FAQs

SHOPPING INFORMATION

How Does The Website Work?

It’s simple to go shopping with Your Comforts – you’re just 4 steps away to receiving your goods.

  1. Browse and select your items – Select online from our huge range of household products from some of the leading manufacturers and pop them in your basket.
  2. Complete a short loan application – At the checkout you can choose to apply for a loan to spread the cost of buying the goods. Just determine how long you would like to repay based on the monthly costs.
    You will then be transferred to Conduit to complete a short loan application, they will check your identity and undertake a credit search so that you will receive a decision.
  3. Arrange for your goods to be delivered – Finally, you will receive a link to simply confirm you are happy with your order. You’ll receive a phone call from us to arrange your delivery at a time to suit you.

Can You Take My Old Bed Away?

Unfortunately we can’t remove mattresses, bed frames, divans or other furniture.

How Should I Prepare For My Delivery?

We recommend that you make sure there is enough space for your new product to go in- however, if you are replacing something that you already have – we recommend that you do not throw away or recycle that item until you have checked that the product you’ve received is correct and in working order.

Do I need to take out insurance for my items?

It is always recommend that everyone has the protection of contents insurance, but you won’t be required to buy it.

APPLYING FOR A LOAN

Am I eligible for a Loan from Five Lamps?  

Firstly to be eligible for a loan you must:

  • Be over 18 years old.
  • Have a Valid UK bank account.
  • Not previously declared bankrupt.
  • Have a regular household income of over £10,000 per annum.
  • Agree to a credit check and having loan repayments collected each month by Direct Debit.

I’ve never heard of Five Lamps – who are they?

Conduit are a responsible lender offering fair and affordable personal loans and who present an alternative solution to high cost credit.

We are a very different kind of lender.
We’re not just a loan maker. Conduit are a wholly owned subsidiary of Five Lamps, a social enterprise which offers services to create opportunities and transform lives.

As a Community Development Financial Institution (CDFI), we take our responsibilities and commitment to our customers and stakeholders very seriously. We are here to support individuals, families and communities by offering lower cost, affordable and flexible loans that best fit with the circumstances of each individual. Everyone is different and everyone has a different story. That’s why our team consider all applications regardless of credit history and you’ll be reassured to know that we are regulated and monitored by the Financial Conduct Authority.

And in partnership with the Money Advice Service, local authorities and community based agencies, we’re contributing to the long term financial sustainability of individuals and communities by being part of a network that builds financial strength, creates opportunities and improves the lives of many people.

How much can I borrow?

You can apply for a loan of between £100 and £1,000 and choose to spread the cost over 3 to 12 months. However, the most important thing is that you can afford the loan amount and the monthly repayments that you want to take on – so ensure you only borrow what you can afford – as we will also carefully check this as part of the loan decision.

How much does the loan cost?

A £500 Conduit loan over 52 weeks; total charge for credit £197.32; 52 repayments of £13.41 per week. Repay £697.32 at 99.8% APR (Fixed). Example taken from the Conduit website and correct at time of publishing (October 2019). In addition to interest saved, we charge no administration or hidden fees.

What information will I need to complete the loan application form?

You will need to have to hand a range of personal and employment information including; your National Insurance number, details of your income and at least 3 years address history.

Can I borrow if my credit record isn’t perfect?

As part of the application process a credit check will be undertaken to verify if you can afford the loan.

If you are already struggling to repay other credit, you are unlikely to be able to borrow from Conduit and should instead look to access support from agencies such as StepChange Debt Charity who can help with free independent debt advice.

Can I buy a second item before I have finished paying for the first item?

Every loan is checked for affordability each time you apply – so a second loan can be agreed if you can afford the payments, and you may be asked for your bank statements to prove this.

It is rare for a second loan to be considered when you have only just had a loan and will often require that you have repaid at least a third of your loan or made at least 3 months’ repayments.

Why do I have to have a bank account?

You will need a valid UK bank account with a debit card to be able to apply for a loan as we collect all repayments directly from your bank account.

DELIVERY INFORMATION

How Much Will Delivery Cost?

Delivery is free on all of our items, so the price you see is the total price of the item.

Why Am I Not Asked To Book Delivery?

We operate a very personal service, so when you order an item, we will ring you to book a delivery time that suits you best. Our standard delivery time is 2-3 days from the acceptance of your application.

When Will I Get My Order?

A loan credit check is normally a very quick process. As soon as this is done, your order will be passed back to us and we will contact you for delivery. You should receive your order within 2-3 days, though that may alter depending on the speed of credit check, stock availability and your ability to receive the delivery.

REPAYING YOUR LOAN

How do I repay my loan?

When your loan is approved you must make your repayments by Direct Debit. Conduit will automatically collect these payments from your bank account on the agreed dates as set out in your loan agreement.

All you need to do is make sure you have enough money in your bank account on the date your repayments are due.

What happens if I miss a repayment or have trouble paying?

If you are having or think you may have trouble repaying your loan on time, please contact Conduit straight away on 0300 111 0556.

If your repayment cannot be collected on the due date, you will be contacted to find out why the collection attempt failed and what can be done to help.

RETURNS

Can I Return My Purchase?

Yes. Within the Distance Selling Regulations, if you aren’t satisfied with your purchase for any other reason (excluding manufacturing faults or misdescribed products), and report this-in writing- within 14 days from the date of delivery, you will be given the option to return the product to us for a refund or exchange. Please email orders@yourcomforts.co.uk to arrange this.

You must make sure that the goods are undamaged, not used and adequately packed- it’s your responsibility to to return the product to us and to cover any associated costs.

How Can I Return a Product?

If there is a problem with your purchase, or you would like to return it, please email orders@yourcomforts.co.uk with the details of your purchase and what you would like to return. Please give a telephone number so a member of our customer support team can help.

Any unanswered questions? Contact Us