FAQ
Answers to the questions we are asked most often. If yours is not here, email info@verayork.com and we will be happy to help.
Delivery
Where do you deliver?
We deliver across the United Kingdom, with free delivery on every order.
How long will my order take?
Orders are processed within 1 to 2 business days and then take 3 to 7 business days in transit, so most orders arrive within 4 to 9 business days. Orders placed after 11pm (UK time) begin processing the next business day.
How much is delivery?
Delivery is free on all orders, with no minimum spend.
How do I track my order?
You will receive a tracking link by email as soon as your order has been dispatched.
Orders and payment
What payment methods do you accept?
Visa, Mastercard, American Express, Maestro, UnionPay, Shop Pay, Apple Pay and Google Pay, all processed securely in GBP.
I have not received an order confirmation. What should I do?
Please check your spam or promotions folder first. If it is not there, email us at info@verayork.com with your name and we will resend it. Your confirmation email also serves as your receipt.
Can I change or cancel my order?
Orders can be cancelled within 15 minutes of being placed. After that your order has entered fulfilment, but your statutory 14-day right to cancel still applies once you have received it.
Returns and refunds
What is your return policy?
You have 30 days from receiving your order to request a return, as well as your statutory 14-day right to cancel under the Consumer Contracts Regulations 2013. Items must be unworn, with tags, and in their original packaging. Email info@verayork.com to start a return and we will send you instructions. Please do not send items back without contacting us first. The cost of return shipping is paid by the customer, unless the item arrived faulty, damaged or incorrect.
When will I receive my refund?
Once your return has been received and inspected, approved refunds are issued to your original payment method within 10 business days. Your bank may take a few extra days to show the amount.
Our clothing
What are your pieces made from?
Our range is built around cold weather fabrics: padded and quilted shells, brushed fleece and sherpa linings, chunky and fine gauge knits, corduroy, teddy pile and faux fur. Where a piece has the look of wool, leather or suede, it is a blended or faux fabric and we say so in the description. Nothing we sell is described as something it is not. The exact fabric is listed on every product page under Fabric.
How do I choose my size?
Clothing runs from S to 5XL depending on the style, and footwear from EU 35 to EU 47. The sizes available for a particular piece are shown on its product page, along with whether the cut is fitted, regular, relaxed or oversized. If you are between sizes, or planning to layer a jumper underneath a coat, we would take the larger of the two.
How should I care for my clothes?
Always follow the care label on the garment first. As a general rule, wash knitwear cool and dry it flat rather than hanging it, so the shape holds. Padded and quilted pieces are better washed on their own and dried fully before you put them away. Teddy, faux fur and sherpa should not be tumble dried, and a soft brush will lift the pile again after a wash. Boots and shoes last longer if you let them dry naturally, away from direct heat.
Contact
How do I get in touch?
Email info@verayork.com or call +44 7473 942137, Monday to Friday, 9am to 6pm (UK time). We aim to reply within 24 hours on working days. You can also use the form on our contact page.