Got a query or need help with your Account, our Very Assistant is here to help you 24/7.

Simply log into your account, here and tap on the Very Assistant. And don’t worry, if our Very Assistant can’t find the answer it will hand you over to our Customer Care Team to resolve your query.

Buy Now Pay Later

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

To make a full or partial payment simply log into "My Account", choose "Make a payment", select "Pay Buy Now Pay Later" and allocate your payment to the specific Buy Now Pay Later you wish to pay off.

Making partial payments without clearing the cash price in full will reduce the lump sum of compound interest charged at the end of the delayed payment period.

Remember, if you choose not to pay the cash price before the end of the delayed payment period, any outstanding balance plus a lump sum of compound interest will be charged to your Very Account. Interest is charged at your account rate.

What is compound interest?

Simply put, it means interest charged on interest. On your Very account interest is calculated on the daily balance (excluding BNPL purchases – the interest for BNPL is worked out separately but follows the same principle). Every month this interest is added to the account and the calculation process starts again.

Where is Buy Now Pay Later shown on my statement?

A breakdown of all Buy Now Pay Later purchases can be found in the BNPL Summary on your statement. You can also log into “My Account” and go to “Transactions & Statements” to view your Buy Now Pay Later purchases.

What is excluded from Buy Now Pay Later?

The costs for delivery and installation services cannot be placed on Buy Now Pay Later. Buy Now Pay Later availability is subject to your credit and account status.

How do I return an item?

We’ve changed how you return items but don't worry it's still really easy to return as long as it's within the 28 day approval guarantee period, you just need to go to My Account and follow some simple steps. 

  1. Log in to My Account
  2. Select the 'Returns' tab online or select the 'My Orders' tab on the App
  3. Find your order and select the item(s) that you wish to return
  4. Choose your return method, click ‘Get label’ and follow the steps on screen to generate your code
  5. On the form you received in your parcel, fill in the reason for return code in the box for each item you are returning. You must place this form and all items you are returning in the parcel. It's important you do this to avoid a delay with your refund
  6. Drop off your parcel at your selected Collect+ store or Post Office and show your code. The returns address label will be printed for you

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

Christmas Gifts: we’ve extended our 28 day approval guarantee so you can return any unused gifts bought between Saturday 2nd October & Sunday 12th December. Please return them to us by Sunday 9th January 2022. All the usual approval guarantee conditions apply. Christmas trees and decorations are excluded from this extension.

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

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

Post Office (up to 20kg) - Return items easily via the Post Office. Please note, any items exceeding the 20kg weight limit will incur a charge.

For Supplier Direct Delivery Returns click here.

How do I track my order?

Tracking your order is really easy! Simply click on the below video to guide you through.

If your item is being delivered by Yodel, Arrow XL or Royal Mail you’ll see an icon that will direct you direct to their website, once your item has been despatched.

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.

  • Click on My Account
  • Log in
  • Click Order History
  • Click Track Parcel for the most up to date tracking information
  • Click carrier tracking for further information (You will be taken to the carriers website)
  1. Access the ‘Recent Orders’ tab on My Account (you will need to log in if you haven’t already)
  2. Find your order, then click 'Track Parcel' to reveal the latest information on your order status.
  3. 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 dispatched.
  4. You’ll be able to get up to date tracking information and make amendments to your delivery if available.

What is My Account?

My Account lets you manage your account online with us 24/7. That means you can track your latest order, make a payment or arrange a return whenever you like. It really is up to you.

Below is a step-by-step guide to what My Account offers you:

1. Summary

If you pay for your items using your Very Pay account, the summary section shows your minimum payment, Take 3 and due date. You can also see your available to spend, credit limit, current balance and next statement date. There’s even 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! If you see a link to the Yodel, Arrow XL or Royal Mail website it means you can amend your delivery.

3. Transactions & Statements

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 account you can use this section to make payments off your account online using direct debit, debit cards, Maestro cards and credit cards.

You can also make a full or partial payment towards your Buy Now Pay Later purchases. Simply log into My Account, choose “Make a payment”, select “Pay Buy Now Pay Later” and allocate your payment to the specific Buy Now Pay Later you wish to pay off.

Making partial payments without clearing the cash price in full will reduce the lump sum of compound interest charged at the end of the delayed payment period.

Remember, if you choose not to pay the cash price before the end of the delayed payment period, any outstanding balance plus a lump sum of compound interest will be charged to your account. Interest is charged at your account rate.

5. Returns

Use this section to arrange a return of a faulty item online by choosing the option that best suits you! You can also make a return via Collect+ and it’s free!

6. My Details

This is where you can update lots of things, from your address to your contact preferences!

7. Account Details

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

8. Contact Preferences

Choose how we contact you about special offers and promotions.

9. Account Queries

They can be accessed by clicking on 'My Details'. Through Account Queries, you can contact safely and securely via webmail.

10. Address Book

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

Just so you know: For security reasons, if you are an 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

This is where you can change your current password. It’s a good idea to use the password strength indicator to create a password that’s strong. A mixture of letters and numbers should give you a password that’s safe and secure.

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’ll need to reset your password so that you can continue to shop.

Just follow the simple steps below and you’ll soon be browsing all your favourite things again.

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

It’s really important that your new password is secure so please make sure it:

  • 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’ve updated your password you’ll be able to go shopping at Very right away. If you haven’t attempted to log on to your account, please get in touch with us immediately.

How do I change my password?

