RETURNS

The process for returning items is:

❶ Complete the Returns Form – you can download it here:

UK RETURNS FORM

INTERNATIONAL RETURNS FORM

If you are unable to print a returns form, or you simply don't want to fill it in, you can just place a note or your invoice inside the parcel - all we need is something to identify you by (your e-mail address or order number), so we know who to refund.

❷ Package the return(s) securely and additionally enclose the Returns Form, your note or your invoice inside your parcel.

UK RETURNS

VOCLA offers a 30 day return period from the time of delivery.

We have negotiated a special rate with the Royal Mail Tracked Returns service. But you can use an alternative courier. It's your choice.

ROYAL MAIL TRACKED RETURNS

Generate a returns label with Royal Mail Tracked Returns. Search for ‘VOCLA.’ Don't worry if you don't have a printer, the Royal Mail will e-mail the label or a QR code, which you can show at the Post Office and they will print the label for you. Take your return to a Royal Mail Customer Service Point or Post Office and obtain a proof of return receipt. You can track your parcel online using Royal Mail Track & Trace.

Returns will take approximately 2-3 working days to be delivered to VOCLA®.

VOCLA® will deduct a flat rate fee of £4 from your refund to cover the cost of the Tracked Return. It is usually cheaper than paying directly with the Post Office or other courier (but please check – you may find that if your return can be sent as a large letter such as really small and flat items less than 2cm high, it will be cheaper to not use this service).

This service is tracked and is guaranteed against loss & damage - you still get your refund even if the Royal Mail lose or damage the parcel.

ALTERNATIVE COURIER

You will need to arrange and pay for the return. The goods will be your responsibility until they reach us. Please address to: VOCLA Limited (RETURNS), Unit 2, Tilson Road, Roundthorn Industrial Estate, Manchester, M23 9GF

Please, please, please, avoid Evri - they continually fail to deliver parcels to the correct address on our trading estate and they will offer minimal or no help when things go wrong. 

INTERNATIONAL RETURNS

VOCLA offers a 60 day return period from the time of delivery.

Take the parcel to a Post Office or local courier and add postage. Please address to:

VOCLA Limited (RETURNS), Unit 2, Tilson Road, Roundthorn Industrial Estate, Manchester, M23 9GF, UNITED KINGDOM

Please ensure that any Customs documents clearly state that the products are ‘RETURNED GOODS’ and have ‘NO COMMERCIAL VALUE’ within the description on the Customs declaration.

We use Transglobal Express to send some parcels on express and economy services. You may find a range of options on their website. Let us know if you need help.

EXCHANGES

If you would like a different size, colour or product, please place a new order online and return your unwanted item(s). This is a much faster process than returning items for an exchange and your new items can be immediately dispatched.

RETURNS POLICY

VOCLA® has a fair and simple returns policy. You can easily return an item. All we ask for is the following:

  • Please return items within 30 days of delivery (60 days on international orders ie outside UK) and;
  • Please return items in a condition suitable for re-selling – unworn, in their original condition, and with all tags and original packaging intact and undamaged.

If you would like to try underwear or swimwear on, please do this over other clean underwear. Please ensure that you have not been smoking or wearing perfume/deodorant because this may leave a scent or mark on items. For hygiene reasons, please do not try underwear or swimwear on against naked flesh as it would then be considered as worn. VOCLA® is unable to accept returns of worn items unless the only way to discover a fault is by wearing or washing them. All returns are checked with a UV light to ensure they are hygienic for resale.

If VOCLA® is not at fault, you will be responsible for returning the item(s) at your cost. You must take reasonable care to ensure that they are not damaged in the meantime or in transit. Please obtain a certificate of posting.

If you would like to return items, please complete the Returns Form and send this enclosed with your return(s).

When your item(s) is received back to VOCLA®, refunds are made within 7 days to the original method of payment. However, postage charges on your original order are not refundable. Any pre-paid duties/taxes on EU orders cannot be refunded as these will have been paid to the relevant tax authority. You would need to reclaim these duties/taxes from your local tax office, providing evidence that you returned the items (such as a copy of your refund).

Items that form part of a bundle deal, can be returned for an exchange in size or colour. But if returned for a refund, the deal saving/discount on the remaining items in the bundle would be deducted from the refund, as if you had purchased each item separately, rather than as a bundle deal. Or you can return the whole bundle for a refund.

Free items provided as a special offer should be returned if the other items required to meet the conditions of the special offer are being returned.

The following products cannot be returned unless faulty:

  • Mystery underwear and subscriptions as these products are sold on the basis that they are a ‘mystery’
  • Gift boxes and wrapping as these represent a service that is used once the gift box and wrap has been delivered
  • Any used products