Need Help?

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

What are my delivery options?

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

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, you’ll see an icon that will take you direct to their website, where you can track your delivery.

What is your stance on fur products?

We don't sell products that use angora, real animal fur, endangered, exotic, wild-caught or threatened animal species or Karakul lamb skin.

Is my personal information kept private?

Please be assured that your personal information is kept private and confidential, and at no point will we share it with a third party. For more information, please read our Privacy Policy in full.

Forgotten your password?

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

How do I contact you?

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

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

You can send us a secure webmail and we’ll aim to get back to you within 24 hours, simply login to My Account and go to “My Details” then “Account Queries”

You can call our Customer Services Team on 0344 755 1000, Monday to Sunday from 7am till 11pm

Keep in touch with us on Facebook and Twitter.

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 Exclusive 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 website it means you can amend your delivery.

3. Transaction History

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

4. Make a Payment

If you pay for your items using your Very Exclusive 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 payments off your Buy Now Pay Later items through the ‘Pay Buy Now Pay Later’ tab. You’ll find it within the ‘Make a Payment’ page. You can also see how much is left to pay off each item and how much estimated interest you’ll be charged. It’s a great way to keep in control!

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 us safely and securely via webmail with any questions you may have regarding your account.

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 a Very Exclusive 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 make a payment towards my Buy Now Pay Later order?

My Account

Making a payment to your Very Exclusive Account is quick and easy, plus it’s available 24 hours a day, 7 days a week.

Log into My Account and choose Make a Payment.

You can pay by both credit and debit cards and your payment will show on your Very Account after 1 day. We’ll email you when it does.

Want to make a payment on the things you’ve bought with Buy Now Pay Later?
Click Make a Payment to go to My Account & choose Pay Buy Now Pay Later.

Just so you know, we can’t accept payments made from abroad via My Account. So if you’re on your hols (lucky you) and want to make a payment please call 0344 822 2321 and use our automated service.

Direct Debit

Setting up a Direct Debit is really simple, too.

It’s a safe and speedy way to pay your Very Account with an automatic payment from your Bank Account – all you need is your bank sort code and account number.

Go to My Account and select Make a Payment.
Then select Set up a Direct Debit and choose a payment option that suits you best: Minimum Payment, Take 3 or Full Payment.

We’ll remind you of your Direct Debit on each statement. That way you’ll be aware of what we’re going to take and when your due date is each month.

Please note that any Buy Now Pay Later payments will not automatically be taken by Direct Debit, these payments will need to be made separately.

By the way, your Direct Debit will be set up to pay the following month’s payment, so make sure you pay by another means such as credit or debit card or even by cheque until we confirm on your statement that we’ve set up your Direct Debit.

To cancel your Direct Debit log into My Account.

Internet/Telephone Banking

You can make payments directly from your bank by quoting our sort code 62-25-61 and account number 0000 0000. You’ll need your Very Account number too.

Alternative payment methods are available and detailed on the back of your statement.

Unable to make a payment

Call 0344 822 2321 and a member of our team will talk things through with you.

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:

  1. Log in to ‘My Account’
  2. Then ‘My Details’
  3. Finally choose ’My Credit’

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 are my delivery options?

DELIVERY OPTION ORDER BY EXPECTED DELIVERY CHARGE
Collect+ 7PM To a local convenience shop next day. Find out more FREE
Standard Next Day 7PM
Sun to Fri
Between 7am - 9PM Mon - Sat £5.99
Nominated Day 7PM Between 7am - 9PM Mon - Sat
(Book up to 8 days in advance)
£6.99
DELIVERY OPTION DELIVERY INFORMATION CHARGE
Collect+ To a local convenience shop next day. Find out more FREE
Standard Next Day Order by 7PM Sun to Fri for expected delivery between 7am - 9PM Mon - Sat £5.99
Nominated Day Order by 7PM for expected delivery between 7am - 9PM Mon - Sat (Book up to 8 days in advance) £6.99

Do I have to have items delivered to my home address?

No, we can deliver to another address if you like, including work addresses - so long as the driver can access the site easily and is able to leave the parcel with you or at a reception desk.

To add another address to your account, simply follow these three steps:

1. Log in to 'My Account'.
2. Select the 'My Details' tab and then your Address Book.
3. Add your alternate address and then select this at checkout.

Do you deliver overseas?

We can only deliver parcels to addresses within the UK, Channel Islands and Isle of Man. However, we can deliver smaller items to service personnel overseas through BFPO. There is no additional charge for delivery to these locations.

