Shoppers FAQ

HeidiPay is a service offered by your merchant allowing you to split the cost of your purchase - whether in store or online - into up to 24 monthly payments.

Paying with HeidiPay is easy and takes less than a minute. All you need is your mobile phone and a credit or debit card. No need to register or download an app and your payment plan is approved instantly.

How it works - online

1. Select HeidiPay at the merchant checkout

Shop in your favourite online store, add your items to the basket, then select "pay in instalments with HeidiPay" at checkout.

2. Select your payment plan duration

Depending on the merchant, you can choose to split your purchase into 3 to 24 monthly instalments. Once selected, your payment plan will be displayed.

3. Enter personal and card details

You can use your preferred credit or debit card.

How it works – in store

1. Inform the sales assistant

Shop in your favourite store and let the sales assistant know that you want to pay with HeidiPay.

2. Click on the link sent by the sales assistant

You will receive a link via SMS. Click on it to proceed with your order on your mobile phone.

3. Select your payment plan duration

Depending on the merchant, you can choose to split your purchase into 3 to 24 monthly instalments. Once selected, your payment plan will be displayed.

4. Enter personal and card details

You can use your preferred credit or debit card.

For large amounts only (usually > 1'000.-):

For high value purchases, it is also necessary to verify your identity. Follow the instructions on the screen. You will be asked to use your mobile phone to take a photo of your ID and a selfie. This verification usually takes between 1 and 2 minutes.

In any shop that is part of HeidiPay’s partner network. We are constantly expanding our partner network which means more and more merchants will be able to offer our service over time.

HeidiPay is available to businesses offering any type of product or service. If your favourite shop is not yet offering HeidiPay, please let us know and we will make sure to add it to our partner network.

Recommend a shop

You need to be minimum 18 years old to use HeidiPay, but some merchants may set the limit to a higher age.

You don't need to pre-register or download an app for your first purchase with HeidiPay. We will automatically create an account for you when you make your first purchase. Your username and password will then be sent to you by email.

To buy something with HeidiPay simply select HeidiPay at the checkout of your favourite retailer’s webshop and use your credit or debit card to confirm the payment.

Keep in mind that for your first purchase with HeidiPay you need to have:

• A valid credit or debit card
• A verifiable ID

If your order is damaged or incomplete, your delivery is late, or for any other queries regarding your order, please get in contact with the merchant directly.

The merchant's contact details are usually available on their website and/or in the order confirmation email.

Please check the merchant's return policy or contact them directly if you need help.

Once the merchant has approved your return, HeidiPay will process your refund within 14 days. You will receive a confirmation email and you can check your refund status in the "Orders" section in the HeidiPay portal.

Please note that depending on the bank or card issuer, it may take up to 10 working days for the funds to appear in your account.

Once the merchant has approved your return, HeidiPay will process the refund within 14 days. In the event of a full refund all future scheduled payments will be cancelled, and any amount already paid will be credited back to your card. In the event of a partial refund, future scheduled payments will be cancelled until the partial refund amount has been matched by the sum of the cancelled future payments. Should the partial refund amount exceed the sum of all future payments then the remainder amount will be credited back to your card.

You will receive a confirmation email and you can check your refund status in the “Orders” section in your HeidiPay portal.

Please note that depending on the bank or card issuer, it may take up to 10 working days for the funds to appear in your account.