Below are some of the most commonly asked questions regarding finance online. If you cannot find the answer you are looking for in our FAQs, please contact us directly. For specific queries related to a credit agreement, application or payment arrangements please contact V12 Retail Finance Customer Service team directly on 02920 468 912 Monday to Friday 8.00am to 8:00pm, Saturday 8.00am to 6:00pm, Sunday 10am to 5pm.
What can I buy with Interest free credit?
Interest free credit is available on fully priced jewellery and watch purchases over £500+.
Please note, Interest Free Credit is not available for the purchase of Fraser Hart gift cards, Rolex watches and reduced/on sale/promotional items.
Can I return an item paid for by Interest free credit?
Should you wish to return/exchange an item purchased online by Interest Free Credit, please contact our Customer Happiness Team. Orders paid for by Interest free credit can not be returned/exchanged in stores.
How do I choose to pay by Finance?
Refer to our step by step guide to use our Finance option.
Who is eligible to apply for online finance?
To apply for finance, you must be over the age of 18, work at least 16 hours a week in a permanent job, or be retired with an income. You must also be a resident of the United Kingdom and have lived in the UK for the last 3 years or more. Unfortunately, V12 Retail Finance and subsequently Fraser Hart are unable to offer online finance to residents of Eire.
Applying for online finance
- Interest free credit orders must be sent to your billing address
- Within Checkout, select ‘Pay in monthly instalments with 0% Interest Free Credit’ from the list of payment methods and you’ll be presented with the Finance calculator. Use the calculator to choose the payment terms and deposit amount that are right for you.
- You will then be transferred to our finance partner’s website V12 Retail Finance to complete your credit application, if approved you will then pay your deposit. Once you have completed the finance credit application you will be taken back to the Fraser Hart website. V12 Retail Finance exclusively provide finance for Fraser Hart online and are authorised and regulated by the Financial Conduct Authority (FCA).
- The whole process only takes a few minutes and is simple and secure.
- As soon as we receive confirmation that your agreement has been finalised, we will process and despatch your order as quickly as possible.
- You’ll receive a confirmation of despatch.
- When your order is on its way, we will email you with a tracking reference for orders for direct delivery or to let you know when your order is available for collection in a Fraser Hart store.
Once my application is approved, what happens next?
Within minutes of your application being approved, you will be presented with the option to e-sign your credit agreement by V12 Retail Finance. You should read the credit agreement carefully before clicking all the relevant sections agreeing to its terms. Once you have agreed to the terms of the credit agreement Fraser Hart will be notified and you need do nothing more.
Please note, that products will not be allocated to your order until your completed and e-signed agreement is completed . The despatch and delivery of your order goods will follow soon after your agreement has been completed.
When is the agreed deposit taken?
The deposit will be taken once your finance application has been approved by V12 Retail Finance.
When do my repayments start?
Your monthly repayments to V12 Retail Finance will begin one month after your purchase has been delivered. For specific queries related to payment arrangements please contact V12 Retail Finance Customer Service team directly on 02920 468 912 Monday to Friday 8.00am to 8.00pm, Saturday 9.00am to 6pm, Sunday 10am to 5pm.
Are there any arrangement fees or hidden extras for credit?
No. There are no arrangement fees or hidden extras. The monthly instalments are equal amounts and there are no early repayment fees. For specific queries related to payment arrangements and a credit agreement please contact V12 Retail Finance Customer Service team directly on 02920 468 912 Monday to Friday 8.00am to 8.00pm, Saturday 9.00am to 6pm, Sunday 10am to 5pm.
Can I repay my loan earlier?
Yes, you can repay your loan at any time. Please contact V12 Retail Finance Customer Service team directly on 02920 468 912Monday to Friday 8.00am to 8.00pm, Saturday 9.00am to 6pm, Sunday 10am to 5pm, to discuss potential options for repaying a loan early.
Will your credit score me and if so, what does this mean?
Credit scoring is the process used by financial services companies to evaluate the credit risk of new applicants. This technique will be applied to your application for online finance.
If you decline my credit application, what is the reason?
The decision to decline your credit application is made by V12 Retail Finance and is not under our control. In addition to credit scoring, V12 Retail Finance also take into account confirmation of your identity, validation of certain application details, existing commitments and information held at the credit reference agencies. Though we are unable to provide you with a main reason for decline of your application, it is usually based on one, or a combination of the following:
- Your credit score (note that every finance company will score you differently)
- Adverse credit reference agency information
- You are considered to be overcommitted
- Your existing account performance with other lenders
Please rest assured that the decision to decline your application is known only to yourself and V12 Retail Finance, Fraser Hart and not anyone outside the organisation. Please read the email from V12 Retail Finance carefully, which provides further information and details of how to appeal against the decision and how to contact V12 Retail Finance for further information.
What type of information do credit reference agencies hold about me?
Some of the information is public information, for example electoral roll, County Court Judgements and bankruptcies. Other lenders may also file information about accounts you hold with them for instance this could include your payment history and outstanding balance on these accounts. Any requests for credit, where a credit reference search has been undertaken, will also be filed, although the result of the request is not recorded.
How do I obtain a copy of the credit information held about me?
You should send a cheque for £2.00 made payable to the relevant company, together with details of all addresses at which you have lived over the last 6 years:
- Consumer Help Desk, Experian Limited PO Box 8000 Nottingham NG1 5GX
- Equifax Ltd., Credit File Advice Centre. PO Box 1140. Bradford, BD1 5US
- Consumer Services, Callcredit Limited, PO Box 491, LEEDS, LS3 1WZ
The above listed agencies will provide details of information relating to these addresses. If you believe that the information is incorrect, you can ask the agency to correct it.
If my application is not successful, can I re-apply?
Yes. We acknowledge that your circumstances change and just because V12 Retail Finance have refused a previous application, it does not mean that V12 Retail Finance will automatically turn down a further request. V12 Retail Finance do suggest however, that you leave at least 6 months between applications.
Can I request delivery to an address other than my home?
In order to safeguard against fraudulent applications, we regret that we're able only to deliver goods to the home address of the applicant. See full information about our Buy & Collect service and conditions of use. Unfortunately, we are unable to deliver interest free credit items for Express delivery the next day. Once your application has been approved and confirmed to us by V12 Retail Finance we will inform you when your order will be delivered.
Do your normal delivery timeframes apply for orders paid using Interest Free Credit?
In order for V12 Retail Finance to process your credit application, we are unable to meet our delivery timescales. Once your application has been approved and confirmed to us by V12 Retail Finance we will inform you when your order will be delivered. Please note, Express delivery is not available for purchases made using Interest free credit.
Fraser Hart Limited acts as a credit broker and only offers credit products from Secure Trust Bank PLC trading as V12 Retail Finance. Fraser Hart is authorised and regulated by the Financial Conduct Authority, registration number 710549. Credit provided subject to age and status.