfridge, Topshop, Topman, Wallis). Simply take the item to your local store of the same brand as your purchase (not within a department store) within one month after purchase. Please bring your till receipt along. This excludes concession items.

 

If your purchase was from any other brand within Outfit, please contact the Customer Services department for that brand, for details of their returns policy.

 

 

Can I return an item bought overseas to my local store?

Unfortunately items purchased from an overseas store cannot be returned to a local store.

Can I return an item bought in the UK to an overseas store?

Unfortunately items purchased in the UK cannot be returned to an overseas store.

Will my postage be refunded if my items are damaged or faulty?

If your item is damaged or faulty, and it is the only item on your order, we will refund your postage costs.

If you have kept any items on your order, we will not be able to refund your postage.

Will my postage be refunded if I return my whole order as unsuitable?

If you live in the EU and return your whole order within 7 days of receipt your postage will automatically be refunded.

What do I do if there is a problem with my return / refund?

Our Customer Care team are here to help with any problems please contact our Customer Care tream on 0845 121 4518.

Where can I find your full refund and returns policy?

Please visit the brand website to read their full Returns Policy.

European Online Dispute Resolution for Online Purchases

The EU Commission provides an online dispute resolution platform (“ODR Platform”) for disputes regarding items bought online.

You can find the ODR Platform on http://ec.europa.eu/consumers/odr/.

Collect from store

What is collect from store?

You can now order products on our brands' websites and have them delivered to an Outfit store, instead of to your home. This service is also available in with other convenient collection points such as Dorothy Perkins, Wallis, Evans, Burton, BHS and Miss Selfridge stores.

Order by 6pm for next day delivery (Mon – Sat) to your selected store. This service is only available in selected UK stores. There will be a charge of £2.00 per order. Please note any orders placed on a Saturday and up to 2pm on a Sunday will not be delivered until Monday. Orders placed after 2pm on a Sunday will be delivered on Tuesday.

Which stores offer Collect from Store?

Collect from store is available in most Outfit stores, along with other convenient collction points such as Dorothy Perkins, Wallis, Evans, Burton, BHS and Miss Selfridge stores. Please use our Store Locator to find your closest store.

Is there a charge for store collection?

Yes, there will be a charge of £2.00 per order.

How long does it take for items to be delivered to a store?

Orders made before 2pm for a delivery to a store will arrive in the store the next day. Once the item has arrived you will be notified either by phone call or email stating that your parcel is ready for collection.

How long are orders kept in store for collection and what happens if I don't pick up my order?

We will keep your order in store for ten calendar days after it has arrived in store. If the order is not collected, we will assume it is unwanted, cancel the order and issue a refund to your original payment method.

For full details on our refund process please see the returns and refunds section in our FAQs.

What do I need to bring when I collect my order?

When you collect your order from a participating store, you will need to bring your order confirmation email and payment method. If you have paid by Paypal please bring with you the card that links to your paypal account.

What time can I collect my order from the store?

Please wait until we have emailed you to let you know your order is ready for collection. It will not be ready until we have sent you that email.


After you have received it, you can collect your order at any time during the day, according to the store opening hours. For the store opening hours please click here.

What happens if I don't want to keep an order I collect from a store?

Our normal returns policy applies to Deliver to Store purchases. You can return your order in store within a month or by post within two weeks.

For full details on our returns policy please visit the returns and refunds section in our FAQs.

Can I change the collection store for my order?

Unfortunately you cannot change the collection store. If you are unable to collect your order, please click here to contact the store and let them know or alternatively you can call our Customer Care team.

How long do I have to return an item if ordered by collect from store?

We have the same returns policy for collect from store as in-store returns. You can return your order within 28 days or receipt. Please note this date begins on the date that we send you an order dispatch.

For full details on our returns please visit the returns and refunds section on our FAQs.

I didn’t receive any email

If you have not received an email please check your email spam folder before contacting the store that the parcel is being delivered to. Please click here to be directed to our Store Locator. If the store have not received your parcel please click here to contact our Customer Service team who will be happy to help you.

Can I extend the time for pickup?

If you would like to extend the time period to collect your order, please click here to contact the store and let them know.

Can I cancel my order?

Yes you can cancel your order – the same order cancellation rules apply as for Home Delivery orders. Please read our cancellation FAQ's above.

Where can I return my items?

Products can be returned to an Outfit store, by post or Collect+. Products cannot be returned to other listed collection points.

Product and General Information

Where can I buy an item I have seen advertised?