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

  1. Go to My Details tab in My Account.
  2. Select ‘Change Password’ and complete the form.

It’s really important that your new password is secure so please make sure it:

  • Has at least 8 characters.
  • Includes at least one lower case letter.
  • Includes at least one upper case letter.
  • Includes at least one number.

How to place an order

Click on the video above to see how easy it is to place an order online.

Can I have a payment freeze?

No, all payment freezes ended on the 31st July 2021.

If you are experiencing financial difficulties please get in touch. Click here for details (lines are open Monday to Friday 8am – 8pm and Saturday 8am – 6pm).

What is 'Affordability' and why do you need my details?

When we assess your credit limit we ask you for some information such as your residential status and annual income, known as ‘Affordability’ questions. We use a credit reference agency to verify your responses for to help us to determine a credit limit that is affordable to you.

We will regularly assess your credit limit, verifying information provided by you with a credit reference agency (this will leave a soft search footprint on your financial record which will not be seen by third parties such as lenders).

So we can provide the best service, we expect you to provide accurate and complete information on the affordability questions, particularly with reference to any information that may impact our assessment of affordability.

How and where do I change my credit limit?

To change your credit limit or view you affordability details, log in to ‘My Account’ and go to My Credit Details.

Prior to requesting a credit limit change we need you to enter or update your affordability details, to request a credit limit change there are two options:

  1. Apply for credit limit increase
  2. Request credit limit decrease

What is persistent debt?

How will I know if my account is in persistent debt?

As part of the FCA rules on persistent debt we will be in touch if you have, over the past 18 months, paid more in interest, fees and charges on your account than towards paying back the amount you borrowed. Under the FCA rules this means your account is in something called “persistent debt”. We will monitor your account and will let you know when your account is in persistent debt.

18 months notification: If your account is identified as being in persistent debt, then we will contact you to explain your options and offer support if you need any extra help.

27 months notification: If you have not made sufficient payments to help reduce your persistent debt balance, we will get in touch again and explain what you need to do next.

36 months notification: If you're still in persistent debt at this stage, we will contact you with the option of a Persistent Debt Plan to repay your balance within a reasonable period of time.

If you choose to opt out of a Persistent Debt Plan we may need to suspend your credit account.

Why does it matter if I'm in persistent debt?

Although your credit account gives you flexibility on how to repay your balance, making consistently low payments compared to your balance may not be a cost effective way to borrow. Having long term debt also means that you're more at risk of running into financial difficulties in the future.

Will this affect my credit score?

No, but having long term debt could mean that you’re more at risk of running into financial difficulties in the future.

Am I doing anything wrong by just paying my minimum payment?

No, but it could be costing you more than it needs to. We’re encouraging you to review what you pay to see if you can increase this or commit yourself to paying a fixed amount each month (just make sure its always over your minimum payment). If you’re not able to increase your payments or think it might be a struggle, get in touch and let us know and we can discuss your options with you. Contact details can be found at the bottom of this page.

What if I can only pay my minimum payment one month?

You always have the option to pay the minimum amount, however we would recommend increasing this again as soon as you are able. This will help to reduce the amount of interest charged and clear your balance sooner.  Should your account remain in persistent debt for a period of 36 months, we will contact you with the options to repay your balance within a reasonable period of time.

How can I pay less interest in the future?

If you choose the Take 3 payment option, it allows you to split the cost of your purchases over 3 months and avoid interest. Simply pay the Take 3 amount on your statement and you’ll pay no interest on qualifying purchases if you make your three Take 3 payments on time.

If you use Buy Now Pay Later, you can avoid all of the interest by paying the cash price before the end of the delayed payment period. This can be done in one full payment or multiple partial payments. Making partial payments without clearing the cash price in full will reduce the lump sum of compound interest charged at the end of the delayed payment period.

What is a Persistent Debt Plan?

If you are offered a persistent debt plan, this is a way to help you pay your persistent debt balance within a reasonable period of time. Your Plan will be for a fixed number of monthly instalments and will form part of your monthly minimum payment. We will contact you with details of the plan if applicable.

What are my delivery options?

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

What is 'Supplier Direct Delivery'?

What is 'Supplier Direct Delivery’?

We have teamed up with some of our biggest fashion and sports brands to extend the range of products we can offer from them. These products will be delivered direct from them via their preferred delivery partners which may differ from our usual providers e.g. Yodel and Royal Mail.

Why is there no free delivery option for 'Supplier Direct Delivery' Products?

We are not currently able to offer collect+ on these products so these will be delivered via standard delivery to a home address. More details on delivery options here.

How do I track ‘Supplier Direct Delivery” Products?

Tracking these products works the same as all other items. More detail on this process can be found in our FAQ's, under Delivery.

How will I know if it's a 'Supplier Direct Delivery' product?

Products will show 'Delivered by (name of supplier)' on the product page (once your item/size has been selected).  

How do I return a 'Supplier Direct Delivery' Product?

  • If you need to return a product delivered direct from our suppliers, check for any instructions that may have come in the original parcel.
  • For some suppliers, returns need to go direct back to them. In this case you should have a returns slip and either a pre-printed returns label or supplier website address along with details on how to generate a returns label.

How do I track my order?

Tracking your order is really easy! Simply click on the below video to guide you through.

If your item is being delivered by Yodel, Arrow XL or Royal Mail you’ll see an icon that will direct you direct to their website, once your item has been despatched.

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.

