Got a Covid-19 question?
Find answers to your most frequently asked coronavirus questions on our FAQ page.
We're all in this together
We understand this is an extremely challenging time for everybody.
We are here to bring you the things you need and make this very
moment a little easier. 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 a series of measures in place to protect both you and
our colleagues. That may mean some slight delays to our
service compared to normal, so please bear with us.
Deliveries
We deliver to Home and Click & Collect locations, with our standard next day delivery available for small items. For delivery of large items, we offer our room of choice delivery service with some adjustments to maintain the safety of both our customers and colleagues.
Delivery to their door
You can also send items directly to someone’s address, which may be useful if it’s not possible to see them. Just add them to your Address Book in 'My Account' and select the alternative delivery address at checkout. We’ll include a delivery note in the parcel, including return details which means they can return things straight to us too.
Returns
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, our home collection service is available with some temporary changes. Our standard 28 days returns window still applies.
Find out more about Delivery and Returns here
Contacting us
Our customer care team is available to support you with any issues or queries you may be experiencing. 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 an uncertain time and we are committed to helping our customers who have been impacted by the COVID-19 outbreak. You can find helpful, impartial financial advice at MoneyHelper and the Financial Conduct Authority. The ability to request a payment freeze ended on the 31st March 2021.
However, you can request an extension to your current payment freeze provided there has been no breaks and you have not already received 6 months of support. Please be aware, all payment freezes must end by 31st July 2021, which means you may not receive the maximum 6 months. To request an extension please login to 'My Account' (not currently available in the App) and follow the instructions at the top of the page.
If you are experiencing financial difficulties and would like to discuss the options available to you, please get in touch.
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 Partnership with Coram Beanstalk
The Very Group have a long-term partnership with Coram Beanstalk and Coram Life Education. During these unprecedented times, together we believe it is crucial that we look out for each other as much as we can. With the importance of supporting communities being the heart of our partnership, we wanted to say thank you to those who have been doing an amazing job of assisting children. We recognise and appreciate the hard work teachers have been doing for children to help them continue their education.
Through our partnership, we have put together educational packages for 30 schools close to our locations, which include Laptops, Printers, Books, Crayola bundles, Data wifi spots and Headphones. We hope that these bundles can help pupils and schools with the ongoing challenges during the Covid-19 pandemic, as well as support children’s long-term development through reading.
Our local NHS
We’ve worked 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 focused on supplying some of the things that our key workers needed most to make their shifts that little bit easier. We are grateful to be in a position to offer whatever support we can to our hardworking NHS staff and will continue to do so.
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 have supported 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! At a time when lots of these customers were in isolation, we reached out to check in & see how they were doing. Our team got on the phone and called them for chats, as well as sending post box friendly afternoon teas to brighten up their days. The team 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.
Tee for charity!
As well as creating our own community initiatives, we supported our strategic partners with theirs too! When our media partner Global approached us and requested that we support their emergency 'Make Some Noise' appeal, we jumped at the opportunity! Due to Covid, many local community charities & support groups have suffered. The MSN emergency appeal will help to support charities & vulnerable people who have been struggling to cope during this time. We worked with Global to create a selection of charity t-shirts, with all profits going to the charity!
Our colleagues
We have never been prouder of our people than we’ve been since COVID. They've worked tirelessly 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