FAQ'S

CONTACT US

I have a question, who do I contact?

This could be a question about an order you have placed or a general question for the team. We are here to help and there are no silly questions, get in touch!

Please pop your full name, order number (if you've already placed your order) and query into an email and send it to enquiries@verityanne.co.uk - a member of our VA team will get back to you as soon as possible!

I'd like to make a complaint, who do I email?

Here at VerityAnne we aim to give you the best shopping experience we possibly can. However, we know that there are times when things don’t run so smoothly. To make a complaint please email: enquiries@verityanne.co.uk

I'm a blogger and would love to collaborate with you!

We cannot wait to hear from you! Simply send your name and a link to your blog/social media handles to enquiries@verityanneclothing.co.uk

 

Please note, we will only be in touch if there is an opportunity to collaborate with you!

RETURNS

What is your return policy?

VerityAnne is a UK based handmade to order brand. We offer both standard size garments and custom measurement garments.

Our returns policy can differ depending on whether you have chosen standard sizing or custom sizing when placing your order:

Standard sizing: If you have chosen standard sizing for your garments then you are able to send your garments back to us for an exchange. If you have requested any specific measurements in the additional info box at all this will be classed as a custom sizing order and cannot be exchanged. Please note returns are not accepted.

Custom sizing: As each custom sized garment is created and tailored specifically to the customer’s individual measurements and requests, we are unable to accept exchanges or returns.

We hope you love your garments as much as we love making them so if when you receive your items, they do not fit quite right we have an alterations service in place. Generally, this service is free apart from postage (taking up a hem, shortening a sleeve/trouser leg) however if any extra material is required to alter your garment additional payment will be requested. Please look at our alterations FAQ's for a full break down of the service.

If there is a problem with an order that is due to the manufacture/production of goods, then an alteration/replacement of the faulty item will be offered to resolve the quality issue. Please see our faulty items FAQ below.

As detailed in our faulty items FAQ and hygiene labels policy we are unable to accept any faulty bodysuits or briefs back to us if the hygiene label has been removed. Please ensure you DO NOT remove this label until you are sure your garments are perfect for you! (We know when a hygiene label has been removed and reapplied so please do not try to reapply once removed).

Because every product is made to order (not bulk made), if the order is already in production Verity Anne has the right to exclusively offer an alteration/replacement when seeking to rectify any problems.

A refund can only be offered when an order is cancelled within 24 hours of being placed on our website. If a cancellation is requested after 24 hours your order may have already gone into production due to the short turnaround times we try to work to.

If you need to cancel an order you should contact customer services on enquiries@verityanne.co.uk at your earliest convenience.

Alterations

We are sorry to hear your VA garments do not fit you perfectly, we would love to fix this for you!

In most cases our alterations service is free (we just request you cover the cost of postage to send the garments back to you). For example, if you would like a trouser leg taking up, a sleeve shortening or the side seams taking in this can all be done at no extra cost.

Please ensure your measurements are correct before placing your order as we are unable to make free adjustments due to the original measurements being taken wrong. We are unable to make any garments a size bigger once in production. If you are unsure when measuring yourself please see our size guide for help on how to do this. If you are still unsure please feel free to email us any questions.

We will always try to accommodate as best we can to ensure you are happy with the finished garment, however, please note we are unable to make any items longer without affecting the overall end result. In some cases we have been able to add a cuff to the bottom of trousers to make longer. If you do require any extra fabric adding e.g cuffs this will come at an individual cost depending on your request. This can all be discussed easily through email! Feel free to drop us an email asap!

If you are wanting alterations to your order, you will need to fill out this form online and return inside your order with your invoice, if we do not receive this, we will not be able to process your alteration needs:

FAO: VerityAnne Clothing
The Granary
Church House Farm
Pencombe
Herefordshire

HR7 4SL

Proof of postage must be obtained at the time of return in case of package loss. Failure to do so may result in your refund/exchange not being processed.

Alteration form here!

*Please note if your item arrives back to us after the 14 day period, it will be re sent back to your shipping address and refused for alterations*

Will you refund my delivery costs

Delivery costs will only be refunded if your garments are faulty or if you wish to cancel your order within 24 hours of your order being placed.

If you have any more questions regarding this please email enquiries@verityanne.co.uk

I'm not sure which fabric is right for me.

If you cannot decide which fabric is perfect for you we offer a fabric sample service, this allows you to order small fabric swatches of any fabrics we have in stock to your door. This will then allow you to make an informed purchase!