  • Click on My Account
  • Log in
  • Click Order History
  • Click Track Parcel for the most up to date tracking information
  • Click carrier tracking for further information (You will be taken to the carriers website)
  1. Access the ‘Recent Orders’ tab on My Account (you will need to log in if you haven’t already)
  2. Find your order, then click 'Track Parcel' to reveal the latest information on your order status.
  3. 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 dispatched.
  4. You’ll be able to get up to date tracking information and make amendments to your delivery if available.

How do I cancel my order?

Cancelling your order is really easy. Just follow the steps below:

  1. Access the ‘Recent Orders’ tab in My Account. (You’ll need to log in if you haven’t already)
  2. Find your order, then click 'Cancel Item'. You will then see a confirmation message to confirm if it’s been possible.

Please note, your order may already have been processed and be on its way to you. You have the legal right to cancel your order within 14 days of receiving the goods. This does not apply to personalized products or certain audio/video equipment/computer software.

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

We can’t guarantee a change in delivery due to timing & where the item may be coming from, but you can try using the link to the carrier website in the Track Parcel pages within My Account.

  1. Select the 'Recent Orders' tab in My Account.
  2. Find your order, then click 'Track Parcel' to reveal the latest information on your order status.
  3. 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 dispatched.
  4. 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. Please note, the options available to you will all depend on which carrier will be delivering your parcel and the services they offer.

What if I miss my delivery?

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

Alternatively go to:

  1. Select the 'Recent Orders' tab on My Account
  2. Find your parcel, then click 'Track Parcel' to reveal the latest information on your order status.
  3. 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.

We’ll automatically refund any premium delivery/nominated day delivery charges. By the way, there’s no need to contact us.

What if my delivery is late?

Sometimes we experience issues that cause a slight delay with your delivery. 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. Select the 'Recent Orders' tab in My Account
  2. Find your order, then click 'Track Parcel' to reveal the latest information on your order status.
  3. 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.

Will you deliver during adverse weather conditions?

If where you live is affected by severe weather, you may experience delays to deliveries and collections. If there’s a problem we’ll let you know by posting news of impacted postcodes here.

Our delivery drivers always work hard to get your order to you on time. If we’re unable to deliver your parcel we’ll call ahead to let you know and rearrange another collection or delivery time. If you haven’t received a call from us you can be sure that your order is on its way!

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

  1. Select the 'Recent Orders' tab in My Account.
  2. Find your parcel, then click 'Track Parcel' to reveal the latest information on your order status.
  3. 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. Please check the card for details.

The item may have been left in the secure delivery location that you suggested as a safe place. Alternatively, the courier may have left the parcel with a neighbour.

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

  1. Select the 'Recent Orders' tab in My Account
  2. Find your order, then click 'Track Parcel' to reveal the latest information on your order status.
  3. 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. Select ‘Recent Orders’ In My Account.
  2. Click ‘Track Parcel’ and you’ll see your order status move from ‘processed’ to ‘dispatched’.
  3. Under the Latest Tracking Information you’ll see a live tracking status of ‘Dispatched By’, ‘Available to deliver’ ‘Loaded onto Van’ or ’Passed to Courier’.
  4. When the item has been delivered your order status will move from ‘dispatched’ to ‘delivered’.

How do I get help with my Collect+ delivery?

If you need help with your Collect+ delivery please click here. You can also retrieve your collection code from here if you need to.

Connection and removal charges.

Take a look at the options below:

Washing machine connection - £19.99

Washing machine removal - £19.99

Washer Dryer connection - £19.99

Washer Dryer removal - £19.99

Dishwasher connection - £19.99

Dishwasher removal - £19.99

Tumble Dryers removal only - £19.99

Fridge Freezers, Fridges, Freezers removal only - £19.99

Cookers – Gas and Electric connection - £80

Cooker removal (except range or built in) - £19.99

Range cooker removal only - £19.99

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, drained of water 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 you have booked removal for your appliance please ensure it is disconnected and for washing machines, dishwashers & washer dryers these should also be fully drained of water and fridge/freezers should be 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.

Large item delivery expectations:

Our large item delivery services are subject to driver and vehicle availability. You’ll be able to see whether Next Day delivery is available to you once you enter your postcode on the product page.

We deliver UK-wide but our delivery services may take a little longer if you live in remote areas like the Scottish Highlands and Northern Ireland.

Some items come direct from suppliers. If so, we'll give you an estimated availability time frame on the product page and this will translate into an estimated ‘delivery by’ date at check-out based on working days. Our carrier will contact you once the goods have arrived with them to agree the actual suitable delivery date with you. You can also track your order’s progress in MyAccount.

Next day delivery isn’t available on certain items during sales and other promotions. Check the items delivery info at check out.

About Local Collect

For selected product direct from our suppliers instead of delivering a parcel to your home or business address, you can select a Local Collect pickup point and collect your parcel at a time that's convenient for you.

Local Collect is a service provided by Royal Mail as an alternative to home delivery. Royal Mail will deliver your parcel to a Post Office® branch of your choice for you to collect at your convenience.

Pickup to a Local Collect pickup location is free for Very customers.

Your parcel will be delivered on your estimated delivery date before 18:00. When your parcel is ready for collection from the pickup location, you'll receive an e-mail notification/SMS with pick-up instructions. You can check progress of your parcel on ‘my account’ or via https://www.royalmail.com/track-your-item#/.

Local Collect can accept items up to 90cm x 60cm x 60cm with a maximum weight of 10kg. To collect your parcel, you'll need your parcel tracking number and identification that matches the name that you selected during checkout.

