Customer Support

Welcome to our customer support page! Here you can read the FAQ or reach out to us if you can't find the answer to your question.

Invoice

How is my invoice sent?

We send the invoice to the email address you provided when you made the purchases. In some cases we might have also sent the invoice to you by post. Since the invoice is sent to you when your order is shipped, it might take a few days until your receive your invoice.

You can always find your invoice by logging in to the AfterPay app or MyAfterPay.

I haven't received my invoice, what do I do?

Your invoice has not been sent yet

You will receive your invoice by email after the webshop has shipped your purchase. You can already see the registered purchase in the AfterPay app or in MyAfterPay after completing the purchase in the webshop.

The invoice email is marked as spam and did not make it to your inbox

Check you spam filter and make sure to mark emails from AfterPay as trusted to prevent this from happening in the future.

There is a typo in your email addres

The invoice is probably on its way to you by physical post. When we detect that the email has bounced, you will automatically receive an invoice by post. You can contact our Customer Service to share your correct email address with us.

Can I change the due date on my invoice?

Yes, you can*. Need a little more time to pay? You can use the Snooze function in the AfterPay app or MyAfterPay. This allows you to postpone your due date with 7 days, for free.

Login to the AfterPay app or MyAfterPay to snooze your invoice.

* Snoozing is not yet available for all purchases with AfterPay. We are enabling this at more webshops as we speak. Bear with us if you cannot yet snooze your invoice!

Payment

I received a reminder but I have paid my invoice, why?

Your payment was not yet processed when sending the reminder.

You will receive a payment confirmation email within 3 working days after we have processed your payment.

Did you pay more than 3 days ago?

Please send the details of your payment to klantenservice@afterpay.nl. We will work hard to locate your payment, after which you will receive a payment confirmation by email.


Please check if you have transferred the money to the right bank account number. This should be NL24ABNA0598152180 or NL50DEUT0265295750.

Is this not the bank account number you have used? Then perhaps you paid directly to the webshop. Please contact the webshop and ask them to transfer the money back to you or to inform us about the received payment.

Delivery and returns

How can I return my entire order?

Contact the shop from which you ordered to find out how to make a return. As soon as the merchant has informed us that the return has been processed, you will receive a confirmation e-mail.

You can also add the returned items to your invoice in AfterPay app or in MyAfterPay. Open the invoice, click the button 'Create return' and follow the steps. We will then extend the due date and update the invoice amount.

Have you not received a confirmation after 2 weeks? Please contact the shop to ask whether your return has arrived safely.

How can I return part of my order?

You only pay for items that you keep, including any shipping and service costs.

Contact the shop from which you ordered to find out how to make a return. As soon as the merchant has informed us that the return has been processed, you will receive a confirmation e-mail.

You can also add the returned items to your invoice in AfterPay app or in MyAfterPay. Open the invoice, click the button 'Create return' and follow the steps. We will then extend the due date and update the invoice amount. You can pay the remaining amount through the app, MyAfterPay, or use the payment information in the e-mail.

Have you not received a confirmation after 2 weeks? Please contact the shop to ask whether your return has arrived safely.

How can I return part of my order?

The most common reasons why the invoice amount is not as expected are:
incorrect processing of returned items, discounts in the order, or merchant return fees.

If you had a discount on your invoice, the amount of the credit voucher might be lower than expected. The difference has to be paid via bank transfer.

To get information about your specific return, please contact the shop.

How can I return part of my order?

After adding the returned items to your invoice in AfterPay app or MyAfterPay, the remaining amount is open for payment. You can pay directly through the app or MyAfterPay, or use the payment information in the e-mail. Once the return has been approved by the merchant, we will inform you.

If you returned your entire order, you most likely don't have anything left to pay. However, some merchants add a return fee. To know what applies to your return, open the invoice in AfterPay app or MyAfterPay, or check the confirmation e-mail.

Can I adjust or cancel my return?

We will send you an information e-mail if your return is not processed in time. Then please contact the shop to get information about the status on your return. In case the merchant needs extra time to process your return, contact our customer service to get help putting your invoice on hold.

Can I get an extension of my payment date when I make a return?

