Very Parcel Not Delivered or Refund Refused? UK Guide
Very uses Yodel as primary courier with Evri and DPD as backup. CRA 2015 places liability on Very.
Who delivers your Very order?
Very typically uses: Yodel, Evri, DPD. The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with Very, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on Very to deliver into your physical possession.
Very contact and returns
- How to contact
- Very customer services via the contact page or chat in your Very account.
- Returns policy summary
- Very offers free returns within 28 days. Check the current policy.
How to claim a refund from Very
- 1
Save evidence: order confirmation, tracking screenshot, any delivery photo, and chat or email transcripts.
- 2
Wait 24–48 hours past the expected delivery date in case the parcel arrives late.
- 3
Contact Very via Very customer services via the contact page or chat in your Very account. Quote Section 29 of the Consumer Rights Act 2015 if the parcel is missing.
- 4
Set a clear written deadline (7 days). Confirm in email even if the conversation started by chat or phone.
- 5
If Very refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
Very delivery FAQs
Is Very legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (Very) is responsible for the goods until you take physical possession. Very cannot redirect you to the courier because your contract is with Very, not the courier.
How long does Very have to refund me?
Under Consumer Contracts Regulations, refunds are due within 14 days of cancellation. For damaged goods, a short-term right to reject and full refund applies within 30 days under the Consumer Rights Act 2015.
Very Buy Now Pay Later — does it affect refund rights?
No. BNPL is a payment method; statutory rights under CRA 2015 are unchanged. Note that Section 75 may not apply to BNPL — chargeback rules differ.
What if Very deducts the cost of a missing parcel from my account?
Push back. Section 29 CRA 2015 says Very is liable for delivery into your possession. Request a full refund of the deduction.
Can Very pause my account during a refund dispute?
Possibly per their terms, but it shouldn't block resolution. Escalate via the Financial Ombudsman if Very obstructs your statutory claim.