Within every e-mail notification in relation to your subscription, there is a majic link that provides immedate access to the subscriber portal.

You can also access your subscription portal by logging into your customer portal and going to your profile and selecting the Manage Subscription button.

No, there is no joining fee & you will not be charged for cancelling your subscription.

You can cancel within your subscriber portal.

However, please note that all subscriptions can only be cancelled after you have received two boxes. This is because we often give discounts against a first box.

The date that you purchase your first VOCLA Subscription box will be the recurring payment date, that your card will be charged. This will depend on the selected the frequency that you chose. 

You can change your payment date at any time, within your subscriber portal.

Yes, we notify you by e-mail, 7 days before payment is due.

VA CLUB subscription can be delivered to the following countries:

• United Kingdom
• United States
• France
• Germany
• Ireland
• Netherlands

If you are not located in one of these countries, contact us to let us know which box you are interested in, and we will quote.

We aim to dispatch all subscription boxes within 1 working day of payment.

We offer a simplied delivery and shipping rate structure for subscriptions, which is also cheaper as we are able to send subscription boxes as 'large letter' rates.

UNITED KINGDOM

• Free Royal Mail 48 (3-5 days)
• £1 Tracked 48 (2 days, tracking provided)
• £1.50 Royal Mail 25 (1-2 days)
• £2 Trackd 24 (1 day, tracking provided)

UNITED STATES

• $6.50 International Tracked Royal Mail and USPS (6-7 working days)

EUROPEAN UNION

• France, Germany, Ireland, Netherlands
• Delivered duty paid - taxes paid as part of your recurring payment
• €6 Tracked Royal Mail and Local Postal Service (3-5 working days)

Yes, branding is either on the inside of the box or the box is placed inside a plain waterproof mailing bag.

We do have to declare products on customs forms for international deliveries and this form has to be on the outside of the parcel. But we use a general description such as 'mens underwear'.

Yes you can change the delivery address & service at any time within your susbcriber portal.

VOCLA Subscription boxes are designed to fit through a standard-sized letterbox so your undies should be eagerly waiting for you when you get home!

In the UK, if the Royal Mail cannot deliver your box, they will either leave it with a neighbour or leave a red calling card for you to re-arrange delivery on a suitable day, to a local post office, alternative address or allow you collect the parcel.

Outside the UK. if the postal service cannot deliver your box, they will leave a notification for you to re-arrange delivery, change the delivery address, collect from a local post office or allow you to collect the parcel.

Please note that delivery timescales are estimates because the couriers do not guarantee the timescale for us. Furthermore, delivery timescales outside the EU can be heavily dependent on the time it takes a parcel to clear customs.

UK

Each parcel has a delivery confirmation. If the tracking number does not yet show delivery, the parcel is still within the Royal Mail network. If the Royal Mail have left a calling card, this means that they attempted delivery. You will need to use the number on the calling card to re-arrange delivery to your house, a local post office, an alternative address or collect the parcel. You can do this on their website. If the delivery confirmation shows delivery but you have not received the parcel, this means it will be with a neighbour or someone else living at the property.

If you haven’t received your mens underwear subscription box within 10 working days of the expected delivery date, please contact us so we can send a replacement.

International

Tracked parcels can be checked with your local postal serivce. If you are outside the EU and the tracking seems to show that the parcel has arrived in your country but isn’t moving, this just means that the parcel is being processed for customs clearance. As soon as it’s cleared customs, your local postal service will show tracking and will deliver your parcel relatively quickly. We just need the customs team to clear the parcel and unfortunately they can take varied lengths of time.

If you haven’t received your parcel within 20 working days of the expected delivery date, please contact us so we can investigate – we will send a replacement if the parcel has cleared customs but still not been delivered.

Every brand has different sizing. So what might be a size large in one brand, could be a size medium in another brand. Therefore, we ask you to select your exact waist size in inches.  This way, we can select the most appropriate brand sizing for your subscription boxes. So that means….better fitting underwear for you! It means that you might get two different sizes in a 2 pair subscription box – for example a small for one brand, and a medium for another brand – but don’t worry, we’ve just tailored it to your waist size in inches.

You can also change your sizing on your online account.

And if you think some underwear really doesn’t fit, then just contact us and we will see if we can change it for you.

We do not offer returns or exchanges due to the intimate nature of underwear products, for hygiene reasons. But also, this subscription is based on the premise that you receive mystery underwear selected by VOCLA, effectively at a discount to the recommended retail price. We also open the packaging that the underwear is originally supplied in, so it cannot be resold.

In terms of sizing, we allow you to select your exact waist size and change this whenever required, within your account, so there should not be issues with sizing. But if the item does not fit, please just contact us and we will see if we can get a different size to you. You can also change your sizing within your subscriber portal at any time.

We do however accept returns of faulty items. If your underwear is faulty, please let us know so that we can send a replacement. We will replace underwear which develops a fault within the first 3 months of delivery, if the washing instructions have been correctly followed, there has not been unreasonable care or wear & tear.

Yes, you can cancel, skip a payment or pause at any time within your subscriber portal. You can also reactivate your subscription. So you could pause to take a break for a few months and then re-instate the subscription when ready.

Yes. You can change everything: the style, the quantity of pairs, the frequency, the size, the payment method, the delivery option, your delivery address.

To make changes to your subscription, login to the subscriber portal.

You will automatically receive discounts on your recurring fee as follows:

• 2% after 6 boxes
• 4% after 12 boxes
• 6% after 18 boxes
• 8% after 24 boxes

The loyalty scheme can be restructured, changed or removed at any time.

You are only eligible for loyalty discounts if you remain subscribed to the sam subscription box. If you change between styles and therefore boxes, the number of boxes would not carry over. Therefore, you may be best pausing a subscription and restarting a new one if you wish to change the style box. If you then want to change back at a later date, you would have already worked towards a discount.

Our prices have only risen once in the past and this price increase was not applied to current subscribers, only new ones.

We review prices of the subscription boxes and delivery charges once a year. If they are due to increase on existing subscriptions, we will provide 60 days notice.

We are sorry but we cannot guarantee what the fabrics will be each month. Therefore, it would be best to not join our club. We aim to provide variety in this subscription club. Consequently, underwear can be made from both natural and man-made fabrics.

You can view the full VA CLUB Subscription Terms.