How do I exchange an item?
Just call our Customer Care team on 0844 842 0000, 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.
Calls from BT landlines will cost no more than 5p per minute with a connection charge of less than 6p. Mobiles and other providers' charges may vary.
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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 14 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 14 days♦ of receipt. For exchanges, any discounts will be carried across and we won't charge you again for delivery.
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 firstname.lastname@example.org and request a courier collection, or call our automated service on 0844 842 0000*, selecting option 3. Once you've arranged your collection, your local Hermes courier will collect your parcel within 2 days.
Next day delivery
Next Day Delivery is currently only available on orders added to a Vertbaudet Credit Account†. Your goods and a Next Day Delivery Charge of £1.99 (additional to the standard £3.99 delivery charge) will be added to your next statement. Customers may not be able to use the Next Day Delivery service if their account is not up to date, has become dormant, or has insufficient funds. Next Day Delivery is not available for non-mainland UK addresses. The service will not be available on UK Bank Holidays and we reserve the right to remove the Next Day Delivery offer at any time. Please allow an additional day for delivery on orders placed after 5pm Monday to Thursday. Orders placed on Saturday and Sunday or after 5pm on Friday, will be delivered on Tuesday. All items must be in stock at the time of ordering to be eligible for Next Day Delivery. Please allow until 9pm on the day for delivery. Next Day Delivery is an additional service provided under a separate contract. Please refer to the Terms and Conditions for further information, including details of your right to cancel that service.
The small print
Our courier delivery service covers most of the UK, but in some parts of the country our couriers operate on alternate days. Free Delivery is valid on orders of £60 applies to the Standard Delivery charge only.
♦ We recommend that you use our hassle-free returns and exchange service which gives you 14 days to return items to us by calling us on 0844 842 0000* and through which we manage the safe return of items. However, you also have the right to return items under the Consumer Protection (Distance Selling) Regulations 2000 by giving us notice of cancellation in writing or in another durable medium
within the 7 working day period specified in the Regulations. If you opt to cancel under the Regulations rather than through our returns and exchange service you must return items to us at your own cost and risk. Please refer to the Terms and Conditions
for further information.
Calls may be recorded or monitored. Calls cost no more than 5p per minute, plus a connection charge from BT landlines of less than 6p. Mobiles and other providers' charges may vary. back to top