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Home>Vertbaudet Can we help?

Can we help ?

Here are the answers to the most common questions we are asked.

How can I contact you?

Contact us By email

or by phone - 033 0303 0191
Lines open Mon-Fri 8am-8pm and Sat 8am-1pm.

About Vertbaudet

1 Where is my order?

We aim to deliver your parcel within 3-5 working days after your order is placed.
Please allow at least 6 working days for delivery before contacting us.
If you have a Vertbaudet customer number you can register with My Account, where you can track your order online on the "View order" page.

2 How is my balance calculated?

If you have a balance outstanding, we will send you a monthly statement showing the amount you owe. If you have a Credit Account† and are registered with My Account you can check your balance online.Your balance is calculated on a daily basis and will show any payments, returns and new items. (Please allow sufficient time for any recent transactions e.g. payments or returned items to be processed). When your statement is produced it will include any insurance payments, postage and packing charges, and any interest charges. If your balance is less than £5 then your minimum payment will be the full outstanding balance otherwise your minimum payment will be the greater of either (i) £5; (ii) 5% of your outstanding balance or (iii) all interest, insurance and administration charges on the current statement plus 1% of your remaining outstanding balance. Your minimum payment will be rounded down to the nearest pound. A minimum monthly interest charge of 50p applies when there is a balance on your account. We may set different sums as part of any agreed repayment plan.

Credit Account Example: cash price and amount of credit £300. Representative 35.9% APR variable. Interest rate 31.1% variable. By applying for a Credit Account you consent to a credit search. We will search files of credit reference agencies who record the search and we may share information about you and the conduct of your account with them and other companies, including La Redoute Group, for use in credit decisions and to pursue debtors. We may also use your information held within Cyrillus Vertbaudet Group and/or La Redoute Group to run your credit account. Vertbaudet was previously part of La Redoute Group and La Redoute continue to administer Credit Accounts for Vertbaudet. We may restrict or refuse applications. For full details please refer to a catalogue or our Privacy Policy.

3 Can I return unsuitable items and is it free?

We want to make shopping with Vertbaudet hassle-free so we provide a free returns service through myHermes ParcelShop. Return your unwanted items within 30 days of receipt of goods ordered.

Each parcel contains a delivery note listing items enclosed and explaining if we have been unable to send some of your order. Keep this until you are satisfied with everything. Then, if you wish to return any items, just fill in the returns form included in your parcel, stating your reasons for return. This will enable us to address any issues.

Items must be returned in original condition. Once we receive items, we refund the cost of those items using the method you used to pay. The standard delivery charge you paid (if any) will not be refunded but you will not pay return postage.

We recommend you use the above free returns service but you also have the right to return items under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 by notifying us that you wish to cancel within 14 days following delivery. If you opt to cancel under the Regulations, you must arrange and pay for the return of items and take care to ensure returned items are received undamaged. Once we receive items, we will refund the cost of those items using the method you used to pay. If you cancel an entire order transaction and the order was delivered by standard delivery, we will also refund the £3.99 P&P charge you paid (if any) but you will have paid return postage.

Contact details for cancelling orders under the Regulations are as follows: Returns Dept, Vertbaudet, 2 Holdsworth Street, Bradford, West Yorkshire, BD1 4AH; or Click here to email us

Information your parcel will contain
Each parcel contains an up-to-date delivery note, listing items enclosed and explaining if we have been unable to send some of your order. Keep this until you are satisfied with everything. A returns label is also included within your parcel. When returning items please state your reason to enable us to address any issues immediately. If you can't find your returns form contact us on 033 0303 0191.

Returns at myHermes ParcelShops
Easy and convenient, myHermes ParcelShops are open 7 days a week, early until late. Simply attach the myHermes ParcelShop returns address label to your parcel and take it to any shop. Find your nearest shop at www.myhermes.co.uk/parcelshopfinder

4 I have lost my returns form. What do I do?

Just call us on 033 0303 0191 to request a replacement.

5 Can I make a payment online?

If you have a Credit Account and are registered with My Account, you can sign in, select "Make a payment" and enter your debit/credit card details using our secure connection. We accept most major debit and credit cards.

