We’re all in this together

We understand this is an extremely challenging time for everybody.
We remain open, so we can bring you the things you need. We wanted
to update you on some of the things we’re doing to keep both you and
our colleagues safe at this time.

Our customers

We have brought in a series of new measures to protect both you and our colleagues.
That may mean some slight delays to our service compared to normal,
so please bear with us.

Contact-free deliveries

We’re still delivering most items, but they’re likely to take a little longer than normal to reach you because of the additional safety measures we’ve put in place in our warehouses. We will not ask you for a signature and deliveries will be door-step only, allowing us to be contact-free.

Extended returns window

We increased our returns window to 50 days on small items ordered between 1st March and 14th May. For orders outside these dates our standard 28 days returns window still applies. Most Collect+ and Royal Mail locations remain open but please check before you choose to travel. For larger items, you can request your return as normal, we are now able to offer our home collection service again with some temporary changes.

Contacting us

Our customer care team is available to support you with any issues or queries you may be experiencing. As we take measures to protect our team we have fewer advisors than normal taking calls right now, this may mean a longer wait than usual at peak times. We would ask that you use our online support wherever possible e.g. 'My Account' and 'Help & FAQs' but if your query remains please don’t hesitate to contact us, we are here to help you.

Payments

We understand this is a difficult and uncertain time and we are committed to helping our customers who have been impacted by the COVID-19 outbreak. If you need temporary short-term financial support because your ability to make your monthly minimum payment has been affected, you can request a payment freeze on your account for a period up to 3 months. Please login to 'My Account' (not currently available in the Very App) and follow the instructions at the top of the page.

For more detail on this or any other questions, please check here

Our Very community

Like most people in the UK, we want to make a difference where we can, and have been busy looking at ways we can help where it is needed most.

Our local NHS

We are working closely with our amazing NHS hospitals to build support packages for key workers, starting in our North West heartland where we are based. From clothing for front-line nurses and care workers to change into as their scrubs are cleaned, to hand cream and other essentials to kit out staff rooms, we are focused on supplying some of the things that our key workers need most and that will make their shifts that little bit easier. We are grateful to be in a position to offer whatever support we can offer our hardworking NHS staff and will continue to do so.

Our charity partnership

Keeping the kids busy, entertained and, in many cases, home schooled during this period is a big task facing all parents and carers. Our charity partner Coram Beanstalk helps children with the often daunting task of reading aloud. Reading is hugely powerful for all of us right now in providing somewhere to escape to in our imaginations. We are supporting Coram Beanstalk to reach as many children, parents and carers as we can to encourage home reading through a series of live story time sessions –
visit our YouTube channel to watch and read along with us

Patients in isolation

We all know how important it is to keep in touch with family and friends and never has that been more true than it is right now. We are proud to be supporting the #TabletsWithLove campaign, donating tablets to enable patients staying in hospital to stay in contact with their loved ones.

Making time for a friendly hello

We’re so proud of our incredibly loyal customers at The Very Group, some have been with us for over 60 years! With lots of these customers now in isolation we wanted to reach out and check in to see how they’re doing. Our team have been calling them up for chats and sending post box friendly afternoon teas to brighten up their days. The team have enjoyed the catch-ups as much as the customers and heard some inspiring stories, it’s been great to get involved with our customer community.

Our colleagues

We have never been prouder of our people than we are right now. They are working tirelessly and doing amazing things to keep delivering for you, our customers – particularly those in our contact and distribution centres.

We fully support the Government’s efforts to protect our NHS and save lives. All of our colleagues who can work from home are doing so successfully, including many of our customer care team, who are now working from their homes for the first time. In our distribution centres, we’ve implemented increased cleaning, hand sanitisation, protective equipment and strict social distancing measures, and have closed off areas and staggered start and finish times.

“I would like to say a huge thank you – for your ongoing support for Very and your patience and understanding as we have introduced new measures to keep you and our colleagues safe.”

Henry Birch,
The Very Group CEO