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Frequently Asked Questions

 

 

 


 

 

Order Issues

 

I’m missing an item from my order, what do I do?

We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.

If an item is missing, please contact us with the order number and the missing item’s name and number. We will resolve the issue for you as quickly as we can.

 

I have an incorrect item in my order, what do I do?

Please contact us with your order number and the incorrect item’s name and product number. We’ll get back to you as soon as we can and send you a replacement item as quickly as we can.

 

What do I do if I receive a faulty item in my order?

We want to sort out any issues with faulty items straightaway. So, as soon as you discover a fault, please contact us with:

  • Your full name
  • The order number
  • The faulty item’s name and number
  • A description of the fault

We’ll get back to you as soon as we can and send you a replacement item or refund you as quickly as we can.

 

Can I get a refund if the price has changed since I ordered it?

As an online business, our prices change in response to trends, stock and demand from customers. In this case we will not refund the difference.

 

 


 

 

Payment

 

Can you help me with my Coupon Code?

You need to enter the code exactly as it was given to you, without any spaces. 

You can enter your code whilst viewing your cart, as shown below:

To apply the coupon code, click on the Apply Coupon button at the end of the Coupon box. Once you do this, it will apply to your order. You’ll be able to check this underneath the items as the discount value will have been removed and the price amended.

You must enter the coupon code when you are checking out as it can’t be applied later.

If you find that your coupon code isn’t working then please check the below:

  • You can usually only use one coupon code per order. This applies to our free delivery codes too.
  • As our coupon codes vary so do the terms and conditions of each, so make sure you check when you receive any codes. Codes may only be valid for certain items and the majority of codes will have an expiry date. You should be able to find the terms and conditions in the same place you found the code whether it be through an email or on our website.
  • Some codes will only work for specific people or for specific countries. The terms and conditions will state if the code can only be used in a certain country. If you’ve received the code in an email from Version 22 then the code may also be locked to that email address. Make sure you’re trying to use the code using your Version 22 account that has the same email address as we sent the code to.If your discount code is still not working after checking all of the above, then please contact us.

 

How can I pay for my order?

You can use any of the payment types listed below to pay for your order. We take your security very seriously, therefore your details are safe with us.

Paypal

PayPal Acceptance Mark

Credit/Debit Card

Credit/Debit Card Mark

We also take fraud very seriously too, so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer.

We don’t keep any of your card details, so when you you come to the checkout process, you can enter your payment details there through any of the options outlined above.

 

Where can I get a Coupon Code?

We understand that our customers like to get their hands on a great deal from time to time.

We’d suggest that you follow us on social media and sign up to our newsletter, as we run promotions every now and again which are advertised through those platforms. Keep your eyes peeled.

Our coupon codes can be sent to individuals and may be locked to those accounts only, as explained in the T&CS.

 

When will I be charged for my order?

If your card is authorised, payment will be taken upon product purchase, and you will receive an email confirming that your order has been successful.

PayPal payments will be taken up to a few days after this. Please see PayPal’s Terms for more information.

 

How do I use PayPal for my order?

To pay with PayPal, you’ll need to set up a PayPal account on the PayPal website. It only takes minutes to open a PayPal account and it’s free.

When checking out, you can select PayPal as a Payment option, and you will then be requested to proceed to PayPay to make your payment there.

 

Why pay with PayPal?

  • It’s safer: shop at thousands of websites without sharing your financial details.
  • It’s faster: with no need to type in your card details, you can check out in a few clicks.
  • It’s easier: all you need is an email address and password to pay online.

 

 


 

 

Delivery

 

How much is delivery?

Our delivery rates are as follows*:

UK
UK Standard (3-5 Business Days) £2.95
UK Tracked (1-2 Business Days) £4.95

 

EU
EU Standard (5-10 Business Days) £4.95
EU Tracked (3-5 Business Days) £7.95

 

International
INT Standard (7-20 Business Days) £6.95
INT Tracked (5-10 Business Days) £11.95

 

UK delivery is free when you spend £25 or more.
Delivery outside the UK is free when you spend £40 or more.

*Updated as of April 2018. Subject to change.

 

How does your UK delivery service work?

Delivery is usually within 5 working days* from the moment you submit your order and will arrive Monday to Saturday (excluding Public Holidays).

We’ll email you a link to your order information once your parcel has been shipped from our warehouse. You can also track your order by going to the Order Tracking page and enter your Order ID. Click the Track button and you will be directed to the tracking information.

*We aim to meet these delivery times but during busy periods (including sale) deliveries may take a little longer. Occasionally tech updates to our systems or force major events, such as extreme weather conditions, will mean that these delivery services aren’t available, or that order cut-off times need amending and/or delivery times need to be extended. However, we will always work hard to keep these temporary changes to a minimum. Version 22 cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.

