Lay-Buy Terms
Lay-Buy Terms
— Payment Plan Details —
We know that commissioning a memorial is a meaningful decision — and not always one that fits neatly into a single payment. Lay-Buy was introduced so that more families could choose to honour their companion in a way that suits them, without compromise.
This page sets out exactly how Lay-Buy works at The Soft Hours, so there are no surprises along the way. If anything here is unclear, please reach out — we're always happy to walk you through it.
How Lay-Buy Works
Lay-Buy is a flexible payment option available for our Wool Felt Pet Portraits, Wool Felt Pet Sculptures, and Memory World memorials. It allows you to spread the cost over multiple instalments, while Amy begins working on your piece from the moment your down payment is received and your photos have been shared.
Lay-Buy is provided by Lay-Buy Financial Solutions Pty Ltd (trading as lay-buys.com), and processed through PayPal. A PayPal account is required — if you don't already have one, you'll be guided to create one during checkout.
Payment Structure
- Down payment: Choose 30%, 40%, or 50% of your order total at checkout.
- Instalments: The remaining balance is split across 1 or 2 monthly instalments — you choose what works for you.
- Automatic payments: Once your down payment is made, all remaining instalments are automatically debited from the card linked to your PayPal account on the same date each month. No manual action is needed on your part.
- Notifications: PayPal sends an email confirmation for each successful payment, so you always know where you stand.
Fees & Interest
No interest is charged. No late fees. No ongoing fees.
The only additional cost is a one-time 1.9% admin fee, charged by Lay-Buys (not The Soft Hours) at the time of your down payment. This fee is calculated on your order total and is non-refundable, as it is paid directly to Lay-Buys for processing.
Example plans across our collection:
| Product | Plan | Today | Per Instalment | Admin Fee |
|---|---|---|---|---|
| Wool Felt Pet Portrait — from $309 | ||||
| 50% down, 2 months | $154.50 | $77.25 × 2 | $5.87 | |
| Wool Felt Pet Sculpture — from $649 | ||||
| 50% down, 2 months | $324.50 | $162.25 × 2 | $12.33 | |
| Sculpture + Memory World — $998 | ||||
| 50% down, 2 months | $499.00 | $249.50 × 2 | $18.96 | |
Admin fee is paid once at checkout and applies regardless of plan chosen. Examples shown at starting prices — your actual total may vary based on options selected.
Creation & Delivery Timeline
Because each piece is handcrafted to order, the timeline differs slightly from a standard purchase:
- Creation begins on your first deposit. As soon as your down payment clears, we'll reach out to gather your pet's photos. Once received, Amy begins handcrafting your piece.
- Your final review happens once the piece is complete. We'll send you photos for your approval — if anything needs adjusting, Amy will make it right before dispatch.
- Dispatch happens after your final instalment is received. In accordance with Lay-Buys' policy, your completed piece is packed and shipped (insured, tracked, free across Australia) only after your full balance has been paid.
For most customers choosing the 2-month plan, the final payment naturally aligns with the completion of the piece — meaning no additional wait beyond the standard production timeline.
Settling Your Balance Early
You can pay off your remaining balance at any time and receive your piece as soon as it's complete. Simply email us at hello@thesofthours.com.au and we'll revise your payment plan through the Lay-Buy app.
You'll receive an email from Lay-Buys with a secure payment link to settle the balance via PayPal. Once received, your remaining scheduled instalments are automatically cancelled, and your piece will be dispatched as soon as it's complete.
Viewing Your Payment Plan
You can view your Lay-Buy payment plan at any time inside your PayPal account:
- Log into PayPal
- Go to Settings → Payments → Automatic Payments
- Select The Soft Hours from your list of merchants
Here you'll see all scheduled payments, the linked payment method, and the option to update your card details if needed.
Missed or Failed Payments
If a scheduled instalment fails (for example, due to an expired card or insufficient funds), PayPal will automatically retry the payment up to two more times, with five days between each attempt. PayPal will email both you and us as soon as a payment is missed, giving you time to update your payment details or top up funds.
If you need help catching up:
If your card has expired, log into PayPal and update your linked payment method (Settings → Payments → Automatic Payments). The next retry will then process automatically.
If your circumstances have changed and you need more time, please email us at hello@thesofthours.com.au before the next retry. We can issue a manual invoice for the missed payment, or work with you on an adjusted schedule. We treat each commission personally — we'd much rather have a conversation than see your order lapse.
Cancellation
Our cancellation policy is the same whether you pay in full or use Lay-Buy. Because every piece is custom-made to your pet, our cancellation rules are tied to when Amy begins handcrafting your piece — the stage at which materials are committed and work begins.
Before Amy begins handcrafting:
- You can cancel by emailing hello@thesofthours.com.au.
- We'll refund instalments paid to date, less a $100 cancellation fee to cover materials reserved and time allocated to your commission.
- The 1.9% Lay-Buys admin fee is paid directly to Lay-Buys and is non-refundable on their end.
- Your remaining scheduled instalments are automatically cancelled in PayPal.
- Refunds are processed via PayPal within 14 days.
After Amy begins handcrafting:
- Because materials have been committed and handcrafting has begun specifically for your pet, we are unable to accommodate cancellations at this stage.
- Remaining Lay-Buy instalments will continue to be collected as scheduled, and your completed piece will be delivered once final payment is received.
- If you have concerns at any stage, please reach out — minor adjustments to landscape elements (for Memory World pieces) may still be possible during assembly.
For full details on our cancellation policy, refunds for damaged items, and craftsmanship concerns, please see our Refund Policy.
Your statutory rights under Australian Consumer Law remain unaffected. If a piece is delivered with a major defect in craftsmanship, our standard warranty and consumer guarantees apply.
What You'll Need
- A PayPal account (free to create at checkout if you don't have one)
- A valid debit or credit card linked to your PayPal account
- Sufficient funds available on the scheduled instalment dates
Questions?
If anything about Lay-Buy is unclear, or if you'd like to discuss whether it's the right option for your commission, please email us at hello@thesofthours.com.au. We respond personally to every message — usually within 24 hours.
"Whichever way you choose to begin — whether all at once, or step by step — every piece is made with the same quiet care."
— AMY
