Need Help?

Whether you've forgotten your password, need help ordering or have a specific question about delivery or returns, we're here to ensure you get the most out of shopping with Very.co.uk.

What are my delivery options?

For all our delivery and return options plus charges click here.

How do I track my order?

Tracking your order is really easy. Simply follow these steps:

  1. Log in to 'My Account'.
  2. Select the 'Recent Orders' tab.
  3. Find your parcel, then click 'Track Parcel' to reveal the latest information on your order status.
  4. If your item is being delivered by Yodel, Arrow XL or Royal Mail you’ll see an icon that will take you direct to their website, once your item has been despatched.
  5. You’ll be able to get up to date tracking information and make amendments to your delivery.

If the link does not appear this could be because the item isn’t ready for delivery yet, or it could be coming direct from a supplier.

How can I change my delivery date, time or delivery address?

We can’t guarantee a change in delivery, but you can try using the link to the carrier website in the Track Parcel pages within My Account.

  1. Log in to 'My Account'.
  2. Select the 'Recent Orders' tab.
  3. Find your parcel, then click 'Track Parcel' to reveal the latest information on your order status.
  4. If your item is being delivered by Yodel, Arrow XL or Royal Mail you’ll see an icon that will take you direct to their website, once your item has been despatched.
  5. You’ll be able to get up to date tracking information and make amendments to your delivery.

If the link does not appear this could be because the item isn’t ready for delivery yet, or it could be coming direct from a supplier. You won’t be able to change the delivery in this case.

How do I return an item?

Simply request a return online via My Account. All you need to do is:

  1. Log in to My Account
  2. Select the ‘Returns’ tab
  3. Find your order and select the item(s) that you wish to return
  4. Follow the returns instructions, select your return option and you’re done!

All our returns services are FREE; please reuse the original packaging where possible. Please see below for the different return options:

For all our delivery and return options plus charges click here.

Collect+ ( up to 10kg) - Fast, convenient and perfect for those on-the-go; there are over 5,000 Collect+ stores in the UK and most are open late, seven days a week.

Post Office (up to 10kg) - Return items easily via the Post Office. Please note, any items exceeding the 10kg weight limit will incur a charge.

What do I do if my item is faulty?

We’re sorry to hear that your item is faulty.

Arranging a faulty return for a non-electrical item via My Account is easy. All you need to do is:

  1. Log in to My Account
  2. Select the ‘Returns’ tab
  3. Find your order and select the item(s) that you wish to return
  4. Select the reason as ‘faulty’, follow the returns instructions, select your return option and you’re done!

Faulty electrical items

If you have a faulty electrical item, then we advise you to contact the supplier directly. We have agreements with each of our suppliers who are the technical experts, to ensure that they will help you on our behalf.

Log in to My Account as above and when you select ‘faulty’, we’ll provide the relevant electrical supplier number. If after speaking with the supplier this still needs to be returned, then follow the simple instructions above and you can return your faulty item online.

We’ve also listed all the relevant electrical supplier helpline numbers here too:

Brand

Tel No

Opening Hours

Acer- Computing

03717 601000

Mon - Fri 9am to 6pm Sat Closed Sun Closed

AEG - All

03445 610643

Mon - Fri 8am to 6pm Sat 8am to 12pm Sun Closed

Beko - Electric Cookers

0845 600 4902

Mon - Fri 8am to 8pm Sat 10am to 4pm Sun 10am to 4pm

Beko - Refrigeration

0845 600 4903

Mon - Fri 8am to 8pm Sat 10am to 4pm Sun 10am to 4pm

Beko - Gas Cookers &

0845 600 4905

Mon - Fri 8am to 8pm Sat 10am to 4pm Sun 10am to 4pm

Beko - Dishwashers / Washer dryers

0845 600 4911

Mon - Fri 8am to 8pm Sat 10am to 4pm Sun 10am to 4pm

Belling - All

0844 8153747

Mon - Fri 8am to 6pm (Fri 5.30pm) Sat 8.30am to 2.30pm Sun 10am to 2pm

Bosch - Domestic Appliances

0344 8928979

24 Hours

Bosch - Power Tools / Lawn & Garden

0844 736 0109

Mon - Fri 8am to 5pm Sat Closed Sun Closed

Hotpoint / Cannon / Indesit - White Goods Product Info

0800 092 1922

Mon - Fri 9am to 5pm Sat 9am to 6pm Sun 9am to 5.30pm

Hotpoint / Cannon / Indesit - White Goods After Sales

0844 822 4244

Mon - Fri 9am to 5pm Sat 9am to 6pm Sun 9am to 5.30pm

Canon - Photography

0207 6600186

Mon - Fri 9am to 5pm Sat Closed Sun Closed

Dyson - Floorcare

0800 2980298

Mon - Fri 8am to 8pm Sat 8am to 6pm Sun 8am to 6pm

Electrolux -

03445 613613

Mon - Fri 8am to 6pm Sat 8am to 12pm Sun Closed

Flavel Leisure - All

0845 6004921

Mon - Fri 8am to 8pm Sat 10am to 4pm Sun 10am to 4pm

Flymo / McCulloch - All

0344 8444558

Mon - Fri 9am to 5pm Sat 10pm to 4pm Sun 10pm to 4pm

Fuji - Photography

0844 5532322

Mon - Fri 8.30am- to 5pm Sat Closed Sun Closed

Gardenia - All

0344 8444558

Mon - Fri 9am to 5pm Sat 10pm to 4pm Sun 10pm to 4pm

Garmin - Sat Nav

0808 2380000

Mon - Fri 9am to 5pm Sat Closed Sun Closed

New World - All

0844 8153747

Mon - Fri 8am to 6pm (Fri 5.30pm) Sat 8.30am to 2.30pm Sun 10am to 2pm

Stoves - All

0844 8153747

Mon - Fri 8am to 6pm (Fri 5.30pm) Sat 8.30am to 2.30pm Sun 10am to 2pm

Hoover / Candy - All

08444 995599

Mon - Fri 8.30am to 5pm Sat 9am to 5pm Sun 10am to 4pm

LG - White Goods

0344 8475454

Mon - Fri 8am to 8pm Sat 10pm to 4pm Sun 10pm to 4pm

LG - TV / DVD / Audio

0345 6104164

Mon - Fri 9am to 6pm Sat Closed Sun Closed

LogiQ - Computing

0844 8006183

Mon - Fri 8.30am - 5.30pm Sat 9am - 1pm Sun Closed

Morphy Richards - Electrical

0344 8710944

Mon - Fri 8am to 5.30pm (Fri 4.30pm) Sat Closed Sun Closed

Nikon -

0330 1230928

Mon - Fri 9am- to 5pm Sat Closed Sun Closed

Olympus - Photography

0800 1114888

Mon - Fri 9am to 6pm Sat 9am to 3.30pm Sun Closed

Panasonic - All

0844 8443899

Mon - Fri 9am to 5pm Sat Closed Sun Closed

Pentax - Photography

02079 490059

Mon - Fri 9am to 7pm Sat Closed Sun Closed

Philips Electrical - TV / DVD / Audio

0345 6104164

Mon - Fri 9am to 6pm Sat Closed Sun Closed

Phillips Electrical - All other

02079 490240

Mon - Fri 8.30am to 8pm Sat 9Aam to 6pm Sun Closed

Servis - Laundry

0800 0124382

Mon - Fri 8.30 - 18am Sat Closed Sun Closed

Samsung - All

0330 7267864

Mon - Fri 9am to 6pm Sat 9am to 6pm Sun Closed

Sony - Digital Cameras

0207 365 2810

Mon - Fri 9am to 6pm Sat Closed Sun Closed

Sony - Computing

0207 365 2810

Mon - Fri 9am to 6pm Sat Closed Sun Closed

Sony - TV / DVD / Audio

0345 6104164

Mon - Fri 9am to 6pm Sat Closed Sun Closed

Sony - Electronic Games

0203 538 2665

Mon - Fri 10.30am to 7pm Sat 10.30am to 7pm Sun Closed

Sony - Camcorders

0207 365 2810

Mon - Fri 9am to 6pm Sat Closed Sun Closed

Swan - Cookers/Laundry / Refrigeration

0345 6104118

Mon - Fri 9am to 6pm Sat Closed Sun Closed

Swan - Small appliances and Floor care

01733 404709

Mon - Fri 9am to 5pm Sat Closed Sun Closed

TomTom - Satnav

02079 490 132

Mon - Fri 9am to 5pm Sat Closed Sun Closed

Toshiba - Computing

0333 2227444

Mon - Fri 9am to 6pm Sat 10pm to 4pm Sun 10pm to 4pm

Toshiba - All other

0345 6104164

Mon - Fri 9am to 6pm Sat Closed Sun Closed

Vax - Floorcare

0330 026 8455

Mon - Fri 8:30am to 6:30pm Sat 9am to 5pm Sun Closed

White Knight - All

01422 203963

Mon - Fri 8.30am to 5pm Sat Closed Sun Closed

XBOX

0800 5871102

Mon - Fri 9am to 5pm Sat 10pm to 4pm Sun Closed

Zanussi - All Products

03445 612612

Mon - Fri 8am to 6pm Sat 8am to 12pm Sun Closed

Zoostorm - Computing

0844 8006183

Mon - Fri 8.30am - 5.30pm Sat 9am - 1pm Sun Closed

What is My Account?

