FAQs

 

 ABOUT US   ORDERS AND DELIVERIES   CUSTOMER SERVICE   SERVICES  MARKETING AND PUBLICATIONS 

 

ABOUT US


Where does VOW service?

VOW services the whole of the UK and Ireland.


 
Do VOW supply end user businesses directly?

VOW is a wholesaler and only trades directly with resellers.
 

 
How do I become a reseller?

If you are interested in becoming a VOW Reseller, please click here to ensure you meet the criteria prior to contacting a member of the Sales team. 


 
Are VOW ISO accredited?

VOW is ISO14001:2004 and ISO9001:2008. For more Information on our environmental and corporate policies please click here.

 

 

ORDERS AND DELIVERIES

 
What are the different options for placing orders?

There are three methods to place an order with VOW:
 
1)  You can place an order through the VOW Online Store.
 
To use this service please contact the Ecommerce Team on 0844 371 9402 or email ecommerce.helpdesk@evo-group.co.uk to create a login account.
 

2)  Alternatively you can place an order over the phone by contacting Sales on 0844 980 8000


3)  Or you can place an order directly from your back office system via electronic links.

For more information on setting up this service please contact the Ecommerce Team on 0844 371 9402
or email ecommerce.helpdesk@evo-group.co.uk
 
 

How do I register to use the VOW Online Store?
 
Only VOW resellers can use the online store. You can register to use the VOW Online Store by contacting the Ecommerce Team on 0844 371 9402 or email ecommerce.helpdesk@evo-group.co.uk.
 
 

How do I check the price of a particular product?

You can view prices via your price file or visit the VOW Online Store to check prices.

 

How do I check the stock of a product?

You can visit the VOW Online Store to check product stock levels and these are updated live. Alternatively contact the sales office via phone on 0844 980 8000 for regional customers, 0844 980 9898 for Venture Gold and Diamond customers or 0844 980 8220 for NES customers for further stock information.

 
 

How do I find an alternative product to one which is discontinued or out of stock?

You can visit the VOW Online Store and use the product search facility to view alternative product options. Alternatively contact Sales on 0844 980 8000 for further information.

 
 

How do I purchase a product that is not in the catalogue?

Our Specials team have access to more than 15,000 products from over 500 suppliers. We can source almost anything! For further information on our Specials service please click here.  To contact Specials please phone 0844 980 8000 and select option 3.

For further Specials FAQ’s please click here.
 
 

How do I arrange to have an order delivered direct to my customer?

If you are ordering through the VOW Online Store, simply select ‘Wrapide’ from the delivery field and insert the delivery details. Alternatively please contact the sales office on 0844 980 8000 and select option 1.

 
 

I called for a quote yesterday, can I proceed with this?

Quotations are valid for the day they are issued. For an up to date quotation please contact the sales office with your quote reference on 0844 980 8000.

 
 

What is your return policy?

VOW’s full Return Policy is listed within the VOW Terms and Conditions of Sale in the Additional Resources box.
 
 

Why do my orders sometimes arrive with the same product spread over multiple boxes?
 
VOW has the most technologically advanced distribution warehouses across the industry, such automated systems make decisions based off saving costs, which in turn those savings are passed along to our customers. Sometimes the cost saving decisions means splitting your order into multiple boxes to create evenly weighing boxes meant to reduce the shipping costs, to get those boxes evenly weighed, that sometimes requires us to divide up products to get a better distribution.
 

 

 

CUSTOMER SERVICE

How do I return an Item?

A Returns Request Form can be found in the Additional Resources box on this page, please fill the form in and email it to customer.service@voweurope.com.

 

I’ve been sent the wrong product, what should I do?

Contact Customer Service on 0844 980 8000, option 2 or email customer.service@voweurope.com.

 

My delivery has not arrived, what should I do?

Contact Customer Service on 0844 980 8000, option 2 or email customer.service@voweurope.com.

 

There is a shortage in my delivery, what should I do?

Please be aware that products can arrive split across multiple boxes or in different deliveries. If there is a shortage in your delivery please contact Customer Service on 0844 980 8000, option 2 or email customer.service@voweurope.com.

