Online Help System

Need help?

Whether you've forgotten your password, need help ordering or have a specific question about delivery or returns, we're here to ensure you get the most out of shopping with Very.ie.

FAQs

Online

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

Log in to your ‘My Account’
Go to the ‘Make a payment section’.
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.

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.

By Phone
You can make a payment using our automated phone service, using your debit or credit card. Click here for contact details.

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.

Returns are free under our 28 day Approval Guarantee

1. Visit the My Orders section of My Account

2. Choose either to ‘Return items’ or ‘Return items from multiple orders’ – this will take you through to our digital returns portal

3. Select the items you want to return and tell us the reason for your return by choosing an option from the dropdown menu (if you’re returning multiple items you can include all items in one parcel - just ensure you’ve selected from the ‘Eligible for digital returns’ section)

4. You can select items from multiple orders to add to a single return, just expand the orders to find the items in your recent orders. You can use the ‘Load More’ feature to review older orders.

· We process each return parcel individually, so if your items don’t fit in one parcel, you’ll need to raise a separate returns request via My Account and obtain a separate label for each parcel

5. There are three options to choose from when returning items on the returns portal:

· Parcel Connect Stores (up to 20kg) - Small parcels can be dropped off at a Parcel Connect store

· Fastway Home Collection (up to 32kg) - For larger items requiring Home Collection (this service is only available for products too large or heavy to return via Parcel Connect) please select the Fastway option on screen. Fastway will bring your label

· Big and bulky items (Over 32kg) - If your item for return is over 32kgs or is big and bulky it may be ineligible for digital return and the message ‘Ineligible for digital return’ will appear in the portal. For these products, please contact our customer care team to arrange collection

6. For Parcel Connect returns, please choose a convenient drop off location from the map displayed, alternatively enter an Eircode in the ‘Search by your Postcode’ box for the nearest drop off points

Important - Please select the ‘Printer’ or ‘No Printer’ option for your returns label. If you have selected the Printer option, you must be able to print your own label at home. If you have selected the No Printer option, you will be shown the Parcel Connect locations on the map that will be able to scan your QR Code on a smartphone screen and print the label for you.

7. Make sure to tick that the weight and dimensions don’t exceed the maximum allowed for the carrier then click proceed

8. Click the download label button to create your QR code or label (we’ll also email this to you along with your returns confirmation as an attachment)

9. For Fastway Home Collection returns, Fastway will contact you to arrange collection of your item on a preferred date and will bring the label and attach it for you

10. For all returns requested through our digital returns portal, we’ll update you on your parcel’s journey back to us via email. From links in these emails, you’ll be able to track the return of your parcel.

Please allow up to 14 days from when we have received your parcel, for your credit/refund to arrive. There’s no need to contact us before this time.

Access the 'Recent Orders' tab on My Account (you’ll need to log in if you haven’t already)
Find your order, then click ‘Track Parcel’ to reveal the latest information on your order status.
You’ll see an icon that will take you directly to our delivery partner’s website where you can view more detail once they have received your order.
You’ll be able to get up to date tracking information.

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.

Click on ‘Forgotten your password?’
Complete the form and click continue.
We’ll send you an email containing a link to the password reset page.
Please note: If you don’t receive an email, please check your Junk Email folder before contacting us.
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 Monday-Saturday, click here for contact details.

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

Open the word document and update with the details requested
Click the "File" tab and click ‘Save As’.
Save the file to a name that you will recognise
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.

Income and Expenditure.doc

Delivery

Select the ‘Recent Orders’ tab in My Account.
Find your order, then click ‘Track Parcel’ to reveal the latest information on your order status.
You’ll see an icon that will take you directly to our delivery partner’s website where you can view more detail once they have received your order.

Select ‘Recent Orders’ In My Account.
Click ‘Track Parcel’ and you’ll see your order status move from ‘processed’ to ‘dispatched’.
Under the Latest Tracking Information you’ll see a live tracking status of ‘Dispatched By’, ‘Available to deliver’ or ‘Loaded onto Van’.
When the item has been delivered your order status will move from ‘dispatched’ to ‘delivered’.

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.

Access the 'Recent Orders' tab on My Account (you’ll need to log in if you haven’t already)
Find your order, then click ‘Track Parcel’ to reveal the latest information on your order status.
You’ll see an icon that will take you directly to our delivery partner’s website where you can view more detail once they have received your order.
You’ll be able to get up to date tracking information.