My Account lets you manage your account online with us 24/7. So you can track your latest order, make a payment or arrange a return whenever you like!

Here’s a step by step guide to what My Account offers you:

1. Summary

If you pay for your items using your Very Account , the summary section shows your minimum payment, Take 3 payment and due date. You can also see your available to spend, credit limit, current balance and next statement date. Plus there’s a message centre for your personal updates.

If you pay for your items using your debit or credit card the summary section will contain a message centre for your personal updates.

2. Recent Orders

Use this section to track your orders, from the warehouse to your home! You can also amend your delivery if you see a link to the Yodel, Arrow XL or Royal Mail website.

3. Transaction History

View your most recent transactions and get access to your statements. You’ll see a link to download a pdf version of your statement.

4. Make a Payment

If you pay for your items using your Very Account , use this section to make payments off your account online by using direct debit, debit cards, maestro cards and credit cards.

You can also make payments off your Buy Now Pay Later items through the ‘Pay Buy Now Pay Later’ tab within the ‘Make a Payment’ page. You can also see how much is left to pay off each item and how much estimated interested you’ll be charged.

5. Returns

Use this section to arrange a return online – simply choose an option that suits you!

6. My Details

Here you can update lots of things, from your address to your contact preferences!

7. Account Details

To correct or change any details, over-type in the relevant boxes, then simply click ‘Submit’. Please allow up to 48 hours for any new details to be processed and shown online.

8. Contact Preferences

Control how we contact you about our special offers and promotions.

9. Account Queries

Can be accessed first by clicking on “My Details.” Through Account Queries you can contact us securely via webmail with any questions which you may have regarding your account.

10. Address Book

In this section you can add or amend the details in your address book.

Please note: For security reasons if you are a Very Account holder you will not be able to access My Address Book or amend your personal details until you have made a payment off your account.

11. Change Password

Here you can change your current password. Use the password strength indicator to create a strong password – hint: a mixture of letters and numbers will give you a strong password!

12. My APR

This will show you your current interest rate.

Please note we use strict security measures to keep all your details safe.

How do I make a payment off my balance or buy now pay later items?

My Account

You can make a payment to your Very Account by logging into My Account and choosing the “Make a Payment” option. We accept payment by both credit and debit cards. Please allow 24 hours for your payment to show on your Very account. You will receive confirmation of your payment via email shortly after.

Please note, for security reasons we cannot accept payments made whilst abroad via My Account. If paying from abroad please call – see “By Phone” listed below.

Items purchased on Buy Now Pay Later

Buy Now Pay Later payments do not count towards your minimum monthly account payment. To avoid incurring any charges, please ensure you also make your minimum payment.

Remember, at the end of the payment free period the items will be added to your account which gives you the option of spreading the cost and paying for your goods via your minimum monthly payment.

Direct Debit

You can set up a Direct Debit within My Account by selecting the “Make a Payment” option then “Setup Direct Debit”, alternatively you can call us on 0344 822 2321. You will need your bank sort code and account number to hand.

Payment can be selected as either the minimum/ Take 3 or full payment which will always be communicated on your statement in advance. Payments will be claimed on the due date.

Please note the date of your direct debit will vary each month as your account operates on a 28 day billing cycle however we will always communicate the date and the amount of the debit via your statement in advance.

Continue to make payments via alternative methods until your statement advises payment will be claimed via Direct Debit. Any additional payment made will not affect the amount the direct debit is scheduled to claim. If you need to make any amendments to your direct debit amount please call us on 0344 822 2321.

You can cancel your Direct Debit a logging into My Account.

Internet/ Telephone Banking

Payments can be made directly from your bank by quoting our sort code 62-25-61, our account number 0000 0000. Please note it is important that you provide a reference number which will be your Very account number.

Payments made via your bank will usually be received the same working day if made prior to 6.30pm.

By Phone

Please call our Customer Service Team on 0344 822 2321 with your debit / credit card to hand.

Please allow 24 hours for your payment to show on your Very account. If you wish for your payment to be targeted to Buy Now Pay Later please make this known to one of our advisors as this cannot be performed via the automated service.

By Post

Complete your payment slip and send it with a cheque to:
Very Payment Department
Sandringham House
Sandringham Avenue
Chelmsford
CM92 1LJ

You must write your Very account number on the front of the cheque and please note all cheque payments are subject to a £0.25 charge which will appear on your next statement.

Please allow 7 days for postage and clearing of the cheque.

For a replacement payment slip, simply contact us (providing your account number) and a replacement will be posted to you.

Please do not send cash by post. All cheques are cashed on receipt as we do not hold post-dated cheques.

PayPoint or Post Office

Take your payment slip and cash payment to any PayPoint outlet (for payments up to £99) or Post Office. A fee of £1 will be charged to your account per transaction and appear on your next statement. Please allow 4 days for your payment to reach us.

For a replacement payment slip, simply contact us (providing your account number) and a replacement will be posted to you.

Bank or Building society

Take your payment slip and cash or cheque to your bank or building society. Please allow 4 days for your payment to clear and make cheques payable to Very. Note, not all banks offer an over the counter bill payment service.

For a replacement payment slip, simply contact us (providing your account number) and a replacement will be posted to you.

If you are unable to make a payment

Please contact the team on 0344 822 2321 to discuss your account. If you cannot pay through illness that has prevented you from working for over three months then please call 0800 092 9042 to discuss further.

If you pay for Extra Care / Account Cover Plus or Shopping Insurance, further information on your cover can be found here.

How are my payments allocated?

Unless specified when paying via My Account, through the ‘Pay Buy Now Pay Later’ tab or when speaking to one of our advisors, payments will be applied in a specific order. This order can be found, listed on your statement.

How do I use a promotion code against my order?

When you get to the checkout you can apply your promotion code. If you’ve forgotten to apply your promotion code, don’t worry there’s no need to cancel your items just get in touch and we can amend your order.

Remember, you’ll need to contact us quickly as each promotion code has an expiry date and after this date we can’t apply the discount.

To use a promotion code, simply:

  1. Type the code in to the promotional box that is shown on the right side of the PAYMENT PAGE and click 'apply'.
  2. When your code has been accepted, you can then chose to 'add to account' and the order will be added to your Flexible Account or you can chose to 'pay in full now' and make the payment on your debit or credit card.

Forgotten your password?

To re-set your password, follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page. Please note, for security reasons we are unable to send your old password via email.

What are my delivery options?

For all our delivery and return options plus charges click here.

How do I track my order?

Tracking your order is really easy. Simply follow these steps:

  1. Log in to 'My Account'.
  2. Select the 'Recent Orders' tab.
  3. Find your parcel, then click 'Track Parcel' to reveal the latest information on your order status.
  4. If your item is being delivered by Yodel, Arrow XL or Royal Mail you’ll see an icon that will take you direct to their website, once your item has been despatched.
  5. You’ll be able to get up to date tracking information and make amendments to your delivery.

If the link does not appear this could be because the item isn’t ready for delivery yet, or it could be coming direct from a supplier.

How do I cancel my order?

*Please note, your order may already have been processed and be on its way to you*

Cancelling your order is really easy. Simply follow these three steps:

  1. Log in to 'My Account'.
  2. Select the 'Recent Orders' tab.
  3. Find your parcel, then click 'Cancel Item'. You will then see a confirmation message to confirm if it’s been possible.

