1. Online

You can make a payment anytime using your debit or credit card, simply:

1. Log in to your ‘My Account’
2. Go to the ‘Make a payment section’.
3. Select the relevant payment option.

We accept all major debit or credit cards.

When making payments with your debit or credit cards, you may be asked to enter your 3D secure password. For more information about 3D secure, please visit our ‘security’ section. We do not accept payments from debit/credit cards that are not registered in UK and Ireland.

2. At the Post Office
All you have to do is complete the payment slip on your statement. Take this slip with a cheque or cash to any Post Office. Your payment will be processed free of charge and the statement will be stamped as a receipt of payment and you will be given a printed receipt.

3. By Phone
You can make a payment using our automated phone service, using your debit or credit card. Simply call 01 811 2222.

4. At your Bank or Building Society

Complete the payment slip overleaf. Take it into the bank with cash or a cheque. You don't need a bank account, but there might be a bank charge for this service. You will be given a receipt as proof of payment.

To make a return, all you need to do is:

1. Take the advice note from your parcel.
2. Pack up your return as you normally would in the packaging you received it in.
3. Detach the returns label from your advice note.
4. Attach the returns label to the outside of your package.
5. Take the parcel to your nearest Parcel Connect store. There are over 1,000 stores nationwide, so click here to find your nearest one.

For items over 20kg in weight or 1.5 metres in length, please call us on 01-8112222 to arrange collection, lines are open 8am-6pm Monday to Friday and 9am-4pm Saturday.

Tracking your order is really easy. Simply follow these three steps:

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

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 Account, the summary section shows your minimum payment and due date. You can also see your credit limit, current balance, available to spend 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.

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 Account you can use this section to make payments off your account online using debit 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. My Details

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

6. 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.

7. Contact Preferences

This section lets you choose how you’d like us to contact you with offers, discount codes and news of new products and services. Simply tick or untick your preferences as appropriate.

8. Account Queries

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

9. Address Book

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

10. 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.

11. 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.

If you ever have a problem in making your payments, it's really important to let us know. We understand that people can have problems from time to time and we can help you come up with a plan to manage your account.

Please do not hesitate to get in touch with us. If you would like to chat with our dedicated team to support you in the process of managing your payments.

You can call us on Freephone 01 811 8636 Monday-Saturday.

Or complete the Income & Expenditure form and follow the steps below:

1. Open the word document and update with the details requested
2. Click the "File" tab and click ‘Save As’.
3. Save the file to a name that you will recognise
4. From the drop down box select PDF next to the save as button as this will save the word document as PDF version.

Please then send the completed form to us via our Secure Webmail, in My Account and select the option "I am having financial difficulties," then select "I'm unable to pay"

If you have already contacted us via Secure Webmail, please be assured we are working as fast as we can to deal with your enquiry and will respond as soon as possible. We thank you for your patience and understanding.

Simply log in to 'My Account' to view your credit limit online.

To find out if you are eligible for a credit limit increase, please call 01 811 2222

No, your account number, credit limit and payment terms will stay the same and you will get a statement for your account in the way you have chosen to receive it.

There are no differences in having a Very account, you can still pay in a way that suits you and your account number, credit limit and payment terms will stay the same.

Absolutely not, we’ll carry on giving you the high level of service you expect from us.

Your choice of delivery options will stay the same. The standard home delivery service for small items is €1.99 with items delivered within 5 working days, or you can use Click & Collect to pick up your parcel for free from over 1,000 Parcel Connect Stores (just add your Eircode to your address book to access this option). Next day delivery is available on small, in-stock items for €5.99.

Yes, we’ll still provide free returns under our 28 Day Approval Guarantee.

Yes, our returns process will stay the same.

Yes, with your Very account you’ll still be able to pay in the way that suits you best.

Yes, Buy Now Pay Later offers will still be available subject to account status. Anything you currently have on Buy Now Pay Later will continue on the same terms.

There are no changes to how your credit account works, we are just making some minor updates to your agreement with us, these are:

1. Your credit account will no longer be called the ‘flexible account’, it will be renamed as the ‘Very account’.
2. The telephone number for the Money Advice & Budgeting Service (MABS) has changed to 0818 07 2000 (clause 13)
3. Any reference to Step Change Debt Charity Ireland will be deleted as the charity no longer operates in Ireland (clause 13)

Yes, your statement will contain similar information but will just be branded Very rather than Littlewoods Ireland. If you pay your statement by credit/debit card, it’ll show on your card statement as payment to Very. 

