FAQs

What is Getvov.com? 

Getvov.com is a new plant-based, sustainable marketplace based in  vibrant Hoxton London. We work with sellers from all over the world to help consumers make sustainable and healthy living choices, by providing one convenient place for you to buy all your products. 


How does Getvov.com work? 

In order to provide you with the best selection of plant-based, sustainable products, we have partnered sellers from across the globe. Getvov.com is a multi-category marketplace, which means we offer products from lots of different sellers in one convenient place. 


Are all your products plant-based? 

Yes, they are. All our products are free from animal byproducts and sustainably made.


What type of sellers do you work with?

We have partnered with sellers from across the globe. However we only work with sellers who produce plant-based sustainable products of good quality. That way you can be confident that anything you purchase on getvov.com will be free from animal byproducts. You will also know that with your purchase that you are making sustainable and healthy living choices.


Do I need to create an account? 

Yes, you need to create an account to shop on Getvov.com. Creating an account means you can place orders and complete returns. You will also be able to ask sellers any questions you have about a specific product. 


What if I can’t remember my password? 

Check you are using the correct email address and password that you registered your account with. If you're still having trouble logging in, please contact our Customer Service Team on help@getvov.com


How do I know my account details are safe?

We use a PCI Level I encrypted and market leading payment processing platform called Stripe. We combine this with an industry leading platform and the latest security software to ensure that all your information is stored securely.


I have a question, where can I get an answer?

For any questions you can reach out to our Customer Service Team on help@getvov.com.  If your question is about a specific product you can use the ask seller function on our website to ask the seller directly.


How do I pay for my order? 

You can pay for your order at the checkout using a Visa, Mastercard, Maestro, AmEx debit or credit card, Apple Pay, Paypal or Klarna.


Where do you deliver to? 

We currently only deliver to UK addresses.

 

What are the delivery options? 

Some items are dispatched directly from the Getvov warehouse, and others are delivered directly from the seller. All options and charges will be clearly displayed during checkout and delivery times will vary. 


Delivery 

Anywhere in the UK 

Fulfilled by Getvov (FBG)

Flat rate of £3.99 per order (regardless of how many items you order)

Fulfilled by Seller   (FBS)

Our sellers offer flat shipping rates of between £1.95 - 3.99 per seller order, and others offer free shipping (regardless of how many items you order).

 

Orders will be delivered within 3-5 working days

 


How long will my items take to get to me?

We ask the sellers we work with to send your items as quickly and as cost effectively as possible. Estimated delivery times are detailed on your order confirmation email and during checkout. Please remember that products ordered from international suppliers will take a little longer to get to you.

Due to the Covid-19 pandemic, there may be delays in delivering your order, however we will do our best to keep you updated of any changes as they arise. 


If you experience any issues with your delivery, please contact our Customer Service team on help@getvov.com, and we will do everything we can to resolve the issue. 


Where is my order?

If your order comes with a tracking number, the number will be provided on your order confirmation email. However please note that not all orders will be tracked. If it has passed the expected delivery date and you still have not received your order, please contact the customer service team on help@getvov.com.


What if I’m not in when my order is delivered?

If you are not available when an order is delivered the courier will leave instructions on a calling for how to re-arrange delivery. The courier may also leave your parcel with a neighbour or in a safe place, but this will be detailed on the calling card.


What happens if an item I’ve ordered is out of stock? 

We aim to keep our stock availability up to date, however, sometimes a product may be out of stock. 


We apologise for any inconvenience this may cause. If you have already paid for the out of stock item, you will automatically be refunded. 


The product I want is out of stock, can I find out when it is coming back into stock? 

Email our customer service team on help@getvov.com and we will see what we can do for you.


An item is missing from my order, what should I do?

If you believe an item is missing from your order, please contact the Customer Service team on help@getvov.com. Please remember that items from different sellers may be shipped separately.


My item has arrived but it’s faulty or damaged. What should I do? 

Please contact our Customer Service team on help@getvov.com so we can try to resolve any issues. 


Can I cancel my order? 

You can cancel an order if it hasn’t already been dispatched. If you want to cancel an order, please contact us as soon as possible on help@getvov.com and we will do our best to facilitate this for you. Any custom-made or made-to-order products cannot be cancelled.


Can I amend my order?

If you wish to amend your order, please contact our Customer Service team on help@getvov.com and we will see if it is possible. 


How do I return an item? 

If you’ve changed your mind for any reason, you can return your item. 

Let us know you want to return an item by completing the returns form via the link in your Getvov account. Once we have your return request, we will send you details of the return address. You have 14 days to let us know you want to return an item, and an additional 14 days to send it back. We recommend using a tracked postal service. 

 

We can’t cover postage costs for products that aren’t faulty or damaged. Please note that original shipping costs are not refundable unless the item is faulty. 

 

What can be returned? 

Any item (excluding custom-made/made to order items - unless faulty) can be returned and refunded.  


All returned items must be in their original condition – unused, unworn, unwashed, in the original packaging and with original labels and hygiene stickers attached. All beauty products must be unopened, with all seals in place. Any underwear or swimwear must have the hygiene stickers intact. Returns that do not meet these requirements will not be accepted.


Can I exchange an item? 

Getvov does not currently allow exchanges, instead we offer a return and refund. If you want to buy the same item again, you will need to place a new order. If you have received a product that is faulty, you are entitled to a replacement. 


Do you refund the delivery charges?

Unless the item is faulty or damaged we will not refund the delivery charge.

 

Where do I return my items to?

Due to some items being dispatched directly from the Getvov warehouse, and others being delivered directly from the seller the return address won’t always be the same. Once we have your completed return request (submitted via your Getvov account) we will send you the correct return address. 

 

Have you received my return?

You will be sent a confirmation of return via email once the relevant seller or Getvov warehouse has received your returned item(s). Once we send you this email we will process your refund within 14 days.

 

How long until my money is refunded?

Once we have been notified of your return by the seller, we will process your refund within 14 days.


I am having technical problems with the website. Where can I get help?

For any technical issues with the site or your account please contact our technical support team on techsupport@getvov.com.


Have any other questions? 

Please contact us on help@getvov.com if you have any additional questions. Our Customer Service Team is available Monday-Friday 9am-5pm and is happy to help. 

We will respond to your query within 48hours (excluding weekends and bank holidays).