Frequently Asked Questions
The following Frequently Asked Questions should help answer any queries you have regarding House Of Vogue UK:
Top frequently asked questions:
Standard Home Delivery and Standard Click & Collect orders should arrive within 3-5 working days, and deliveries are made between Monday and Friday.
Please see our Return page for the latest information and details of how to return items.
Please be aware it’s taking us longer than usual to process returns at this time – please bear with us.
Royal mail generate a tracking number before they actually receive your parcel, so sometimes that tracking number doesn’t become active until the parcel has been received and scanned into the system. Please do check back again in a few days with your tracking number.
If you’ve got a question or problem and haven’t found a solution on our help pages, please get in touch with our customer care team at firstname.lastname@example.org If you have a missing item, let us know what is missing and don’t forget your order number.
- If you’ve received a damaged or a faulty item, please send a picture of the issue along with your order number.
We are currently receiving high volumes of enquiries, but rest assured we see them all and are working on answering all of them. Please note though that multiple enquiries about the same order don’t speed up the process of replying, but we are doing all we can to get back to you.
When it’s time to pick and pack your order, there might be a small chance that a product has sold out already. If this is the case we will refund you for those items. Please check for email updates on your order for more information
It’s currently taking us around 14 days from receipt of your package or an email request to process refunds and we are working hard to speed this up. For more information on refunds, please click here. (link)
The following Frequently Asked Questions are regarding your account with House Of Vogue UK:
To start making a Houseofvogueuk.co.uk account, you can easily follow the registration options found on ‘Create an Account‘.
Once you have selected the link above, you will then be redirected to a landing page where you will need to fill in your personal details accordingly. Here is where you will need to provide an email address that you have regular access to, and a memorable password that you will need to use when accessing your Houseofvogueuk.co.uk account for future use.
Once you have filled in your information correctly, you will receive a confirmation email; to the email address that you provided in your registration setup, to confirm that you have successfully registered an account with Houseofvogueuk.co.uk.
Firstly, you will need to sign in to your account in order to start changing and amending your personal details.
Once you have signed into your Houseofvogueuk.co.uk account, you will need to select ‘My Account’ and then click ‘Account Overview’ which will redirect you to a further landing page. Once you have done so, you will then be able to change and amend your Contact Information, Shipping Addresses and Payment Details.
Please make sure to always save the changes you have made to your account before exiting, otherwise any changes without doing so will be lost.
You do not need to create an account with us in order to place an order. However, we strongly advise you to create an account before doing so in order to make the most out of our account benefits. Registering for an account means that you can track and view your order history, manage your delivery and billing addresses, earn discounts against future orders and favourite products for easy re-ordering on all future purchases.
If you do not wish to make an account, you can simply follow through with your order as a ‘Guest’ user.
ORDERING AND RETURNS:
The following Frequently Asked Questions are regarding Houseofvogueuk.co.uk ordering and returns processes:
Once your order has been placed, you will receive a confirmation invoice sent directly to your email address. Then, once your order has been despatched, you will receive a further email from our courier with a shipping confirmation and tracking number so that you can keep up to date with the progress of your order.
On the day of delivery, our courier will send you a notification with your order delivery and a one-hour delivery slot. Using our couriers website or app, you can then choose to have your parcel delivered to a safe place / neighbour, change the delivery time or send the parcel to your nearest collection point for you to collect at your convenience.
Please note that in instances where you have separately arranged with our courier to leave your parcel in a “safe place”, then houseofvogueuk.co.uk cannot accept any liability for any subsequent loss of your parcel.
If you have a houseofvogueuk.co.uk account, then it is possible to quickly repeat a previous order. Firstly, you must log in to your account and select ‘My Favourites’, this will then list all items that you have recently ordered with us. Then by clicking the ‘Add Favourites to Basket’ button, those favourites that are currently in stock will be ready for you to purchase once more. If you would like to amend the quantities of an item(s), you can select the arrow buttons next to the product to increase or decrease its quantity, or add any additional items to your basket by continuing to shop.
Please note that if a previously ordered item is not available it will show as ‘out of stock’.
Once you have placed an order with us our team works hard to make sure we are promptly starting to pack and process your order, therefore once your order is dispatched we are unable to amend the order.
However, if your order hasn’t been dispatched yet, you may be able to cancel your order and place a new one instead.