Emails and SMS updates will now come to you from a Very email address, but our phone number will stay the same.

We have now rebranded to Very and have refreshed our statements to represent this. Our statements are now easier to read and still contain all relevant information. There are no differences in having a Very account, you can still pay in a way that suits you and your account number, credit limit and payment terms will stay the same.

Don’t worry, everything will stay the same on your account, the only difference is that your account will be a Very account and you’ll have lots more choice! We’ll miss you if you go but we can arrange to close your account if that’s what you’d prefer. Contact our Customer Care team on 01 811 2222.

We’re really sorry that you’re not happy with our service. You can contact us about your experience with Littlewoods Ireland and we’ll do our very best to put things right.

Call our Customer Care team on 01 811 2222 (available Monday - Saturday) or you can write to us at:
Very
PO Box 10985
Dublin 15

Yes, all active complaints will be picked up by the same team who you have contacted previously, however they will contact you from the Very name.

Your arrears balance, along with your account number and credit limit stay exactly the same when your Littlewoods Ireland account becomes a Very account. If you’re having difficulty making payments, we can help. We may be able to set up an affordable payment plan to get you back on track. Contact one of our specialist teams to discuss your options on 01 811 8636, lines open Monday to Saturday.

No, the way you get in touch will stay the same, you can find all our contact details here.

The new website address is www.very.ie

Don’t worry, you will be directed to the Very website automatically as soon as Littlewoods Ireland becomes Very.

Our address is exactly the same, you can find us at Cape House, Westend Office Park, Blanchardstown, D15 Y9DV.

All messages will be sent to you from Very.

For all our delivery and return options click here.

Free standard delivery is available to your home (excluding large items) and also via Click and Collect at over 1,000 Parcel Connect stores nationwide. Click here to find out more.

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 Fastway, you’ll see an icon that will take you direct to their website once your item has been dispatched.

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.

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 Fastway, 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.
• If your parcel is being delivered to a nominated Parcel Connect Click & Collect store you’ll receive a text & email containing a pin code when the order is ready to be collected.

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 Fastway, 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.

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

If where you live is affected by severe weather, you may experience delays to deliveries and collections.

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

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

We charge €25 per order for delivery of large goods such as beds, large TVs, washing machines, sofas etc. Delivery of these goods can take up to 11 working days to deliver. Some items will come direct from suppliers and may take longer. We will give you an estimated ‘delivery by’ date at check-out. Our delivery partner DHL will contact you up to 48 hours before delivery to arrange a suitable date with you. You can also track your order’s progress in 'My Account'.

Eircode is Ireland’s postcode system, so adding it to your address book helps us deliver accurately to your door. You can find yours right here.

It looks like the Eircode you have given us doesn’t correspond to an address listed on the national address file; don’t worry, you can find your correct Eircode here.

If you need support with your Click and Collect delivery you can contact us by calling our Customer Care Team 01 811 2222.

Your unique Click and Collect PIN will be sent to you via email or SMS. If you have misplaced your Click and Collect pin, you can contact us by calling our Customer Care Team 01 811 2222.

When you place an order, you as the customer will be listed as the importer of the goods on the customs documentation for all small item purchases. This does not affect your experience when shop with us – the price you see on the website is the price you’ll pay and you don’t need to take any additional steps. We’ll communicate with the Irish Revenue Commissioners on your behalf and provide them with all the necessary customs documentation. We operate in this way as it allows us to streamline the customs process, minimising potential delays.

Returns may take up to 28 days.

If you bought your item using your Very 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.

Before arranging your return, please check the information below:

1. Please complete the returned goods note for each item you are returning and place into the delivery bag with the items.
2. Stick the returns address label over the original label.

All items will be inspected upon return.

Don’t worry. Click this link to re-print your returns label with Parcel Connect. Click Here.

To make a return, all you need to do is:

1. Take the advice note from your parcel.
2. Pack up your return as you normally would in the packaging you received it in.
3. Detach the returns label from your advice note.
4. Attach the returns label to the outside of your package.
5. Take the parcel to your nearest Parcel Connect store. There are over 1,000 stores nationwide, so click here to find your nearest one.

For items over 20kg in weight or 1.5 metres in length, please call us on 01-8112222 to arrange collection, lines are open 8am-6pm Monday to Friday and 9am-4pm Saturday.