Our delivery partner will leave or email you a calling card and attempt delivery on the next working day. If it's a large delivery item our delivery partner will call you to arrange another suitable date.

Updated tracking can be found in your 'My Account'.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:

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

This usually means a card will have been posted or emailed to you 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:

Select the 'Recent Orders' tab in My Account
Find your order, then click 'Track Parcel' to reveal the latest information on your order status.
You’ll see an icon that will take you directly to our delivery partner’s 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.

Select the ‘Recent Orders’ tab in My Account.
Find your parcel, then click ‘Track Parcel’ to reveal the latest information on your order status.
You’ll see an icon that will take you directly to our delivery partner’s website where you can view more detail once they have received your order.

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’:

Select the ‘Recent Orders’ tab in My Account
Find your order, then click 'Track Parcel' to reveal the latest information on your order status.
You’ll see an icon that will take you directly to our delivery partner’s website where you can view more detail once they have received your order.

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 8 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 will contact you 24 - 48 hours before delivery to arrange a suitable date with you. You can also track your order’s progress in 'My Account'.

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

Please allow up to 14 days from when we have received your parcel, for your credit/refund to arrive. There’s no need to contact us before this time.

You can check the status of your return by checking the transaction history within the Transactions and Statements tab in My Account.

Refunds to debit/credit cards and credits to your Very Account (if purchased on credit) will usually be made within 5 working days of us receiving your returned items.

Returns are free under our 28 day Approval Guarantee

1. Visit the My Orders section of My Account

2. Choose either to ‘Return items’ or ‘Return items from multiple orders’ – this will take you through to our digital returns portal

4. You can select items from multiple orders to add to a single return, just expand the orders to find the items in your recent orders. You can use the ‘Load More’ feature to review older orders.

We process each return parcel individually, so if your items don’t fit in one parcel, you’ll need to raise a separate returns request via My Account and obtain a separate label for each parcel.

5. There are three options to choose from when returning items on the returns portal:

Parcel Connect Stores (up to 10kg) - Small parcels can be dropped off at a Parcel Connect store.
Fastway Home Collection (up to 32kg) - For larger items requiring Home Collection (this service is only available for products too large or heavy to return via Parcel Connect) please select the Fastway option on screen. Fastway will bring your label.
Big and bulky items (Over 32kg) - If your item for return is over 32kgs or is big and bulky it may be ineligible for digital return and the message ‘Ineligible for digital return’ will appear in the portal. For these products, please contact our customer care team to arrange collection.

Important - You don’t need a printer to return your item, however please select the ‘Printer’ or ‘No Printer’ option for your returns label. If you have selected the Printer option, you must be able to print your own label at home. If you have selected the No Printer option, you will be shown the Parcel Connect locations on the map that will be able to scan your QR Code on a smartphone screen and print the label for you.

7. Make sure to tick that the weight and dimensions don’t exceed the maximum allowed for the carrier then click proceed

8. Click the download label button to create your QR code or label (we’ll also email this to you along with your returns confirmation as an attachment)

9. For Fastway Home Collection returns, Fastway will contact you to arrange collection of your item on a preferred date and will bring the label and attach it for you

Please allow up to 14 days from when we have received your parcel, for your credit/refund to arrive. There’s no need to contact us before this time.

If you return an item which is part of a multi-buy deal, such as ‘3 for 2’, you’ll no longer be entitled to the multi-buy benefit so we’ll reverse the benefit as part of the return.

Here are some examples to help explain this further:

Example 1 – Buy one get one free and you return the free item, no refund will be applied as the item was not charged.

Example 2 - You return one of the items you paid for such as 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
On your statement you will see 2 items showing €12 charge and the €10 item showing no charge
If you return the €10 item then no refund will be applied as the item was not charged
If you return a €12 item because the offer has now been broken, we’ll refund you €2 (€12 less €10 benefit)

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.