To cancel or amend your order, send us a message ASAP with your order number and we’ll try to process the request for you.
If we’re unable to cancel the order, you can return the item once received. For more information on our Returns Policy, please click here.
We are sorry to hear that you have received goods from us that have been damaged or are faulty. We constantly try to review our packing procedures and quality of products to reduce occurrences like this from happening.
If you have received a damaged or faulty item(s), then please get in contact with us at email@example.com. In respect of damaged items, please get in touch as soon as possible after receipt of delivery, preferably via email – with a clear photograph of the damaged item(s), no larger than 1MB. Here we will then review and arrange for a refund/replacement to be issued if necessary.
We are sorry to hear that you have received goods from us that were not part of your order. We constantly try to review our packing procedures to reduce occurrences like this from happening.
If you have received an item(s) that was not part of your order, then please get in contact with us at firstname.lastname@example.org. In respect of incorrect items, please get in touch as soon as possible after receipt of delivery, preferably via email – with a clear photograph of the incorrect item(s), no larger than 1MB. Here we will review the image(s) and our customer care team will get back to you with a solution.
We do make every effort through our product descriptions and images to correctly represent items on sale at houseofvogueuk.co.uk. However, if you are not happy with a product(s) that you have purchased from us, simply contact at email@example.com within 14 days of your delivery date to arrange a returns authorisation. Here they will direct you further on how to complete your return. Items returned without authorisation will result in delayed processing.
To be eligible for a refund, products need to be either faulty (see heading below), or complete within their original packaging, in a re-sellable condition and in the case of consumable products with any seal still intact or packaging unopened. Once the returned product(s) have been received by houseofvogueuk.co.uk, a refund will be issued to your original payment method of the full cost of the product(s) less any discount that may have been applied at the time of purchase.
Please note that it is your responsibility to cover the return cost of postage. houseofvogueuk.co.uk will not be responsible for the loss of returned goods. To avoid loss, we advise you to retain your proof of shipping when sending your products back to us.
You have the right to cancel your complete order within 14 days for a full refund (inc. shipping cost), of which will be issued back to the payment method used on your original order. However, it is your responsibility to cover the return cost of postage and to return the goods in their original packaging and in a re-sellable condition. Houseofvogueuk.co.uk will not be responsible for the loss of returned goods, so we advise you to retain your proof of shipping when sending your products back to us.
This right does not extend to cancellation of part orders or orders not returned in their original packing and re-sellable condition.
If you wish to cancel your order, please contact us via firstname.lastname@example.org with your order details so we can direct you further.
Houseofvogueuk.co.uk reserve the right not to accept orders from individuals who repeatedly cancel full orders.
If you are cancelling your full order, then we are happy to refund you the full order cost including the original delivery courier fee. However, if you are returning an individual item(s) then you will only be refunded for the price of that product(s) less any discount that may have been applied at the time of purchase.
Please note that the 14 day period begins from the date you post goods back to us.
The product will be exactly as described, however as manufacturers can vary their product packing from time to time, the packaging of the product may be slightly different depending on potential promotional offers etc.
The following Frequently Asked Questions are regarding Houseofvogueuk.co.uk’s delivery process:
Free Standard Home Delivery (Orders Over £20)
By spending over £20 online, you will qualify for Free Standard Home Delivery. We reserve the right to vary the terms of this promotion at any time, or to withdraw this promotion altogether.
Standard Home Delivery (£3.95)
Standard Home Delivery orders should arrive within 3-5 working days, and deliveries are made between Monday and Friday.
If the products that you have ordered from us is delayed by an event outside our control, then we will contact you as soon as possible to let you know that we are taking steps in order to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
Yes. You can request that your items are delivered to your home, your workplace or another more convenient address if you so wish. Although to ensure acceptance of your payment you must make sure that the billing address that you provide matches the information on your debit/credit card account.
Whilst we do our very upmost to ensure all items are completely fulfilled within your order, on the occasion where items are missing then customer services will need to be notified at email@example.com within 7 days of delivery.
Please note that you will need to provide your order confirmation as reference for our customer care team.
Please be aware that we do not issue replacements for missing item(s). Once your query has been reviewed by our customer care team, a refund will be issued for the missing product(s) to your original method of payment.
The following Frequently Asked Questions are regarding other Houseofvogueuk.co.uk queries:
We accept a number of different payment methods including: Visa, MasterCard, Maestro Card, PayPal.