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?

Interest is calculated from date of order and compounded daily. The interest will be added to your account as a lump sum at the end of the delayed payment period. This means you will pay interest on interest.

Where is Buy Now Pay Later shown on my statement?

A breakdown of all Buy Now Pay Later purchases can found in the BNPL Summary on your statement. You can also view and manage your Buy Now Pay Later in My Account.

What is excluded from Buy Now Pay Later?

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

All items can be returned using the online way, please follow the simple steps below:

1. Fill in the advice note that came in your parcel with a reason for return for each of the items you are returning.
2. Place this advice note and all the items you are returning in your parcel. This is really important to help us process your refund quickly.
3. Visit 'Returns' in My Account if you are on our website or 'My Orders' if you are using our app.
4. Select the items you would like to return, select a reason for return for each item, and click 'Confirm selection'.
5. On the next page, you can choose your return method by selecting either Yodel or Royal Mail then click 'Arrange Return'.
6. On the next page, click to 'copy your account number' and then click 'Create your label', this will take you to either the Yodel or Royal Mail website to create your label, follow the steps on screen to generate a QR code and a label. It’s important that you accurately add your account number and email address at this step so the QR code and label are created correctly and you refund can be processed.
7. We’ll send an email confirming your return and Yodel or Royal Mail will send you a separate email with your QR code and label attached.
8. Take your parcel along to a Yodel store or Post Office. Your label will be printed out for you and attached to your parcel by the store assistant, or if you prefer, you can print your label out at home and attach it yourself.
9. Please keep your proof of return safe.

Alternatively, if you have returns address labels on the bottom of your advice note you can use these to make your free return. Please fill in reason for return code in the box for each item you are returning and place all items and your advice note inside the parcel. Then drop your parcel off at your chosen Yodel store or Post Office.

All returns under our approval guarantee are FREE; please reuse the original packaging where possible.

Christmas Gifts: we’ve extended our 28 day approval guarantee so you can return any unused gifts bought between Sunday 1st October 2023 & Monday 11th December 2023. Please return them to us by Monday 8th January 2024. All the usual approval guarantee conditions apply. Christmas trees and decorations are excluded from this extension.

Please see below for the different return options:

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

Return to Yodel store (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.

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 Yodel store 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.

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.

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.

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).

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.

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

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 Click & 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.

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.

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.

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.

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.

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.

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.

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 with to track your parcel. You can also track your order using their website https://www.yodel.co.uk. You can also download their app via Google Play https://play.google.com/store/apps/details?id=uk.co.yodel.app&hl=en_GB or ITunes https://itunes.apple.com/gb/app/yapp-yodel-parcel-manager/id1152472311?mt=8.
• If your order is a large item (such as furniture or kitchen appliances) and being delivered by Arrow XL you will receive an email or text to let you know your order is out for delivery, with a 4 hour time slot, this will contain your unique parcel details with a direct link to track your parcel. On the day you'll receive a call from the driver to let you know that your order is out for delivery. You can also track your order using their website https://www.arrowxl.co.uk
• If your parcel is being delivered to a nominated Yodel 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 https://www.yodel.co.uk. You can also download their app via Google Play https://play.google.com/store/apps/details?id=uk.co.yodel.app&hl=en_GB or ITunes https://itunes.apple.com/gb/app/yapp-yodel-parcel-manager/id1152472311?mt=8.
• If your parcel is being delivered to a nominated Post Office using the ‘Local Collect' Click & Collect service you will receive an Email or SMS when your parcel is ready to be collected. You will need to bring your parcel reference contained within the Email or SMS and a valid form of ID (can you insert a link to the FAQ which details these valid forms of ID?) – you can track your order using My Account or via Royal Mail direct at https://www.royalmail.com/track-your-item#/.

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

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.

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.

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.

All items can be returned using the online way, please follow the simple steps below:

1. Fill in the advice note that came in your parcel with a reason for return for each of the items you are returning.
2. Place this advice note and all the items you are returning in your parcel. This is really important to help us process your refund quickly.
3. Visit 'Returns' in My Account if you are on our website or 'My Orders' if you are using our app.
4. Select the items you would like to return, select a reason for return for each item, and click 'Confirm selection'.
5. On the next page, you can choose your return method by selecting either Yodel or Royal Mail then click 'Arrange Return'.
6. On the next page, click to 'copy your account number' and then click 'Create your label', this will take you to either the Yodel or Royal Mail website to create your label, follow the steps on screen to generate a QR code and a label. It's important that you accurately add your account number and email address at this step so the QR code and label are created correctly and you refund can be processed.
7. We'll send an email confirming your return and Yodel or Royal Mail will send you a separate email with your QR code and label attached.
8. Take your parcel along to a Yodel store or Post Office. Your label will be printed out for you and attached to your parcel by the store assistant, or if you prefer, you can print your label out at home and attach it yourself.
9. Please keep your proof of return safe.