You can use one of the following forms of identification to collect your package:

  • Cheque Guarantee / Credit / Debit Card
  • Bank/Building Society Book
  • Valid Passport
  • Cheque Book
  • Driving Licence
  • Photo Identity Card (Foreign National, Military, Police Warrant, Royal Mail Employee)

All parcels must be picked up within 18 days. If you can't collect your parcel within this time, it'll be returned to us and you'll receive a refund.

How do I return an item?

We’ve changed how you return items but don't worry it's still really easy to return as long as it's within the 28 day approval guarantee period, you just need to go to My Account and follow some simple steps. 

  1. Log in to My Account
  2. Select the 'Returns' tab online or select the 'My Orders' tab on the App.
  3. Find your order and select the item(s) that you wish to return
  4. Choose your return method, click ‘Get label’ and follow the steps on screen to generate your code.
  5. On the form you received in your parcel, fill in the reason for return code in the box for each item you are returning. You must place this form and all items you are returning in the parcel. It's important you do this to avoid a delay with your refund
  6. Drop off your parcel at your selected Collect+ store or Post Office and show your code. The returns address label will be printed for you.

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

Christmas Gifts: we’ve extended our 28 day approval guarantee so you can return any unused gifts bought between Saturday 2nd October & Sunday 12th December. Please return them to us by Sunday 9th January 2022. All the usual approval guarantee conditions apply. Christmas trees and decorations are excluded from this extension.

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

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

Post Office (up to 20kg) - Return items easily via the Post Office. Please note, any items exceeding the 20kg weight limit will incur a charge.

For Supplier Direct Delivery Returns click here.

What are my Returns options?

For information on all our return options click here.

How do I return supplier direct delivery lines?

How do I know if I need to return to a supplier and not Very?

For some suppliers, returns need to go direct back to them. In this case you should have a pre-printed returns label and returns slip to use for your return to them. You can also identify this in My Account, following some simple steps. 

  1. Log in to 'My Account'
  2. Select the 'Returns' tab online or select the 'My Orders' tab on the App
  3. Find your order and item(s) that you wish to return
  4. The item(s) should be non selectable and have the message “item will be returned directly to brand” with a pop up to explain more

I do not have a Returns slip or postage label in my parcel, what do I do next?

Click on the applicable brand link below and this will provide you with all the information needed to return your item.

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 online or the ‘My Orders’ tab if using our app
  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 visit our support hub for useful tips and dedicated support links.

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 information below:

  1. Our standard Approval Guarantee returns window continues to be 28-days
  2. Please ensure the product is unused, complete and safely wrapped in its original packaging and that any security tags are still intact
  3. On the advice note, fill in the reason for return code in the box for each item you are returning and place this form and all items inside the parcel as normal. If you don’t have an advice note please include details of the order
  4. Visit the ‘Returns’ tab in 'My Account' or the 'My Orders' tab if using our App within the 28 day approval guarantee period and select the items you wish to return. Choose your return method, click ‘Get label’ and follow the steps on screen to generate your Collect+ or Post Office code
  5. Large items - please request a return by calling our Customer Care Team within the 28-day approval period to inform us you would like to return the item. We are able to offer our home collection service with some temporary changes, please see our COVID-19 FAQs for more details. Until then please keep the product safe and adequately protected

All items will be inspected upon return.

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

If you bought your item using Very Pay you can check to see if your returned item has been credited by visiting Transactions & Statements in My Account.

If you bought your item using a debit or credit card please allow 3 working days from when we receive your item back for your card to be credited. You can check where your return is up to by visiting Transactions & Statements in My Account.

What is your Returns policy?

Coronavirus Update:

  • Our standard Approval Guarantee returns window continues to be 28-days.
  • Small Items - most Collect Plus stores and Post Office counters remain open wherever possible for deliveries and returns. Please check that your local store is still operating by visiting https://www.collectplus.co.uk/store-locator or Royal Mail at https://www.postoffice.co.uk/branch-finder.
  • Large items - please request a return by calling our Customer Service Team within the 28-day approval period to inform us you would like to return the item. We are able to offer our home collection service with some temporary changes, please see our COVID-19 FAQs for more details. Until then please keep the product safe and adequately protected.

VERY RETURNS POLICY

Our 28 Day Approval Guarantee

We will 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. The Approval Guarantee does not apply to some goods or may only apply if certain conditions are met. Such goods are identified on the product page and any applicable conditions are set out there. Returns are free under our Approval Guarantee.

If you return goods outside the scope of the Approval Guarantee and have not exercised your legal right to cancel (explained below) we reserve the right to either:

  • return the goods to you at your cost or
  • accept the return of the goods subject to us making a deduction from the refund to reflect any loss in value arising from your handling of the goods and to us applying a charge to cover our processing costs.

Your Right to Cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You also have the legal 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 have 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 products for separate delivery, the cancellation period will end 14 days after receipt of the last item. You must clearly communicate to us your decision to cancel before the end of the cancellation period. You can do this, for example, by completing and sending us the Model Cancellation Form found in the Returns section of our website Help pages.

If you do cancel, we will reimburse you the cost of the cancelled goods and 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. So, if you use our courier service to return the goods you will be responsible for the cost of the return. In such cases, we will deduct the standard delivery charge from your refund so that you do not have to make a further payment for the return.

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.