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 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, 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. By the way, there’s no need to contact us.

Do I have to sign for my delivery?

Sometimes you will need to sign for your delivery. You will be advised at the checkout when you place your order.

How do I track my order?

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

  1. Access the ‘Recent Orders’ tab on My Account (you’ll 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, 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 date if available.

What happens 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 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, you’ll see an icon that will take you direct to their website, where you can track your delivery.

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

Unfortunately we can’t guarantee a change in delivery date due to timing and where the item may be coming from. We recommend you go to My Account and follow the instructions below to find out whether you can amend your delivery.

  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, 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 doesn’t appear it’s probably because the item isn’t ready for delivery yet, or it could be coming direct from a supplier. We’re afraid this also means that you won’t be able to change the delivery. Sorry about that.

Please note, the options available to you will all depend on which carrier will be delivering your parcel and the services they offer.

How do I cancel my order?

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

  1. Access the ‘Recent Order’ 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 personalised products.

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’.
  • If your item is being delivered by Yodel, you’ll receive an email or text to let you know your order is out for delivery. This will contain your unique parcel details with a direct link to track your parcel. You can also track your order using their website http://www.yodel.co.uk
  • If your parcel is being delivered to a nominated Collect+ store you’ll receive an email or text containing a barcode when the order is ready to be collected. You can track your order using their website http://www.collectplus.co.uk/track/new

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

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, 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’.
  • If your item is being delivered by Yodel, you’ll receive an email or text to let you know your order is out for delivery. This will contain your unique parcel details with a direct link to track your parcel. You can also track your order using their website http://www.yodel.co.uk
  • If your parcel is being delivered to a nominated Collect+ store you’ll receive an email or text containing a barcode when the order is ready to be collected. You can track your order using their website http://www.collectplus.co.uk/track/new

OUR VERY EXCLUSIVE DELIVERY PROMISE

On the rare occasion that something unexpected happens when we send your order and it doesn't reach you on time, we promise to compensate you based on the delivery service you used. See details below:

PREMIUM DELIVERY

We will give you £10 off your next order, plus a refund for the delivery charge you paid.

STANDARD DELIVERY

We will give you £10 off your next order.

To benefit from our delivery promise, make sure your mobile number is registered to your account so we can send you a text with your discount code. To do this, log into My Account, then click 'edit account details

What do I do if my item was faulty?

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

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

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

Faulty electrical items
If you have a faulty electrical item, then we advise you to contact the supplier directly. We have agreements with each of our suppliers who are the technical experts, to ensure that they will help you on our behalf. Log in to my Account as above and when you select ‘faulty’, we’ll provide the relevant electrical supplier number. If after speaking with the supplier this still needs to be returned, then follow the simple instructions above and you can return your faulty item online.

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

BRAND SPECIAL INSTRUCTIONS HELPLINE CONTACT
T3 need to register product - http://www.t3haircare.co.uk/pages/warranty-registration 0845 003 5330

orders@t3haircare.co.uk
Foreo To register your warranty, find your warranty number on the FOREO Authenticity Card provided. Then visit http://www.foreo.com to activate your Limited 2-Year Warranty and 10-Year Quality Guarantee. http://www.foreo.com
BRAND SPECIAL INSTRUCTIONS HELPLINE CONTACT
T3 need to register product - http://www. t3haircare.co.uk/ pages/warranty- registration 0845 003 5330

orders@ t3haircare. co.uk
Foreo To register your warranty, find your warranty number on the FOREO Authenticity Card provided. Then visit http://www. foreo.com to activate your Limited 2-Year Warranty and 10-Year Quality Guarantee. http://www. foreo.com

How do I return an item?

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

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

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

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

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

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

What do I need to do before returning an item?

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

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

All items will be inspected upon return.

What is the returns policy?

Before you return an item, please ensure you've read our returns policy below:

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

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

Consumer Rights Act 2015
If any product we supply fails prematurely due to an inherent fault (manufacturing defect), we will provide you with an appropriate remedy e.g. a repair, replacement, or refund.

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

Can I have a copy of the model cancellation form?

Please click here for the Model Cancellation Form.

What happens next when I've returned my item?

If you purchased your item using your Very Exclusive Account...

We will aim to credit your account within three to five working days of taking receipt of the item.

Please continue to make a minimum payment as printed on your last statement.

If you purchased your item using your debit or credit card...

