Frequently Asked Questions

Ordering on our website is quick and easy, once you have found the product required, adjust the quantity as required, simply click on the green home delivery tab, the item will be added to your basket.  Once you have finished adding products head to the shopping trolley at the top right side of the screen and click on the 'Checkout' button. You will be asked to sign in, register or checkout as a guest. Price, delivery charge and address will then be confirmed.  Follow the easy steps to payment, a confirmation email will be sent on completion. Our warehouse team will then confirm delivery dates.
Van Hage deliver to the United Kingdom ONLY.
Our delivery times are shown on our delivery page, this can be found here - Delivery
Most orders will be shipped together where possible, however some products are shipped directly from our suppliers as displayed on the item page. It may, on occasion be necessary to deliver your order in separate deliveries on different days.  You will receive notification if this applies to your order.
Please email us with your query quoting your order number to van.hage@vanhage.co.uk
Firstly, check your junk/spam folder you might find the confirmation there, if not contact us at van.hage@vanhage.co.uk 
Once your order is processed you will be sent an email informing you of your tracking number, this can be entered into the courier website in order to see the progress of your delivery.  If you have any problems  tracking your order, please email web.service@vanhage.co.uk
UK delivery:
Orders over £75 are shipped FREE
Small items - Orders below £25 - £2.50
Medium items - Orders above £25 and below £50 - £3.50 for 1 item.
Large items - Orders above £50 and below £75 - £4.95 for 1 item.

To cancel your order you should email us at web.service@vanhage.co.uk or phone us on 01920 876809. If we have not already dispatched your order to you we will cancel it and refund any payment. If your order has already been sent you have the right to cancel your order within 28 days of delivery. You must take reasonable care of the goods while they are in your possession and you must not use them. We will only refund the purchase price when we have received the goods from you in an undamaged state. Returns will be at your cost unless there has been an error with your delivery or you have received damaged goods. The ability to cancel your order does not apply to goods which have been used. This does not affect your statutory rights.
We guarantee to send you only top quality products and do our very best to package everything so that it arrives safely. If you do have a problem:
Email van.hage@vanhage.co.uk or Phone 01920 876809 between 9.30am and 4.30pm Monday to Friday. Please quote your order number at every enquiry.
If you need to return a damaged or faulty item which has been home delivered, please complete our online form prior to  collection or delivery here - Returns Form
Any items purchased in store or via click & collect, please contact the centre which you made the purchase.
See our returns policy here :- https://www.vanhage.co.uk/service
Van Hage accept payments through PayPal. You can pay using Visa, Mastercard or American Express cards as well as utilising an existing PayPal account.  
There are three Van Hage stores; Great Amwell (SG12 9RP), Chenies (WD3 6EN) & Peterborough (PE1 4YZ).
We do allow well behaved dogs to visit the centres however they must remain on a lead at all times -please do not allow dogs to ride in trolleys.  Some areas do have restrictions (except guide dogs) i.e. Cafe, Events, Animal Gardens.  Owners remain responsible for their pets at all times and are expected to clean up any accidents.
Unfortunately not at present.
If you were sent something which wasn't ordered and is not a substitute item please contact us immediately at van.hage@vanhage.co.uk, and complete our online form. Do not use it and keep it in its original packing and you will not be charged. If the product is to be exchanged, the correct product will be dispatched upon receipt by Van Hage of the incorrect item.
Your payment will be refunded as soon as we are in receipt of the goods. Refunds usually take 5 working days to reach you, however they can take up to 10 working days to reach your account, this is dependant on the bank. We will issue the refund via the method which was used to place the order. 
Yes, you can keep up-to-date with any offers, events and information by signing up for our newsletter on the homepage.  (Please note we do not share information with third parties.)
Simply complete our application form in your local store.  Your membership card will be ready to collect on your next visit.
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