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’ll identify if it is part of a multibuy deal such as ‘3 for 2’ to work out if the offer still applies. If the offer is broken, and by that we mean you return one of your 3 for 2 items and keep the free one, we’ll automatically reverse the offer and charge you the correct selling price for the items you keep.

Here are some examples to show you what we mean:

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’ll also automatically debit your account for the original ‘free’ item at £10.
  • So your final spend will be £22.

How do I return a parcel that has been sent to an alternative address?

Let us know you want to return in the normal way here. The person returning the parcel will need the returns code in order to return to the selected Post Office or Collect+ on your behalf .  You can send them a screen shot of your returns code or forward the confirmation email.

How many labels do I need to return multiple items?

If possible, please return all items in the same parcel you only need to click 'Get Label' once and generate 1 code. If you are sending back multiple parcels you will need separate labels for each parcel as they have unique tracking numbers. Remember your returns address label will be printed for you at your chosen Collect+ or Post Office, just show your code when you hand over your parcel.

Do I need a printer for my return?

No you don't need a printer to return your items. Once you have generated your Collect+ or Post Office code you can show this in your selected store when you drop your parcel off, they will print the returns address label for you and stick it to your parcel. It’s as easy as that! To get your returns code go to 'How do I return an item' and follow the simple steps.

How do I contact you?

Frequently Asked Questions

For the quickest answers to all the most common queries, have a look to see if it’s been covered here first.

View FAQs

Very Assistant

Our Very Assistant helps thousands of people a day and is available 24/7. Simply log in to your Account.

And don’t worry, if our Very Assistant can’t find the answer it will hand you over to our Customer Care Team to resolve your query.

Go to My Account

Call us

If your query remains though please don’t hesitate to contact us.

View contact details

Just to let you know our returns are now online so no need to ring us, just go to returns and follow some easy steps

How do I make a complaint?

We’re really sorry that you are not happy with our service. If you need to contact us, you can do so via the following channels and we’ll do our very best to put things right;

  • Call our Customer Care Team, click here for details.
  • Or you can write to us at:
    Very
    Customer Excellence
    Sandringham House
    Sandringham Avenue
    Chelmsford,
    CM92 1LH

Our Customer Care team is available to support you. 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.

If your complaint relates to your Payment Protection Insurance Policy (PPI), please click here.

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 - https://ec.europa.eu/consumers/odr/

How do I make a PPI Complaint?

The PPI complaint deadline has now passed

The Financial Conduct Authority set a deadline of 29 August 2019 for making a complaint in relation to PPI mis-selling or the non-disclosure of commission for PPI policies. If you didn’t make a complaint to us on or before the 29 August 2019, you can no longer claim money back for PPI by complaining to us or the Financial Ombudsman Service.

We may consider PPI complaints brought to us after the deadline if you couldn’t complain within the time limit because of exceptional circumstances. You would need to provide evidence to confirm that you were affected by circumstances that were exceptional and that those circumstances caused the delay.

Complaints about rejected claims or administrative matters not connected to the PPI sale will still generally be in time.

You can make a complaint by writing to us at the address below or by calling us, click here for details (lines are open Monday to Friday 9am to 5pm).

Shop Direct Finance Company
Customer Excellence
Sandringham House
Sandringham Avenue
Chelmsford
CM92 1LH

Please note that the run up to the deadline has been a particularly busy period for us, which may result in your final response being delayed. If you raised a PPI complaint prior to 29 August 2019 and are yet to receive your final response letter, please be assured that we are in the process of dealing with your complaint and will be in touch with you shortly. If you have any queries regarding the status of your PPI complaint, please contact us on Freephone 0800 015 8512 (lines are open Monday to Friday 9am to 5pm).

If you are unhappy with the outcome of your complaint you may be able to refer the matter to the Financial Ombudsman Service by writing to them at South Quay Plaza, 183 Marsh Wall, London E14 9SR or by calling them, click here for details. Alternatively you can simply visit their website at www.financial-ombudsman.org.uk and follow the instructions for referring a complaint, stating clearly the nature of the complaint and the party to which that complaint was originally addressed.

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 for all Very credit card related queries, click here for details

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

Your statements are available for you to view:

Go onto ‘Transactions & Statements’ in My Account.

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.

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

A breakdown of all Buy Now Pay Later purchases can be found in the BNPL Summary on your statement. You can also log into "My Account" and go to "Transactions & Statements" to view your Buy Now Pay Later purchases.

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 due to be charged. 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.

Can I change my payment due date?

No. Payment due dates cannot be changed however you will always have 20 days in which you can pay between the statement being produced and the payment due date.

How often will I receive my statement?

You will receive a statement every calendar month.

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, Take 3 or total balance) to be collected. From then on the requested amount on your statement will be deducted from your account on a regular basis every month. Very can only take the agreed amount. 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. You can set up a Direct Debit online using My Account. You must be the account holder and the only person required to authorise debits on this account. The account that you use must accept direct debits (e.g., some savings accounts do not accept direct debits)

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

If you have a query regarding an indemnity claim for your Direct Debit with Very, please speak to your bank or building society. For any other queries please contact us via webchat above.

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

Yes, payments are processed every month in-line with your fixed payment due date, unless this day falls on a weekend or on a bank holiday then your payment will be taken the next available working day.

Can I cancel a Direct Debit?

You can cancel your Direct Debit from the Payments tab within My Account by clicking on to Direct Debit and selecting cancel. Please ensure you also cancel the Direct Debit with your bank/building society.

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 or Internet. 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.