 

My customer has not received their Wrapide delivery, what should I do?

You can track the status of your delivery by using your purchase order number, your KWOS number, your customer name or the postcode you requested your order to be delivered to using the Track n Trace service on www.voweurope.com. Alternatively, contact Customer Service on 0844 980 8000 and select option 2 or email customer.service@voweurope.com.
 
 

My delivery has arrived without proof of delivery, what should I do?

Contact Customer Service by telephone on 0844 980 8000, option 2. If this is a third party delivery, please use the Track n Trace service on our website.

 
 

The price on my invoice does not match the price I was quoted, what should I do?

Contact Customer Service on 0844 980 8000, option 2 or email customer.service@voweurope.com

 
 

I need a backorder report, who should I contact?

A daily backorder report is sent to your nominated email address. If you would like to update your email address please contact the sales office on 0844 980 8000 and select option 1.

 

SERVICES

 

SPECIALS  
 
Is there a minimum order value with Specials?

The minimum order value is £10 (excluding delivery charge)

 

Are there delivery charges?

Yes, you will receive all the carriage details on the quote provided.
 
 

What’s the delivery time?

Depending on where the product is sourced from the delivery time can range from 2 days to 14 days.

Please note: Furniture items can take even longer
 
 

The customer doesn’t want this item anymore can I send it back?

Specials items are non returnable, some suppliers may take items back but they will charge a handling fee.
 
 

For more information on Specials please click here 


 
 

PACT

Do I qualify for the PACT service?

Before a VOW Account Manager can assess whether VOW can provide you with access to the PACT service, you firstly must be

  • A VOW+ Customer
  • Have a back office system which supports PACT ordering
  • Agree to the PACT terms & conditions

Some knowledge of Microsoft Excel would also be an advantage.

 

How do I start using the PACT service?

Resellers should contact their Account Manager, they will refer you to the PACT service if you qualify.

 

For further PACT FAQ's please click here

For more information on PACT please click here
 
 

 

WRAPIDE and PICK, WRAP AND LABEL (PWL)
 
How do I start using Wrapide or PWL?

Resellers should contact their Account Manager for more information on these services.
 
 

How much does it cost to use the Wrapide or PWL service?

To enquire about your pricing for using either of these services please contact your Account Manager.
 
 

How do I track my Wrapide Order?

You can track your orders via www.voweurope.com. Simply login to the Track n Trace section of the site, input your reference details and check the whereabouts of your orders.
 
 

Are delivery details updated straight away?

Delivery success is recorded in real time, however PODs (Proof of Delivery) etc will be featured on the website the next working day following a successful delivery.
 
 

How do I download my paperless advice notes?

As a reseller simply visit www.voweurope.com and login to the Track n Trace section where you can download your advice notes from here.
 
End users can visit www.wrapide.com, where they can download your advice note. To download an advice note simply type in the two codes indicated on the label of the parcels received.
 
 

For more information on Wrapide and PWL please click here

 

 

MARKETING AND PUBLICATIONS

 
What Publications are available from VOW?
 
VOW creates a range of publications including the annual Main Catalogue, and a variety of Mailers. For further information on the publications available from VOW please view the 2016 Marketing Guide.
 
 

Who do I contact for information on the Catalogue or Mailers?
 
For further information please contact the Publications Department on 0114 256 6169 or email publications@voweurope.com.
 
 

Who do I contact for information on VOW promotions?
 
Current and future promotion information is available through the Promotions button on www.voweurope.com. For further information please contact the Product Marketing team on promotions@voweurope.com.
 
 

Who do I contact for information or enquiries about Digicat?
 
Please click here to view the Digicat information page. For further information please contact Publications on 0114 256 6169 or email publications@voweurope.com.
 
 

Who do I contact for information or enquiries about myMarketing?
 
Please click here to view the myMarketing information page. For further information please contact Marketing on 0844 371 9489 or email marketing@voweurope.com.
 
  

For more information on Marketing please click here

For more information on Publications please click here