Ordering With Finance
We want purchasing your personalised furniture to be as comfortable as possible, so we offer a range of finance options available on purchases of £1,500. These payment options can be secured with a minimum 25% deposit.
We've teamed up with V12 Retail Finance ("V12") to offer you a range of options to pay on finance. V12 is one of the UK's leading providers of Retail Point of Sale Credit, providing finance options for more than 20 years through its industry leading technology and paperless systems. If your application is successful, you will enter into a Credit Agreement with Secure Trust Bank Plc (V12's parent company) which will be administered by V12 Retail Finance Limited and V12 will receive a commission, the amount will vary depending on the product chosen and the amount of credit taken out.
Finance options are a form of credit. If you fail to maintain your payments, your lender could ask a debt collector to contact you or commence legal action to recover the money you owe. A poor repayment record will affect your credit file.
AVAILABLE FINANCE OPTIONS
We offer a range of finance options to help you spread the cost of your purchases. The value of the loan needs to be over £750 and no more than £15,000 and you can choose a deposit of up to 50% of the value of the goods. Just select the Pay on Finance option when you check out, choose one of the available finance products then complete the quick and simple V12 application form and sign your finance agreement. For successful applications your first repayment will be approximately 30 days after your delivery. Your personal payment plan will be dependent on your order value and deposit.
If your application is accepted and you have chosen to pay a deposit with your order, you’ll be asked to pay your deposit through the V12 system and then sign your finance agreement electronically. Once you have done this, we will be notified that you have successfully completed your application and we will process your order for delivery.
Stock will not be allocated until the application has been completed and approved. We reserve the right to withdraw finance on certain products at any time. Finance is provided through our external partner, V12 Retail Finance Limited. If your application is successful you will enter into a Credit Agreement with Secure Trust Bank PLC, who is the lender and V12’s parent company.
Use our finance calculator at checkout to see how different loan values, terms and interest rates affect the total amount you need to pay and the monthly repayments. The finance calculator is for illustrative purposes only and is not a quote, or formal offer of finance. The offer you receive if you apply will be dependent on your personal circumstances and the lender’s policies.
It’s important to remember that you should only enter into a finance agreement if you are sure you can afford the repayments for the full term of the loan. Whichever finance option you choose to apply for, you need to be sure that you can afford to pay the deposit, and keep up with your monthly repayments. You should think about any changes to your situation that might occur during the term of the loan, which could affect your income or expenditure, for example – retirement, moving home, changing jobs, or any health issues.
FINANCE PROVIDER
V12 Retail Finance is authorised and regulated by the Financial Conduct Authority under registration number 679653. Secure Trust Bank Plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 204550.
CHECK YOUR ELIGIBILITY
To be considered for finance, you will need to meet all of the following criteria:
· Are at least 18 years old
· Is in permanent paid employment, self-employed, homemaker, retired and receiving a pension, working student in parttime work or in receipt of a disability benefit
· Has been a resident in the UK or Jersey for at least 3 years
· Has a debit or credit card in their name, which is registered to their address, to pay the deposit where applicable
· Has a Bank or Building Society current account available – this is required to complete the direct debit instruction
· Has an email address to receive the important information throughout the application process, including their signed credit agreement
* If you are retired and receive a pension, or registered disabled and unable to work, V12 Retail Finance may ask for proof of sufficient income.
Other conditions may apply, and we cannot guarantee that your application will be accepted.
FAQ s
FINANCE DECISION
What does it mean when I see APR and Rate of Interest?
The 'rate of interest' is the cost you will pay each year to borrow money, expressed as a percentage rate. It does not reflect fees or any other charges. The 'APR' is a broader measure of the cost of borrowing than the interest rate. The APR reflects the interest rate, and other charges that you pay to get the loan. The FCA description of any APR is "APR stands for the Annual Percentage Rate of charge. You can use it to compare different credit and loan offers. The APR takes into account not just the interest on the loan but also other charges you have to pay, for example, any arrangement fee. All lenders have to tell you what their APR is before you sign an agreement. It will vary from lender to lender.
Will you 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. Credit scoring works by awarding points for each answer given on the application form such as age, income and occupation, together with information obtained from credit reference agencies.
This information allows consistent decisions to be provided, ensuring all applicants are treated fairly. Credit scoring does not discriminate on the grounds of sex, race, religion or disability.
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 long will it take to apply?
The V12 application form takes less than 5 minutes to complete, and you will get an instant answer on whether your application for finance has been successful. In some cases, V12 Retail Finance will need to look at the application in more detail before making their decision.
What do I need to apply?
All you need to do is select the products you wish to purchase, choose finance as your payment method at checkout, select your desired finance product and whether you want to place a deposit and then checkout. Upon checking out you will be redirected to the V12 platform to complete your finance application via their simple and quick online form. It's important you use your full name and address details and make sure everything is spelt correctly. Please note, this is an online only finance option.
If your application is accepted and you have chosen to pay a deposit with your order, you’ll be asked to pay your deposit through the V12 system and then sign your finance agreement electronically. Once you have done this, we will be notified that you have successfully completed your application and we will process your order for delivery in line with the delivery timescales you were shown at checkout.
What do I do if I have been declined?
