Where is my order?
If all the items on your order are in stock, we normally deliver within 5 to 10 working days. However, because all our products are despatched from France, there may occasionally be a small delay.
Please allow at least 10 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.
Sign in
to ‘My Account’ to view your recent orders
Register
with ‘My Account’
What is
‘My Account’
?
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How is my balance calculated?
If you have a Credit Account and 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. When your statement is produced it will include any postage and packing charges, any interest charges and any other charges, for example for insurance products. Representative 32.9% APR variable.The minimum monthly payment is 5% of the balance owed or £5, whichever is the greater. Payments are rounded down to the nearest pound. A minimum monthly interest charge of 50p applies when there is a balance on your account. A Credit Account is a credit agreement available subject to acceptance to UK residents aged 18+. Statements are issued monthly. Payments due 21 days after the statement date. Minimum monthly repayment £5 or 5% (whichever is greater). Example cash price and amount of credit: £300, 12 equal monthly payments at standard interest rate of 28.8% p.a.of £29.07, total amount payable £348.84. Representative 32.9% APR variable.
Sign in
to ‘My Account’ to view your recent orders
Register
with ‘My Account’
What is
‘My Account’
?
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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. The easiest way to arrange a return is by contacting the courier directly and you will find their telephone number on your delivery note, on the outside of your parcel or in “Request a return” in “My Account” (you can also arrange a return through “My Account” if you are registered for that service). You can also call us on 0844 842 0000 from 7am – 10pm, 7 days a week. Once we have received your returned goods, your statement will be adjusted accordingly, Where you have already paid for your goods, we will credit your Credit Account, or, if you paid by credit or debit card, we will refund the card.
Please return items in their original condition and packaging.
It is important that you return items to us as soon as you can. We reserve the right to make an administration charge of £3 per item for cancellations made and returns arranged outside the 14 day period. We will not charge where it would be unreasonable to do so, e.g. where you have a reasonable explanation for a late return.
Calls cost 5p per minute plus a connection charge from BT landlines of less than 6p. Mobiles and other providers' charges may vary.
Consumer Protection (Distance Selling) Regulations 2000
Although we recommend that you use our hassle-free returns and exchange service which gives you 14 days to return items to us by simply calling us and where we manage the safe return of items once you hand them to your local Hermes courier, 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 exchanges service, you must arrange return of items to us at your own cost. Please refer to our Terms and Conditions for further information.
Sign in
to ‘My Account’ to view your recent orders
Register
with ‘My Account’
What is
‘My Account’
?
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.
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I have lost my returns form. What do I do?
Just follow the instructions on the note, making sure you write down your order number. We'll need these details to process your return.
Once it's all filled out, pop the note in your parcel with the items you are returning. Click here to download your returns form.
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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.
Sign in
to ‘My Account’ to view your recent orders
Register
with ‘My Account’
What is
‘My Account’
?
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