You may want to change your payment amount (minpay, Take 3 or full balance) You can do this via the Payments tab in My Account and selecting the direct debit tab.

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 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 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.

Problems setting up a Direct Debit?

If you are having difficulties setting up a Direct Debit, check the following :

  • You must be the bank account holder and the only person required to authorise direct debits on this account
  • The bank account that you use must accept Direct Debits (e.g, some savings accounts do not accept Direct Debits)
  • The name and address details held by your bank or building society must match those in My Account.
  • If you are continuing to have problems then please contact us via webchat or your bank or building society for advice

The Direct Debit Guarantee

  • This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits
  • If there are any changes to the amount, date or frequency of your Direct Debit we will notify you normally within 14 working days in advance of your account being debited or as otherwise agreed. If you request us to collect a payment, confirmation of the amount and date will be given to you at the time of the request
  • If an error is made in the payment of your Direct Debit, by us or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society
  • - If you receive a refund you are not entitled to, you must pay it back when we ask you to
  • You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us

Buy Now Pay Later

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

To make a full or partial payment simply log into "My Account", choose "Make a payment", select "Pay Buy Now Pay Later" and allocate your payment to the specific Buy Now Pay Later you wish to pay off.

Making partial payments without clearing the cash price in full will reduce the lump sum of compound interest charged at the end of the delayed payment period.

Remember, if you choose not to pay the cash price before the end of the delayed payment period, any outstanding balance plus a lump sum of compound interest will be charged to your Very Account. Interest is charged at your account rate.

What is compound interest?

Simply put, it means interest charged on interest.  On your Very account interest is calculated on the daily balance (excluding BNPL purchases – the interest for BNPL is worked out separately but follows the same principle). Every month this interest is added to the account and the calculation process starts again.

Where is Buy Now Pay Later shown on my statement?

A breakdown of all Buy Now Pay Later purchases can be found in the BNPL Summary on your statement. You can also log into "My Account" and go to "Transactions & Statements" to view your Buy Now Pay Later purchases.

What is excluded from Buy Now Pay Later?

The costs for delivery and installation services cannot be placed on Buy Now Pay Later. Buy Now Pay Later availability is subject to your credit and account status.

Take 3

You can find out all about our ways to pay in our Very Pay hub.

What is Take 3?

‘Take 3 enables you to split the cost of Non BNPL purchases into 3 equal payments and pay no interest. It couldn't be easier - just add your shopping to your 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 click “Add to account” at checkout. We’ll calculate your Take 3 payment and show this on your statement and in ‘My Account’. You can then choose whether to pay the Take 3 amount shown on your monthly statement (you can also check the amount due in My Account). Please note, BNPL purchases are not eligible for Take 3.

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 month.

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 not wish to make the Take 3 payment). If you choose not to make the Take 3 payment interest is charged at your account interest rate.

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. You can choose to put some orders on BNPL whilst using Take 3 to pay for other orders which have been added to your account.

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 choose to make the minimum payment only, the outstanding balance of any items qualifying for Take 3 will incur interest. Interest will be charged from the start of the statement period or date of order if purchased within the statement period.

Any subsequent 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 12 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.

What is persistent debt?

If you've paid more in interest and charges than you've paid off the amount you borrowed over an 18 month period, this is considered persistent debt by the Financial Conduct Authority.

How will I know if my account’s in persistent debt?

If you’re in persistent debt we’ll get in touch by letter or email to let you know and advise you of what actions you can take to help improve your situation.

I’ve received a letter or email from you saying I’m in persistent debt – have I done something wrong?

No, you haven’t done anything wrong – lots of customers making minimum or low repayments have been sent a letter or email.

What do I need to do if my account is in persistent debt?

We suggest you look at your finances to see if you can afford to increase the amount you pay each month. You could also try to make extra payments where possible. Taking these actions will clear your balance sooner and you’ll pay less interest.

Do I have to pay my full balance in 18 months?

No, we’re not asking you to pay off your balance. You just need to pay more of the amount you’ve borrowed compared to the amount of interest and charges.

What if I don’t increase my payments?

We’ll regularly review your account and we’ll contact you again if we find that your position has not changed. To prevent you from getting into further debt, we may have to suspend your account. If this happens you won’t be able to shop on your account until we’ve agreed an appropriate plan for you to repay your outstanding balance. We may also make the credit reference agencies aware of your circumstances.

Can I just pay my minimum payment?

Yes, you can still pay just your minimum payment if money is tight one month. However, we would recommend increasing the amount you pay each month to help improve your situation

What if I can’t afford to increase my payments?

If you think that increasing your payments could be a struggle for you, please let us know and we’ll do what we can to help. Visit our page very.co.uk/persistentdebt for more information including contact details.

Alternatively, if you’re experiencing significant or potentially long-term financial difficulties, it may be beneficial to contact a debt advice service. StepChange Debt Charity offers free, impartial and confidential advice; you can visit their website at www.stepchange.org or you can call them, click here for details.

What is My Account?

My Account lets you manage your account online with us 24/7. That means you can track your latest order, make a payment or arrange a return whenever you like. It really is up to you.

Below is a step-by-step guide to what My Account offers you:

1. Summary

If you pay for your items using your Very Pay account, the summary section shows your minimum payment, Take 3 and due date. You can also see your available to spend, credit limit, current balance and next statement date. There’s even 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! If you see a link to the Yodel, Arrow XL or Royal Mail website it means you can amend your delivery.