In order to locate this information for you, we would need to speak to our Buyers. Please click here to contact our customer services providing as much details as possible about the item featured and we will attempt to provide the details for you. 

I've seen an item of stock but it's not online or in my local store, where can I get it?

Please ask your local store to see if they can order the item in for you from our main warehouse.

Please click here for our store locator.

Please note that Customer Care are unable to search for stock in stores.

The item I want is out of stock online, can I order it any other way?

Please ask your local store to check their stock and see if they can order the item in for you from our main warehouse.

Please click here for our store locator.

Please note that Customer Care are unable to search for stock in stores.

Can Customer Services locate an item for me?

 If you wish to place an order, Customer Care will be happy to do so for you by phone. Please click here for contact details.

Unfortunately they are not able to check the availability of items in stores.

 

 

 

 

Can an item be sent to my local store from another store?

We are not able to transfer stock between stores. However, your local store can check whether they can order the item you want from our Warehouse.

Please click here for our store locator.

Please note, Customer Care are unable to search for stock in stores.

How do I add my details to your mailing list?

Please click here to leave your details and we will add you to our mailing list.

How can I have my details removed from your mailing list?

Simply click the unsubscribe link at the foot of the email.

If you're having any difficulties please click here to contact Customer Care who will be pleased to help.

I bought an item online but it is now faulty, what can I do?

Either take the item to your local store for inspection or click here to contact Customer Care.

How do I find out the sizes of products?

Please visit the brand website to view their size guide.



 

 

 

Do you sell surplus stock?

We do not sell surplus stock to third parties as we already have arrangements in place with our suppliers to dispose of such stock.

Gift Cards

Where can I buy a Gift Card?

Just click here to buy a Gift Card online.

You can also buy them from our stores as well as other retailers such as BP petrol stations, WH Smiths, Sainsburys, Coop stores and Morrisons.

How do I top up my Gift Card?

If you visit your local store, a member of staff will be happy to top up your Gift card with the required amount.

To buy a new Gift Card online just click here.

How long are Gift Cards valid for?

Gift Cards remain valid for 24 months from the date of purchase. Any balance remaining will be removed from the card.

Where can I use my Gift Card or Gift Voucher?

Your Gift Card can be used online or in any store (Burton, Dorothy Perkins, Evans, Miss Selfridge, Outfit, Topshop, Topman and Wallis in the UK) excluding those within department stores. For full details, please click here to review our terms and conditions.

Can I use more than one Gift Card as a method of payment?

Yes, you can use up to 5 Gift Cards in any one transaction. Please retain the original gift card(s) when completing an order online as this may be required at a later date if you return your purchases.

Please ensure that you keep any Gift Cards that are used as a method of payment online  in case we need to process a refund for you order.

Can I use a Gift Card and another method of payment in one transaction?

Yes, you can pay the balance with our branded account cards, PayPal (online), Switch/Maestro, Visa, Visa Electron, MasterCard, Solo and Amex.

The full value of the Gift Card will be taken first, and any remaining balance will be charged to your debit/credit card.

How will I be refunded if I have paid with a Gift Card and debit/credit card?

The Gift Card will be credited first, with the remaining balance being credited to the debit/credit card used at the time of purchase.

What happens if I have received a refund and I no longer have the Gift Card that I used to place the order?

The refund would automatically be credited to this card. Please contact our Customer Care team for further help.

Why should I register my Gift Card?

If your Gift Card is lost or stolen, we will only be able to transfer the balance from it if you have registered it in your name. You can register online by clicking here.

My Gift Card has been lost/stolen, what should I do?

Unfortunately, if your Gift Card is not registered then we are unable to trace it and are therefore unable to replace it for you.

If you have registered your Gift Card, we will be able to place a stop on it and protect any outstanding balance on it from fraudulent use.

Please click here to contact our Customer Care team with your full name and postcode so we can help assist you.

How do I check the balance on my Gift Card?

You can now check your Gift Card balance online by clicking here. Alternatively your local store can check the balance for you.

Can a Gift Card or Gift Voucher be refunded?

Gift Cards and Vouchers cannot be refunded, please see the terms and conditions provided with the card for details.

Can I pay my account card balance using a Gift Card?

No. Unfortunately this service is presently not available.

Do you still accept Gift Vouchers?

Yes, they can be used in any of the Arcadia stores listed on the reverse of the voucher.

My Gift Voucher has been lost/stolen, what should I do?

Gift Vouchers cannot be replaced if they are lost/stolen.

