How to complain to Very about an order or refund

Official Very complaint and contact options

Step 1: make the initial complaint

Start with the account and order details, then say whether the complaint concerns delivery, a return or an unresolved refund. If a supplier delivered the item directly, identify it and include the supplier’s correspondence so Customer Care can see the full history.

• Give the order reference and the affected item, rather than only your account balance.
• Describe what Customer Care previously agreed to do and why the issue remains open.
• Ask for the order investigation or refund decision you need, and keep a copy or dated call note.

Step 2: request review if unresolved

For an unresolved retail complaint, refer Customer Care back to the original case and ask for a review of the disputed answer. Very also publishes the Customer Excellence postal route above. Asking for a review is practical guidance; the general FAQ does not set out a separate numbered retail appeal process.

Very links a separate Financial Services Complaints Procedure for credit-related matters. Use the current procedure for the actual financial product if your complaint concerns Very Pay, credit or financial-service handling. Do not treat its Financial Ombudsman route or financial complaint timescales as applying to every missing parcel or return refund.

Information and evidence to have ready

• Very account and order references, affected product and disputed amount.
• Order tracking and any supplier-direct delivery messages.
• Return registration, collection or drop-off receipt, and refund/account transaction records.
• A short chronology of Customer Care replies and the action you are asking it to reconsider.

Very parcel, order and refund complaints

• Order not received: use Very missing-order help for delivery checks; use this page when you need to complain about the handling or outcome.
• Return refund missing: show both the return handover and account transactions. Very’s return guidance distinguishes supplier-direct returns, so check the instructions for your item. See lost-return help if the parcel itself is missing.
• Refund refused: state the decision and evidence you dispute; refund-refusal guidance can help structure the request.

Official sources

Checked on 3 October 2026. Use these published sources to confirm current details. Preparation advice and requests for further review are ParcelClaim’s practical guidance unless an official procedure is specified.

• Very order help, returns and general complaint FAQ
• Very Customer Care and complaint telephone contacts