If we do attempt to deliver your order, please simply refuse the delivery. It will be returned to us and credited back to your account.

If your order is delivered, you can easily return the item to us - just click here to find out the options available to you. When returning an item, please allow up to 14 days from the date of collection for your account to be credited.

Your legal rights

For most items, you have the legal right to cancel your order within 14 working days of receiving the goods. However, this right does not apply to certain items such as personalised products, perishable goods and audio or video recordings or computer software which has been opened.

You must clearly communicate your decision to cancel to us before the end of the cancellation period, for example by using the returns note contained in your parcel or by using the model cancellation form in our website returns help pages, which you can send to us via webmail or post.

You must take reasonable care of the goods and immediately return them to us in the normal way. We will not consider that you have taken reasonable care of the goods if they have been used in a way, or to an extent, beyond what would be reasonable when examining the goods in a shop before purchase.

How can I change my delivery date, time or delivery address?

We can’t guarantee a change in delivery, but you can try using the link to the carrier website in the Track Parcel pages within My Account.

  1. Log in to 'My Account'.
  2. Select the 'Recent Orders' tab.
  3. Find your parcel, then click 'Track Parcel' to reveal the latest information on your order status.
  4. If your item is being delivered by Yodel, Arrow XL or Royal Mail you’ll see an icon that will take you direct to their website, once your item has been despatched.
  5. You’ll be able to get up to date tracking information and make amendments to your delivery.

If the link does not appear this could be because the item isn’t ready for delivery yet, or it could be coming direct from a supplier. You won’t be able to change the delivery in this case.

What if I miss my delivery?

Don't worry, if you miss the delivery we will leave a card with contact details on it for you to call and arrange your delivery for another day.

Alternatively go to:

  1. Log in to 'My Account'.
  2. Select the 'Recent Orders' tab.
  3. Find your parcel, then click 'Track Parcel' to reveal the latest information on your order status.
  4. If your item is being delivered by Yodel, Arrow XL or Royal Mail you’ll see an icon that will take you direct to their website, where you can rearrange your delivery.

What if my delivery is late?

Sometimes we experience issues that cause a slight delay with your delivery, such as a broken down van. We work hard to recover this so that you’re not affected, but if we get it wrong then we’re sorry we didn’t deliver when we said we would.

Where possible we will inform you of any delay and you can check the current status of your delivery in ‘My Account’:

  1. Log in to 'My Account'.
  2. Select the 'Recent Orders' tab.
  3. Find your parcel, then click 'Track Parcel' to reveal the latest information on your order status.
  4. If your item is being delivered by Yodel, Arrow XL or Royal Mail you’ll see an icon that will take you direct to their website, where you can track your delivery.

We’ll automatically refund any premium delivery / nominated day delivery charges. There’s no need to contact us.

It’s always our aim to deliver what you want when you want it, so please be assured that we’ll do everything we can to keep our delivery promises.

Will you deliver during adverse weather conditions?

If your area is affected by adverse weather conditions, you may experience delays to deliveries and collections. If there is a problem we will post news of impacted postcodes here.

Our delivery drivers always work hard to get your order to you on time, as promised. If we are unable to deliver your parcel we will call ahead to let you know and re-arrange another collection or delivery time. If you have not received a call from us, rest assured - your order is on its way to you!

You can also check the progress of your order 24/7 via the 'My Account' page.

  1. Log in to 'My Account'.
  2. Select the 'Recent Orders' tab.
  3. Find your parcel, then click 'Track Parcel' to reveal the latest information on your order status.
  4. If your item is being delivered by Yodel, Arrow XL or Royal Mail you’ll see an icon that will take you direct to their website, where you can track your delivery.

What if my item is showing as delivered but I haven’t received it?

This usually means a card will have been posted to let you know the location of your parcel.

The item may be in the secure delivery location that you specified as a safe place or the courier may have left the parcel with a neighbour.

You can track your parcel 24/7 via My Account:

  1. Log in to 'My Account'.
  2. Select the 'Recent Orders' tab.
  3. Find your parcel, then click 'Track Parcel' to reveal the latest information on your order status.
  4. If your item is being delivered by Yodel, Arrow XL or Royal Mail you’ll see an icon that will take you direct to their website, where you can track your delivery.

How do I know when my item is out for delivery?

  1. Go to ‘My Account’.
  2. Select ‘Recent Orders’.
  3. Click ‘Track Parcel’ you will see your order status move from ‘processed’ to ‘despatched’.
  4. Under the Latest Tracking Information you will see real time tracking status of ‘Despatched By’, ‘Available to deliver’ ‘Loaded onto Van’ or ’Passed to Courier’.
  5. When the item has been delivered your order status will move from ‘despatched’ to ‘delivered’.
  • If your item is being delivered by Yodel, you will receive an email or text to let you know your order is out for delivery. This will contain your unique parcel details with a direct link with to track your parcel. You can also track your order using their website http://www.yodel.co.uk
  • If your order is a large item (such as furniture or kitchen appliances) and being delivered by Arrow XL you will receive an email or text to let you know your order is out for delivery, with a 4 hour time slot, this will contain your unique parcel details with a direct link to track your parcel. The driver will also call you on the day to confirm your order is out for delivery. You can also track your order using their website http://www.arrowxl.co.uk
  • If your parcel is being delivered to a Collect+ store, you will receive an email or text with a barcode when your parcel has arrived at your nominated store so that you can collect your order. You can track your order using their website http://www.collectplus.co.uk/track/new

Connection and removal charges.

Take a look at the options below:

Washing machine connection - £19.99

Washing machine removal - £14.99

Washer Dryer connection - £19.99

Washer Dryer removal - £14.99

Dishwasher connection - £19.99

Dishwasher removal - £14.99

Tumble Dryers removal only - £14.99

Fridge Freezers, Fridges, Freezers removal only - £14.99

Cookers – Gas and Electric connection - £80

Cooker removal (except range or built in) - £14.99

Range cooker collection only - £14.99

Connection of appliances can only be made within 1 metre of your existing approved energy supplies, and does not apply to built-in appliances. If you choose a delivery only service when purchasing a cooker, you should ensure it is installed by a suitably qualified person, e.g. a gas safe registered or qualified electrician. Delivery, connection and removal may not occur on the same day.*Washing Machines, washer dryers & dishwashers will only be connected if the site is clear, the old appliance is disconnected and only to existing, approved fittings and pipework. We cannot re-site existing pipework. Connection of appliances can only be made within 1 metre of your existing approved energy supplies. Delivery, connection and removal may not occur on the same day.

If the above services are available, they will be offered to you at the product page or basket. If you select removal as a service option, please ensure that your old appliance is disconnected by a qualified person if applicable.

Please note: If your fridge/freezer is being removed please ensure it is disconnected, defrosted and dried.

I wasn't at home when you delivered my appliance. Why have I been charged?

We reserve the right to levy a £30 administration charge for failed pre-arranged deliveries where you are not in to receive the goods.

How do I return an item?

Simply request a return online via My Account. All you need to do is:

  1. Log in to My Account
  2. Select the ‘Returns’ tab
  3. Find your order and select the item(s) that you wish to return
  4. Follow the returns instructions, select your return option and you’re done!

All our returns services are FREE; please reuse the original packaging where possible. Please see below for the different return options:

For all our delivery and return options plus charges click here.

Collect+ ( up to 10kg) - Fast, convenient and perfect for those on-the-go; there are over 5,000 Collect+ stores in the UK and most are open late, seven days a week.

Post Office (up to 10kg) - Return items easily via the Post Office. Please note, any items exceeding the 10kg weight limit will incur a charge.

What are my Returns options?

For information on all our return options click here.

What if my item is faulty?

We’re sorry to hear that your item is faulty.

Arranging a faulty return for a non-electrical item via My Account is easy. All you need to do is:

  1. Log in to My Account
  2. Select the ‘Returns’ tab
  3. Find your order and select the item(s) that you wish to return
  4. Select the reason as ‘faulty’, follow the returns instructions, select your return option and you’re done!

Faulty electrical items

If you have a faulty electrical item, then we advise you to contact the supplier directly. We have agreements with each of our suppliers who are the technical experts, to ensure that they will help you on our behalf.

Log in to My Account as above and when you select ‘faulty’, we’ll provide the relevant electrical supplier number. If after speaking with the supplier this still needs to be returned, then follow the simple instructions above and you can return your faulty item online.

We’ve also listed all the relevant electrical supplier helpline numbers here too:

Brand

Tel No

Opening Hours

Acer- Computing

03717 601000

Mon - Fri 9am to 6pm Sat Closed Sun Closed

AEG - All

03445 610643

Mon - Fri 8am to 6pm Sat 8am to 12pm Sun Closed

Beko - Electric Cookers

0845 600 4902

Mon - Fri 8am to 8pm Sat 10am to 4pm Sun 10am to 4pm

Beko - Refrigeration

0845 600 4903

Mon - Fri 8am to 8pm Sat 10am to 4pm Sun 10am to 4pm

Beko - Gas Cookers &

0845 600 4905

Mon - Fri 8am to 8pm Sat 10am to 4pm Sun 10am to 4pm

Beko - Dishwashers / Washer dryers

0845 600 4911

Mon - Fri 8am to 8pm Sat 10am to 4pm Sun 10am to 4pm

Belling - All

0844 8153747

Mon - Fri 8am to 6pm (Fri 5.30pm) Sat 8.30am to 2.30pm Sun 10am to 2pm

Bosch - Domestic Appliances

0344 8928979

24 Hours

Bosch - Power Tools / Lawn & Garden

0844 736 0109

Mon - Fri 8am to 5pm Sat Closed Sun Closed

Hotpoint / Cannon / Indesit - White Goods Product Info

0800 092 1922

Mon - Fri 9am to 5pm Sat 9am to 6pm Sun 9am to 5.30pm

Hotpoint / Cannon / Indesit - White Goods After Sales

0844 822 4244

Mon - Fri 9am to 5pm Sat 9am to 6pm Sun 9am to 5.30pm

Canon - Photography

0207 6600186

Mon - Fri 9am to 5pm Sat Closed Sun Closed

Dyson - Floorcare

0800 2980298

Mon - Fri 8am to 8pm Sat 8am to 6pm Sun 8am to 6pm

Electrolux -

03445 613613

Mon - Fri 8am to 6pm Sat 8am to 12pm Sun Closed

Flavel Leisure - All

0845 6004921

Mon - Fri 8am to 8pm Sat 10am to 4pm Sun 10am to 4pm

Flymo / McCulloch - All

0344 8444558

Mon - Fri 9am to 5pm Sat 10pm to 4pm Sun 10pm to 4pm

Fuji - Photography

0844 5532322

Mon - Fri 8.30am- to 5pm Sat Closed Sun Closed

Gardenia - All

0344 8444558

Mon - Fri 9am to 5pm Sat 10pm to 4pm Sun 10pm to 4pm

Garmin - Sat Nav

0808 2380000

Mon - Fri 9am to 5pm Sat Closed Sun Closed

New World - All

0844 8153747

Mon - Fri 8am to 6pm (Fri 5.30pm) Sat 8.30am to 2.30pm Sun 10am to 2pm

Stoves - All

0844 8153747

Mon - Fri 8am to 6pm (Fri 5.30pm) Sat 8.30am to 2.30pm Sun 10am to 2pm

Hoover / Candy - All

08444 995599

Mon - Fri 8.30am to 5pm Sat 9am to 5pm Sun 10am to 4pm

LG - White Goods

0344 8475454

Mon - Fri 8am to 8pm Sat 10pm to 4pm Sun 10pm to 4pm

LG - TV / DVD / Audio

0345 6104164

Mon - Fri 9am to 6pm Sat Closed Sun Closed

LogiQ - Computing

0844 8006183

Mon - Fri 8.30am - 5.30pm Sat 9am - 1pm Sun Closed

Morphy Richards - Electrical

0344 8710944

Mon - Fri 8am to 5.30pm (Fri 4.30pm) Sat Closed Sun Closed

Nikon -

0330 1230928

Mon - Fri 9am- to 5pm Sat Closed Sun Closed

Olympus - Photography

0800 1114888

Mon - Fri 9am to 6pm Sat 9am to 3.30pm Sun Closed

Panasonic - All

0844 8443899

Mon - Fri 9am to 5pm Sat Closed Sun Closed

Pentax - Photography

02079 490059

Mon - Fri 9am to 7pm Sat Closed Sun Closed

Philips Electrical - TV / DVD / Audio

0345 6104164

Mon - Fri 9am to 6pm Sat Closed Sun Closed

Phillips Electrical - All other

02079 490240

Mon - Fri 8.30am to 8pm Sat 9Aam to 6pm Sun Closed

Servis - Laundry

0800 0124382

Mon - Fri 8.30 - 18am Sat Closed Sun Closed

Samsung - All

0330 7267864

Mon - Fri 9am to 6pm Sat 9am to 6pm Sun Closed

Sony - Digital Cameras

0207 365 2810

Mon - Fri 9am to 6pm Sat Closed Sun Closed

Sony - Computing

0207 365 2810

Mon - Fri 9am to 6pm Sat Closed Sun Closed

Sony - TV / DVD / Audio

0345 6104164

Mon - Fri 9am to 6pm Sat Closed Sun Closed

Sony - Electronic Games

0203 538 2665

Mon - Fri 10.30am to 7pm Sat 10.30am to 7pm Sun Closed

Sony - Camcorders

0207 365 2810

Mon - Fri 9am to 6pm Sat Closed Sun Closed

Swan - Cookers/Laundry / Refrigeration

0345 6104118

Mon - Fri 9am to 6pm Sat Closed Sun Closed

Swan - Small appliances and Floor care

01733 404709

Mon - Fri 9am to 5pm Sat Closed Sun Closed

TomTom - Satnav

02079 490 132

Mon - Fri 9am to 5pm Sat Closed Sun Closed

Toshiba - Computing

0333 2227444

Mon - Fri 9am to 6pm Sat 10pm to 4pm Sun 10pm to 4pm

Toshiba - All other

0345 6104164

Mon - Fri 9am to 6pm Sat Closed Sun Closed

Vax - Floorcare

0330 026 8455

Mon - Fri 8:30am to 6:30pm Sat 9am to 5pm Sun Closed

White Knight - All

01422 203963

Mon - Fri 8.30am to 5pm Sat Closed Sun Closed

XBOX

0800 5871102

Mon - Fri 9am to 5pm Sat 10pm to 4pm Sun Closed

Zanussi - All Products

03445 612612

Mon - Fri 8am to 6pm Sat 8am to 12pm Sun Closed

Zoostorm - Computing

0844 8006183

Mon - Fri 8.30am - 5.30pm Sat 9am - 1pm Sun Closed

Can I track my return?

  • If you sent your parcel back via Yodel, click here to track your parcel using your reference number.
  • If you sent your parcel back via the Post Office, click here to track your parcel using your reference number.
  • If you sent your parcel back via Collect plus, click here to track your parcel using your reference number.

Will you refund my delivery charge?

We will refund the delivery charge where there all the goods in an order are faulty. We will refund the standard delivery charge if you cancel your order under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations. Please view our Returns Policy for a full explanation of your rights when returning goods.

What do I need to do before returning an item?

Before arranging your return, please check the Approval Guarantee checklist below:

  1. Items must be returned within 28 days of receipt
  2. Please ensure the product is unused, complete and safely wrapped in its original packaging and that any security tags are still intact
  3. Please place the returned goods note for each item you are returning into the delivery bag with the items
  4. Stick the returns address label over the original label

What do I do if I haven’t got my returns address label?

Don’t worry. Continue to arrange your return via My Account and when you select which returns option you wish to use, you will be able to download a new returns label if required.

How long does it take to get a refund after I’ve returned my item?

If you purchased your item using your Very Credit you can check to see if your returned item has been credited to your account by visiting Transaction History in My Account.

If you purchased your item using your debit or credit card please allow up to 7 days from the date of your return for your card to be credited or up to 14 days for larger items.

What is your Returns policy?

RETURNS POLICY

Our 28 Day Approval Guarantee

We will replace or refund most goods provided they are returned to us within 28 days of receipt complete, unused, in their original packaging and with any security tags intact. Our Approval Guarantee does not apply to some goods or may apply only if certain conditions are met. These goods are identified on the product page and any such conditions are set out there. Returns are free under our Approval Guarantee. If you return goods outside the scope of the Approval Guarantee and you have not exercised your legal right to cancel (explained below) we reserve the right to return the goods to you at your cost or to accept their return subject to making a deduction for any loss in value of the goods arising from your handling of them and a charge to cover our processing cost.

Your Right To Cancel Your Order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations.

You also have the right to cancel your order under these regulations. However, this cancellation right does not apply to personalised products, perishable goods, audio & video recordings and computer software which has been opened and goods that are unsuitable for return for health or hygiene reasons if they are unsealed after delivery. The cancellation period will expire 14 days after the goods are received by you or by a third party nominated by you to receive the goods. If your order is for multiple goods for separate delivery, the cancellation period will end 14 days after receipt of the last item. You must clearly communicate your decision to cancel to us before the end of the cancellation period, for example by using the returns note contained in your parcel or by using the model cancellation form in our website returns help pages, which you can send to us via webmail or post. If you cancel, we will reimburse any payment received, including the standard delivery charge, by the original means of payment. Where the goods have not been delivered, the reimbursement will be made within 14 days of the cancellation. Where the goods have been delivered, the reimbursement will be made within 14 days of us receiving the goods back or us receiving evidence that you have returned the goods, whichever is earlier. You are responsible for returning the goods to us if you cancel under these Regulations. If you use our courier to return the goods, you will be responsible for the cost of the return. In such cases, we will deduct the delivery charge from your refund so that you do not have to make a further payment of the collection charge. Additionally, we may make a deduction for any loss in value of the goods arising from any unnecessary handling by you.

Consumer Rights Act 2015

If any product we supply fails prematurely due to an inherent fault (manufacturing defect), we will provide you with an appropriate remedy e.g. a repair, replacement, or refund.

Supplier Helplines

If you report a fault with an electrical or furniture product, we may give you a supplier helpline to contact. We have arrangements in place with these helpline providers for them to identify the cause of any fault (we do not have the necessary technical expertise to do this) and to offer you an appropriate remedy. If you are dissatisfied with the service provided by a particular helpline, please inform us and we will take back control of the matter. Most helplines are open 9am - 5pm Monday to Friday.

Can I have a copy of the model cancellation form?

Please click here for the Model Cancellation Form.

The item I bought was part of a promotional offer, what do I need to return?

When you return an item we will identify if it is part of a multibuy deal such as ‘3for2’ to determine if the offer still applies. If the offer is broken, for example, you return one of your 3for2 items and keep the free one we will automatically reverse the offer and charge you the correct selling price for the items you keep.

Here are some examples to help explain this further:

Example 1 – You return the free item

  • You spend a total of £24 on a 3for2 multibuy offer.
  • The 3for2 multibuy is made up of: 2 items priced at £12 and 1 item priced at £10 (this becomes free as it’s the cheapest).
  • On your statement you will see 2 items showing £12 charge and 1 free item showing no charge.
  • If you return the free item then no refund will be applied as the item was not charged.

Example 2 - You return one of the items you paid for

  • You spend a total of £24 on a 3for2 multibuy offer.
  • The 3for2 multibuy is made up of: 2 items priced at £12 and 1 item priced at £10 (this becomes free as it’s the cheapest).
  • On your statement you will see 2 items showing £12 charge and 1 free item showing no charge.
  • If you return one of the £12 items, then a refund is credited to your account.
  • Because the 3for 2 offer has now been broken, we will also automatically debit your account for the original ‘free’ item at £10.
  • So your final spend will be £22.

How do I contact you?

You can to track an order, make a payment, arrange a return, update your details and much more, it's easy by visiting My Account.

Want to chat online with one of our Advisers. When you see the chat icon at the top of the screen in our Help & My Account areas, simply click it and start to chat.

You can call our Customer Services Team on 03448 222 321. They are available 7am to 11pm, 7 days a week.

Keep in touch with us on Facebook and Twitter

And you can place an order by calling us on 08448 222 321*.

*Calls cost up to 7p per minute plus your telephone company's network access charge.

How do I make a complaint?

We’re really sorry that you are not happy with our service.

If it’s the first time you’ve needed to bring this to our attention, our aim is to resolve this as quickly as possible for you.

We want you to have the quickest and most efficient service and by logging into ‘My Account’ you can track and order, make a payment, arrange a return, update your details and much more.

Our Customer Service team are available 7am to 11pm, 7 days a week on 03448 222 321.

And you can chat to us live online.

You can find all the ways to get in touch on our 'Contact Us' page.

If, in the unlikely event we haven’t been able to resolve your problem, our complaints team are on hand to help. Please send us a secure webmail, letting us know what went wrong.

  • Log into My Account, and go to “My Details” then “Account Queries”
  • Select “I have a complaint”
  • For Insurance related complaints, please select “My Complaint relates to Shopping Insurance (PPI) / General Insurance”
  • For service related complaints, please select “My Complaint is about something else” and we’ll do our very best to put it right.

Or you can write to us at:
Very
Customer Excellence
Sandringham Avenue
Chelmsford,
CM92 1LH

To view our Published Complaint Report, please click on the attachment: Published Complaints Report

To view our Financial Services Complaints Procedure, please click on the attachment: Financial Services Complaints Procedure

Please see below link to the European Commission's Online Dispute Resolution Platform - http://ec.europa.eu/consumers/odr/

Very credit card

I have a query regarding my Very credit card. Can you help?

If you have a query regarding your Very credit card, including your application, please use our dedicated phone line for all Very credit card related queries 0333 000 0064

How do I make a payment?

Payments will be applied against your balance in a specific order. You can specify payments being allocated to Buy Now Pay Later, when making payments via My Account or by speaking to one of our advisors on 0344 822 2321.

Further information on how payments are allocated can be found on page 4 of your statement or at the bottom of this page.

My Account

You can make a payment to your Very account by logging into My Account and choosing the “Make a Payment” option. We accept payment by both credit and debit cards. Please allow 24 hours for your payment to show on your Very account. You will receive confirmation of your payment via email shortly after.

Please note, for security reasons we cannot accept payments made whilst abroad via My Account. If paying from abroad please call – see “By Phone” listed below.

Direct Debit

You can set up a Direct Debit within My Account by selecting the “Make a Payment” option then “Setup Direct Debit”, alternatively you can call us on 0344 822 2321. You will need your bank sort code and account number to hand.

Payment can be selected as either the minimum/ Take 3 or full payment which will always be communicated on your statement in advance. Payments will be claimed on the due date.

Please note the date of your direct debit will vary each month as your account operates on a 28 day billing cycle however we will always communicate the date and the amount of the debit via your statement in advance.

Continue to make payments via alternative methods until your statement advises payment will be claimed via Direct Debit. Any additional payment made will not affect the amount the direct debit is scheduled to claim. If you need to make any amendments to your direct debit amount please call us on 0344 822 2321.

You can cancel your Direct Debit a logging into My Account.

Internet/ Telephone Banking

Payments can be made directly from your bank by quoting our sort code 62-25-61, our account number 0000 0000. Please note it is important that you provide a reference number which will be your Very account number.

Payments made via your bank will usually be received the same working day if made prior to 6.30pm.

By Phone

Please call our Customer Service Team on 0344 822 2321 with your debit / credit card to hand.

Please allow 24 hours for your payment to show on your Very account. If you wish for your payment to be targeted to Buy Now Pay Later please make this known to one of our advisors as this cannot be performed via the automated service.

By Post

Complete your payment slip and send it with a cheque to:
Very Payment Department
Sandringham House
Sandringham Avenue
Chelmsford
CM92 1LJ

You must write your Very account number on the front of the cheque and please note all cheque payments are subject to a £0.25 charge which will appear on your next statement.

Please allow 7 days for postage and clearing of the cheque.

For a replacement payment slip, simply contact us (providing your account number) and a replacement will be posted to you. Please do not send cash by post. All cheques are cashed on receipt as we do not hold post-dated cheques.

PayPoint or Post Office

Take your payment slip and cash payment to any PayPoint outlet (for payments up to £99) or Post Office. A fee of £1 will be charged to your account per transaction and appear on your next statement. Please allow 4 days for your payment to reach us.

For a replacement payment slip, simply contact us (providing your account number) and a replacement will be posted to you.

Bank or Building society

Take your payment slip and cash or cheque to your bank or building society. Please allow 4 days for your payment to clear and make cheques payable to Very. Note, not all banks offer an over the counter bill payment service.