When you return an item we will identify if it is part of a multi-buy deal, such as ‘3 for 2’, to determine if the offer still applies. If the offer is broken, for example, you return one of your 3 for 2 items and keep the free one we will automatically reverse the offer and charge you the correct selling price for the items you keep.

Here are some examples to help explain this further:

Example 1 – You return the free item

• You spend a total of €24 on a 3 for 2 multi-buy offer.
• The 3 for 2 multi-buy 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 3 for 2 multi-buy offer.
• The 3 for 2 multi-buy 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 3 for 2 offer has now been broken, we will also automatically debit your account for the original ‘free’ item at €10.
• Your final spend would be €22.

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 us applying a charge to cover our processing costs.

Your Right to Cancel under the European Union (Consumer Information, Cancellation and Other Rights) 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 services 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.

Sale of Goods and Supply of Services Act 1980
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.

Sale of Goods and Supply of Services Act 1980

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.

If the fault has occurred within 28 days you can send it back to us for a full refund.

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.

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

Please click here to access a copy of the Model Cancellation Form.

Our Customer Care team is available to support you with any issues or queries you may be experiencing.

We would ask that you use our online support wherever possible e.g.

• 'My Account' to check your balance, orders, returns, make a payment etc.
• 'Help & FAQs' to help resolve most everyday queries

If your query remains though please don’t hesitate to contact us by calling our Customer Care Team on 01 811 2222, available 8am – 6pm Monday to Friday and 9am – 4pm Saturday.

Call us

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 on 01 811 2222. They are available Monday-Saturday.
• Or you can write to us at:
  Very
  PO Box 10985
  Dublin 15

Our Customer Care team is available to support you.

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

1. Online

You can make a payment anytime using your debit or credit card, simply:

1. Log in to your ‘My Account’
2. Go to the ‘Make a payment section’.
3. Select the relevant payment option.

We accept all major debit or credit cards.

When making payments with your debit or credit cards, you may be asked to enter your 3D secure password. For more information about 3D secure, please visit our ‘security’ section. Please note: We do not accept payments from overseas

2. At the Post Office
All you have to do is complete the payment slip on your statement. Take this slip with a cheque or cash to any Post Office. Your payment will be processed free of charge and the statement will be stamped as a receipt of payment and you will be given a printed receipt.

3. By Phone
Make your payment over the phone using your debit or credit card, simply call 01 811 2222 and our customer service team will be happy to process your payment. For security reasons, we cannot accept payments over the phone for first orders. You can make a payment using our automated phone service, using your debit or credit card. Simply call 01 811 2222.

4. At your Bank or Building Society

Complete the payment slip overleaf. Take it into the bank with cash or a cheque. You don't need a bank account, but there might be a bank charge for this service. You will be given a receipt as proof of payment.

Your statements are available for you to view:

1. Log into My Account
2. Select the 'Transaction History' tab.

Your statements will be stored for 12 months, so you can access these anytime you need to.

If you are still receiving a paper statement, you will see a message in your My Account summary that will allow you to switch off paper statements, if you wish.

If you are currently not receiving paper statements but would like to, you can request this in the My Account section.

If you ever have a problem in making your payments, it's really important to let us know. We understand that people can have problems from time to time and we can help you come up with a plan to manage your account.

Please do not hesitate to get in touch with us. If you would like to chat with our dedicated team to support you in the process of managing your payments.

You can call us on Freephone 01 811 8636 Monday-Saturday.

Or complete the Income & Expenditure form and follow the steps below:

1. Open the word document and update with the details requested
2. Click the "File" tab and click ‘Save As’.
3. Save the file to a name that you will recognise
4. From the drop down box select PDF next to the save as button as this will save the word document as PDF version.

Please then send the completed form to us via our Secure Webmail, in My Account and select the option "I am having financial difficulties," then select "I'm unable to pay"

If you have already contacted us via Secure Webmail, please be assured we are working as fast as we can to deal with your enquiry and will respond as soon as possible. We thank you for your patience and understanding.

Simply log in to 'My Account' to view your credit limit online.

To find out if you are eligible for a credit limit increase, please call 01 811 2222

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.

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.

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 Account, the summary section shows your minimum payment and due date. You can also see your credit limit, current balance, available to spend 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.

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 Account you can use this section to make payments off your account online using debit 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. My Details

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

6. 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.