3. Transactions & Statements

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 account you can use this section to make payments off your account online using direct debit, debit cards, Maestro cards and credit cards.

You can also make a full or partial payment towards your Buy Now Pay Later purchases. Simply log into My Account, choose “Make a payment”, select “Pay Buy Now Pay Later” and allocate your payment to the specific Buy Now Pay Later you wish to pay off.

Making partial payments without clearing the cash price in full will reduce the lump sum of compound interest charged at the end of the delayed payment period.

Remember, if you choose not to pay the cash price before the end of the delayed payment period, any outstanding balance plus a lump sum of compound interest will be charged to your account. Interest is charged at your account rate.

5. Returns

Use this section to arrange a return of a faulty item online by choosing the option that best suits you! You can also make a return via Collect+ and it’s free!

6. My Details

This is where you can update lots of things, from your address to your contact preferences!

7. Account Details

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

8. Contact Preferences

Choose how we contact you about special offers and promotions.

9. Account Queries

They can be accessed by clicking on 'My Details'. Through Account Queries, you can contact safely and securely via webmail.

10. Address Book

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

Just so you know: For security reasons, if you are an 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

This is where you can change your current password. It’s a good idea to use the password strength indicator to create a password that’s strong. A mixture of letters and numbers should give you a password that’s safe and secure.

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’ll need to reset your password so that you can continue to shop.

Just follow the simple steps below and you’ll soon be browsing all your favourite things again.

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

It’s really important that your new password is secure so please make sure it:

  • Has at least 8 characters.
  • Includes at least one lower case letter.
  • Includes at least one upper case letter.
  • Includes at least one number.

Once you’ve updated your password you’ll be able to go shopping at Very right away. If you haven’t attempted to log on to your account, please get in touch with us immediately.

How do I change my password?

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

  1. Go to My Details tab in My Account.
  2. Select ‘Change Password’ and complete the form.

It’s really important that your new password is secure so please make sure it:

  • Has at least 8 characters.
  • Includes at least one lower case letter.
  • Includes at least one upper case letter.
  • Includes at least one number.

Communications

Why are you emailing me letters?

We’re emailing our letters to make your shopping experience even better as well as getting information to you in a more speedy way. Letters can take up to a week to arrive, which is too late for the type of message we’re sending. It’s kinder to the environment and means we can deal with your queries faster. However, there are some letters we’ll 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. Want to keep them for longer? No problem. You can either print them or download and save them. Just so you know, we’ll remove them after 8 weeks so that we don’t clutter your account summary tab with old information.

How secure are these emailed letters?

We’ll 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. For security reasons the password will never be your account number. 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’. If you chose not to receive PDF emails we’ll just email you to let you know we’ve put a letter in ‘My Account’ for you to view.

The letters will come from Very and you’ll see the email address displayed as notification@eletters.very.co.uk. If you’re ever worried about whether it’s a genuine email from Very, check the email has come from this email address before opening it. Alternatively, you can sign into ‘My Account’ and view the letter safely in the account summary tab.

We highly recommend 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 it’s 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

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, in My Account.

Click "My Details"

Click "Account Queries", and select "You have asked me to send in proof of change of name / address / DOB"

You will have the option to select, change of name, date of birth amend or change of address.

Proof of Residency (A copy of one of the following documents dated within the last 3 months)

  • A bank or credit/debit card statement
  • Recent Utility Bill
  • Council Tax Bill
  • Official government document (housing/council tax benefit or tax credit)

Proof of name change

  • Marriage Certificate
  • Deed poll
  • Decree Absolute (we will need a copy of your birth certificate as well)
  • Civil partnership certificate
  • Gender recognition Certificate

Proof of DOB

  • Birth Certificate
  • Driving License
  • Residence Permit
  • Adoption Certificate
  • Valid Passport (identification details inside the back cover)
  • Valid Photo license (Full or Provisional)

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
Or you can call us, click here for details, or alternatively you can contact us via secure webmail, in My Account.

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
click here for telephone details

Experian Ltd
Consumer Help Service
PO Box 9000
Nottingham
NG80 7WP
click here for telephone details

TransUnion
Consumer Services Team
PO Box 491
Leeds
LS3 1WZ
click here for telephone details

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, you can call us, click here for details, alternatively you can contact us via secure webmail, in My Account.

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 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.

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

Fully close accounts that you no longer want to use, and 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. They’re 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’ve come from the company. The links in these emails usually direct you to a fake login page, which looks exactly like the real login page. If you log in, your account details are stolen and may be used to access your account or commit fraud.

Should you receive a suspicious email claiming to have been sent by us, you can forward it to customersecurity@theverygroup.com where we can check its validity. If it’s a phishing email we’ll investigate further. When forwarding suspicious emails, please don’t 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 don’t 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’ve 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 won’t be able to respond to all of the emails sent to customersecurity@theverygroup.com.

Is it safe to key in my SecureCode or 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’ll 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’ll ask for to verify your SecureCode. Many will only ask for some of the characters. It’ll be similar to the process you go through if you currently use online banking.

What should I do if I have a Security or Privacy concern about my data or account

If you believe that the Security or Privacy of your account or Personal data held by us has been compromised, please contact us on securityandprivacy@theverygroup.com with a description of your concern and contact details to allow us to investigate.

Someone has tried to access my account

Concerned that someone may have tried to access your account.

If you have received our notification email, advising there has been an attempt to unlock your account or a ‘forgotten password’ has been requested and it’s not you that has attempted to log in to your account, please contact us immediately and our Fraud team will assist you. Click here, for details.