For a replacement payment slip, simply contact us (providing your account number) and a replacement will be posted to you.

If you are unable to make a payment

Please contact the team on 0344 822 2321 to discuss your account. If you cannot pay through illness that has prevented you from working for over three months then please call 0800 092 9042 to discuss further.

If you pay for Extra Care / Account Cover Plus or Shopping Insurance, further information on your cover can be found here.

How are my payments allocated?

Unless specified to us when paying via My Account or when speaking to one of our advisors, payments will be applied in a specific order. This order can be found, listed on your statement.

I would like a credit limit increase

If you would like to be considered for an increase, or have a query about your credit limit

Please contact us via our secure webmail. Simply, Log into My Account

Click “My Details”

Click “Account Queries”, and select “I have a query about my account”

And selection the option “I have a query about my credit limit”

Or you can call us on 0344 822 2321

How do I use a promotional code?

When you get to the checkout you can apply your promotion code. If you’ve forgotten to apply your promotion code, don’t worry there’s no need to cancel your items just get in touch and we can amend your order.

Remember, you’ll need to contact us quickly as each promotion code has an expiry date and after this date we can’t apply the discount.

To use a promotion code, simply:

  1. Type the code in to the promotional box that is shown on the right side of the PAYMENT PAGE and click 'apply'.
  2. When your code has been accepted, you can then chose to 'add to account' and the order will be added to your Flexible Account or you can chose to 'pay in full now' and make the payment on your debit or credit card.

Statements

You can find out all about how your statement works in the Very Money Zone.

Your statements are available for you to view:

  1. Log into My Account
  2. Select the 'Transaction History' tab.

Your statements will be stored for 12 months, so you can access these anytime you need to.

If you are still receiving a paper statement, you will see a message in your My Account summary that will allow you to switch off paper statements, if you wish.

If you are currently not receiving paper statements but would like to, you can request this in the My Account section.

How is my 'payment request balance' calculated on my statement?

Your 'Payment request balance' is the total of the items that require a payment on your account now. We use this balance to calculate the Minimum Payment and any interest due on your account at the relevant APR. This balance does not include any Buy Now Pay Later items that are still in the payment free period, or any interest on these items.

Where is my Buy Now Pay Later shown on my statement?

Any Buy Now Pay Later purchases are included in 'Your New Total' on your statement. A breakdown of all Buy Now Pay Later purchases can be found in the 'Summary of Buy Now Pay Later purchases' section of your statement. Or you can go online to My Account and see a breakdown of your Buy Now Pay Later purchases in the Payment section.

What does estimated interest mean within my statement?

This is an estimate of the interest to be charged on your next statement including any Buy Now Pay Later interest. This assumes that you will pay your minimum payment on the due date and there being no further changes on the account.

This amount does not include any Buy Now Pay Later interest accrued in the payment free period but it does include any interest due to be charged on the next statement after payment free period has expired.

Direct Debits

What is a Direct Debit?

Direct Debit is a simple, safe and speedy way to pay regular bills and subscriptions automatically from your Bank Account. You choose a payment option (minimum payment or total balance) to be collected. From then on the amount will be deducted from your account on a regular basis. Very can only take the agreed amount type. When we send your statement we will tell you the amount of the payment and date of when we will request it from your Bank or Building Society.

What do I do if I have a query about a Direct Debit?

If you have a query regarding your Direct Debit with Very, please speak to your bank or building society.

Will my Direct Debit be taken from my bank account on the same day every month?

No, payments are requested at 28-day intervals throughout the year.

Can I cancel a Direct Debit?

If you need to cancel a Direct Debit, simply write to your Bank or Building Society. It is a good idea to also send a copy to Very at Sandringham House, Sandringham Avenue, Chelmsford CM92 1LJ. You should provide the following details in your letter:

  • The name of the company being paid
  • The branch sort code (see your cheque book)
  • The name(s) of the account holder(s)
  • Your Bank or Building Society account number
  • Your customer reference number with the company (if possible).

The more information you can give, the easier it will be for the Bank or Building Society to action.

Alternatively you can cancel your Direct Debit from within My Account by clicking on to Direct Debit and selecting cancel.

Your Bank or Building Society can make the cancellation up to and including the due date, but try not to leave it until the last minute or you run the risk of a payment being made. Remember that cancelling the Direct Debit simply stops paying the company. If you carry on receiving the goods or service then you will have to organise an alternative payment method.

Once my DD is set up do I have to do anything?

No, other than making sure you have sufficient funds in your account when the payment is due. To assist with this Very will give you advance notice of the collection dates and amounts, whether you set up a Direct Debit by the telephone, Internet or by completing a paper Direct Debit Instruction. It is sensible to check your Bank statement regularly to ensure that all your Direct Debits are going out as shown on your advance notice.

Please note: once you have requested a Direct Debit to be set up, you will need to continue to make payments on your account as normal until your monthly statement indicates that your payment will be taken by Direct Debit. Your statement will tell you the amount of the payment and the date it will be taken from your bank / building society account.

If I set up a Direct Debit via the Internet, what record will I have of the agreement?

You will be sent written confirmation of your Direct Debit Instruction within 3 working days of your on-line sign-up, and then 14 days before the first collection. Simply check the details and contact Very if you have a query. Regardless of what method of sign-up you agree to, you are still fully covered by the Direct Debit Guarantee.

What is a Direct Debit guarantee?

All banks and building societies that take part in the Direct Debit scheme off the Guarantee. The efficiency and security of the Scheme is monitored and protected by your own bank or building society. If the amounts to be paid or the payment dates change, the company will notify you normally 14 days in advance of your account being debited or as otherwise agreed. If an error is made by the company, or by your bank or building society, you are guaranteed a full and immediate refund from your branch of the amount paid.

Buy Now Pay Later

How do I make a payment towards my Buy Now Pay Later order?

You can find out all about our ways to pay in our Very Money Zone.

To make a payment:

  1. Log into to My Account
  2. Select “Make a payment”.
  3. Then select the 'Pay Buy Now Pay Later' link from the menu to the left of the screen. Here, you can choose which items you would like to pay for and the value of the payment.

Alternatively you can call one of our Advisors on 0344 822 2321. You will need to tell the Advisor that your payment is for your Buy Now Pay Later purchases.

Remember, you can avoid paying interest by paying the cash price in full before the end of the Buy Now Pay Later period.

Where is Buy Now Pay Later shown on my statement?

Any Buy Now Pay Later purchases are included in 'Your New Total' on your statement. A breakdown of all Buy Now Pay Later purchases can be found in the 'Summary of Buy Now Pay Later purchases' section of your statement.

Or you can go online to My Account and see a breakdown of your Buy Now Pay Later purchases in the Payment section.

Why are some items excluded from Buy Now Pay Later?

The Buy Now Pay Later payment option is only available on certain products. While the majority are available on Buy Now Pay Later, in some cases we are not able to sell products on these terms. Of course, you still have the option of spreading the cost on your Very Account where you can pay the Take 3 amount - click here for more information about this option.

Are there any fees for using Buy Now Pay Later?

We may at times charge a Buy Now Pay Later order fee for using Buy Now Pay Later. If so, the fee will be £15 and we will tell you when viewing your basket and when checking out. Please note this fee will not be included in the value of your order total as it can take 3 working days to be applied. We will email or text you to let you know when the fee has been charged to your account and it will be payable in full on the next payment request.

If you return all the items within your Buy Now Pay Later order, you will receive a full refund of the fee.

The fee is a fixed cost and will only be charged once per basket regardless of the number or value of items.

You will not be charged this fee if you do not choose BNPL at checkout.

Take 3

You can find out all about our ways to pay in our Very Money Zone.

What is Take 3?

It couldn't be easier - just add your shopping to your Very Account and we'll show you the Take 3 amount each month on your statement.

Make sure you pay at least that amount to avoid paying interest on new purchases.

The Take 3 amount on your statement will also include payment towards any existing balance on your account.

How do I select Take 3?

You don't all you do is “Add to account” at checkout and choose whether to pay the Take 3 amount shown on your monthly statement (you can also check the amount due in My Account).

How will I know how much to pay?

Just check the Take 3 amount shown on your statement or in My Account. You'll get a statement every 28 days.

What is the difference between my minimum payment and my Take 3 payment?