About ordering

6 How do I place an order?

Online at www.vertbaudet.co.uk- Simply browse our collections adding your favourite items to the basket. Follow the on screen step-by-step process to complete your order.
By phone - call us on 033 0303 0191. Our advisors are available Monday - Friday, from 8am to 8pm and Saturday, from 8am to 1pm.

7 Where is my order?

If all the items on your order are in stock, you should receive your parcel in 3-5 working days.

Please allow at least 6 working days for delivery before contacting us.

If you have a Vertbaudet customer number you can register with "My Account", where you can track your order online on the "View order" page.

Special Offers

8 How do I redeem my special offer?

From time to time Vertbaudet will make special offers available. To claim a special offer you will need to enter the 4-digit order code into the basket area when placing your order.

9 How do I know I have received my Special Offer?

If you have applied an Order Code to your order during the basket stage of the checkout process, your offer details including any discounts that may have been applied will show in your basket.

Delivery and receiving your goods

10 How long does delivery take?

If all the items on your order are in stock, you should receive your parcel in 3-5 working days.

Please allow at least 6 working days for delivery before contacting us.

You can track your orders in "My Account", then select "View My Orders" tab.

11 What is the charge for delivery?

Delivery is free if you spend £49 or more on your order. For orders under £49 the delivery charge is £3.99

How to return goods

12 Can I return unsuitable items and is it free?

We want to make shopping with Vertbaudet hassle-free so we provide a free returns service through myHermes ParcelShop. Return your unwanted items within 30 days of receipt of goods ordered.

Each parcel contains a delivery note listing items enclosed and explaining if we have been unable to send some of your order. Keep this until you are satisfied with everything. Then, if you wish to return any items, just fill in the returns form included in your parcel, stating your reasons for return. This will enable us to address any issues.

Items must be returned in original condition. Once we receive items, we refund the cost of those items using the method you used to pay. The standard delivery charge you paid (if any) will not be refunded but you will not pay return postage.

We recommend you use the above free returns service but you also have the right to return items under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 by notifying us that you wish to cancel within 14 days following delivery. If you opt to cancel under the Regulations, you must arrange and pay for the return of items and take care to ensure returned items are received undamaged. Once we receive items, we will refund the cost of those items using the method you used to pay. If you cancel an entire order transaction and the order was delivered by standard delivery, we will also refund the £3.99 P&P charge you paid (if any) but you will have paid return postage.

Contact details for cancelling orders under the Regulations are as follows: Returns Dept, Vertbaudet, 2 Holdsworth Street, Bradford, West Yorkshire, BD1 4AH; or Click here to email us.

Information your parcel will contain
Each parcel contains an up-to-date delivery note, listing items enclosed and explaining if we have been unable to send some of your order. Keep this until you are satisfied with everything. A returns label is also included within your parcel. When returning items please state your reason to enable us to address any issues immediately. If you can't find your returns form contact us on 033 0303 0191.

Returns at myHermes ParcelShops
Easy and convenient, myHermes ParcelShops are open 7 days a week, early until late. Simply attach the myHermes ParcelShop returns address label to your parcel and take it to any shop. Find your nearest shop at www.myhermes.co.uk/parcelshopfinder

Arranging a collection
To arrange a collection either visit 'My Account' at vertbaudet.co.uk, or Click here to email us or call us on 033 0303 0191. Once you've arranged your collection, your local Hermes courier will collect your parcel within 2 days.

13 How long will it take for a return to show on my account?

It normally takes around 10 working days for your account to be credited. If you complete your email details when you place your order, we are able to send you an email as soon as we receive your returned items. You can, of course, check we have received your returns by logging in to "My Account".