We’re sorry to hear there is a problem with your item, here’s how to make your online return:

1. Visit the My Orders section of My Account

2. Choose either to ‘Return items from multiple orders’ or ‘Return an item from a specific order’

3. Select the items you want to return and select ‘Faulty’ as the reason for your return from the dropdown menu

4. Important - Please provide specific details of the problem within the text box available

5. For some items we may need you to call us or one of our supply partners, if so we’ll let you know by displaying a message with instructions on how to contact them

6. Follow the steps on screen to complete your return

If you have a safety concern about the faulty item, call us here

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

No you don’t need a printer for your return.

For Parcel Connect returns:

In our digital returns portal you can choose to print the label at home or select the store to print it for you.

If you choose to print at home, you must have access to a printer to print your own label at home.

If you choose the ‘No Printer’ option, you’ll be able to choose an available Parcel Connect location based on the selected location. The Parcel Connect store will be able to scan your QR Code on a smartphone screen and print your label for you.

For Fastway Home Collections

Fastway will bring the returns label when they arrive to collect your item and will attach it for you.

You can track your parcel’s journey back to us via the tracking link within your returns confirmation emails.

For Parcel Connect in store returns, you can also track the progress of your return by entering the unique reference found on the bottom of your return receipt here

Will you refund my delivery charge?

For details of delivery charge refunds please visit our ‘What is your returns policy’ FAQ.

Contact Us

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

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

'My Account' 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, click here for contact details, available 8am – 6pm Monday to Friday and 9am – 4pm Saturday.

Call 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. They are available Monday-Saturday.
Or you can write to us at:
Very
PO Box 10985
Dublin 15
Or you can also email us at creditcomplaints@theverygroup.com

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/

Take 3

Take 3 enables you to split the cost of purchases over 3 payments and pay no interest. It applies to all new purchases that are not on Buy Now Pay Later (BNPL). It’s easy, order on your account in the normal way by clicking on “Add to account” in checkout. Then, each month, we’ll show you the Take 3 Payment due on your statement which you will find in “My account”. You will need to make this payment to avoid interest on your purchases that qualify for Take 3.

The Take 3 Payment includes the minimum payment required for any of your current balance that does not qualify for Take 3 such as outstanding balances on BNPL after the delayed payment period has ended and balances that no longer qualify for Take 3 because you failed to make a Take 3 Payment.

The Take 3 Payment is the amount you must pay to avoid interest on all your purchases that qualify for Take 3. It includes the minimum payment required for any of your current balance that does not qualify for Take 3 such as outstanding balances on Buy Now Pay Later after the delayed payment period has ended and balances that no longer qualify for Take 3 because you failed to make a Take 3 Payment.

The Minimum Payment shown on your monthly statement is the minimum amount you need to pay to keep your account up to date. If you only make the Minimum Payment then interest will be charged on your current balance including on items that qualify for Take 3.

You must make at least the Take 3 Payment each month to avoid incurring interest on purchases that qualify for Take 3. You can make the Take 3 Payment in one single payment or in multiple payments provided the required amount is received by the payment due date shown on your statement.

You can pay more than the Take 3 Payment if you wish. Any additional payment received will be applied in accordance with the Payment Allocation Rules (which can be found in your credit agreement and on the rear of your monthly statement) and may reduce your next Take 3 Payment.

If a Take 3 payment is missed, all the purchases that were in the Take 3 balance when the payment was missed stop qualifying for Take 3 and will be subject to interest.

Payments and Credit Options

Online

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

Log in to your ‘My Account’
Go to the ‘Make a payment section’.
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

By Phone
Make your payment over the phone using your debit or credit card, simply call us 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 our Customer Care Team, click here for contact details.

At your Bank or Building Society

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.

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 Monday-Saturday, click here for contact details.

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

Open the word document and update with the details requested
Click the "File" tab and click ‘Save As’.
Save the file to a name that you will recognise
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"

Income and Expenditure.doc

My Account

If your account has been locked due to unsuccessful attempts to sign in to your account, you’ll need to reset your password so that you can continue to shop.

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

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

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

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 six months, which you send via our secure webmail, in My Account:

Click “My Details”

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

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

Proof of Residency (one of the following documents (which must be dated within the last six months):

A utility bill or Connection Letter
A bank statement
A Credit Union Statement
A credit card statement
An existing, Home or Motor Insurance Certificate
A local authority bill
A Revenue Letter
A Letter from the Department of Enterprise, Trade and Employment or the Department of Social Protection
A TV licence

Proof of name change

Marriage certificate
Deed poll certificate
Civil partnership certificate
Gender recognition certificate

Proof of DOB

Birth Certificate
Driving License
Adoption Certificate
Valid Passport (identification details inside the back cover)

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).