Your Take 3 payment includes items you've purchased that will form part of the Take 3 payment amount, any minimum payments still due from previous purchases, as well as any insurance charged to your account each month. As long as you pay this amount in full every month, you will avoid paying interest on new purchases. The minimum payment is the minimum amount you need to pay to keep your account up to date (should you wish not to make the Take 3 payment). Interest is charged on this amount at your account APR.

Can I use Buy Now Pay Later and Take 3 at the same time?

No, Take 3 doesn't apply to anything bought on Buy Now Pay Later terms.

What do I do if I want to stop using Take 3?

You can stop using Take 3 any time by clearing your balance or choosing to pay the minimum payment on your account.

If you do choose to make the minimum payment, any items you started to make Take 3 payments on but didn't pay off will start to incur interest. New purchases will form part of Take 3 and a new Take 3 amount will appear on your statement and in My Account, this will include the minimum payment for items that are no longer eligible for Take 3.

What do I do if I want to stop using Take 3?

You can stop using Take 3 any time by clearing your balance or choosing to pay the minimum payment on your account. If you do choose to make the minimum payment, any items you started to make Take 3 payments on but didn't pay off will start to incur interest. New purchases will form part of Take 3 and a new Take 3 amount will appear on your statement and in My Account, this will include the minimum payment for items that are no longer eligible for Take 3.

APR and Interest

How much interest will I pay?

You can find information regarding interest rates and how it's charged, on the back of your statement. The interest that you pay will depend on what you pay us and what payment options you have selected.

If you're paying using your credit account and pay your full balance you will not pay any interest.

Where can I find my APR?

Information regarding your APR and how it's charged can be found on the back of your statement.

You can also view the standard APR by logging onto My Account and clicking on the 'My APR' link in the menu, please note this does not include any other interest rates being used in the account.

How does a change to my APR affect my future purchases?

All purchases will be charged at your new account APR, unless you purchase an item that is on a promotional APR.

We will tell you if a promotional APR is available when you buy something. If an item has a lower APR than your account APR, then the lower rate will be applied to that item only. The promotional APR on these items will not change unless you miss a payment then it will revert to the account standard APR. Please note, that the Take 3-Pay no interest option for future purchases will still remain part of your account.

What factors / information determine my APR?

We calculate your APR by looking at how you manage your account with us as well as how you manage your money elsewhere using information provided by Credit Reference Agencies.

How does a change to my APR affect the current balance on My Account?

The outstanding balance will be recalculated based on when your new APR becomes effective.

If you have purchased an item with a promotional APR this will not change unless you miss a payment then it will revert to the account standard APR.

Please note, that the Take 3-Pay no interest option still remains part of your account.

Why has my APR changed?

As a responsible lender we regularly review all of our customers accounts to ensure that their account APR is an appropriate reflection of how their accounts are managed with us.

This review consists of looking at how you manage your account with us as well as how you manage your money elsewhere using information provided by Credit Reference Agencies.

Depending on the outcome of this review, your account APR may increase, decrease or stay the same.

What does APR mean?

APR stands for 'Annual percentage rate' it is the interest charged on the amount which is being borrowed as well as any additional fees and it reflects the annual cost of borrowing money.

How often can my APR change?

Within the terms of your credit agreement we have the right to change the APR on your account, and we will never change your APR more than once every 6 months.

We will always give you at least 30 days’ notice of any change made to your account and you can opt out of any proposed change by contacting us. However, if you wish to continue to shop on your account then you would have to accept the proposed APR rate.

Insurance and Warranty Products

I have a question about a Warranty / Insurance product

If you have a question about warranty or insurance products; you need to submit a service request or make a claim; or if for any reason you are not satisfied with your plan/policy and want to cancel it please contact us using our secure webmail. Simply, Log into My Account

Click “My Details”

Click “Account Queries”

Then select “I have a query about a Warranty or Insurance policy”

Alternatively you can call us on 0800 092 9051 or write to SDFC Customer Services, Sandringham House, Sandringham Avenue, Chelmsford, CM92 1LH

How do I cancel my account protection (Shopping Insurance)?

You can cancel your Payment Protection Insurance at any time. To cancel call 0344 811 1220. Contact us using our secure webmail. Simply, Log into My Account

Click “My Details”

Click “Account Queries”

Then select “I have a query about a Warranty or Insurance policy”

Or you can write to Customer Services at Sandringham House, Sandringham Avenue, CM92 1LH.

There is no charge for cancellation.

You have asked me to confirm my details. What should I send you?

The document should be dated within the last three months, which you send via our secure webmail. Simply, Log into My Account

Click “My Details”

Click “Account Queries”, and select “I have a query about my account”

You will have the option to select, change of name, date of birth amend or change of address. or you can send via post to:

Very
Aintree Innovation Centre
Park Lane
Netherton
Liverpool
L72 1LD

Proof of residency

A copy one of the following documents (which must be dated within the last three months):

  • a bank statement or a credit/debit card statement
  • a recent utility bill
  • a Council Tax bill
  • an official governmental document, such as entitlement to housing benefit, council tax benefit or tax credit.

Proof of name change

  • Marriage Certificate
  • Deed Poll
  • Decree Absolute – we’ll need a copy of your birth certificate as well.
  • Civil Partnership Certificate
  • Gender Recognition Certificate

Proof of DOB

  • Birth Certificate
  • Driving Licence
  • Residence Permit
  • Adoption Certificate
  • Valid passport i.e. the identification details inside the back cover
  • Valid photo driving licence (full or provisional)

Can you stop sending me financial mailings?

To arrange removal from our financial mailings, please call us on 0344 822 2321.

Unfortunately, we cannot stop any letters that are already on their way. If you receive anything from us in the next three months, simply destroy it.

After this period, you should not receive any further mailings from us.

What is My Account?

My Account lets you manage your account online with us 24/7. So you can track your latest order, make a payment or arrange a return whenever you like!

Here’s a step by step guide to what My Account offers you:

1. Summary

If you pay for your items using your Very Account , the summary section shows your minimum payment, Take 3 payment and due date. You can also see your available to spend, credit limit, current balance and next statement date. Plus there’s a message centre for your personal updates.

If you pay for your items using your debit or credit card the summary section will contain a message centre for your personal updates.

2. Recent Orders

Use this section to track your orders, from the warehouse to your home! You can also amend your delivery if you see a link to the Yodel, Arrow XL or Royal Mail website.

3. Transaction History

View your most recent transactions and get access to your statements. You’ll see a link to download a pdf version of your statement.

4. Make a Payment

If you pay for your items using your Very Account , use this section to make payments off your account online by using direct debit, debit cards, maestro cards and credit cards.

You can also make payments off your Buy Now Pay Later items through the ‘Pay Buy Now Pay Later’ tab within the ‘Make a Payment’ page. You can also see how much is left to pay off each item and how much estimated interested you’ll be charged.

5. Returns

Use this section to arrange a return online – simply choose an option that suits you!

6. My Details

Here you can update lots of things, from your address to your contact preferences!

7. Account Details

To correct or change any details, over-type in the relevant boxes, then simply click ‘Submit’. Please allow up to 48 hours for any new details to be processed and shown online.

8. Contact Preferences

Control how we contact you about our special offers and promotions.

9. Account Queries

Can be accessed first by clicking on “My Details.” Through Account Queries you can contact us securely via webmail with any questions which you may have regarding your account.

10. Address Book

In this section you can add or amend the details in your address book.

Please note: For security reasons if you are a Very Account holder you will not be able to access My Address Book or amend your personal details until you have made a payment off your account.

11. Change Password

Here you can change your current password. Use the password strength indicator to create a strong password – hint: a mixture of letters and numbers will give you a strong password!

12. My APR

This will show you your current interest rate.

Please note we use strict security measures to keep all your details safe.

How do I unlock My Account?

If your account has been locked due to unsuccessful attempts to sign in to your account, you will need to reset your password to continue shopping with us.

Resetting your password is easy! Just follow the steps below:

  1. Click on the 'Sign In' link
  2. Click on ‘Forgotten your password?’
  3. Complete the form and click continue.
  4. We will send you an email containing a link to the password reset page.
  5. Please note: If you don’t receive an email, please check your Junk Email folder before contacting us.
  6. Click on the link in the email and complete the form.

To ensure that your new password is secure, it must;

  • Have at least 8 characters
  • Include at least one lower case letter
  • Include at least one upper case letter
  • Include at least one number

Once you have updated your password you will be able to continue shopping with us straight away. If you have not attempted to log on to your account, please contact us immediately.

