We hope you find everything you need here, if not you can always chat live to one of our lovely advisors who will be happy to help.
Frequently asked questions
- Where can you ship to?
- We ship to loads of different places including Andorra, Austria, Belgium, Bulgaria, Canada, Chile, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hong Kong, Hungary, Iceland, India, Israel, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Mexico, Monaco, Morocco, Netherlands, Norway, Peru, Poland, Portugal, Romania, Singapore, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, Ukraine, United Arab Emirates and the United States (just a few places then)
- Our UK customers can shop at www.very.co.uk
- Why doesn't Web Chat work for me?
- We're sorry to hear you're having problems using our Web Chat service. One of the reasons why you can't access the service could be because your 'pop-up' blocker isn't disabled. Click here for a useful guide on how to overcome this issue.
- If this hasn't resolved the issue then please drop us an email at enquires@very.com.
- I can't wait for my parcel, how long will it take?
- We try our very best to ship all parcels within 10 working days. When you place your order we'll email to tell you when we should ship your parcel by. Click here for a handy little table of countries we ship to and how long it should take.
- Although we try our best at all times, sometimes we just can't meet this timescale. Certain things, like airline strikes or really bad weather, are out of our control but if we know that your order's going to be delayed because of us, we will tell you right away.
- How much does it cost?
- Our shipping varies by country. The price you pay will be the same whatever you order and you'll be able to see it clearly when you place your order. Click here
for a table of all the countries we ship to, how much it will cost and how long it should take.
- What are your shipping options?
- We offer just one standard (but brilliant!) shipping service. There's no option for next day shipping or an express service at the moment but we're working on it and hope to offer this to you very soon.
- Has my parcel been sent out yet?
- We'll send you an email when your parcel is on its way to you. If you want to see where it is up to on its journey you can track your parcel via my account.
- Do you ship to business addresses?
- No problem at all! We can ship to any alternative address that you tell us when you order. Just pop in your alternative shipping address in checkout and choose it to ship to it will save to your address book for next time, easy peasy!
- Do I need to sign for my parcel?
- Most our items won't need a signature. If you do order something that needs signing for, we'll tell you when you place your order.
- What happens if I'm out when you ship?
- We know you can't always wait around for your parcel to arrive. If you're not at home our lovely courier will leave a card with details of how you can collect your parcel or a number to call to re-arrange. If you have given us instructions to leave your parcel with a neighbour or in a safe place then they'll do so!
- Do you ship to Post Office boxes or Freight Forwarding addresses?
- Yes we do! If you'd like to do this, please enter all the details at the checkout.
- How much are the duties and taxes that I will have to pay?
- There is no customs duty or taxes for goods shipped within the European Union (EU). Outside the EU, these charges are the responsibility of our customers. The limits and charges vary by country, please check with your local customs office for further information.
- Can I track my order?
- Yes you can. Just log into 'my account' and you can find out everything you need to know.
- What happens if my items are shipped separately?
- Sometimes we do this so we don't have to delay your order or if the items are coming from different warehouses. Don't worry though, you'll only be charged once for shipping!
- What happens if an item is missing from my order?
- Please check your advice note, some of your items may be arriving separately. If you're still not sure, please click here
to email us or here
to live web chat with one of our advisors.
- What do I do if there is a problem with my shipping?
- Just log in and track your parcel via 'my account', your items may be just around the corner. If you still think there's a problem please click
here to email us or here to live web chat with one of our advisors.
- Where is my order?
- Have a look at the order confirmation email we sent to you when you placed your order, which will tell you when you should expect to receive your item.
- You can also log into My Account and see if your parcel has been despatched. Click here
to sign into your account.
- Or is all else fails, email us and let us know, we will get back to you as soon as possible!
- What is your returns policy?
- Our Approval Guarantee means that unused goods may be returned to us within 28 days of receipt for a refund of the purchase price. The product should be returned to us complete, unused, in its original packaging with any security tags intact. Please return the product to us as early as possible to ensure that it reaches us within 28 days of you receiving it. If you want a replacement product, you'll need to place a fresh order.
- How do I return a product?
- It's really simple - just put your item(s) you want to return back into the bag it was shipped in, identify the item(s) on the advice note and place this in the bag too. Securely fasten the parcel (it's got a long way to go), then finally stick our returns address label on the front.
- Now all you need to do is take it to your local postal service provider.
- How long will it take for me to receive my refund?