 

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

If your estimated delivery date has passed and you haven’t received your order, just contact us so we can help you further.

 

What countries do you ship to Internationally?

For now, we ship everywhere in the World. However, the following countries are currently subject to sanctions as according to the British Government*, where Version 22 is based:

  • Afganistan
  • Azerbaijan
  • Armenia
  • Belarus
  • Burma (Myanmar)
  • China
  • Democratic Republic of Congo
  • Egypt
  • Eritrea
  • Democratic People’s Republic of Korea
  • Republic of Guinea (Conakry)
  • Guinea-Bissau
  • Haiti
  • Iran
  • Iraq
  • Ivory Coast
  • Lebanon
  • Libya
  • Sierra Leone
  • Somalia
  • South Sudan
  • Sudan
  • Syria
  • Tunisia
  • Ukraine (Crimea/Sebastopol)
  • Zimbabwe

*This list is subject to change. Please check your country's status before purchasing from Version 22.

 

How does your International delivery service work?

Delivery is usually within 14 working days* from the moment you submit your order and will arrive Monday to Saturday (excluding Public Holidays).

We’ll email you a link to your order information once your parcel has been shipped from our warehouse. You can also track your order by going to the Order Tracking page and enter your Order ID. Click the Track button and you will be directed to the tracking information.

*We aim to meet these delivery times but during busy periods (including sale) deliveries may take a little longer. Occasionally tech updates to our systems or force major events, such as extreme weather conditions, will mean that these delivery services aren’t available, or that order cut-off times need amending and/or delivery times need to be extended. However, we will always work hard to keep these temporary changes to a minimum. Version 22 cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.

 

Will my parcel be charged customs and import charges?

In most cases, orders shipped to destinations outside the UK and EU may incur duties and taxes. Any customs or import duties are charged once the parcel reaches its destination country.

You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel (this also applies to retail & wholesale customers).

Version 22 has no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country.

It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

 

 


 

 

Refunds & Returns

 

Refunds and Exchanges

Our policy lasts 90 days. If 90 days have gone by since your order has been dispatched, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

 

Partial Refunds

There are certain situations where only partial refunds are granted:

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 90 days after dispatch.

 

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 working days.

 

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@version22.com.

 

Sale Items

Sale items will be refunded at the price they were purchased at.

 

Returns

To return your product, you should send us an email at hello@version22.com so we can look into your issue further and arrange the next steps. Please send your item to: Version 22 Design LTD. Jason Works, Clarence Street, Loughborough, Leicestershire, LE11 1DX, United Kingdom.

Return shipping costs are refundable as an addition to the full or partial refund. Proof of shipping must be included with the return package.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an order value over £40, you should consider using a trackable shipping service or purchasing shipping insurance. We won’t be able to guarantee that we will receive your returned item.

 

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@version22.com so we can look into your issue further and arrange the next steps. Please send your item to: Version 22 Design LTD. Jason Works, Clarence Street, Loughborough, Leicestershire, LE11 1DX, United Kingdom.

 

 


 

 

Products & Stock

 

Can you give me more information about your products?

We try to give you as much useful info as we can about all our products, including:

  • A detailed description
  • Lots of pictures
  • How to use the product
  • The size of the product
  • The materials that make up the product

If you have any further questions that you’d like to ask, please contact us and we’ll do our best to answer any questions you have.

 

The product says “Available on Backorder”, what does this mean?

Available on Backorder will mean that the product is currently out of stock, but we’re expecting it to come back into stock soon. There will be a note on the product when we’re expecting to ship out current orders.

 

The product says “Pre-Order”, what does this mean?

Pre-Order will mean that the product is not available at the moment, but we’re able to take your order for now. We’re not sure when these products will be shipped, but you will be informed throughout the order and shipping processes via the email you provided through payment.

 

 


 

 

Technical

 

I’m having trouble signing into my account

If you receive a message that says your email address/password isn’t recognised, follow the steps below:

  • Make sure you are using the same email address and password you registered with.
  • If you can’t remember your password click on the ‘Lost your password?’ link on the sign in page. You’ll be prompted to enter your email address and we’ll send you an email with a link that will allow you to create a new password for your account.
  • If after this you still can’t sign in, contact us here and giving as much detail as you can about the issue including screen shots of any error message you get and what you’ve done so far to try to resolve it.

 

How can I unsubscribe from your emails / newsletters?

We hope you enjoy our updates but if you decide they’re not for you anymore that’s fine, you can unsubscribe simply by clicking on the unsubscribe link in one of our newsletters.

Please note, once you unsubscribe, it can take up to 7 days for the change to take effect. If you change your mind later and want to subscribe to our newsletters again, please enter your details into our Sign-Up page.

 

 


 

 

Still Stuck?

 

If you can't find what you're looking for, please contact us directly via our Contact Page.