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    Brexit: Everything you need to know

    Following the UK leaving the EU from January 1st 2021, Very Neko would like to reassure all our customers that there will be no change to your shopping experience.

    Very Neko is committed to making sure you have all the information you need and we have provided the FAQs below to answer any questions you may have.

    As always, if you have any additional questions then please contact our Customer Service team who will be happy to help.

    Very Neko can confirm that your shopping experience will not be impacted, and you will be able to continue to place orders as usual.  

    For customers located in the EU, most of our products will ship from our distribution centre within the EU and therefore ordering with us will continue as normal.

    For any products shipping from the UK to addresses in the EU, tax and duties will be settled on your behalf with our courier, so there is no cost to you.

    We have made the necessary changes to ensure your shopping experience is not impacted, meaning delivery timeframes will remain unaffected.

    Once you have selected your products, please refer to the checkout for delivery timescales specific to your shipping address.

    As some customers may have experienced in the past, we have multiple dispatch locations across the globe to enable us to provide you with the best experience possible. The majority of orders will be fulfilled from within the EU, but some products will be sent from the UK.

    We have made all necessary changes to ensure any products sent from the UK to EU addresses are delivered as normal with no impact to you.

    There are no price changes as a direct impact of Brexit. We regularly review our pricing to ensure we remain competitive.

    No, all returns from European countries will go back to our distribution centre located within the EU.

    My Account

    Registering with us is easy! Click here to get started.

    You will be automatically registered to receive our fantastic offers when you sign up so that you don’t miss out on exclusive offers or discount!

    If you’re already signed up and change your mind, you can stop these emails by logging in to your account and changing the ‘Email Preferences’.

    Simply log-in to your account and change what you need. We don’t want you missing out on any exclusive offers!

    We are fully compliant with the Data Protection Act so your personal details will always be kept safe!

    Check out our Privacy Policy for more info!!

    Don’t fret! We’ll get you back up and running in no time. Click ‘Forgotten your Password’ on the sign-in page and you’ll be on your way to getting it reset pronto!
    If you don’t want to receive our exclusive offers and promotions anymore that is absolutely fine! Log-in to your account and change the ‘Email Preferences’.

    Ordering

    We always aim to get our items back in stock so you can purchase them in the future.

    Now and again there can be an unexpected delay; if so we’ll get in touch to let you know.

    Easy! Find the items you want and click to add them to your basket. Once you’ve got all you need, select the basket icon and proceed to checkout.

    Your account will automatically show any stored delivery and payment options to make ordering as easy as possible.

    Check all of your details are correct and you’re good to go!! We’ll let you know that your order is complete by sending you an email.

    Absolutely!! Click the basket icon and this will show all of the items you’ve selected so far.

    Use the + to add more of the same item or the – if you have added too many. If you want to remove the item completely, just hit the X button.

    You sure can! You can add a different delivery address at the checkout stage. Your order will automatically default to any saved addresses but you can add more.

    We will fire an email over to you once your items have dispatched. This will contain the delivery address and the goods that are on their way as well as more info!!

    You can also log-in to your account to check up on your order.

    Your account makes it easy to keep an eye on your orders.

    Once you’ve logged in you’ll see each individual order that you’ve placed with us. Select the one that you want and discover all the information you need.

    We’ll also send you an email as soon as it’s on the way!

    Your Account will show any orders you have previously placed with us.

    They will either show as Outstanding, In Progress or Complete. Click on the order you wish to view to check the current status.

    The email we send when it is dispatched will also let you know when to expect your order.

    If you need any further information, contact our Customer Service team by sending a message through your account.

    We’re sorry to hear you want to cancel. 😢

    If you need our help with anything, just contact us through your account and we will be happy to help.

    We will send you an email once the items have been cancelled successfully.

    If the cancellation fails, this is because the order is almost ready to be sent. In stock items are sent as soon as possible to ensure they get you quickly.

    If you want to return the items, check out our returns policy!

    We don’t want to cancel any orders but occasionally we might have to. 😢

    This can be down to issues with stock or the price of the item may have been incorrect on our site (Whoops).

    Once your order has been placed we are unable to amend any details.

    You can try and cancel it if you wish and then place a new one. You can do this through your account.

    Select the order you wish to cancel and you’ll see that you can choose individual items or the whole thing.

    We’ll send an email to let you know if the cancellation is successful. We recommend not placing a new order until this has been confirmed.

    If you can’t cancel then you can send the item back to us. Refer to our Returns Policy to find out how.

    No worries, you can try and cancel the item in your account.

    Click the one you wish to cancel and we’ll send you and email to let you know if it worked.

    If you can’t cancel it you can send it back to us. Our Returns Policy is just here.

