Below is a list of frequently asked questions that your customers may ask about Zip. This guide will help you to educate your customer and navigate them to the right place!

1. Choose Zip as your payment method at the checkout. There are no long forms or hard credit checks required, just a quick soft credit check that won’t affect your credit score.

2. The first 25% of your order total is charged at the time of purchase.

3. The rest is paid over 3 equal interest free instalments that are billed automatically over 6 weeks.

Zip is a payment provider that allows customers to pay for their purchases in 4 equal instalments. The first is made at the checkout, the remainder are spread across 3 fortnightly repayments, all deducted from your debit card.

Zip requires your name, address, date of birth, a UK mobile number and a debit card for sign up. Instead of having a traditional username and password, your mobile phone number or email address are used as verification.

In order to have an account with Zip, you must:

You can sign up during the checkout process with your date of birth, mobile number and debit card details. You'll know if you’re approved instantly!

The easiest way to manage your Zip orders, repayments and refunds is via the app. iOS devices can download the app here and Android devices can download the app here

You can also view your account by logging into Zip’s online customer portal at https://customer.gb.zip.co/en-GB/login and entering your mobile number or email address.

Zip notifies customers with payment reminders via SMS and email before each payment is due.

Your first instalment of 25% of the purchase price is due at the time of checkout. The remaining three instalments will be billed automatically, every two weeks.

Yes. You can log into the app or online customer portal and choose the order you wish to pay early, then select the relevant instalments next to it.

It’s important to notify Zip to avoid a late fee if you think you’re going to have difficulty paying an instalment on time. Payments are automatic, and if a payment can’t be taken because there are insufficient funds in a customer’s account, late fees will apply. For more information on late fees, please see Zip’s help page .

If your payment is denied in error, you can contact Zip’s Customer Experience team here .

Zip associates your card with your order when you first complete the checkout process. If you need to change your payment method for future instalments for an order, in the app: select Account , select Payment methods , select Add a debit card , then next to your old card, press the ‘X’.

In the customer portal, under Dashboard , add a new card one by selecting Add next to Saved cards , then select Edit next to your old card, then Delete . This will automatically mean that your instalments are taken from your new card.

As soon as Zip is notified of your return, Zip will refund the amount you have paid to-date and will also cancel any future payments. In the event of a partial refund, scheduled instalments are reduced/cancelled first, and then paid instalments are refunded.

First, ensure you have enough funds in your bank account available to cover your first instalment, then check that you’re up-to-date with all your repayments.. If the issues persists, please contact the Zip Customer Experience team who will look into the matter further for you.

Refunds may take several business days to process once they are received by Zip. If you have not received notification of your refund (or have not received the refund) in 13 days, please contact the Zip Customer Experience who will look into the matter further for you.