How do I exchange an item?
Just call our Customer Care team on 033 0303 0191, between 7am and 10pm, and tell us which item you wish to exchange and the replacement details (catalogue number, size and colour). We can also arrange a return at the same time if you wish.
You will not be charged Post and Packing on exchange items or additional items that you order at the same time.
We can only ensure you are not charged if you call us, if you order a replacement online or by post the charge will automatically be added and you will need to contact us to arrange this charge to be removed or refunded.
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Can I return unsuitable items and is it free?
We want to make shopping with Vertbaudet hassle-free so we provide a free exchanges and returns service through which you can return items without incurring the cost of return postage by contacting us or our courier within 21 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 attached, stating your reasons for return. This will enable us to address any issues. If your goods are delivered by our local courier, Hermes, they will collect your return parcel free of charge.
For your convenience, our returns service is FREE. You can return or exchange (subject to eligibility) any item through our courier network service FREE of charge within 21 days of receipt. For exchanges, any discounts will be carried across and we won't charge you again for delivery.
As mentioned above, we provide a free exchanges and returns service so you can return items without paying return postage. 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 or Next Day Delivery P&P 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 where we manage the safe return once you hand items to your local Hermes courier 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 (rather than Next Day Delivery), we will also refund the £3.99 P&P charge you paid (if any) but you will have paid return postage. If you cancel an entire order transaction delivered by Next Day Delivery, the terms are slightly different. Next Day Delivery is an additional service provided under a separate contract and can only be cancelled under the above Regulations by giving notice of cancellation in writing or another durable medium up to the point at which we start to provide that additional service. If, after choosing and paying for Next Day Delivery, you cancel an entire order transaction under the Regulations within 21 working days after delivery, we will only refund the £3.99 standard delivery charge and not the additional £1.99 charge for Next Day Delivery.
Contact details for cancelling orders under the Regulations are as follows: Returns Dept, La Redoute, 2 Navigation Walk, Bridge Street, Wakefield, West Yorkshire, WF1 5RH; or firstname.lastname@example.org.
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 attached to your delivery note. When returning items please state your reason to enable us to address any issues immediately. If you can't find your returns form, Click Here to download one.
Returns at myHermes ParcelShopsArranging a collection
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
To arrange a collection at a place and time to suit you, simply call your courier directly using the contact details on the outside of your parcel. You can also take your returns to a Post Office if this is more convenient for you - please see your delivery note for further details. Just like our courier service, you will not pay for postage on items returned through the Post Office. Alternatively, you can request a collection by visiting vertbaudet.co.uk and clicking on MY ACCOUNT. You can email email@example.com and request a courier collection, or call our automated service on 033 0303 0191, selecting option 3. Once you've arranged your collection, your local Hermes courier will collect your parcel within 2 days.
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