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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.

QUESTIONS:


I. Your account
How to create an account?
What is the purpose of my account?
How do I login/connect to my account?
How do I change my information on my account?

II. Order
How to find an item?
How to choose the size of an item?
How to place an order?
How do I validate my basket?
How do I validate my registration/connection?
How do I validate my bill/delivery?
Where can I access my promotional/discount code?
What do I do if the item I want is out of stock?
How long does it take for my order to be dispatched?
How to cancel or change an order?

III. Payment
Is payment secured?
What are the different methods of payment?
How do I use my voucher or my discount code?

IV. Delivery
What are the different delivery times options?
What are the different delivery costs offered?
When will my package dispatched?
How can I track my package?
How is a package delivered?
What happens if I’m not at home when the package is delivered?
Can my package be delivered elsewhere other than my house?
What do I do if I don’t receive my package?

V. Product returns
How do I make a return?
How much time do I have to return an item?
#howcanigetarefundforaproductHow can I get a refund for a product?
May I exchange an item?

VI. Contact us
How can I contact you?


ANSWERS:


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.com website.

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. You will then need to fill in and validate all the information requested.

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.  You will then need to fill in and validate all the information requested.


• What is the purpose of my account?
Without an account, you will not be able to register an order on our Vegaoo.com 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 deleted or changed.


• How do I login/connect to my account?
To log in to your account, you will simply need to click on "my account" in the top right corner of our home page. You will then be redirected to a page where you will need to enter your email address and password under "existing customer" and click on "log in" to access you account.


• 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 find an item?

All the items on our Vegaoo website have been categorised in order to make your search easier. The main categories are: Costumes for Adults, Costumes for Children, Costumes for Couples, Accessories, Wigs, Hats, Masks, Make-up and Party Decorations. You can then refine your search by selecting an icon on the left from future parties, theme parties and subthemes…  

You can also type "key words" (pirate, hippy…) in the search bar on our website.

 
• 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 between the "Choose your size" bar and the "Choose your accessories" 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. You can find all the necessary information to create your account under Chapter I Your account.

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 then selecting from the icons: themes, parties…or by using the search bar.

Once your order has been placed, you need to put your cursor on the item that you wish to purchase and click on "add to basket". If you wish, you can "continue shopping" and add more items or "consult your basket", if you have chosen all your items. Once all your items are in the basket, you will need to validate the steps (basket, registration/connection, and billing/delivery).


• How do I validate my basket?
To validate your basket, you will need to check its contents, select the country and method of payment and delivery, read and accept the General Terms and Conditions of Sale and then validate by clicking on "validate my basket". During this first step, you can enter a promotional code.


• How do I validate my registration/connection?
To validate this step, you will need to either register if you are a new customer, or log in with your email address and password if you are already a customer. Once you have filled in the necessary information, you need to validate.

 
• How do I validate my bill/delivery?

To validate this step, you need to check that your billing address is correct, confirm or change your delivery address, check the contents of your order one more time, select a method of payment, and then confirm your order by clicking on "validate order".

 
• Where can I enter my promotional/discount code?

If you have a promotional/discount code and your discount is valid for your order, you can enter the code in your basket in step 1 of your shopping cart.


• 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 register at "contact me once this product is in stock again" while regularly checking if the item you want has appeared on our website again.

An item which is out of stock may no longer be visible on our website, if it is still visible, you will not be able to add it to your basket.

 
• How long does it take for my order to be dispatched?

Any order placed before 3pm (before 2 p.m. for the UK and Ireland)(from Monday to Friday included) is dealt with on the same day, i.e., it will be dispatched on the same day. Orders placed after 3 pm (or 2 p.m. UK time) are dealt with as priority the following working day.

You will be informed by e-mail on the evening the order is dispatched and you will be able to track your order delivery status by the Track & trace number which is in this email. You can also see the status by logging in and clink on "Follow my order" under "My account" in the top right corner of the website. 



 • 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 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.

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. Due to this cancelation is only possible within 30 minutes after the order has been placed.

For any cancelations, you will need to contact us on +44 2070 926 676, these modifications are therefore only possible between 9 a.m. and 5 p.m. (8 a.m to 4p.m. Uk time), from Monday to Friday.

 


III. Payment

• Is payment secured?

Shop with 100% confidence on Vegaoo.com with optimal security guaranteed!

Vegaoo.com is dedicated to ensuring secured payment by debit/credit card online. 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 and Vegaoo.com does not have access to them at any moment. In fact, when you enter your card details to make a purchase on Vegaoo.com, you are providing CIC bank with this information and not Vegaoo.com


 
• What are the different methods of payment?

Vegaoo.com offers you 2 methods of payment:

- By Bank cards: Visa, MasterCard, Maestro, Solo*, Switch

- By PayPal.

*Although we do not accept direct payment with Solo cards, you can use your Solo card to open and top up your PayPal account.



• How do I use my voucher or my discount code?
Your promotional and voucher code must be entered in the first step of the shopping cart.


IV. Delivery

• What are the different delivery times options?

There are currently 3 methods of delivery, depending per country. Delivery cost and times change according to the country of delivery. A delivery bar is available on the top right-hand side of our webpage, by clicking on "delivery help".

UPS Express Saver 24h from 19.99 EUR or 16.99 GBP You will receive your parcel 24 hours after leaving our warehouse. For example: If you place your order on Monday before 2 p.m  you can have your costume at home on Tuesday between 9 am and 7 pm. If you order is placed on Monday after 2 p.m  it will leave our warehouse on Tuesday and thus you will receive it on Wednesday between 9 a.m. and 7 p.m (most of the time between 9AM and 1PM).