You can only add a return to your invoice before it's scheduled for payment.

Due to technical limitations, we only allow 1 return per invoice. If you already added a return to the invoice a second is not available.

As long as you follow the merchant's return policy, you can still make a return through them. Once we get notified by the merchant, we will come back to you with updated payment information. If you have already paid for the order in full, we will transfer the excess amount back to you within the next days.

Why can't I add a return in AfterPay app or MyAfterPay?

You can only add a return to your invoice before it's scheduled for payment.

Due to technical limitations, we only allow 1 return per invoice. If you already added a return to the invoice a second is not available.

As long as you follow the merchant's return policy, you can still make a return through them. Once we get notified by the merchant, we will come back to you with updated payment information. If you have already paid for the order in full, we will transfer the excess amount back to you within the next days.

Why was my return rejected by the merchant?

Please make sure you follow the merchant's return policy. Some merchants have special terms which don't allow a return at certain conditions.

If you do not agree with the decision from the merchant, please contact our Customer Service. We can take a look at it together. No promises made there...

Login to AfterPay app & MyAfterPay

How do I login to the AfterPay app or MyAfterPay?

Login to the AfterPay app

All you need to login to the app is your email address. Open the app, enter the email address linked to your AfterPay purchases and we will send you a login link. No more remembering passwords and pin codes. After your first login, you can access the app even quicker with Face ID or Touch ID.

Login to MyAfterPay by email

You can login to MyAfterPay with your email address. Request a login link and you will immediately receive a unique and encrypted link to login to MyAfterPay.

Login to MyAfterPay by password

Go to Create account and enter you email address to create a password. You will now receive an email with a unique link to create a new password.

Wachtwoord vergeten?

Forgot your password? Go to Reset password. We will send you a link that allows you to create a new password.

How do I login to the AfterPay app or MyAfterPay?

Login to the AfterPay app

All you need to login to the app is your email address. Open the app, enter the email address linked to your AfterPay purchases and we will send you a login link. No more remembering passwords and pin codes. After your first login, you can access the app even quicker with Face ID or Touch ID.

Login to MyAfterPay by email

You can login to MyAfterPay with your email address. Request a login link and you will immediately receive a unique and encrypted link to login to MyAfterPay.

Login to MyAfterPay by password

Go to Create account and enter you email address to create a password. You will now receive an email with a unique link to create a new password.

Wachtwoord vergeten?

Forgot your password? Go to Reset password. We will send you a link that allows you to create a new password.

How can I change the (personal) information in my profile?

Please contact our customer service and let us know about the changes. We will adapt the profile information for you.

Flex

What is AfterPay Flex?

AfterPay FLEX is a flexible installment payment method, in which you only have to agree a written installment contract with us once. Afterwards you can add further invoices to the installment agreement and adjust the monthly installment amount.

Why was my Flex application not approved?

There are a few possible reasons to why we are not able to offer you Flex at the moment:

- Mismatch of personal details between the ones provided in your application and your bank.
- Technical issues currently preventing us from handling your Flex application.
- Results from BKR check*, PEP and sanctions test** and credit check.

If the results from the BKR check, PEP & sanctions test and credit checks did not come through, there is unfortunately nothing we can do to change your result, we are unable to offer you Flex at this time.
For other reasons we encourage you to try again or reach out to our customer support for help, we are happy to hear from you.

*The Bureau Krediet Registratie (BKR) keeps records of private parties that have taken out credit (i.e. loans). If you apply for a credit with us, we are required to check whether you are registered with the BKR. That way we have a better understanding of whether you can afford the loan you are applying for.

** We are required to perform a politically exposed person (PEP) and sanction check when you apply for a credit with us. That is to prevent money laundering and terrorist financing as well as to identify PEPs that need to be treated with particular care.

Chat with us

Open chat

Chat hours:
Our chat is always open and ready to help.
To chat with an agent, Monday - Thursday 08.00-17.00.

You can use the form below to send us an email

Call us

020 7 230 270

Phone hours

Phone hours
Time
Monday - Friday
9:00 - 18:00 h
Saturday - Sunday
Closed