Alternatively, if you have returns address labels on the bottom of your advice note you can use these to make your free return. Please fill in reason for return code in the box for each item you are returning and place all items and your advice note inside the parcel. Then drop your parcel off at your chosen Yodel store or Post Office.

All returns under our approval guarantee are FREE; please reuse the original packaging where possible.

Christmas Gifts: we’ve extended our 28 day approval guarantee so you can return any unused gifts bought between Sunday 1st October 2023 & Monday 11th December 2023. Please return them to us by Monday 8th January 2024. All the usual approval guarantee conditions apply. Christmas trees and decorations are excluded from this extension.

Please see below for the different return options:

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

Return to Yodel store ( 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.

For information on all our return options click here.

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.

• Ann Summers
• Replacement Returns Slip
• Postage Label
• Berghaus
• Hype
• Kickers
• Lacoste
• Moss
• Pour Moi
• Quiz
• River Island
• If you have misplaced your returns slip and/or postage label, please contact Very Customer Care to request a replacement. Click here for details.
• Seasalt Cornwall
• Speedo

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!

Have you checked our Product Support hub?

Lots of issues can be resolved without arranging a return, so see if there's a simple solution in our Product Support hub

• 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 Yodel store, 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.

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.

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 Yodel store or Post Office code. Alternatively if you have returns address labels at the bottom of your advice note you can use these to make your return.
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. Until then please keep the product safe and adequately protected

All items will be inspected upon return.

We always attempt to process your returns as soon as they arrive back to us. Please allow up to 14 days from your when item(s) have been sent.

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.

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.

Please click here for the Model Cancellation Form.

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.

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 Yodel store on your behalf .  You can send them a screen shot of your returns code or forward the confirmation email. Alternatively, some advice notes have the returns address labels on the bottom, if your advice note has, then the person returning the parcel can use the returns address labels.

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 Yodel store or Post Office, just show your code when you hand over your parcel.

No, you don't need a printer to return your items. If you return online and have generated your Yodel store 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. To get your returns code go to 'How do I return an item' and follow the simple steps. Alternatively, if you have returns address labels on the bottom of your advice note, then you can use these to return.

When returning anything to Very it is vital you include the advice note in the parcel so our warehouse team can match the returned item(s) to your account. Don’t worry if you haven’t got your advice note, simply include a hand-written note in your parcel stating:

• Your Account Number
• The Item Number of the items being returned
• The reason(s) for return 

If you have lost your advice note and have no return address labels to go on your parcel, please use the online way of returning to generate your code here.

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

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

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 call us, click here for details (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.

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

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.

Where can I view my statements?

Statements are available for you to view in My Account. Your statements will be stored for 12 months, so you can access these any time you need to.

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.

Can I change my payment due date?

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.

How do I set up a Direct Debit?

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). When setting up your Direct Debit you have the option to choose from minimum payment, Take 3 (this will also cover minimum payment) or total balance.

How do I amend my Direct Debit?

You can make amends to your Direct Debit within My Account.

What if my payment due date is on a weekend/ bank holiday?

Don't worry, if this happens we will take the payment on the next working day and will still count as being made on time.

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?

Interest is calculated from date of order and compounded daily. The interest will be added to your account as a lump sum at the end of the delayed payment period. This means you will pay interest on interest.

Where is Buy Now Pay Later shown on my statement?

A breakdown of all Buy Now Pay Later purchases can found in the BNPL Summary on your statement. You can also view and manage your Buy Now Pay Later in My Account.

What is excluded from Buy Now Pay Later?

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

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 Take 3 payment?

Your statemented Take 3 payment includes items you have previously purchased that still qualify for Take 3, the Take 3 payment for any new purchases and includes any minimum payment amounts for items not qualifying for Take 3. As long as you make at least this payment each month you will avoid paying interest on these Take 3 purchases. In making the Take 3 payment you are also satisfying the minimum payment.

The minimum payment is the minimum amount you need to pay to keep your account up to date. If you choose not to make the Take 3 payment, interest will be 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.

How much interest will I pay/ What is my Interest rate?

If you want to find out more about how and when interest is charged for each of our products you do this by visiting our Ways to Pay section. This information can also be found on the reverse of your statement which will always be available in My Account and will also include information on your APR/ Interest Rate(s).

If at any point you pay the full balance on your account, you will not be charged any interest after this point on that balance.

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. Your APR is variable and we will provide 30 days written notice should we need to change your rate reflecting changes which in our view effect your credit status, this could either be an increase or decrease.

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.

Can my APR change?

Within the terms of your credit agreement we have the right to change the APR on your account.

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.

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.

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 Yodel store 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.

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.

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.

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).

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

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.

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

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

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.