Who do I contact about my online gift card purchase?

If you have purchased your Gift Card online you can contact us via e-mail at outfit@voucherexpress.co.uk or call 0871 384 3238, Monday-Friday 9am-5pm.

What will appear on my credit card statement?

Your credit card statement will read 'Voucher Express' and the charge will be taken in Sterling and converted into your own currency if necessary.

Can I order larger amounts of gift cards?

It is possible to order larger amounts of Gift Cards. Please call 0871 384 3238. If you require Gift Cards for business use, please call our corporate department on 0207 927 1390 or e-mail vouchers@arcadiagroup.co.uk.

Store Information

What do I do if a security tag has been left on my purchase?

Please return the purchase to the store, with your receipt.

Where is my local store?

Please click here for our store locator.

What are your store opening hours?

Our stores have varied opening hours. Please click here for our Store locator.

 

 

Are your stores open on Bank Holidays?

Most of our stores are open on Bank Holidays; please click here for our Store locator.

Can I get student discount in your store?

We offer student discount in store on presentation of a valid student identification card.

How do I make a complaint about a store?

Please speak to the Store Manager direct or click here to contact our Customer Care team.

I live abroad, how do I claim back VAT on my purchase?

Please ask the store staff for a claim form at the time of purchase.

Can I get Military Discount?

Outfit offer to their member of the Armed Forces 10% discount on Burton product only across all Outfit stores.

Store Information

What do I do if a security tag has been left on my purchase?

Please return the purchase to the store, with your receipt.

Where is my local store?

Please click here for our store locator.

What are your store opening hours?

Our stores have varied opening hours. Please click here for our Store locator.

 

 

Are your stores open on Bank Holidays?

Most of our stores are open on Bank Holidays; please click here for our Store locator.

Can I get student discount in your store?

We offer student discount in store on presentation of a valid student identification card.

How do I make a complaint about a store?

Please speak to the Store Manager direct or click here to contact our Customer Care team.

I live abroad, how do I claim back VAT on my purchase?

Please ask the store staff for a claim form at the time of purchase.

Can I get Military Discount?

Outfit offer to their member of the Armed Forces 10% discount on Burton product only across all Outfit stores.

Account Cards

Applying for a card

How do you decide whether I qualify for an Outfit Mastercard?
To qualify for an Outfit Mastercard, 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 home or mobile phone number
• not already have an Outfit Mastercards
• have a regular income

NewDay Ltd will also perform a credit search to verify that you meet the criteria for credit.

 

How long will it take to complete an application?
It should take 10 – 15 minutes.


How long does it take to get a decision?
If you’re accepted or declined, it’s an instant decision. However we may refer the decision to an Underwriter to assess and 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 Outfit Card Services on 0333 220 2511*. We will tell you how much to repay and how to pay it. From then you have 30 days to pay what you owe including any interest.

 

*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.


I already have an Outfit Mastercard. Can I apply for a new one?
If you already have an existing account, you should not apply for another card with NewDay Ltd. If you do, you will be credit searched and your application will be declined.


Can I apply again if I am declined?
We would advise that you check your credit report and avoid reapplying for at least three months.


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.

 

 

Credit Searches

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


What is a credit score?
This is based on a number of factors. We will use this information to determine the amount of credit that we think is affordable for you.


How can I find out about my credit history?
You can contact the credit reference agencies currently operating in the UK – these are listed below. The information they hold may not be the same, so it’s worth contacting them all. They will 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 have 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.

Credit Limit

What is a credit limit?
This is the maximum amount of money available to spend on your account.


How do you decide my credit limit?
This is based on information obtained from your application and the outcome of the credit search performed via the credit reference agency.


Can I increase my credit limit?
Yes, any changes to your credit limit will depend on your personal circumstances. You can request an amount and we will then make an assessment. The limit available to our customers is regularly reassessed to ensure we have the appropriate level of credit available. As part of our commitment to lend responsibly, our lending policy ensures that our customers don’t become overburdened with credit. The assessment of the limit available to our customers is based on a combination of external bureau data and internal performance data.


Can I decrease my credit limit?
Yes, we can decrease your credit limit to any amount, provided it is 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. We will 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 do not want to be considered for an increase in the future.

What happens if I go over my credit limit?
In line with your Terms and Conditions, you will be charged a £12 fee for going over your credit limit.

Balance Transfers

What is a Balance Transfer?
A Balance Transfer is a facility you may be offered if you are accepted for a Mastercard. It enables you to transfer a balance held on another card(s) to your new Mastercard.