We will credit your bank account within 14 days of taking receipt of the item.

Can I track my return?

If you sent your parcel back through a Collect+, you can track it using the number on your receipt via the Collect+ page on our website (click here).

In addition, you can take a look in 'My Account' to see if your account has been credited since you received your statement. If the goods are still not showing as a credit more than 14 days after collection, please contact us. Have your parcel receipt number ready, along with the item number and order date.

Will you refund my delivery charge?

OUR VERY EXCLUSIVE DELIVERY PROMISE
On the rare occasion that something unexpected happens when we send your order and it doesn't reach you on time, we promise to compensate you based on the delivery service you used. See details on 'What happens if my delivery is late?'

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

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

If you bought your item using a debit or credit card, please allow 3-5 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 Transaction History in My Account.

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

Don’t worry. Continue to arrange your return via the Returns section in My Account and when you select your preferred returns option you’ll be able to download a new returns label if you need to.

How do I contact you?

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

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

You can send us a secure webmail and we’ll aim to get back to you within 24 hours, simply login to My Account and go to “My Details” then “Account Queries”

• You can call our Customer Services Team on 0344 755 1000, Monday to Sunday from 7am till 11pm

Keep in touch with us on Facebook and Twitter.

How do I make a complaint?

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

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

Our Customer Service team are available 7am to 11pm, 7 days a week on 0344 755 1000.

And you can chat to us live online.

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

If, in the unlikely event we haven’t been able to resolve your problem, our complaints team are on hand to help. Please Contact us via our secure webmail, in My Account and

Select “I have a complaint”

and we’ll do our very best to put it right.

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

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

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

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

How do I write a product review?

We love hearing what you have to say about the things you buy (good or bad we don't mind).

There are two ways to do this:

1. Search for the product you want to review and click on 'Write a Review.' Fill in the simple form and submit.
2. Go to 'Recent Orders' in 'My Account' find the product you want to review and click on 'Write a Review'.

In order to assure your review is published, please follow these simple rules:

Stay on topic - focus on the product and be specific about what you do and don't like.
Provide feedback that is accurate, truthful and based on your own experience.
Refrain from using any inappropriate language.
Personal information should not be provided - phone numbers, addresses, or other identifiable information will be removed.

Do not post advertisements, solicitations, or spam.

Who do I contact for Press and media enquiries?

If you have a press or media enquiry, please email - Laura.Nelson@ShopDirect.com or call 07880151582

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

My Account

Making a payment to your Very Exclusive Account is quick and easy, plus it’s available 24 hours a day, 7 days a week.

Log into My Account and choose Make a Payment.

You can pay by both credit and debit cards and your payment will show on your Very Account after 1 day. We’ll email you when it does.

Want to make a payment on the things you’ve bought with Buy Now Pay Later?
Click Make a Payment to go to My Account & choose Pay Buy Now Pay Later.

Just so you know, we can’t accept payments made from abroad via My Account. So if you’re on your hols (lucky you) and want to make a payment please call 0344 822 2321 and use our automated service.

Direct Debit

Setting up a Direct Debit is really simple, too.

It’s a safe and speedy way to pay your Very Account with an automatic payment from your Bank Account – all you need is your bank sort code and account number.

Go to My Account and select Make a Payment.
Then select Set up a Direct Debit and choose a payment option that suits you best: Minimum Payment, Take 3 or Full Payment.

We’ll remind you of your Direct Debit on each statement. That way you’ll be aware of what we’re going to take and when your due date is each month.

Please note that any Buy Now Pay Later payments will not automatically be taken by Direct Debit, these payments will need to be made separately.

By the way, your Direct Debit will be set up to pay the following month’s payment, so make sure you pay by another means such as credit or debit card or even by cheque until we confirm on your statement that we’ve set up your Direct Debit.

To cancel your Direct Debit log into My Account.

Internet/Telephone Banking

You can make payments directly from your bank by quoting our sort code 62-25-61 and account number 0000 0000. You’ll need your Very Account number too.

Alternative payment methods are available and detailed on the back of your statement.

Unable to make a payment

Call 0344 822 2321 and a member of our team will talk things through with you.

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 amount will be deducted from your account on a regular basis every 28 days. Very Exclusive 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?

No, payments are requested at 28-day intervals throughout the year in line with your statement.

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 Exclusive 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 Exclusive 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

How do I shop?

It's very, very easy...