    Need a bit more help? Send us a message through your account.

    We’re sorry that this has happened and we will do what we can to make sure you get the best outcome.

    Please contact us to tell us more, if you can provide your order number, product name, details of the fault and an image (if necessary) then this will speed up the process!

    We’re sorry about that, sometimes mistakes are made 😩 but don’t worry as we can help 😤

    Drop us a message through your account with your order number, the item you have received and the one you have ordered. Sending us an image may also help speed things up!!

    We wouldn’t want to receive a damaged item so why should you?

    Contact us through your account and send us an image of the damage. As soon as we receive this we will email you with the outcome!

    We sometimes ship items separately to make sure that they get to you as quickly as possible.

    Your dispatch email will confirm what has been sent to you. If the missing item isn’t on there you will need to wait that little bit longer.

    If it has been sent then send a message to us through your account to let our Customer Service team know and they’ll be happy to help.

    Payments and Discounts

    We offer various ways to pay for our items to ensure our customers can access all the goods on our website.

    Visa

    Visa Debit

    MasterCard

    MasterPass

    Maestro

    Your preferred payment of choice can be selected at the checkout; we take fraud very seriously so you will face validation and authorisation by us and your card issuer.

    Orders placed, which are delivered within the UK, are inclusive of VAT.

    Deliveries outside of the UK may be subject to an import duties and taxes, including VAT, which are levied once the order reaches the destination country.

    We recommend that you contact your local customs office for information regarding customs polices as these can vary from country to country.

    If a ‘Payment Problem’ occurs, don’t worry as this can be easily resolved so that we can get your order on its way to you.

    Before you re-enter any card details, please make sure all of the details are correct. We also recommend checking funds in that account.

    If you have done this and the problem still persists, contact our Customer Service team through your account and we will help to get this sorted for you as quickly as possible.

    When opting to pay via PayPal, you will see a notification in your PayPal account which authorises the payment to be taken when your order is ready for dispatch. Until dispatch, payment is not debited from your PayPal account.
    Generally your subscription is charged on the first working day of each month; if this is going to be delayed then we’ll let you know by email!

    If you want to add a new payment card you can do this at the checkout stage.

    Your card details will be stored for future orders so you can check out with ease.

    Adding a discount code is really easy.

    Once you have finished shopping click the ‘View basket’ option. There will be a box underneath your items that says ‘Got a Discount Code? Enter it here’.

    If the code hasn’t worked please check you aren’t trying to use more than one offer. Only one code per order can be used.

    Still having problems? Contact our Customer Service team through your account.

    Delivery

    We will email you when your items are on the way, so that you know when to expect them. 😰.

    For tracked orders, use the tracking link provided in your email or located in your account to check where your order is.

    Have you checked if your parcel has been left somewhere safe such as with a neighbour?

    Our Delivery Information page can give you more information but if you need any more help we are only a message away!!!

    You can see our delivery options here.
    The Delivery Information page can tell you that, you can see all of the timeframes for deliveries worldwide!!

    Most of the products on our site require you to be at home for the delivery as they may be too big to fit in your letterbox.

    If this happens and you are not in to receive or sign for it, your tracking information should update to reflect this and the delivery should re-schedule. If you need any help then contact our Customer Service team.

    Returns and Refunds

    Please click here to see our returns policy.

    If you can’t find the information you are looking for then please contact our Customer Service team through your account.

    Returning an item shouldn’t be complicated. Log on to your account and contact our Customer Service team and we will do the rest.

    Just tell us the reason why you want to return your items so we can choose the best option for you.

    Our returns policy is right here.

    We want every one of our customers to enjoy their items. If you aren’t happy with them you can send them back to us.

    The only thing we ask is that the items are all pristine, in their original packaging and that you contact us within 14 days of receiving the products.

    To make sure they are sent back to us safely, contact our Customer Service team through your account and you will be sent the information you need.

    Our Returns Policy can be viewed here.

    Once your return has reached us we will review the reason and let you know the outcome via email.

    We’ll process your return within 48 hours of receiving it into our warehouse. Your refund should then be processed within 5 working days and an email will be sent to confirm this.

    If you don’t receive your refund and it’s been 10 working days since you received our email, then you’ll need to contact our Customer Service team through your account.

    Website

    You can find them right here.
    If you have any difficulties accessing the checkout or any part of our website then please get in touch with Customer Services as soon as possible so we can fix this straight away!!
    Our Privacy Policy can be read here.

    You have the right to ask what personal data is held by us about you.

    We may charge a fee for this which will not exceed £10.00. You can write to us and make this request at:

    VeryNeko

    1-2 The Stables

    Gadbrook Park

    Northwich

    Cheshire

    CW9 7RA

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