Support

Contact us

Write to support@veganuniverse.io and you reach the people who can look a payment up and put it right. It is the only support address we use, on every page and in every email we send.

Tell us the date and the amount of the payment, the email address you used, and the order reference if you have one. Any of those is enough for us to find the charge.

A charge you do not recognize

Card statements shorten our name. A payment to us reads as VU* DONATION when you have made a contribution, and VU* SHOP when you have bought something from the store.

If a charge still matches nothing you remember, write to us before you do anything else. The date and the amount alone are enough for us to trace it, and we would rather explain a charge than have you chase it.

Orders

Every order has a reference, shown on the confirmation screen at the end of checkout. You can find it again on your orders page, together with what you bought and where it is going.

We do not yet send an order confirmation by email, so that screen and your orders page are your record of the purchase. Write to support if you closed the page before noting the reference — we can find the order from your account.

Something wrong with an order — the wrong item, a delivery that has not arrived, an address you need changed — goes to the same address. Send the order reference with it.

Donations

A contribution is receipted by email as soon as the payment succeeds, sent from the support address. If the receipt has not arrived, check the address you entered on the donation form, then write to us and we will resend it.

If the amount taken is not the amount you meant to give, tell us the date and the amount and we will look at the payment itself rather than ask you to prove it.

Your account

A forgotten password is reset from the sign-in page, which emails you a link. The reset link expires, so request a new one rather than reusing an old email.

Two-factor settings live on your security page, and you can end a session you no longer recognize from your sessions page. If you cannot get in at all, write to support from the address the account uses.

Before you contact your bank

Ask us first. A dispute raised with your bank takes weeks to resolve and tells us nothing about what went wrong, while an email to support reaches someone who can read the payment and answer you directly.

Terms and privacy

What you agree to when you buy or contribute is set out in our terms of use.

What we hold about you, and what we do with it, is set out in our privacy policy.