- Just return the product as quickly as you can to ensure that we can refund you as soon as possible. As soon as we receive your return, we'll process the refund by your chosen payment method and send you an email to let you know it's been done.
- Please note that refunds can take up to 28 days to complete after we authorise them.
- My refund is incorrect. How do I sort this out?
- We're so sorry if we've made a mistake with your refund. If this is the case, please email us or chat live with a customer care advisor and we will try and sort this out as soon as possible.
- Please note that you are not entitled to a refund of the shipping charge unless:
- The goods are faulty or
- You are a customer in the European Union (EU) and you cancelled your purchase under the Distance Selling Regulations.
- Also note that if your order was sent to a destination outside the EU then we will be unable to refund any customs duty or sales tax incurred. However, you may be able to recover these by contacting your local customs office directly.
- How do I cancel a product purchase under the Distance Selling Regulations?
- If your order was placed and shipped in the European Union, you have the right (under the Distance Selling Regulations) to cancel your purchase by giving us written notice within 7 working days of receiving the goods. Simply email us to let us know within 7 days and remember to include your order reference number. You will be responsible for keeping reasonable care of the goods and for returning them to us at your own cost. We will refund you the purchase price and also the shipping charge (where all the items in the order have been cancelled) by the original payment method.
- How can I pay for my order?
- All payment details are taken when you place your order and charged when we despatch your parcel. We accept payment by American Express, Visa credit and debit cards, MasterCard credit cards plus PayPal and Neteller E Wallet.
- For more details on how to pay by PayPal, please click here
.
- For more details on how to pay by Neteller, please click here
- All payments are subject to validation and authorisation by us and the payment issuer, to maintain security and prevent fraud.
- The payment option I have chosen has not been accepted?
- If your payment has not been authorised, payment will not be taken, and we'll email to let you know that your payment issuer wouldn't authorise your transaction with us.
- We suggest you choose an alternative payment option. Please remember that even if a payment isn't authorised, some payment issuers may still reserve the money, meaning you can't use it for a short period. Unfortunately, this is outside of our control.
- Which currencies can I use to pay for my order?
- You can pay using US Dollars, British Pound Sterling, or Euros. First time visitors will see our prices in US Dollars, if you wish to pay by an alternative currency, please click the change currency button at the top of the page, select your preferred currency and all of your prices will be displayed in that currency.
- What size should I order?
- Please check our handy size guides, to make sure we send you the right size. Click here for our women's, means and footwear size guides.
- Do I need to register to shop with you?
- Yes. Registering will let you order without having to fill in your personal and shipping details every time you shop with us (which is always a bit time consuming!), plus registering will give you additional benefits such as order tracking, regular email newsletters (you can ask us not to send these if you prefer), and special offers.
- Can I cancel or amend my order?
- Unfortunately once you've placed your order we can't change it; this includes changing the size, colour of an item, removing an item, changing the shipping address or any payment methods.
- Customers living in the EU can cancel under the Distance Selling Regulations. Please follow these rules carefully to comply with the terms of the regulations.
- How do I get in touch with you?
- We hope you have an amazing time shopping with very.com, but we realise that from time to time things can go wrong (that's life!) , or you need more information before placing your order. In our help section, we have answered the questions our customers most commonly ask.
- If you can't find the answer you're looking for, then our Customer Care Team are here to help 7 days a week from 7am to 11pm British time. Simply email them or click here
to answer your emails.
- We try our best to respond to your emails within 8 hours of receiving them but it may take a little longer sometimes (sorry!) Our standard response time is up to 24 hours.
-
Our web chat team are here 24 hours a day, click on the web chat icon at the top of the page to chat to one of our lovely advisors.
- Are my details secure when I shop with you?
- Very.com takes the security of your details very seriously. We use industry standard encryption methods to deter would be hackers. 'Encryption' turns your information into a special code that only Very.com computers can unscramble. Click here
to link to our full privacy policy.
- How do I make a complaint?
- First of all we're sorry that you're not happy with our service! Please give us the details of what went wrong and we will do our best to put things right.
- If this is the first time you have contacted us about this issue, please click on the Contact Us button below, simply send us an email or click here to chat with our customer care team live via web chat. Our email team are here 7 days a week from 7am to 11pm British time. Our web chat team are here 24 hours a day 7 days a week.
Ordering
- Can I track my order?
- Yes you can. Just log into 'my account' and you can find out everything you need to know.
- What happens if my items are shipped separately?
