I’ve got a question about the status of my finance application
Please contact your retailer directly. You should be able to find their contact details on their web site or on an order confirmation email. We may also email you to advise you on the status of your application. We use the email address you provided on the application form but if you haven't received any emails from us, please check your junk and spam mail folders.
How do I amend my order?
Contact the retailer directly if you want to amend any part of your order, including delivery. You should be able to find their contact information on their website or an order confirmation email.
Why was my application declined?
Applications can be declined for a whole host of reasons. Unfortunately, we are not given the reason why a customer is declined for a credit application. The authorisation process is carried out by the finance company and Deko has no part in the decision. The decline message is sent to us by the lender, with no justification or explanation. If you wish to find out more please contact the lender directly. Their details can be found in the email you received from us confirming the lending decision.
I’m having problems uploading my proof of identity
You need to carefully follow the instructions on screen to upload your proof of identity image. You can use a smartphone camera to take a picture of your identity document, there's no need to have a scanner.
I’m having problems paying my deposit online.
Please carefully re-enter all your card details. Your card must be enabled for 3-D Secure for us to take payment online. Please note: Deko cannot take card payments over the phone or by any other means.
What is a credit search?
A credit search occurs when a third party investigates your credit report. They’re looking to see how you manage your credit now, and how you’ve managed it in the past. This search may then be recorded on your credit report for other third parties to see. This is useful to lenders because if you’ve made multiple applications for credit recently, it could suggest to them that you have an urgent need for credit which you may struggle to pay back. In order to offer the best accept rate for customers, the Deko platform may perform up to three searches.
We will always perform a search on behalf of the first lender, who offers the best representative APRs (annual percentage rate of interest). If this lender declines your application we may repeat the process with a second lender, and potentially a third lender as well. These searches could be a combination of ‘soft’ quotation searches (which do not remain on your report) and ‘hard’ credit searches (which do remain on your report). The type of search we perform is dependent upon the lender in question and their instructions to us based on their lending criteria.
What is a soft credit search?
A soft credit search allows potential lenders to check your credit report and leave only a ‘soft footprint’. ‘Soft footprints’ are invisible to other lenders but you can see them. A soft credit search’ will be recorded on your credit file, just like every other credit search, but importantly it will not be seen by other lenders, so by itself, it won’t affect their lending decision and it won’t affect your credit scores. You can perform ‘soft credit searches’ as frequently as you like and it still won’t affect your credit scores.
Our lenders use this soft credit search along with their credit scoring methods to check your creditworthiness and assess whether you would be successful if you applied for a credit card before you do so. If we have conducted a soft credit search on behalf of a lender for you and you do decide to apply, the lender will then conduct a further credit check which will be visible on your credit report to other lenders.
If the lender rejects my application to offer retail finance can you help?
Yes! We work with a number of lenders who all have different retailer acceptance criteria. Please contact our sales team for a quick decision in principle.
Is Deko secure?
Security is an important concern for both the consumer and the retailer during an online transaction. In reality, an online transaction is often more secure than a transaction in a shop or conducted over the telephone, as the information transmitted online is highly encrypted. Our finance gateway uses proven techniques to ensure the security and integrity of sensitive data.
Our public web servers are certified by Thawte, a leading Certificate Authority, ensuring that both the consumer and the retailer can have confidence that nobody can impersonate Deko to obtain confidential information. Data storage on Deko systems and the communication between Deko and our partner lenders networks is regularly audited to the highest standards to ensure a secure transaction environment. This includes regular third-party testing for vulnerabilities and reviews of application security and access control procedures.
If my application to offer credit to my customers is declined will I be charged anything?
We cannot provide our services to all businesses, either for legal, reputational or financial risk reasons. If, after our initial assessment of your application, we decline to offer you an account, no setup fee will be payable. If you're provisionally approved (e.g. approved subject to satisfactory outcome of FCA authorisation, company credit search, accounting thresholds and our standard Know Your Customer (KYC) checks) and we begin processing your application the setup fee will be payable in full and is non-refundable.
What are the criteria to sign up as a merchant?
We provide finance solutions for businesses of all sizes. We require that you have an annual turnover of at least £1,000,000, you trade profitably and that you have been trading for at least 1 year.
How long does it take to set up and start trading?
You can be up and running in just a few days if we get the required documentation quickly. We check out your business: Including FCA authorisation, credit search, accounting thresholds and our standard KYC checks. Get you get up with a test account: You can familiarise yourself with the system and train your staff whilst your account is being set up. Integrate with your sales channel: We'll give you all the tools and guides you need to get up and running online, in-store, on the phone and on mobile. Get in touch and we'll talk you through the process in more detail.
If you have a question relating to a purchase of a product you will need to contact your retailer.
Any questions relating to Deko you can find answers here in our FAQ’s. If you cannot find the answer to your question, contact our support team at: