TABLE OF CONTENTS

• Delivery Times
• Why Might My Card Be Delayed?
• I Haven't Received My Card
• Keeping You Updated

Once you've signed your loan agreement, we'll arrange for your card to be sent to you as quickly as possible.

Delivery Times

Your card will be delivered by Royal Mail.

• We aim for cards to arrive within 7–10 working days of your signed loan agreement being received.

• Working days do not include weekends or bank holidays.

Please be aware that delivery times may occasionally be longer due to postal delays, including any disruption to Royal Mail services.

When you receive your card you will need to Activate it and retrieve your pin number. You can find more information on this here: Using Your Prepaid Card 

Why Might My Card Be Delayed?

Sometimes our card supplier needs to carry out additional checks to help keep your account secure.

If this happens:

The Check

The supplier may temporarily pause the card order while they verify some information.

The Email

We'll contact you by email and explain exactly what information is needed.

Please remember to:

• Check your inbox regularly

• Check your junk or spam folder in case our email has been filtered

What You Need to Do

If we contact you, please reply as soon as possible with the information requested.

Your card cannot be issued until these checks have been completed.

I Haven't Received My Card

If your card hasn't arrived within 10 working days, please contact us.

We can check whether:

• Additional information is required

• The card supplier has requested further verification

• There are any other delays affecting your card delivery

Keeping You Updated

We understand how important it is to receive your card quickly.

In some cases, our card supplier may not be able to tell us exactly when their checks will be completed. If this happens, we'll keep you informed and let you know as soon as we receive an update.

Our priority is to get your card to you as quickly as possible while following the security checks that help protect your account.