Is there a fee for Balance Transfers?
The Balance Transfer handling fee is up to 5% of the amount transferred and will be charged each time you make a transfer. After a Balance Transfer has been processed, you cannot cancel it and the Balance Transfer fee cannot be refunded to you. The handling fee will be shown on your monthly statement following the transfer. If you exercise your right to withdraw from your credit card agreement within 14 days of receiving your card, the fee will be refunded.

 

How can I request a Balance Transfer?
To request a Balance Transfer, your Mastercard must be activated and you should call Outfit Card Services on 0333 220 2511*.

 

*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.


How long will it take to process a Balance Transfer?
It may take up to 10 days to complete a Balance Transfer. You should continue making monthly repayments to your existing card providers until the transfer shows on your account with them.


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 – providing that 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.

Cards and PINs

How do I activate my card?
Call 0800 915 2205. Opening hours are: Monday to Sunday 8am to 9pm. The main account holder must activate the card before it can be used. Calls may be recorded and monitored for training and security purposes and to help us manage your account.

 

What do I do if I lose my card or it’s stolen?
As soon as you identify that your card has been lost/stolen, you will need to call Outfit Card Services on 0333 220 2511* so that we can block your card and issue you with a new one.

 

Where can I use my Mastercard?
At over 36 million outlets worldwide, wherever the Mastercard logo is displayed.

 

How will I know that my card is a Chip and PIN card?
Your card will be sent to you with accompanying information to state that it is a Chip and PIN card. We will also provide you with essential information about using Chip and PIN.


When will I get my PIN?
You will receive your PIN within five days of signing your agreement.

 

How do I change my PIN?
You can change your PIN at any cash machine displaying PIN Services and by following the simple instructions.

 

What if I forget my PIN or get it wrong?
You’ll 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 Outfit Card Services on 0333 220 2511* to request a new PIN.

 

Will I need to use my PIN when buying online, over the phone or via mail order?
No, Chip and PIN replaces using a signature to confirm transactions – as you haven’t signed for these in the past, you won’t need to enter 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. Where this is not the case, you will be asked to sign a receipt. Therefore please ensure you still sign the back of your card when you receive it.


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. Additional cardholders must be over the age of 18, be your partner, spouse or a close relative, a UK resident and live at the same address as you. You will be responsible for all use of the card by the additional card holders; they will also share your credit limit. You can request for any additional card holders to be added to your account when you first apply. If you are already a cardholder and wish to add someone to your account please call Outfit Card Services on 0333 220 2511*.

 *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.

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 card holder) receives it, and do not 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 Outfit Card Services on 0333 220 2511* immediately.


What should I do if I don’t recognise a transaction on my account?
Please contact Outfit Card Services on 0333 220 2511* 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 2511*. We will 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?
Contact Outfit Card Services on 0333 220 2511* immediately, so that we can investigate this for you.


In what circumstances can you suspend use of the card?
We may at any time suspend your right to use the card or the account; where we reasonably consider that this 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.

 

*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 or monitored for training and security purposes and to help us manage your account.

Rates

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 and will 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 or Balance Transfers.
  • The minimum payment is applied to your account on the due date.
  • The way we calculate interest doesn’t change. If any change in your interest rate has been notified to you, the estimated interest will take this change into account.
  • The amount takes no account of any delayed payment promotions we may offer in the period ahead.
Charges

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

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, you should call Outfit Card Services on 0333 220 2511* 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.

 

*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.

 

What do you mean by APR?

It 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.

 

Can I withdraw cash on my card?

Cash withdrawals are only available on the Mastercard. You are able to withdraw cash from any cashpoint that displays the Mastercard logo. There is a cash advance fee of 3% or £3 (whichever is greater) every time you withdraw cash.

 

What other charges may be applied to my account?

You can view other rates and charges by viewing the Summary Box.

Payments

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

The minimum payment will be the sum of 1. the amount of any interest, and Default Fees charged to your Account plus 2. 1% of the remaining balance shown on your statement plus 3. the amount of any arrears, subject to this being a minimum of £5. If the total outstanding balance is less than £5, then the minimum payment due will be the total outstanding balance. If you are over your credit limit, this amount is immediately repayable too.

 

How are payments applied to my account?