Managing your Credit Account

14 How is my balance calculated?

If you have a balance outstanding, we will send you a monthly statement showing the amount you owe. If you have a Credit Account† and are registered with My Account you can check your balance online. Your balance is calculated on a daily basis and will show any payments, returns and new items. (Please allow sufficient time for any recent transactions e.g. payments or returned items to be processed). When your statement is produced it will include any insurance payments, postage and packing charges, and any interest charges. If your balance is less than £5 then your minimum payment will be the full outstanding balance otherwise your minimum payment will be the greater of either (i) £5; (ii) 5% of your outstanding balance or (iii) all interest, insurance and administration charges on the current statement plus 1% of your remaining outstanding balance. Your minimum payment will be rounded down to the nearest pound. A minimum monthly interest charge of 50p applies when there is a balance on your account. We may set different sums as part of any agreed repayment plan. †A Credit Account is a credit agreement available subject to acceptance to UK residents aged 18+. Statements issued monthly. Payments due 21 days after statement date.

Credit Account Example: cash price and amount of credit £300. Representative 35.9% APR variable. Interest rate 31.1% variable. By applying for a Credit Account you consent to a credit search. We will search files of credit reference agencies who record the search and we may share information about you and the conduct of your account with them and other companies, including La Redoute Group, for use in credit decisions and to pursue debtors. We may also use your information held within Cyrillus Vertbaudet Group and/or La Redoute Group to run your credit account. Vertbaudet was previously part of La Redoute Group and La Redoute continue to administer Credit Accounts for Vertbaudet. We may restrict or refuse applications. For full details please refer to a catalogue or our Privacy Policy.

Easy ways to pay

15 I am a new customer - how do I pay for my order?

You can pay for your order using either your debit/credit card or Paypal.

16 When is my payment / statement due if I have a Credit Account?

You will only be sent a monthly statement if you have a balance outstanding on your Credit Account. The payment "due by" date is shown on your statement but you can also check it securely online if you are registered with "My Account".

17 I am an existing customer with a Credit Account. How much do I have to pay?

What is my minimum payment?
Your minimum payment is shown at the bottom of your current statement. You can choose to either settle your account in full or spread the cost by paying just the minimum amount. Please check your statement for any interest charges and other charges, for example for insurance products.
How can I make a payment?
Making payments to your Credit Account
Via Home Banking: If you have telephone or internet banking, contact your bank quoting our account number 51324217 and sort code 40-02-50, along with your Vertbaudet Customer Number, to make your payment.
Online: Visit vertbaudet.co.uk and using the ‘My Account' facility enter your Customer Number, password and credit/debit card details. We'll then send you e-mail confirmation for your records.
By Phone: Simply call our automated service on 033 0303 0193, select option 3 and have your card details, customer number and date of birth in the following format (dd/mm/yy) to hand. To improve the quality of the service we provide, calls may be monitored or recorded. Confidentiality will be maintained.
By Post: Make your cheque payable to Vertbaudet, write your Customer Number and address on the reverse and return it with your statement payment slip. Please don't send bank notes or coins through the post.
At a Bank: Pay by cheque or cash at any bank using your statement and payment slip. This service should be offered free of charge at any branch of your own bank. Make your cheque payable to Vertbaudet with your Customer Number and address printed on the reverse.
At a Post Office: Pay by cash or cheque (payable to Post Office Ltd) at any Post Office using your statement and payment slip. A charge is made for this service. Important! Please make sure your payment reaches us by the date shown on your statement by allowing 4 working days for payments made at Banks or Post Offices, 7 working days if sent by post and 2 working days for payments made online.
Allocating your Payment: Payments will reduce your balance in the following order: charges relating to missed payments, overdue payments and payments not honoured; insurance premiums; interest charges; outstanding balance.
Dispute Resolution: If you have a problem with your agreement, please try to resolve it with us in the first instance. If you are not happy with the way in which we handled your complaint or the result, you may be able to complain to the Financial Ombudsman Service, however, you must raise any complaint with us first. The Financial Ombudsman Service can be contacted by post at the Financial Ombudsman Service, Exchange Tower, London E14 9SR or by telephone on 0800 023 4567 or 0300 123 9123 or at www.financial-ombudsman.org.uk.

18 Can I make a payment online?

If you have a Credit Account and are registered with My Account, you can sign in, select "Make a payment" and enter your debit/credit card details using our secure connection. We accept most major debit and credit cards.

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