I received a faulty item, what do i do?

We are sorry to hear your VA garments are faulty, we try to ensure each and every garment we produce is created to the highest standard.

Please note if your garment has any of the following points these DO NOT qualify as a faulty garment:

Loose threads - We try to ensure any threads are trimmed before garments are sent out however if you have any loose threads please know these can easily be trimmed at home by the wearer.

Fabric composition- We spend an extensive amount of time selecting and searching for the best quality and softest fabrics we can. Garments not being see through is a very important thing for us and we ensure when designing all of our collections that this is not the case. If using a slightly thinner fabric (like the bamboo) we always double line all garments. If measurements have been given wrong and your garments are too small this may cause the fabric to stretch and become too sheer. Please make sure before purchasing that you have given us your correct measurements.

Please note we also have a fabric sample service in place, this allows you to purchase small swatches of any fabrics we have available so you are able to see the composition/thickness of the fabric prior to ordering your garments.

Colour representation- We know colours of fabrics can differ due to different screen resolutions and lighting, however we aim to ensure fabrics resemble their real life colours on the website as best as we possibly can.

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If you have received a faulty garment then please send an email to enquiries@verityanne.co.uk  as soon as possible.

*As detailed in our hygiene label policy below, if you have purchased a bodysuit or brief please ensure that the hygiene label has not been removed. If the hygiene label has been removed we will be unable to accept your faulty return.

Please include as much information as possible in your email detailing the fault in your garment(s), your order number and any additional information. (please note we may require you to send photos of your faulty garments).

Once you have spoken to a member of the VA team via email and we have confirmed a non faulty replacement can be issued we will then ask you to complete the form below:

Faulty Returns Form

 

Hygiene label policy

We have added a hygiene label to all of our bodysuits and briefs, please ensure this is NOT removed until you are sure your garment is perfect for you.

Please note you will not be able to return any bodysuits or briefs if this sticker has been removed even if your item is faulty.

SHOPPING WITH VA

How do I place an order with VerityAnne?

We have tried to ensure shopping with VA is as simple as we can possibly make it.

Once you have chosen the item(s) you would like to purchase, simply input your specific measurements into the dropdown menus (waist measurements, inside leg length.....) and press 'add to cart'.

Once you have selected all the garments you would like to purchase then these will be in your shopping cart, simply press check out and carefully type in your payment information to complete your order.

I need to change something on my order or add an item. How can I do that?

Due to the short time around times we try to work to (this is dependant on current demand), if you wish to alter anything on your order please email us as soon as possible. Depending on your order's status we may be able to alter items on your order:

  • If we have cut your items out we will not be able to alter the sizes/measurements/fabrics of your garments.
  • If your order has not been cut out yet, in most cases we will be able to alter your order to your requests.
  • If you would like to add items to your order once it has been placed, as long as we have not yet shipped your order we can add items for you.

If you wish to alter anything on your order or add to it, please drop us an email to enquiries@verityanne.co.uk

Can i cancel my order?

A refund can only be offered when an order is cancelled within 24 hours of being placed on our website. If a cancellation is requested after 24 hours your order may have already gone into production due to the short turnaround times we try to work to.

If you need to cancel an order please contact customer services on enquiries@verityanne.co.uk as soon as possible.

I can't see what I'm looking for on the website?

Have a design in your head and cant see it on the website... custom VA is the place for you! We offer a specialist custom service on the website, please click here to see our custom VA design service.

We are very happy to be able to offer this service to all of our VA customers. This is a bespoke service that allows you to combine ideas, create new ideas, and request discontinued styles.

We require you to send us an initial email before completing the custom VA page with your ideas and thoughts, we will then advise if your requests are possible and how much your design will cost.

You will then need to input this information plus your individual measurements/measurements of who you are buying for into the custom VA design page and add this to your cart.

Then sit back and soon your custom VA design will be knocking at your door!

 

I’m unsure on what measurements you need? What do I do?

If you are unsure of your personal measurements please click here to see our size guide. This will show you where on your body you need to measure.

We know not everyone has a tape measure at home to allow them to measure themselves. We now sell standard tape measures on the website, please click here to buy. This will allow you to measure your body/whoever you are buying for easily from the comfort of your own home and purchase beautiful garments tailored specifically to your individual measurements.

For tops we will require your bra size (back size), cup size and waist measurement.

For dresses we will require your bra size (back size), cup size, waist measurement, bum measurement and skirt length.

For your skirt length please measure from your waist down to where you would like your skirt to end.