What is 'Affordability' and why do you need my details?

When we assess your credit limit we ask you for some information such as your residential status and annual income, known as ‘Affordability’ questions. We use a credit reference agency to verify your responses for to help us to determine a credit limit that is affordable to you.

We will regularly assess your credit limit, verifying information provided by you with a credit reference agency (this will leave a soft search footprint on your financial record which will not be seen by third parties such as lenders).

So we can provide the best service, we expect you to provide accurate and complete information on the affordability questions, particularly with reference to any information that may impact our assessment of affordability.

How and where do I change my credit limit?

To change your credit limit or view you affordability details, log in to ‘My Account’ and go to My Credit Details.

Prior to requesting a credit limit change we need you to enter or update your affordability details, to request a credit limit change there are two options:

  1. Apply for credit limit increase
  2. Request credit limit decrease

What does each of the ‘Affordability’ questions mean?

Residential Status - This best describes the accommodation you live in, for example if you rent or own your property.

Employment Status - You’ll need to tell us if you are working and the status of your current job. If you don’t currently work, select ‘unemployed’.

Annual Income - Is the total income you earn per year, this includes your salary before tax and any benefits or pensions you may receive.

Total household Income - Is the combined income earned per year before tax of every person in the household, also includes benefits or pensions received by household members.

Number of Dependants - Anyone living within your household that is dependent on your financial support for example children or older relatives.

Do you check my affordability details with a credit reference agency?

We do verify information provided by customers with a credit reference agency, this verification will leave a soft search footprint on your financial record which will not be seen by other third parties such as lenders.

We are committed to being a responsible lender who acts in the best interests of its customers. This means we have a responsibility to our customers to be open and honest, and to treat them fairly.

Personal information is treated confidentially and in accordance with Data Protection legislation.

How do I opt In/Out of automatic credit limit increases?

  1. Log in to ‘My Account’
  2. Go to My Credit Details
  3. Then select Manage credit limit offers

My Credit Limit is different to what I expected?

If you’ve requested a credit limit change and don’t receive the desired outcome, it’s because we always aim to be a responsible lender, so any limit provided will take into account your affordability information, external credit reference agency data and available internal information.

As a responsible lender we want to ensure that you can afford the credit limit provided. We encourage you to be open and transparent when answering affordability questions so that we can properly assess your financial situation

My circumstances have changed and I’ve been refused a credit limit increase?

We verify affordability details with an external credit reference agency, it may take the credit reference agency up to 30 days to update your credit file to reflect your new circumstances.

Why can’t I decrease my credit limit?

You can request a decrease to your credit limit whenever you want, your current balance will determine if your limit can be decreased.

I've reached my limit for the number of times I can request a credit limit change or update my affordability questions online?

We’ve limited the number of times you can request a credit limit change or update your affordability details online within a rolling 30 day period, this limitation does not apply when your request is performed by our Customer Services Team.

The system is down and I’m told to check later regarding my Credit Limit change request online?

At times we may not be able to process your credit limit change request immediately, but we will process your request as soon as possible, to find out the outcome of any credit change request login to ‘My Account’ to see your new credit limit on the Summary page within 24 hours of any change request.

Why are product reviews important?

We really value our customer feedback and want to make sure all our customers have the opportunity to write a review of their recent purchase.

In turn, we can use this feedback to improve our products and ranges to make Very an even better place to shop.

How do you collect product reviews?

Customers:

If you've bought something we'll send you an email inviting you to leave a products review. You can also write a review by logging into 'My Account' and visiting the 'My Orders' page.

Brands:

We also share product reviews from some of our big partner websites, such as Dyson and Samsung. Look out for their brand logo next to the review.

Why was my review rejected?

We would love to publish all reviews, but sometimes what's been written doesn't meet with our guidelines.

Below are some helpful tips on writing a review that'll get through:

  • Keep your review focued on the product itself and try not to refer to service or delivery experiences.
  • Whether or not you liked the product, we'd love to hear why.
  • Don't include personal information such as your full name, address or account number.

How do I write a review?

After you've bought something we'll send you an invitation to write a review, so keep an eye out for it.

Alternatively, you can write a review via 'My Account' - see the simple steps below:

Step 1. Login to 'My Account' and go to 'My Orders' page
Step 2. Find the product you want to review and click 'Write a review'
Step 3. Rate your product

Don't forget, for every review you write you have the chance of winning a £500 credit on your account
*T&C's apply.

How do I recycle waste electrical products?

The UK is seeking to minimise the disposal of unsorted waste electrical products and instead to achieve a high level of collection, treatment, recovery and environmentally sound disposal. We have joined the national distributor take back scheme and have contributed to a fund to help local authorities upgrade their waste collection facilities. You can contribute too by taking any waste electrical products to your nearest participating site. To find your nearest site, please visit www.recyclenow.com It is important that any hazardous substances contained in waste electrical products are disposed of effectively to avoid danger to human health and damage to the environment. All new electrical products now carry a crossed out wheelie bin symbol indicating that, at the end of their life, they should be disposed of at an appropriate collection facility.

How do I recycle waste batteries?

You can deposit your used batteries in the battery recycling box in our head office reception at Skyways House, Speke Road, Liverpool L24 8RB. Please do not post any batteries. Alternatively, you can find your local waste portable battery recycling facility at www.recyclenow.com plus most supermarkets and shops that sell batteries will also have collection bins for used batteries.