If you do not pay the account balance in full in any month, we will apply your payment to the statemented transactions as follows: 1. It will be allocated to the different amounts of your outstanding statemented balance that are charged at higher interest rates before those that are charged at lower interest rates. 2. If interest is charged at the same rate on different amounts, we will apply your payment to the different amounts in the following order: Cash Transactions, Payment Protection Insurance premiums, Balance Transfers, other Special Transactions, purchases and other transactions. If you have more than one Special Transaction at the same rate, your payment will be applied first to the Special Transaction that has the earliest Promotional Period start date.

Where an account fee is charged in connection with a transaction or Special 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 will 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 are having difficulties with your repayments please call Outfit Card Services on 0333 220 2511* as early as possible and we can suggest ways to help.

 

*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.

Managing Your Account

Can I manage my card account online?

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

 

Making a payment

When making payments please always quote your account number, this is the 16 digit number found on the top right hand corner of your statement. You do not need to contact us to confirm receipt of payments. You can pay your account using any one of the following methods:

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. You can also set up a Direct Debit using the Online Account Manager under ‘Manage payments’. Alternatively, you can call Outfit Card Services on 0333 220 2511*

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 Outfit Card Services on 0333 220 2511* 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 do not send post-dated cheques or cash. Please ensure the 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 the cheque is made payable to NewDay Ltd, with the 16 digit account number included on the first line.

At any Arcadia store - Please use the payment slip from your statement to pay at any Arcadia store. You can pay by Cash or Debit Card. Payment by Cheque or Credit Card cannot be accepted. Please allow up to 5 working days (a working day is defined as Monday – Friday, excluding bank holidays) for the payment to be credited to your account.

 

*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.

 

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.

 

 

Payments to my account

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

The minimum payment will be the sum of:

1. The amount of any interest, and Default Fees charged to your Account in the current Statement Period plus

2. 1% of the Standard Balance shown on your statement plus

3. The amount of any arrears, which are immediately repayable; subject to this being a minimum of £5. If the total of your Standard Balance is less than £5, then the minimum payment due will be the total outstanding balance. Any overlimit amount is immediately repayable. Any amounts on your Buy Now Pay Later Balance will not be included in your minimum payment.

 

Can I change the date I pay my account?

No, we are unable to change payment due dates, as they are linked to when your statement is due, which is a fixed date.

 

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

If you make only the minimum payment each month it will take you longer and cost you more to clear your balance due to incurring interest on your account.

 

What happens if I miss a payment?

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

 

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 any more?

You will not 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 any more?

Call Outfit Card Services on 0333 220 2511* or write to us at Outfit Card Services, NewDay Ltd, PO Box 700, Leeds, LS99 2BD.

 

*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.

Statements

When will I get a statement?
You will receive a statement once a month, when there is a balance on your account. Your statement date will be determined by NewDay Ltd and you can find out this date by contacting Outfit Card Services on 0 333 220 2511*.

 

*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.


Can I change the date I receive my statement?
No, your statement date is fixed and will be the same each month.


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’.

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.

 

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.

Want to find out more about PPI?

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

Contact Us

Who are NewDay Ltd and how do I contact them?
NewDay Ltd issue and operate both Mastercards and retailer store cards.

NewDay Ltd is a member of the Finance and Leasing Association. They run a conciliation and arbitration scheme to help members and their customers resolve difficulties. For more information, you can visit www.fla.org.uk or write to them at: Finance and Leasing Association, Imperial House, 15–19 Kingsway, London WC2B 6UN.

Key facts about NewDay Ltd:
Card Services contact address: Outfit Card Services, NewDay Ltd, PO Box 700, Leeds, LS99 2BD.

Credit only available to over 18s and subject to status is provided by NewDay Ltd. NewDay Ltd is 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. Arcadia Group Limited acts solely as a credit broker in Outfit and provides credit products from NewDay Ltd on a non-exclusive basis and is authorised and regulated by the Financial Conduct Authority with number 692421. Registered office: Colegrave House, 70 Berners Street, London, W1T 3NL. Registered in England and Wales. Registered number: 237511.

 

 

Business contacts

I would like to work for you, what vacancies do you have?

Vacancies are shown on our website. For details of current vacancies, please click here.

I have a business enquiry, how do I contact you?

Please contact our Switchboard on 0844 243 0000

I am a customer, how do I contact you?

Click here to contact our Customer Care team.

What is your ethical policy?

Please click here to see our ethical policy.

I am a student and would like some information for a project.

The only company information we are able to provide is on our corporate website.

Please click here to visit the site.

I would like to enquire about the possibility of receiving a donation from your company for a charity event.

Please contact our Switchboard on 0844 243 0000.