7. Contact Preferences

This section lets you choose how you’d like us to contact you with offers, discount codes and news of new products and services. Simply tick or untick your preferences as appropriate.

8. Account Queries

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

9. Address Book

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

10. 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.

11. My APR

This will show you your current interest rate.

Please note: We use strict security measures to keep all your details safe.

A promotional code will consist of 5 letters and/or numbers.

To use it, simply type the code in to the promotional box that is shown on the right side of the PAYMENT PAGE and click 'apply'.

When your code has been accepted, you can then chose to 'add to account' and the order will be added to your Very Account or you can chose to 'pay in full now' and make the payment on your debit or credit card.

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.

or you can send via post to:

Very, PO Box 10985, Dublin 15

Proof of residency

A copy of two of the following documents (which must be dated within the last six months):

• A utility bill
• A bank statement
• A credit card statement
• House / motor insurance certificate
• A local authority bill
• A TV licence renewal form

Proof of name change

• Marriage Certificate
• Deed Poll
• Decree Absolute – we’ll need a copy of your birth certificate as well.
• Civil Partnership Certificate
• Gender Recognition Certificate

Proof of DOB

• Birth Certificate
• Driving Licence
• Residence Permit
• Adoption Certificate
• Valid passport i.e. the identification details inside the back cover
• Valid photo driving licence (full or provisional)

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 send by standard 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 notifications@eletters.very.ie. 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 because of your marketing preferences. If we haven’t got your 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 if it’s missing in ‘My Details’ at any time).

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.

1. If you’ve been the victim of identity theft, you can take the following action:
   Contact our dedicated Identity Theft Team, where you will be assigned a personal case worker who’ll deal with the matter for you.
   They can be contacted at:
   securityandprivacy@theverygroup.com., or
   Call us on 01 811 2226
2. Report suspected instances of fraud to your local Garda Síochána and get a crime number or an incident reference number.
3. You can also request a copy of your credit report from Experian Ireland or the Irish Credit Bureau to check for credit applications and accounts you do not know about.

Credit Reference Agencies:

www.experian.ie

www.icb.ie

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.

If you feel you’ve been a victim of identity theft, please call 01 811 2226

Contact your local Garda station and report. They will advise you further.

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.

Because shopping with a Very Account offers you flexible ways to pay, we are required by law to hold proof of your identity. This is to help protect you from financial crime and to meet our anti-money laundering obligations as a financial services provider regulated by the Central Bank of Ireland.

When you are asked to confirm your identity, we will need you to upload a picture of your Government issued ID and take a new photo of yourself (selfie). We do this by using automated systems provided by our trusted third-party Jumio (NetVerify) to check that the selfie you provide matches your photo on your ID document using biometric analysis.

You will be asked to verify your identify during the application process, however if you need to come back and complete the verification step you can do this my checking within “My Account”. Please have your documents to hand and we will guide you through the rest.

Please note, we will need to verify your identity prior to processing any orders placed using your credit facility. You can pay in full for your orders in the meantime..

Very takes its obligations to keep your data secure very seriously. All staff must abide by the Data Protection Policy and Procedures and IT Security Policy and undertake relevant training. For more information, please see our Privacy Policy

Your ID needs to be an official Government issued ID that includes a photo of you. We cannot accept a Public Service Card as proof of identity.

Note:

Your ID must be in date.

The details on your ID must also match the information you provided when you set up your Very account.

We will accept the following;

• Drivers Licence
• Passport
• EU National Identity Card

In some instances, we may require other forms of ID, for example a Proof of address and/PPSN.

Proof of address

• utility or landline telephone bill;
• statement from a bank, building society or credit union;
• a letter from the Department of Employment Affairs and Social Protection or the Revenue Commissioners addressed to you;
• a letter from any other statutory body or State agency addressed to you; or
• a letter from an insurance company addressed to you relating to an existing insurance policy.

Personal Public Service Number (PPSN)

One of the following documents is acceptable:

• a letter from the Department of Employment Affairs and Social Protection or the Revenue Commissioners addressed to the consumer showing their PPSN;
• a P21, Tax Assessment or Notice of Tax Credits;
• a receipt for a social welfare payment;
• a medical card or drug payment scheme (DPS) card; or
• a payslip, P60 or P45.

We cannot accept a Public Service Card as proof of PPSN or identity.

Failure to provide ID will result in account closure.

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 focused 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