CUSTOMER SERVICE 0207 092 6676
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Monday to Friday from 8am - 4pm

 
 
 
 
 
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Questions/Answers

Do you have a question? The answer may already be on our website...


Below are answers to most frequently asked questions by our clients, as well as a large number of detailed information on how Vegaoo works and the large selection of products that we offer...


 

I. Your account

How to create an account?
How do I change my information on my account?


II. Order

How to choose the size of an item?
How to place an order?
What do I do if the item I want is out of stock?
How to cancel or change an order?


III. Payment

Is payment secured?
What are the different methods of payment?


IV. Delivery

What are the delivery times and costs?
How can I track my package?
What is the delivery procedure?
What do I do if I don’t receive my package?


V. Product returns

What is the return procedure?
How do I get refunded for a product?
May I exchange an item?


VI. Contact us

How can I contact you?



I. Your account

How to create an account?


There are 2 ways to create your account. Without this account, you will not be able to register an order on our Vegaoo.co.uk website. With this account, you will be able to track your order, contact our Customer Service, print your bills and place other orders.

All information provided can be modified or removed.

You can either click on "My account" in the top right corner on our home page. You will then simply need to enter your e-mail address on the side under "you don’t have an account?" and sign up, entering the requested information.

If you wish, you can also create your account while placing you first order. You will then simply need to validate your basket and then enter your e-mail address on the side under "new customer?" and sign up.

 

How do I change my information on my account?

To change your information in your account, you simply need to log in and click on the subject you would like to change. The list of subjects is on the left-hand side. You will then be redirected to the requested section and you will simply need to make the necessary changes and click on "validate".



II. Order
 

 

How to choose the size of an item?

There is a size guide on our Vegaoo website on each product page describing the costumes and it can be accessed by simply clicking on "Size guide". You can find this link underneath the "Choose your size" bar.

 

How to place an order?

All orders must be registered on our website.

To place an order, you need to have an account. This account can be created before or when placing the order.

It is very easy to place an order on the Vegaoo website. Select the items that you wish to order by glancing through our site and simply add the desired products to your basket. You can then proceed to the checkout. Make sure to add any promotional codes that you may have to your basket before confirming the delivery method desired. Read and accept the General Terms and Conditions of Sale and you can proceed to the Payment page, where you can opt for a payment by Credit Card or Paypal. You will then be forwarded to a secured page where you can validate the payment.


What do I do if the item I want is out of stock?

If Vegaoo indicates that a product is in stock, it is more than 99% reliable and it is updated almost immediately.

We restock our products regularly. However, we do not have exact information on when the products out of stock will be restocked again.

If an item you wish to purchase is out of stock, you can enter your email address at "contact me once this product is in stock again" on the product page.


How to cancel or change an order?

An order cannot be changed once the payment has been confirmed. We cannot change, add or delete an item once your order has been confirmed.
We have a very quick turn around between orders being placed online and the picking, packing and shipping process, which ensures that 95% of orders are received on time without incident. Because of this, cancelation is only possible within 30 minutes after the order has been placed and can only be cancelled during our opening hours (8am - 4 pm UTC on Monday to Friday).We can neither modify nor change a delivery address. If you wish to modify an order, we will have to cancel it, refund you and you will have to place another order on our website. For any cancelations, you will need to contact us on 020 70 926 676 or by email via customer-service@vegaoo.com.



III. Payment


Is the payment secured?


Shop with 100% confidence on Vegaoo.co.uk with optimal security guaranteed. Vegaoo.co.uk is dedicated to ensuring an online secured payment by debit/credit card. The payment is 100% secured through our CIC bank partner’s online payment system. Your bank details available on the network are in encrypted form, i.e., they are coded in such a way that they are illegible. In addition, they are only processed by CIC bank. Vegaoo.co.uk does not have access to these details at any moment. When you enter your card details to make a purchase on Vegaoo.co.uk, you are providing CIC bank with this information and not Vegaoo.co.uk

 
What are the different Payment methods?


Vegaoo.co.uk offers you 2 methods of payment. By bank cards (Visa, MasterCard and Maestro) and via PayPal.



IV. Delivery


What are the different delivery times and costs?

 

Orders have to be placed before 2pm UTC in order for them to be shipped on the same working day. Please note that there will be no expedition made to the Channel Island, Isle Wight exept with DPD) and BFPO (British Forces Overseas).
There are currently 2 methods of delivery:

 

DPD in 48h / 72h from £9.99. Your will receive your parcel 2 or 3 working days after it has left our warehouse. 

DHL Express from £16.99. You will receive your parcel 24 hours after it has left our warehouse. The delivery is generally scheduled between 8am and 7pm.

 
How can I track my parcel?

We will send you an e-mail once your parcel has been sent with a link with which you will be able to track the delivery status of your parcel.


What is the delivery procedure?

DPD in 48h / 72h: 95% of the time, DPD parcels are delivered within 2 to 3 working days. Deliveries can take place until 6pm. If you are not at home when your parcel is delivered, you will receive a note in the mailbox informing you about a new delivery attempt. In some cases, your parcel will be redirected to a DPD pickup point. Please be aware that DPD does not deliver at your neighbours, warden or 
DHL Express: The parcels sent with DHL Express require a signature. This means that if you are not at the delivery address when the parcel is being delivered, a second delivery attempt will be made the next day. You can also contact DHL Express to either arrange a pick up, or schedule a new delivery day.


Can my package be delivered elsewhere other than my house?

On your Vegaoo.co.uk account you will be able to select a delivery address. This is ideal for sending a present or to deliver a package to your workplace, your holiday house, etc. However, once the order has been confirmed, it can no longer be modified.

 
What do I do if I don’t receive my package?

You can rely on the specified delivery times up to a minimum of 95%. However, problems that occur due to an incorrect address or the postal services, among others, can arise occasionally. If this occurs, please contact us between 8am and 4pm UTC) on 020 70 926 676, we will then contact the postal services.



V. Product returns



What is the return procedure?
 

If the products received are unsuitable, you can request a return in your customer account under "Make a return". The returned product(s) must be in good condition. A costume may be tried on, but must be repacked, if possible in its original packaging.

Our return address:

Client Base 
C/O Shoprunback/Jadeo
Woodview Road
PAIGNTON
TQ4 7SR

 

For hygiene or health protection reasons, some products cannot be returned and cannot be refunded or exchanged. The products concerned are dentures, candy, makeup (eye, face and body, pencil, lipstick, make-up tube) and contact lenses. For security reasons, we do not take back fireworks and aerosol sprays. Vegaoo.co.uk allows its customers to return an item within 30 days from the date of receipt of the order, in accordance with the conditions stipulated in the following paragraph

 

How do I get refunded for a product?

Where an order was placed by credit/debit card, you will automatically be reimbursed. A confirmation e-mail will be sent to you. A reimbursement for an order via PayPal will take place via your PayPal account.


May I exchange an item?

Exchanges are not possible. If you would like another item, you will need to return the item you purchased and request a refund, and you can then place a new order on our website www.vegaoo.co.uk. Both delivery costs will be at your charge.


 

VI. Contact us


How can I contact you?

 

You can contact us from Monday to Friday between 9am to 4pm UTC. You can do so either by e-mail, phone or by the contact form.


 

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