Security and Privacy

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.

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
click here for contact details.
Report suspected instances of fraud to your local Garda Síochána and get a crime number or an incident reference number.
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

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. Please check your ID is in date and the details on your ID match the information you provided when you set up your Very account. All documents must be no more than six months old.

We will accept the following:

Current Drivers Licence
Current Passport
Current EU National Identity Card

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

Proof of address

One of the following documents is acceptable but it must be no more than six months old:

Utility or Phone Bill / connection letter
Bank/Credit Union/ Post Office Banking Statement
Home or Car Insurance Certificate (must be an active policy and issued in last 6 months)
A letter from the Department of Enterprise, Trade and Employment or Department of Social Protection
A letter from Revenue
A TV Licence Certificate

Personal Public Service Number (PPSN)

One of the following documents is acceptable:

A letter from Revenue
Payslip (must include full first and surname)
P60
P45

Click here to find out more and submit your details.

Product Reviews

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.

Product support

Get an answer quickly and easily on all the most common Home and Electrical product queries

Find out more

Online Help System

Need help?

FAQs

Online

At your Bank or Building Society

Delivery

Returns

Our 28 Day Approval Guarantee

Your Right to Cancel under the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013.

We’re sorry to hear there is a problem with your item, here’s how to make your online return:

Contact Us

Call us

Take 3

Payments and Credit Options

Online

At your Bank or Building Society

My Account

Proof of Residency (one of the following documents (which must be dated within the last six months):

Proof of name change

Proof of DOB

Why are you emailing me letters?

How secure are these emailed letters?

Why am I not getting letters emailed to me?

Security and Privacy

Product Reviews

Customers:

Brands:

Product support

Online Help System

Need help?

FAQs

How do I make a payment?

How do I return an item?

How do I track my order?

What is My Account?

How do I unlock My Account?

I am having Financial Difficulties

How and where do I change my credit limit?

Delivery

What are my delivery options?

Are there any free delivery options?

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

How do I know when my item is out for delivery?

How do I track my order?

What if I miss my delivery?

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

Will you deliver during adverse weather conditions?

What if my delivery is late?

Large item delivery expectations:

Where can I find my Eircode?

Why is my Eircode not being accepted?

How do I get support with my Click and Collect delivery?

How do I access my Click and Collect PIN?

In the Terms & Conditions it says that for some products ordered, I as the customer am the named importer, what does this mean for me?

Returns

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

What do I need to do before returning an item?

Where do I get a returns label?

How do I return an item?

The item I bought was part of a promotional offer, what do I need to return?

What is your returns policy?

What do I do if my item is faulty?

Can I have a copy of the Model Cancellation Form?

Do I need a printer for my returns

How do I track my return?

What are my returns options?

What do I do if I can’t find my returns tracking email

Contact Us

How do I contact you?

How do I make a complaint?

Take 3

What is Take 3?

How do I select Take 3?

What can I pay for using Take 3?

Can I use Take 3 more than once?

How will I know how much to pay?

What’s the difference between my Take 3 Payment and the Minimum Payment?

Can I use Buy Now Pay Later and Take 3 at the same time?

Will Take 3 be replacing current payment options?

Is it possible to pay off Take 3 purchases in fewer or more payments as long as its within 3 months?

Are there any penalties or additional charges if I do not meet the Take 3 payments each month?

Will Take 3 apply to orders I placed prior to 2nd March 2024?

Payments and Credit Options

How do I make a payment?

How do I see my statements?

I am having Financial Difficulties

How do I view / change my credit limit?

My Account

How do I change my password?

How do I unlock My Account?

What is My Account?

How do I use a promotional code?

I need to update my personal details and you have asked me to send in documents to confirm. What shall I send?

Communications

Security and Privacy

How can I prevent my identity from being stolen?

How do I identify spoof emails?

What can I do if I think I have been a victim of ID theft?

What is ID theft?

Where can I get further information on ID theft?

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

Why have you asked me to provide ID?

How does ID verification work?

What do I have to provide to verify my identity?

What happens if I do not provide ID?

Product Reviews

Why are product reviews important?

How do you collect product reviews?