Representative example:

• Order amount: £1,000

• Interest: 0% APR Loan term: 12 months

• Monthly repayment amount: £83.33

• Cost of credit: £0

• Total amount payable: £1,000

Representative example:

• Order amount: £1,000

• Interest: 24.9% APR Representative (fixed)

• Loan term: 24 months

• Monthly repayment amount: £52.09

• Cost of credit: £250.16

• Total amount payable: £1,250.16

Representative example:

• Order amount: £1,000

• Pay in full within: 6 months

• Interest: 0%

• Total amount payable: £1,000

  OR

• Order amount: £1,000

• Pay nothing for: 6 months

• Then 18 monthly payments of: £77.39

• Interest: 29.9% APR Representative (fixed)

• Cost of credit: £393.02

• Total amount payable: £1,393.02

What payment plans are available from Creation Consumer Finance Ltd?

Available credit products include interest-free and interest-bearing credit, and Buy Now, Pay Later options.

Are payment plans available on all products?

Payment Plans are only available on selected products. If your product qualifies for a payment plan, you will find a list of available payment plans on the product page or in checkout.

Who can apply?

You can apply for a payment plan if you're 18 years or over, UK resident for a minimum of 3 years, and have an annual income of £10,000 or more. We'll consider joint income if you're either married, living with a partner, in a civil partnership, in receipt of Disability Allowance, Employment and Support Allowance, or Personal Independence Payment.

Where can I apply for credit?

You can apply for all credit options online, and in the app or selected options by calling us or visiting your local John Lewis.

What do I need to apply for credit?

You’ll need a valid UK driving licence, passport, email address, a valid UK mobile number, and a UK bank account that supports Direct Debit.

What is APR?

When you borrow money, your lender will often advertise an ‘APR’ (Annual Percentage Rate). This is slightly different from the interest rate because it is made up of the interest rate plus any fees that are automatically included in your loan (for example, any arrangement fees). The APR is particularly useful as it provides a benchmark when comparing similar financial products.

Do I need to pay a deposit?

You don't need to pay a deposit for purchases, excluding fitted kitchens.

What happens if I am referred?

A referred credit application means that, at the point of submission, the data received was insufficient to make an instant Accept or Decline decision and must be reviewed manually. If your application is referred, Creation Consumer Finance will call you within 48 hours. If they're unable to reach you, they'll email you with the outcome and next steps.

Will my application show up on my credit file?

If you complete an eligibility check, only a soft credit search is performed and won’t show up on your file. If you complete a full credit application which results in a decision, a hard credit search will be recorded on your credit file. For Buy Now, Pay Later applications the hard credit search and loan details will be recorded from the point of application not after the 6 month pay nothing period.

Why might my application be approved during a soft credit check but denied during a hard check?

A soft credit check provides a preliminary assessment of your eligibility, while a hard credit check involves a more in-depth analysis of your creditworthiness. Factors like changes in your financial situation, lender-specific criteria, and the stricter nature of full checks can still lead to an application being denied, even if a soft check passes.

What happens if my application is declined?

A declined application may be the result of not passing the lender's credit score. If your application is declined, you'll receive an email with the details and there will be a search recorded for this application on your credit file. You can still pay for your order through other payment methods shown at checkout.

Can I take out more than one payment plan?

Yes, you can for separate orders. Please be aware that you'll need to check your eligibility for each payment plan and approval will be subject to the relevant checks.

How do I manage my payment plan?

If your application is accepted, you’ll receive an email from Creation Consumer Finance to register for their online account management tool. You’ll also find details about your agreement, including when your repayments begin, as well as contact information if you have any questions about your plan.

Can I pay off my plan early?

You can make additional payments or pay off your agreement early through the online account management tool. However, we suggest that you contact Creation’s Customer Service team first to discuss the options available to you, especially if this is an interest-bearing or Buy Now, Pay Later product.

When will my first payment be taken?

For an Interest-free or interest-bearing credit product: Creation Consumer Finance will take your first payment by Direct Debit approximately one month after your order is placed.

For a Buy Now, Pay Later credit product: Creation Consumer Finance will take your first payment by Direct Debit approximately one month after the 6 month pay-nothing period ends, if you have not repaid in full during this 6 months.