- Sometimes we do this so we don't have to delay your order or if the items are coming from different warehouses. Don't worry though, you'll only be charged once for shipping!
- What happens if an item is missing from my order?
- Please check your advice note, some of your items may be arriving separately. If you're still not sure, please click here to email us or here to live web chat with one of our advisors.
- Where is my order?
- Have a look at the order confirmation email we sent to you when you placed your order, which will tell you when you should expect to receive your item.
- You can also log into My Account and see if your parcel has been despatched. Click here to sign into your account.
- Or is all else fails, email us and let us know, we will get back to you as soon as possible!
- How can I pay for my order?
- All payment details are taken when you place your order and charged when we despatch your parcel. We accept payment by American Express, Visa credit and debit cards, MasterCard credit cards plus PayPal and Neteller E Wallet.
- For more details on how to pay by PayPal, please click here.
- For more details on how to pay by Neteller, please click here.
- All payments are subject to validation and authorisation by us and the payment issuer, to maintain security and prevent fraud.
- The payment option I have chosen has not been accepted?
- If your payment has not been authorised, payment will not be taken, and we'll email to let you know that your payment issuer wouldn't authorise your transaction with us.
- We suggest you choose an alternative payment option. Please remember that even if a payment isn't authorised, some payment issuers may still reserve the money, meaning you can't use it for a short period. Unfortunately, this is outside of our control.
- Which currencies can I use to pay for my order?
- You can pay using US Dollars, British Pound Sterling, or Euros. First time visitors will see our prices in US Dollars, if you wish to pay by an alternative currency, please click the choose currency button at the top of the page, select your preferred currency and all of your prices will be displayed in that currency.
- What size should I order?
- Please check our handy size guides, to make sure we send you the right size. Click here for our women's, mens and footwear size guides.
- Do I need to register to shop with you?
- Yes. Registering will let you order without having to fill in your personal and shipping details every time you shop with us (which is always a bit time consuming!), plus registering will give you additional benefits such as order tracking, regular email newsletters (you can ask us not to send these if you prefer), and special offers.
- Can I cancel or amend my order?
- Unfortunately once you've placed your order we can't change it; this includes changing the size, colour of an item, removing an item, changing the shipping address or any payment methods.
- Customers living in the EU can cancel under the Distance Selling Regulations. Please follow these rules carefully to comply with the terms of the regulations.
Shipping
- Where can you ship to?
- We ship to loads of different places including Andorra, Austria, Belgium, Bulgaria, Canada, Chile, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hong Kong, Hungary, Iceland, India, Israel, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Mexico, Monaco, Morocco, Netherlands, Norway, Peru, Poland, Portugal, Romania, Singapore, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, Ukraine, United Arab Emirates and the United States (just a few places then)
- Our UK customers can shop at www.very.co.uk
- I can't wait for my parcel, how long will it take?
- We try our very best to ship all parcels within 10 working days. When you place your order we'll email to tell you when we should ship your parcel by. Click herefor a handy little table of countries we ship to and how long it should take.
- Although we try our best at all times, sometimes we just can't meet this timescale. Certain things, like airline strikes or really bad weather, are out of our control but if we know that your orders going to be delayed because of us, we will tell you right away.
- How much does it cost?
- Our shipping varies by country. The price you pay will be the same whatever you order and you'll be able to see it clearly when you place your order. Click here for a table of all the countries we ship to, how much it will cost and how long it should take.
- What are your shipping options?
- We offer just one standard (but brilliant!) shipping service. There's no option for next day shipping or an express service at the moment but we're working on it and hope to offer this to you very soon.
- Has my parcel been sent out yet?
- We'll send you an email when your parcel is on its way to you. If you want to see where it is up to on its journey you can track your parcel via my account.
- Do you ship to business addresses?
- No problem at all! We can ship to any alternative address that you tell us when you order. Just pop in your alternative shipping address in checkout and choose it to ship to it will save to your address book for next time, easy peasy!
- Do I need to sign for my parcel?
- Most our items won't need a signature. If you do order something that needs signing for, we'll tell you when you place your order.
- What happens if I'm out when you ship?
- We know you can't always wait around for your parcel to arrive. If you're not at home our lovely courier will leave a card with details of how you can collect your parcel or a number to call to re-arrange. If you have given us instructions to leave your parcel with a neighbour or in a safe place then they'll do so!
- Do you ship to Post Office boxes or Freight Forwarding addresses?