For skirts we will require your waist measurement, bum measurement and skirt length.

For trousers we will require your waist measurement, bum measurement and inside leg (either crotch to ankle or crotch to floor depending on the style of trousers).

Why haven't I received a confirmation email even though the payment has been taken?

Please double check your junk and spam folders in your email account.

If you still cant find it please email us at enquiries@verityanne.co.uk so we can double check the order went through our end for you.

Please note if you do not provide us with a email address when you check out you will not receive a confirmation email.

Accordion 1

DISCOUNT CODES

Can I use multiple discount codes on my order?

Unfortunately not. You can only use ONE code at the checkout per order, therefore if you have a credit note, this will be classed as the only code you can use.

How do I apply a discount code?

Add your item(s) to your basket.

Go ahead to checkout, it will take you to the next page where you can pop the discount code in the box and press ‘’APPLY’’ then simply checkout as normal.

SHIPPING INFORMATION

Do I need to sign for my parcel?

Yes you will need to sign for your parcel.

We work solely with Royal Mail to send our UK Mainland, NI & ROI shipments.

UK Mainland (England, Wales, Scotland) - 1st class signed for (upon completion of order) Can take 2 working days but mostly it will be 1 working day.

NI & ROI - 3-working days (upon completion of order)

Do you ship worldwide?

We ship worldwide using Royal Mail International tracked delivery, the standard turn around time for international orders is 2-3 week from placing the order to receiving it.

Will I have to pay international tax & duties?

Please be aware all custom fees, taxes and any other additional costs associated with your purchase overseas are the responsibility of the customer.

By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.

Verity Anne cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.

If you refuse a shipment from VerityAnne you are responsible for the original shipping charges, any import fees that are incurred on the package, and the cost of returning the package to VerityAnne. This amount will be deducted from your merchandise refund. In the instance, the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.

VerityAnne is not responsible for the handling of an abandoned order.

If you have any other questions please email

enquiries@verityanne.co.uk

When will my order be shipped?

When a design is purchased from our VerityAnne website it is then created and tailored specifically to the customers measurements and any requests. We do not pre make or bulk sew designs and fabric is purchased to the demand of orders, therefore we are unable to provide next day delivery turn around. Every order takes 1-2 weeks to be made and sent.

Please note at busy times this can mean its 1-2 weeks to be made and an extra day or so for delivery to the UK ( When we are slightly busier, our website header detailing turn around times will be altered).

We really appreciate your patience and please be assured that you will receive your order by the date advised to you.

Can I get my order quicker?

We do offer a 3 day express turn around service which is £15.00

We cannot offer this service all year round as certain seasons are extremely busy.

When we do offer this service it will be an option for delivery at checkout.

SHOPPING WITH VA

Who made my VA designs?

The VerityAnne team is a small team of women located in the beautiful Herefordshire countryside, England. We design, cut, sew and package all of your orders in our studio to ensure a smooth shopping experience with VA.

With various background in fashion we all love what we do and what Team VA allows us to achieve. To find out more about us please click here to Meet the team

How do i care for my VA designs?

We want your VA garments to last as long as possible, that is why we spend a long time sampling and trialing to ensure our clothes will still be living in your wardrobe in years to come. For this reason we encourage you to care for your garments as much as possible, as this is the most sustainable approach to fashion.

We believe that it is worth spending time to care for your clothes so that you can continue to love wearing them. That is why we always recommend hand washing any of our designs.

We've put together this guide to care for your clothes so that they can last as long as possible. Please see our Care Guide.

What is double layered/double lined?

We pride ourselves on making sure we select the best quality and thickest fabrics we can to ensure everyone loves our materials when they receive products. We ensure if a slightly thinner fabric is needed for a certain design that we always double line as we are very cautious of garments being see through.

The term 'Double lined/layered' is used when a garment has been hand made using two layers of fabric per section. This allows for a seamless finish inside and out as all seams are internal and not seen by the customer creating a high-quality finish.

Our smooth soft bamboo garments will always be double lined, please note our smooth soft terry modal is slightly thicker material and does not always require a double lined finish.

The great thing about double lining garments such as our VA Basic range is these give very good support and do not cling to your body in an unflattering way like other thinner garments can!

Our motto is Basic and Braless, we want you to feel your most confident and comfortable in every moment when wearing VA!

This is what a ruched bum looks like on a skirt

This is a ruched bum on a jumpsuit.

What are the sleeve options


Still have any questions?

Reach out to us.

enquiries@verityanne.co.uk

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