1. Use the DESIGNERS, CLOTHING, BAGS, SHOES and ACCESSORIES links to help you find what you are looking for. You can also shop by browsing our INSPIRATION pages or alphabetically by designer.

2. Once you have found an item you wish to purchase, select your size and click on the ADD TO SHOPPING BAG.

3. Review the items in your shopping bag by clicking the BASKET link at the top of the page. You can use the REMOVE FROM BASKET to delete items from your shopping bag.

4. Click on PROCEED TO PURCHASE to complete your order.

How do I cancel my order?

It’s now really easy to cancel your order and you can do this online.

Arranging a cancellation via My Account is easy. All you need to do is:

1. Log in to My Account
2. Select the ‘Recent Orders’ tab
3. Find your order and select the item(s) that you wish to cancel
4. Follow the cancellation instructions and you’re done!

*Please note, your order may already have been processed and be on its way to you* This is because our automated system works quickly to process your order. If there is an attempted delivery, you can refuse to accept it at the door and the carriers will automatically return it to us without you needing to do any more.

If your order is delivered, you can easily return the item to us - just check the ‘Returns’ section of My Account to find out the options available to you. When returning an item, please allow up to 7 days from the date of collection for your account to be credited.

Your legal rights

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

If you wish to cancel using this right, you need to inform us in writing within 14 days starting the day after you received the goods. You must take reasonable care of the goods and immediately return them to us in the normal way. We will not consider that you have taken reasonable care of the goods if they have been used in a way, or to an extent, beyond what would be reasonable when examining the goods in a shop before purchase.

How do I redeem a promotional code?

From time to time we run offers using promotional codes. When placing your order, simply follow these two steps to redeem your discount.

1. On the PAYMENT page type in the code in the promotional code box and click 'SUBMIT'.

2. Check that your discount has been applied under the order summary on the payment page and then click 'PURCHASE NOW'.

Need sizing information?

Sizing varies considerably amongst the designers we stock. So to help you choose the best size, you'll find the following information on every product page:

- A link to a 'size conversion chart' to help you convert international sizes, as well as product measurements and a guide to using these.

- Plus, look out for additional sizing information in every item's product description.

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 Exclusive 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 website it means you can amend your delivery.

3. Transaction History

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

4. Make a Payment

If you pay for your items using your Very Exclusive 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 payments off your Buy Now Pay Later items through the ‘Pay Buy Now Pay Later’ tab. You’ll find it within the ‘Make a Payment’ page. You can also see how much is left to pay off each item and how much estimated interest you’ll be charged. It’s a great way to keep in control!

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 us safely and securely via webmail with any questions you may have regarding your account.

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 a Very Exclusive 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 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 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 Exclusive right away. If you haven’t attempted to log on to your account, please get in touch with us immediately.

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 Exclusive 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).

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

Call us on Freephone 0800 0151 290 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
Tel: 0844 335 0550

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

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

What is ID theft?

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

If you feel you have been a victim of identity theft please call 0800 0151 290 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@shopdirect.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@shopdirect.com.

Is it safe to key in my SecureCode or Verified by Visa password online?

No one at Very Exclusive 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 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. Then ‘My Details’
  3. Finally choose ’My Credit’
  4. You will find an option to opt in/out of credit limit increases

Why have my Opt In/Out preferences changed after a credit limit change request?

If you have opted out of automatic credit limit increases then request an increase to your credit limit, we will automatically opt you back in for consideration for automatic credit limit increases, you can opt out of receiving automatic credit limit increases at any time.

If you have not opted out for automatic credit limit increases and request a decrease to your credit limit, we will opt you out of receiving any future automatic credit limit increases. You can opt in for automatic credit limit increases anytime.

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.

I don’t agree with the Credit Limit outcome – how do I escalate?

If you are not happy with the outcome you can speak to one of our trained Customer Services Team:

  • Contact us via our secure webmail, in My Account and:
  • Click “My Details”
  • Click “Account Queries”, and select “I have a query about my account”
  • And select the option “I have a query about my credit limit”
  • Or you can call us on 0344 755 1000

Why can’t I decrease my credit limit?

You can request a decrease to your credit limit whenever you want, as long as your new limit isn’t below either £150 or your balance still outstanding on your account.

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.

If you need to change your credit limit or update your affordability details, you can speak to one of our Customer Services Team who will update your details:

  • You can call our Customer Services Team on 0344 755 1000. They are available 7am to 11pm, 7 days a week.

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.

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