FAQS

We’ve answered many of the common questions and queries below, but if you don’t find the information you’re looking for please send us a message at the Contact Us page.

What is an online marketplace?

An online marketplace is a convenient online shopping platform to discover lots of different products and brands all in one place.

You can browse through our categories or search items to find great things to buy.

Think of Veo like a department store, in that there are lots of different brand shops selling lots of different things, all under one roof.

Is everything on Veo ethical and sustainable?

Absolutely! Veo is the Earth friendly marketplace, a curated marketplace where all products you find are “good for the Earth and everything on it.” Find out more about how we approve our products and brands here


effortlessly-ethical-7997.png?1565850307


'Effortlessly Ethical'® is our platform promise.

Veo makes the kind, healthy, green choices simple and easy for everyone! All the hard work is done for you.

Our 3 Pillars = Kind, Healthy, Green

i) Kind:

promoting dignity and quality of life for all humans and animals.

ii) Healthy:

promoting health & happiness for mind, body, and soul. Plus a way of living free from toxins, harmful ingredients, and hazardous substances, for a clean, safe, vibrant, healthy lifestyle.

iii) Green:

promoting planet awareness, sustainability and biodiversity.

What does Veo sell?

Veo is a home for unique, independent, brands who create high-quality and sustainable products that are better for us and the world around us. We carefully curate our sophisticated collections of bold, beautiful, slow and sustainable contemporary lifestyle products across categories including:

  • Fashion & Apparel
  • Food & Drink
  • Health & Beauty
  • Home & Leisure

Discover 'the good stuff'.

What is our returns/exchange policy?

For information on how to return (or exchange) an item, please visit our Returns page by clicking here.

How does the £5 Refer a Friend scheme work?

Get paid for spreading the word about Veo, and discover 'the good stuff' at the earth friendly marketplace.

  1. When you create your free account on Veo you will be credited with £5 to spend on your first order.
  2. After creating your account, you will get a unique referral link that you can share with friends, family, colleagues (anyone).
  3. When someone joins through your referral link you both receive £5 as a thank you. #WinWin

Learn more about how to Refer a Friend here.

Why are prices higher than other brands or retailers I'm used to?

All prices on Veo are set by our Brands, but are priced fairly in line with higher costs of production and an equitable supply chain. The higher costs of production come from using higher quality & innovative materials, ingredients, and fabrics.

For example, in fashion choosing to use an animal hide leather which is the by-product of the meat industry (e.g. cow leather) is currently much cheaper than using an innovative bio material like Piñatex® - which even though Piñatex is made from pineapple leaves (a by-product of the pineapple fruit trade) and is a much more ethical choice, it is not yet produced at a scale that makes it a similar cost to animal leathers. Similarly, organic fabrics or ingredients, like cotton or organic food, is currently more expensive than non-organic, because non-organic food or fabrics can use pesticides to grow their plants, which makes them cheaper to produce even if it is lower quality and harmful to people and the planet.

Additionally, many brands and companies are known for not properly paying their staff and workers, or even exploiting workers and using child labour in their production. Many well-known companies, high street retailers, large businesses, corporations or even renowned online marketplaces have been covered in the press and media for bad labour practices. Cost cutting can take place in:

  • using lower quality materials and ingredients
  • paying the staff and workers poor or unfair wages
  • exploiting workers both home and abroad, including unsafe conditions or use of child labour
  • producing in ways that are harmful or wasteful to the planet and our resources (e.g. use of GMO [genetically modified organisms] 
  • using profit-shifting and tax-dodging/evasion or tax avoision schemes to avoid paying taxes - which is vital for infrastructure: community, health, education, transport, and other social services.

Veo solves all of these problems- we thoroughly assess and approve the brands and products that we sell, and are certified exploitation-free of humans and animals, free of nasties, and committed to being kind, healthy, sustainable. This comes with an added cost, but to us, it's a necessary cost. The ultimate plan is to support the lowering of prices for ethical goods over time, which requires sustainable and ethical products becoming more widely adopted by consumers- and this is when the demand will affect the supply. 

Read more about our sustainability mission here.

“No company will continue a practice or product that you, the consumer, will not buy. It’s vitally important that you understand this because this gives you ultimate power to change the world you live in.

Companies are extremely sensitive about you buying their products because if you don’t buy their stuff, they go out of business. That’s not something many companies are willing to consider and by choosing to spend your money wisely you can promote those companies that do business in a socially responsible way.”
- Pete McGrain, Ethos

What do I do if my order hasn’t been delivered yet?

Different brands have different shipping time estimations, depending on their location and method of shipping.

Your expected date for delivery can be found on your order summary or on the product page from which you purchased.

UK standard is 1-3 business working days.

For international orders please allow up to 14 business working days.

Next day delivery options usually only apply when ordered before 2.30pm and for an additional cost.

If your order is overdue, fear not! Contact our message center and we will put you in touch with the brand who will take it from there.

Are the checkout payments secure?

Yes, protecting our customers is part of Veo’s DNA! Our payment gateway is an internationally recognised payment gateway system that makes it easy for you to pay in multiple currencies and with various payment methods.

PCI DSS - We use a Level 1 PCI merchant who regularly audit and ensure that no sensitive card payment data is stored where it shouldn’t be. 

3DS - We use 3D Secure, a protocol that is designed to provide an additional security layer for online debit and credit card transactions. Visa offers this service under Verified by Visa and MasterCard’s service is called SecureCode.

GDPR – We are fully compliant with recent data protection regulation, strictly using data for payment necessities and never monetise it.

DSP2 – Our gateway's European banking licence and close collaboration with the local regulator ensures compliance with DSP2 requirements and latest payment directives.

What if my product is not in stock?

If you’ve got your heart set on a product that is currently ‘out of stock’ please feel free to contact us directly, or click the ‘Contact Brand’ at the top of the product page to find out when it will be restocked.

Often times, brands will notify you as soon as they restock or place you on a backorder so you don’t miss out.

How do I save to wish list?

Have you added 3,459,339 things to cart but only have £50 to spend today?

We’ve all been there.

Our save for later feature allows you to star these items and create a wish list that you can come back to later without having to search your products all over again.

Simply click the ‘add to wish list’ button located just to the right of ‘add to cart’ on the product page.

To view your wish list click the orange man icon in the top right hand corner of the page.

Then, scroll down to ‘favourites’ where you will find all of your wish list items.

What do I do if I can’t access my account?

If you have forgotten your password or username, simply select Forgot Password at the login screen. Your username is the email address that you used to sign up with. Contact us here if you are still struggling to acess your account after resetting your password.

Can’t find what you are looking for, or want to ask anything else?

Tweet us, ask on Facebook, DM on Instagram, connect on Messenger, or email...