Can I change the date of my Direct Debit?

You can change the date of your Direct Debit. You can do so using the online account management tool.

Where can I find details about my repayment schedule?

Details of your repayment schedule will be detailed in your credit agreement which you'll need to sign and agree before placing your order.

In some cases, your repayments may begin before your order arrives.

If you'd like support with managing your repayments or want to repay your credit early, please contact Creation Consumer Finance on 0333 032 7776. Call charges may vary. Please contact your phone company for details. Calls may be recorded and monitored.

I've changed my mind about taking credit. What are my options?

Details about how to act on your right to withdraw from credit are provided in your credit agreement. From the day you sign your agreement, you have 14 days to withdraw without incurring any charges. After 14 days, you can repay all or part of the credit at any time. Creation Consumer Finance will not charge you extra for repaying your agreement early.

If you wish to cancel the credit agreement and return the items, please refer to the Returns FAQ below.

How do I cancel my agreement?

If you need to cancel your agreement, please contact Creation Consumer Finance on 0333 032 776. Call charges may vary. Please contact your phone company for details. Calls may be recorded and monitored.

What happens if I miss a payment?

If you miss a payment, you'll need to contact Creation Consumer Finance on 0333 032 7776. Please be aware that missing payments and making a late payment could impact your credit score. Call charges may vary. Please contact your phone company for details. Calls may be recorded and monitored.

Can I pay my full credit balance in one payment during the first 6 month period?

Yes, you can make a single payment at any point during the 6-month pay nothing period with no early repayment fees or interest.

Can I make partial payments during the first 6 month period?

Yes, during the Buy Now, Pay Later period, you can make as many or as few payments as you like, with no early repayment fees or interest. Making any additional payments may shorten the 18-month repayment period, it will not affect your monthly payment amount.

Will you remind me before my first 6 month period ends?

Yes, Creation Consumer Finance will send you a letter around 30 days before your pay nothing period ends with the end date and your payment options.

How and where do I make a payment during my first 6 month period?

1. Go to Credit Agreement Management in your Creation Consumer Finance app or website.

2. Find your credit agreement.

3. Select ‘Pay now’ to make a payment.

Will my Buy Now, Pay Later application show up on my credit file?

If you complete an eligibility check, only a soft credit search is performed and won’t show up on your file. If you complete a full credit application which results in a decision, a hard credit search will be recorded on your credit file. For Buy Now, Pay Later applications the hard credit search and loan details will be recorded from the point of application not after the 6 month pay nothing period.

Will my agreement show the total cost including interest?

Yes, since you can choose to pay nothing for the first 6 months, your agreement will show the total cost including interest for the full period.

If you choose to make a payment within the first 6 months, your total cost will then show the amount you’ve paid and the reduction in interest as individual sums from the same date.

You can find your Buy Now, Pay Later agreement in your online account or Creation Finance app

Are there other Buy Now, Pay Later terms available?

Other Buy Now, Pay Later terms may be available on selected products on a promotional basis for example an initial 12-month period instead of 6.

What are fitted kitchen payment plans available on?

Fitted kitchen payment plans are only available when purchasing a fully-fitted kitchen. The purchase price must be between £5,000 and £50,000.

What are the options available?

When purchasing a John Lewis fitted kitchen using a Payment Plan, the options are:

• Interest-free credit (0% APR) - 12, 24 or 36 month term lengths

• Interest-bearing credit (3.6% APR) - 48 or 60 month term lengths

Do I need to pay a deposit?

Both of these options require a minimum deposit of 20% of the full purchase price, payable at the point of purchase.

How much can I borrow?

The amount you can borrow depends on the price of your purchase. The maximum amount of credit available for a fitted kitchen purchase is £40,000 after the required deposit.

How do I order a fitted kitchen using a payment plan?

You can speak to a Partner in our Contact Centre who will be able to process your order on a payment plan by calling 03456 100 336. Call charges may vary. Please contact yourphone company for details. Calls may be recorded and monitored.

Will my fitted kitchen payment plan application show up on my credit file?

If you complete an eligibility check, only a soft credit search is performed and won’t show up on your file. If you complete a full credit application which results in a decision, a hardcredit search will be recorded on your credit file. The Partner will explain when these checks are being completed during the journey.