How do I change my password?

Changing your password is easy! Just follow the steps below:

  1. Click on the 'Sign In' link
  2. Enter your sign in details as normal using your current password
  3. Go to My Account and click on the My Details tab
  4. Select ‘Change Password’ and complete the form.

To ensure that your new password is secure, it must;

  • Have at least 8 characters
  • Include at least one lower case letter
  • Include at least one upper case letter
  • Include at least one number

If you have any other queries regarding changing your password, you can contact us by clicking on ‘Account Queries’ in the My Details section of My Account and completing the form.

Communications

Why are you emailing me letters?

We are emailing our letters to improve your shopping experience and to get information to you in a more speedy way. Letters can take up to a week to arrive and that’s often too late for the type of message we are sending. It’s kinder to the environment too. We’ll also be able to deal with your queries faster. You can email us back rather than phoning or sending letters, but you can still contact us this way if that’s what you prefer.

(There are some letters we will have to continue to mail to you for security or regulatory reasons).

We’ll store the letters in “My Account” for 8 weeks for you. If you want to keep them for longer you can either print them or download and save them. They will disappear after 8 weeks so that we don’t clutter your account summary tab with old information.

How secure are these emailed letters?

We will send you sensitive letters as a PDF that requires a password to open the attachment. The password is made up of information that we both know and we’ll tell you what we need you to input in the email. It won’t ever be your account number though, for security reasons. If you don’t want to get attachments you can opt out of these by changing your preference in the “my details” tab of my account. We’ll then just email you to let you know we’ve put a letter in “my account” for you to view.

The letters will come from notification@eletters.very.co.uk If you’re ever in doubt about whether it’s a genuine email from Very, check the email has come from this email address before opening it. Alternatively, or if you can’t get your password to work, you can sign in to my account and view the letter safely in the account summary tab.

We strongly suggest you register your own personal email address rather than a shared one to make sure no one else can have access to your personal mail.

Why am I not getting letters emailed to me?

We won't send you emails if you've not registered in 'My Account' or if we can't deliver emails to you. If we haven't got your postcode or phone number we can't construct a password to protect your letter so we'll tell you it's in 'My Account' instead. (You can add a phone number/post code if its missing in 'My Details' at any time)

My Very App

Whether you’re on the move, or relaxing at home, our new MyVery apps makes shopping with us simpler. The new FREE MyVery App is now available for both Android and Apple IOS smart phones. The benefits of shopping via our App include:

  • Shop Faster – with over 40,000 products, easily find the things that you love, including men’s and kids clothes, the latest fashion items, electrical appliances and home electronics.
  • Match Styles – match outfits in the latest trends with assistance from built-in app technology helping you match fashions and styles.
  • Your Basket On the Move – online shopping has never been easier thanks to the ability to use your existing Very account to sync between your devices.
  • Track Orders – wondering where that big delivery of electrical appliances is? Check on the app using our tracking service.
  • View Your Balance – like any great shopping app, we ensure you can check your balance and make payments while on the go. Never miss a bargain!

Find out more and download our app below

Android *Please access from your mobile device

ios *Please access from your mobile device

Recycling

Disposal of Waste Batteries

We offer a take back scheme for all portable waste batteries. Simply return your waste batteries to any Littlewoods Clearance store. To find your nearest store go to www.littlewoodsclearance.co.uk/stores.html. Please do not post any batteries.

Alternatively, you can find your local waste portable battery recycling facility at www.recyclenow.com. Most supermarkets and shops that sell batteries will also have collection bins for used batteries.

If this article does not answer your question, please click here to contact us.

How can I recycle my old electrical product?

If you're looking to dispose of TVs, computers and any other small electrical products you'll need to take these to your local council disposal site. We have contributed to a Distributor Take Back Scheme to finance collection and recycling of WEEE from council disposal sites.

Details of the scheme and your nearest participating site can be found on www.recycle-more.co.uk

If this article does not answer your question, please click here to contact us

Technical

How do I join your affiliate programme

For information on how you can take part in our affiliate programme, please take a look at this link.

What accessibility devices do you recommend?

We recommend - Screen readers:
VoiceOver (Mac)
Jaws (Win)
Window-Eyes (Win)
Emacspeak (Linux)
Braille displays:
Focus (Win)
BrailleNote (Linux)

How accessible are your images?

It's important to us to make very.co.uk accessible. To help do this:

We give most of our images descriptive ALT tags.

For images like graphs and charts, we give descriptions of the information they contain.

What are your Terms and Conditions?

Our full terms and conditions can be found by clicking here.

What can I do if I think I have been a victim of ID theft?

If you think you have been the victim of identity theft, then you can take the following action:

1. Contact our dedicated Identity theft team, where you will be assigned a personal case worker who will deal with the matter for you. They can be contacted at:

Identity Theft Team, Shop Direct Group Ltd, Thynne Street, Bolton, BL3 6AX
0800 0151 290 or alternatively, you can complete an ID Theft Form

2. Apply for a copy of your personal credit report to ensure there are no unknown transactions or applications. You can apply for your credit file from the following agencies:

Equifax PLC
Credit File Advice Centre
PO Box 1140
Bradford
BD1 5US
Tel: 0844 335 0550

Experian Ltd
Consumer Help Service
PO Box 9000
Nottingham
NG80 7WP
Tel: 0844 481 8000

Callcredit Ltd
Consumer Services Team
PO Box 491
Leeds
LS3 1WZ
Tel: 0870 060 1414

What is ID theft?

Identity theft is where someone has obtained your personal details without prior knowledge or consent, with intent to obtain goods and services in your name. It is one of the fastest growing crimes in the UK and anyone is at risk.

If you feel you have been a victim of identity theft please complete an identity theft form.

Where can I get further information on ID theft?

There are a number of different agencies that can provide further information with regards to identity theft.

CIFAS
6th Floor, Lynton House
7-12 Tavistock Square
London
WC1H 9BQ
www.cifas.org.uk

Home Office Identity theft page
www.identity-theft.org.uk

How can I prevent my identity from being stolen?

Ensure all your personal details are kept confidential. Avoid giving them out easily and make certain that you store them in a secure location.

Destroy documents such as bank and other credit statements, household bills and receipts that may show your name, or other personal details.

Ensure that you thoroughly check through statements from the bank, building society or credit cards for unknown transactions.

Fully close accounts that you no longer intend on using, and ensure that you change the addresses on them when you move.

How do I identify spoof emails?

You may receive emails claiming to have been sent by us with subjects such as:

'Your account has been suspended' or 'Online account expired?'

Usually, these emails have not been sent by us and are actually forged. These emails are designed to encourage you to click the links in them and to log in to your account.

These emails are known as phishing emails and use genuine company logos and addresses to look and feel like they have come from the company. The links in these emails usually direct to a fake login page, which is usually identical to the real login page. If you log in, your account details are stolen and may be used to access your account or commit fraud.

If you receive a suspicious email claiming to have been sent by us, you can forward it to customersecurity@shopdirect.com where we can then check its validity. If it is a phishing email we will investigate further. When forwarding suspicious emails, please do not change the subject in the email as this can be useful to us. If possible, please attach the email to a new email and submit it to us.

Please do not click on any of the links in the suspicious email as the purpose of the email is to guide you to a website in order to collect personal information and commit identity theft or other crimes.

If you have entered, or suspect you may have entered, your account details into a phishing website, please follow the information on the 'What can I do if I feel I have been the victim of identity theft' page.

Please note that we will not be able to respond to all of the emails sent to customersecurity@shopdirect.com. If you need any further assistance, please contact us via secure webmail in My Account

Is it safe to key in my SecureCode password online?

No-one at Very can read your password. The information you enter on the screen is sent securely to your card provider who will check it against your registration details and let Very know whether the payment can be accepted. Card suppliers will vary in the amount of information they will ask for to verify your SecureCode. Many will only ask for some of the characters. It will be similar to the process that you go through if you currently use online banking.

Is it safe to key in my Verified By Visa password online?

No-one at Very can read your password. The information you enter on the screen is sent securely to your card provider who will check it against your registration details and let Very know whether the payment can be accepted. Card suppliers will vary in the amount of information they will ask for to verify your SecureCode. Many will only ask for some of the characters. It will be similar to the process that you go through if you currently use online banking.