My card was stolen – what should I do?
Q Mastercard Holders: Call us immediately on 0800 119 100 from NZ or +64 9 580 7399 from overseas and follow the voice prompts to cancel your card. If you cannot call us please go to “My Account” and fill out our online form to cancel your card. Q Card Holders: Contact us on 0800 […]
My Card has expired, how do I get a new one?
Your card expires every 3 years at the end of the month indicated on the front of your card. For example, if your expiry date is 01/26 your card will expire on 31 January 2026. If your card has expired and you have not received your renewal card please contact our Customer Services team to […]
If I haven’t received my order do I still need to make repayments?
Yes, our finance agreement with you is separate to your purchase agreement with the retailer who you purchased goods/made an order through. Unfortunately, that means you still required to make repayments to us and will need to follow up the retailer separately.
How do I opt out from marketing mail?
To unsubscribe from the Q Mastercard or Q Card mailing list please phone our Customer Service Centre on 0800 117 000 or email us at [email protected]
How do I make a payment arrangement?
To discuss a payment arrangement please phone our Collections team on 0800 499 299, Monday-Friday 8.30am to 5.00pm.
How do I lodge a complaint?
If you wish to lodge a complaint, please contact us by email to [email protected] or phone 0800 119 100 or +64 9 580 7399. If we cannot resolve the complaint to your satisfaction, you may contact Financial Services Complaints Limited (FSCL), an independent Financial Ombudsman service approved by the Minister for Consumer Affairs. You will […]
How do I get a new card?
If your card has been lost, stolen or damaged and can no longer be used: Q Card Holders: Please phone our Customer Service centre on 0800 117 000 to have your Card cancelled and a new Card issued. Q MasterCard Holders: You can request a replacement card via the mobile app, My Account or by […]
How do I dispute a Long Term Finance Purchase?
If you wish to dispute a Long Term Finance transaction (eg: you believe you have been charged an incorrect amount, have had an incorrect Long Term Finance term loaded, have faulty goods, no longer wish to take possession of the item or the goods have not been delivered), you will need to contact the retailer […]
How do I contact you?
View our contact methods here
How do I close my account?
Q Mastercard: You may request to close your account at any time. Please keep in mind that your Account must have a zero balance in order for it to be closed. This means that you need to ensure that all outstanding balances are paid including purchases on Delayed Delivery or other Long Term Interest Free […]