Find out more about our fitted kitchen services at John Lewis

Can I return or exchange an item bought using a payment plan?

To return an item paid for with credit, please follow our usual returns process. Find out more about our returns process.Once we've received your return, any payments made will be refunded and your credit agreement cancelled.You can also exchange an item bought using credit.

Exchanging for the same item

If you wish to exchange your item because it's damaged or faulty, or if you'd like a different size, colour or style, you can follow our usual exchange process.If there are no price differences between our orders, your original credit agreement will continue.If the new item you wish to purchase is priced lower, your monthly repayments will remain the same but the length of your credit agreement will reduce.

Exchanging for a different item

If you wish to exchange for a different product type, you'll need to follow the returns process and start a new credit agreement. You cannot exchange one product type for another on the same credit agreement.

How do I make a complaint about the product?

If you're not happy with your product, please speak to our customer services team so that we can try to make matters right.

If your complaint is about the website, call us on 03456 050 144.

Our lines are open:

• 8am – 9pm, 7 days a week. Call charges may vary. Please contact your phone company for details. Calls may be recorded and monitored.

If your complaint is about one of our stores, speak to one of our partners in store or you can call us on 03456 100 367.

Our lines are open:

• Monday – Friday, 8am – 9pm

• Saturday, 8am – 8pm

• Sunday and Bank Holidays, 10am – 6pm

You can also complete our webform. This will help to direct your complaint to the most suitable department.

How do I make a complaint about my payment plan?

If you have a complaint about your payment plan, you can call Creation Consumer Finance on 0333 032 7776.

Their lines are open:

• Monday – Friday, 8.30am – 5.30pm

• Saturday, 8.30am - 5pm

If you prefer to send an email, you can email complaints@creation.co.uk. For more information, please visit creation.co.uk. Call charges may vary. Please contact your phone company for details. Calls may be recorded and monitored.

What if I am unsatisfied with the outcome of my complaint about my payment plan?

If you haven’t received a reply from Creation within the timescale promised, or if you’ve received it and you’re still unhappy, you have the right to refer your complaint to the Financial Ombudsman Service. You have six months from the date of the final response or from the deadline when you should have received it to do this

Who is the Financial Ombudsman Service?

The Financial Ombudsman Service (Ombudsman Service) is an external body that plays a key role in the complaints process. The Financial Ombudsman is an impartial and independent organisation formed to help settle individual disputes between consumers and financial services businesses without taking sides.

How can I contact the Financial Ombudsman Service?

The Financial Ombudsman Service can only investigate your complaint if

• You have already tried to resolve it with Creation first

• It relates to making payments or transactions and you raised it more than 35 working days ago, or it’s another type of complaint and you raised it more than 8 weeks ago.

You can contact the Financial Ombudsman in the following ways:

Email: complaint.info@financial-ombudsman.org.uk

Write to:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Call 0800 023 4567. Free for people phoning from a ‘fixed line’ (for example, a landline at home)

Call 0300 123 9123. Free for mobile phone users who pay a monthly charge for calls to numbers starting with 01 or 2 number cost no more than calls to 01 and 02 numbers.

Is there support available if I'm struggling with my payments?

Yes, support is available to you. Please reach out to Creation and any other lenders you have agreements with as soon as possible if you’re finding it difficult to make your payments.

Are there organisations that offer help and advice relating to debts?

Yes, there are. You can contact these organisations for free, confidential and impartial money guidance and debt advice.

Citizens Advice: Advice and information on debt and other topics.

Citizens Advice Scotland: Advice and information on debt and other topics.

Contact your local bureau or call the helpline on 0800 028 1456.

National Debtline: If you live in England, Wales or Scotland, call 0808 808 4000 or visit their website for debt advice and information.

StepChange Debt Charity: Free debt advice available throughout the UK, call 0800 138 1111 or visit their website.

Example terms and conditions for Interest Free Credit, Interest Bearing Credit and Buy Now, Pay Later.

For more information, please visit our FAQ page for Klarna.

For more information, please visit our Pay in 3 with PayPal FAQs.

We no longer accept Clearpay as a payment method. For return or exchange information, please visit our FAQ page for Clearpay.