ParcelForce in 4-7 working days from 12 EUR or 9.99 GBP Your will receive your parcel 4-7 days after leaving our warehouse. For example: If you place your order on Monday before 2 p.m you can receive your parcel on Friday or Tuesday the latest, between 9 am and 6 pm. If, for example, the order is placed on Monday after 2 p.m. your parcel will leave our warehouse on Tuesday and thus arrive to your delivery address on Saturday or Wednesday the latest, between 9 am and 6 pm.

Parcelforce delivers from Monday to Saturday.

DPD in 48h / 72h (only for the UK deliveries) from £9.99. Your will receive your parcel 2 or 3 days after leaving our warehouse. For example: If you place your order on Monday before 2 p.m  you can receive your parcel on Wednesday or Thursday the latest. If, for example, the order is placed on Monday after 2 p.m your parcel will leave our warehouse on Tuesday and will arrive to your delivery address on Thursday or Friday the latest.

* Delivery times are indicated by the shipping companies, working days from Monday to Friday (excludes Saturdays, Sundays and public holidays).

No expedition to the Channel Island, Isle Wight (exept with DPD) and BFPO (British Forces Overseas)

 
• What are the different delivery costs offered?

Delivery costs vary depending on:

• The country of delivery

• The method of delivery selected

UPS Express Saver 24h costs (from) 19.99 EUR or 16.99 GBP. Parcelforce in 4-7 working days from 12 EUR or 9.99 GBP. DPD  in 2-3 days delivery from 9.99 GBP (only for the Uk deliveries).

We deliver to all European countries. You can get information on delivery costs by contacting our Customer Service on +44 2070 926 676

When placing the order in your basket, you will be informed of the delivery costs depending on the country of delivery and the method of delivery selected.

 
• When will my package dispatched?

Any order placed before 3pm (before 2 p.m. for the UK and Ireland)(from Monday to Friday included) is dealt with on the same day, i.e., it will be dispatched on the same day. Orders placed after 3 pm (or 2 p.m. UK time) are dealt with as priority the following working day.

You will be informed by e-mail on the evening the order is dispatched and you will be able to track your order delivery status by the Track & trace number which is in this email. You can also see the status by logging in and clink on "Follow my order" under "My account" in the top right corner of the website. 

 
• How can I track my package?

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


• How is a package delivered?
95% of the time, Coliposte packages are delivered within 4 to 5 working days. Deliveries can take place until 6 p.m. The postman is not obliged to deliver the package to you personally as a signature is not required. Your package can therefore be placed in the post box, delivered to a neighbour, warden, etc.


• What happens if I’m not at home when the package is delivered?
If you are not at home when the package is delivered, you will find a delivery note in your post box. This note will specify the date and time of delivery, as well as the post office where you can collect your package. You will be able to collect your package from the specified post office by providing the delivery note and a probe of identity.

If you are not at home, a Coliposte parcel can be delivered to a warden or a neighbour. In the event that you do not receive a delivery notice, you can contact us from 9 a.m. to 5 p.m. (8 a.m. to 4 p.m., UK time) on +44 2070 926 676, we will then contact the postal services.

With DPD or UPS, If you won't be at home when the postman will come, he will try to contact you on the phone number you gave when you placed your order. then you can either arrange a delivery or ask to the postman to leave the parcel to a neighbour, a warden...

• Can my package be delivered elsewhere other than my house?

On your Vegaoo.com 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. A Coliposte parcel can be delivered between 9 a.m. and 6 p.m., DPD between 9AM and 6PM, an UPS parcel can be delivered between 9 a.m. and 7 p.m. The delivery address can be modified on step 3 of the order. 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 either consult the www.ups.com, www.colissimo.fr or www.chronopost.com websites, or contact us between 9 a.m. and 5 p.m. (8 a.m. to 4 p.m., UK time) on +44 2070 926 676, we will then contact the postal services.


V. Product returns


• How do I make a return?

If the products received are unsuitable, if you wish to exchange a product, if you would like information on the delivery of your package…you can contact us by email customer-service@vegaoo.com or by phone : 02 07 092 6676. Click here to go to our contact page.

The returned product(s) must be in good condition. A costume may be tried on, but must be repacked. Any exchanges or returns must be made through a Customer Service conversation under the "my account" section on the www.vegaoo.com website; or the customer should contact the customer service by email or by phone. Any product returns must be sent to: BCI-Vegaoo.com – Customer Service 15 Rue de Santoyon 38070 Saint Quentin Fallavier (France)

 

• How much time do I have to return an item?

Vegaoo.com 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 can I get a refund for a product?
If your item(s) are unsuitable, you can return it/them to us and request a refund. In order to do so, you need to contact our Customer Service.

To be refunded, the products must be returned in good condition. A costume may be tried on, but must be repacked perfectly.

All product returns must be sent to: BCI – Vegaoo.com – Customer Service 15 Rue de Santoyon 38070 Saint Quentin Fallavier (France). Returns costs are at the expense of the customer, except where a mistake was made when the product was dispatched. 

Once the package has been received, the refund will be made within a maximum of 30 days after the returned products have been added back to the stock (if your items are in accordance with the returns policy).

 
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.

Where an order was placed by credit/debit card, the customer will be automatically reimbursed. A confirmation e-mail will be sent to you.



• 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.com. 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 9 a.m. to 5 p.m. (8 a.m. and 4 p.m. Uk time) You can do so either by e-mail, phone or by the contact form.


 


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