- Yes we do! If you'd like to do this, please enter all the details at the checkout.
- How much are the duties and taxes that I will have to pay?
- There is no customs duty or taxes for goods shipped within the European Union (EU). Outside the EU, these charges are the responsibility of our customers. The limits and charges vary by country, please check with your local customs office for further information.
- Can I track my order?
- Yes you can. Just log into 'my account' and you can find out everything you need to know.
- What happens if my items are shipped separately?
- Sometimes we do this so we don't have to delay your order or if the items are coming from different warehouses. Don't worry though, you'll only be charged once for shipping!
- What happens if an item is missing from my order?
- Please check your advice note, some of your items may be arriving separately. If you're still not sure, please click hereto email us or here to live web chat with one of our advisors.
- What do I do if there is a problem with my shipping?
- Just log in and track your parcel via 'my account', your items may be just around the corner. If you still think there's a problem please click hereto email us or here to live web chat with one of our advisors.
- Where is my order?
- Have a look at the order confirmation email we sent to you when you placed your order, which will tell you when you should expect to receive your item.
- You can also log into My Account and see if your parcel has been despatched. Click hereto sign into your account.
- Or is all else fails, email us and let us know, we will get back to you as soon as possible!
Returns Help
- What is your returns policy?
- Our Approval Guarantee means that unused goods may be returned to us within 28 days of receipt for a refund of the purchase price. The product should be returned to us complete, unused, in its original packaging with any security tags intact. Please return the product to us as early as possible to ensure that it reaches us within 28 days of you receiving it. If you want a replacement product, you'll need to place a fresh order.
- Free US returns
- We're sorry to hear that you're not totally satisfied with the item(s) you have ordered. To arrange a return just visit www.veryreturns.com and follow the simple instructions on the screen
- If you have any questions then please contact one of your lovely advisors either via web chat or at enquiries@very.com
- Free US returns
-
We're sorry to hear that you're not totally satisfied with the item(s) you have ordered. To arrange a return just visit www.veryreturns.com and follow the simple instructions on the screen
If you have any questions then please contact one of your lovely advisors either via web chat or at enquiries@very.com
- How do I return a product?
- It's really simple - just put your item(s) you want to return back into the bag it was shipped in, identify the item(s) on the advice note and place this in the bag too. Securely fasten the parcel (it's got a long way to go), then finally stick our returns address label on the front.
- Now all you need to do is take it to your local postal service provider.
- How long will it take for me to receive my refund?
- Just return the product as quickly as you can to ensure that we can refund you as soon as possible. As soon as we receive your return, we'll process the refund by your chosen payment method and send you an email to let you know it's been done.
- Please note that refunds can take up to 28 days to complete after we authorise them.
- My refund is incorrect. How do I sort this out?
- We're so sorry if we've made a mistake with your refund. If this is the case, please email us or chat live with a customer care advisor and we will try and sort this out as soon as possible.
- Please note that you are not entitled to a refund of the shipping charge unless:
- The goods are faulty or
- You are a customer in the European Union (EU) and you cancelled your purchase under the Distance Selling Regulations.
- Also note that if your order was sent to a destination outside the EU then we will be unable to refund any customs duty or sales tax incurred. However, you may be able to recover these by contacting your local customs office directly.
- How do I cancel a product purchase under the Distance Selling Regulations?
- If your order was placed and shipped in the European Union, you have the right (under the Distance Selling Regulations) to cancel your purchase by giving us written notice within 7 working days of receiving the goods. Simply email us to let us know within 7 days and remember to include your order reference number. You will be responsible for keeping reasonable care of the goods and for returning them to us at your own cost. We will refund you the purchase price and also the shipping charge (where all the items in the order have been cancelled) by the original payment method.
- What size should I order?
- Please check our handy size guides, to make sure we send you the right size. Click here for our women's, means and footwear size guides.
- Do I need to register to shop with you?
- Yes. Registering will let you order without having to fill in your personal and shipping details every time you shop with us (which is always a bit time consuming!), plus registering will give you additional benefits such as order tracking, regular email newsletters (you can ask us not to send these if you prefer), and special offers.
- Can I cancel or amend my order?
- Unfortunately once you've placed your order we can't change it; this includes changing the size, colour of an item, removing an item, changing the shipping address or any payment methods.
- Customers living in the EU can cancel under the Distance Selling Regulations. Please follow these rules carefully to comply with the terms of the regulations.