Applications may not be accepted for a number of reasons, including mis-typed information, or not meeting the specified requirements. Please note that other conditions may apply and we cannot guarantee that your application will be accepted.
If your application isn't successful, you can still purchase the item or items you would like in full via PayPal or with a valid credit or debit card or any of our other payment methods. If your application is declined, it’s usually for one of the following reasons:
- you do not meet the eligibility criteria;
adverse credit reference agency information;
- your credit score;
- you are considered to be overcommitted financially; or
- your existing account performance with other lenders.
If you wish to appeal the decision made by V12, it’s advised you obtain an up-to-date copy of your credit report from either of the Credit Reference Agencies listed below before appealing directly to V12. Due to data protection, all customer appeals must be emailed to [email protected] and a member of V12’s Underwriting Team will respond to you accordingly. You can also contact the Credit Reference Agencies if you think there is a mistake on your credit report:
YOUR LOAN AGREEMENT
Who should I contact if I have a question about my loan?
For any questions about your loan, such as your Direct Debit or updating your personal details, please contact V12 Retail Finance. Their contact details will be provided throughout your application and on all the communications you receive about your finance application.
PAYMENTS AND ORDER
How do I make monthly payments?
During the V12 application process you will confirm your bank details for your repayments to be collected via direct debit. You can also make overpayments by contacting V12 directly or via your V12 self-service portal that you will be sent more information about via email once you have successfully completed your application.
Can I request delivery to an address other than my home address?
In order to safeguard against fraudulent applications, we are only able to deliver goods to your home address.
I want to amend my order
If you have been approved for finance, the amount and term cannot be amended. You will need to contact us (Willow & Hall) to amend the goods or services you ordered and you may need to complete a new application for finance. Please note we cannot guarantee a new credit application will be approved.
I haven't received my goods or services
Please contact us using our email form and we will help you.
I want to change my direct debit details
Changing your payment date can only be done once the first payment has been taken. Please contact a member of the V12’s Customer Services Team on 02920 468900 or via email on [email protected] who will be able to deal with this request. You can also update your Direct Debit details via the V12 self-service portal if you have setup an account.
Are there any fees or charges to pay?
Fees may be payable to V12 Retail Finance in line with the terms of your credit agreement if you fail to maintain your repayments. Fees and charges may include late payment fees and failed direct debit collection fees. Full details of any potential fees and charges will be set out in the terms of your credit agreement.
Is finance available on all furniture?
Finance is available on all furniture as long as the order total is £1,500 and above.
How much will interest be charged at?
There is no interest on your repayments.
CANCELLATIONS AND RETURNS
I want to return my goods and cancel my finance agreement
Please see our Terms & Conditions for details regarding our cancellation policy.
You have 14 days to cancel your credit agreement, please note that to cancel your goods and services you will need to contact us (your retailer) directly. Cancelling your finance agreement with V12 without cancelling the goods and services will mean payment for the goods and services will still be required.
What happens to my loan if I want to return my order?
If you are not satisfied with your purchase you can return it up to 14 days after delivery. In this case, we will notify your lender to reduce your loan amount accordingly. You will receive confirmation from your lender within 5-10 business days after we received your return in cases where a full refund is processed.
COMPLAINTS
At Willow & Hall, we are dedicated to providing exceptional service and high-quality products to all of our customers. However, we understand that there may be occasions when things don't go as planned. If you have a complaint, we want to hear from you and will do our utmost to resolve the matter quickly and fairly. Please go to our Complaints Procedure page for more information.
If your complaint relates to your finance agreement
If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your finance provider V12 Retail Finance. V12 will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.
YOUR PERSONAL OR FINANCIAL CIRCUMSTANCES
It’s a fact of life that things can change for any of us. If something changes in your personal, or financial circumstances, V12 will do all they can to help make it as easy as possible to submit your application and manage your loan repayments. If you identify as a vulnerable customer and you require more support, please see our Vulnerable Customer policy.
If you’re struggling at any point with your application online, or you don’t understand anything, please contact V12’s Customer Services Team on 029 2046 8900 or by emailing [email protected]. They are open Monday to Friday from 9am to 5pm.
If you find yourself struggling due to a change in your circumstances, please contact V12 Retail Finance and ask for their help.
USE OF YOUR PERSONAL DATA
In order to process your finance application, you will be asked to provide information about your personal, employment and financial situation. V12 Retail Finance shares your personal data with Credit Reference Agencies so that they can make a decision about whether to offer you finance. V12 will perform a hard search on your credit file to conduct their creditworthiness and affordability assessment to enable them to make their decision.
V12 will let you know where you can find more information about their privacy policy when you begin your application.
STILL HAVE QUESTIONS?
For any questions related to a finance agreement, please contact V12 Retail Finance. Their contact details will be provided throughout your application and on any communications, you receive about your finance application.
LEGAL INFORMATION
Willow and Hall Ltd is a credit broker, not a lender. We do not charge you for credit broking services. We will introduce you exclusively to V12 retail finance products provided by Secure Trust Bank Plc.
Interest Free Finance with a term of 12 months or less is not regulated by the Financial Conduct Authority.
V12's registered address is: Yorke House, Arleston Way, Solihull, B90 4LH