• Other includes: Andorra, Bosnia, Bulgaria, Croatia, Czech Republic, Gibraltar, Greece, Hungary, Iceland, Latvia, Lithuania, Monaco, Montenegro, Macedonia, Serbia, Slovakia, Slovenia, Ukraine

Orders are shipped from the UK.

TIMESCALES

Orders placed before 3pm GMT on weekdays are dispatched on the same day for Royal Mail services.

Orders placed before 11am GMT on weekdays are dispatched on the same day for express services.

Royal Mail parcels are shipped from the UK and passed to Border Control for customs clearance. Once Customs clear the parcel, it is passed to the local postal service for onward delivery.

Express services are pre-cleared through customs, allowing faster delivery, and will be delivered to your door by that courier.

TRACKING

You will receive an e-mail confirmation when your parcel is dispatched, and a further e-mail with any tracking details. Whilst Customs Border Control has the parcel, the tracking will not show any useful information. This is normal, it does not mean that the parcel is lost. When Customs clear the parcel and pass it to the local postal service, tracking will start on their website. We cannot contact Customs Authorities, whilst they are processing parcels.

Tracking is not provided on the 'untracked' service. Parcels are not considered to be lost until 20 working days have passed, since dispatch. This is to provide Customs Border Control with enough time to process any delayed parcels. Untracked parcels are scanned on delivery, with the GPS location taken.

CUSTOMS & IMPORTS

1. AUSTRIA, BELGIUM, CYPRUS, FRANCE, GERMANY, IRELAND, LUXEMBOURG, MALTA, NETHERLANDS, NORWAY, PORTUGAL, SWITZERLAND

Duty and taxes due on your order are calculated at our checkout and payment is made with your order. VOCLA will pay those charges to your local customs authority. Therefore, you will not need to pay any additional charges on delivery and the parcel will clear customs faster.

2. ALL OTHER EUROPEAN COUNTRIES

Local Customs authorities may charge import duties/taxes. VOCLA cannot be responsible for these charges. They are not charges that VOCLA receives, pays, or is responsible for. Goods are delivered duty unpaid - the price on our website does not include VAT for European customers. Customs clearance may also delay the expected delivery timescale. Please check the following:

• TAX THRESHOLDS - your country may have a threshold for customs duties and import VAT, below which, no charges are made. For the EU, the import VAT threshold is €0, which means that import VAT will be charged at the standard rate of VAT in your country. For the EU, the customs threshold is €150, which means that goods over this value may attract customs duties (depending on their country of origin). The products sold on the VOCLA website are sold excluding VAT to European citizens.
• COUNTRY OF ORIGIN- The UK-EU trade deal allows EU customers to import products that have a country of origin within the EU or UK, without incurring customs duties. Therefore, please check the country of origin for each product that you order. The country of origin is given within the 'product data' tab on each product page. If the country of origin is either the UK, an EU country or a country with whom the EU holds a free trade agreement, then there should be no customs duties payable on those products, if delivered to an EU country.

For EU customers you should only be charged import VAT, at the rate of your country's standard VAT rate, plus customs duties (usually 12% for clothing), on products over €150 in value, which do not have a country of origin of either the UK or EU. For non-EU countries, you should be charged import VAT and customs duties on products with a value over your country's threshold. The legislation in each country can be different. For example, different import VAT rates. Therefore, please check before making any purchase.

Please note that the above is only information that VOCLA has gathered, following research. Please check the rules for yourself, before making a purchase, especially for deliveries to the EU where rules are changing. VOCLA cannot be held responsible for any incorrect information. The rules are applied by your government and are a tax charge on the recipient. VOCLA will therefore not repay any customs charges.