RETURNS

The process for returning items is:

1. It's best to just check over the returns policy first, so everyone knows what to expect and what your rights are

2. Package the items you're returning. You could re-use the packaging we used to deliver the order so we're doing our bit for the environment.

3. Include your order picking slip or a note inside your parcel to let us know who the return is from, otherwise we don't know who to refund which can be a bit awkward!

4. Return your items using the process, services and couriers detailed below - it's deplendent on your location. International returns are a little more tricky, so please check the relevant information, which should help you.

5. Hand your parcel to the relevant courier and obtain proof posting, just in case there's a problem later.

UK RETURNS

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

There are three options to process a return:

1. PROCESS THE RETURN WITHIN YOUR ONLINE ACCOUNT

Just find the order within your online customer account, and select the 'request return' option. This will send us a return request and we will provide a Royal Mail return label. You can use this to post the item at a Post Office.

It can take us 1 or 2 days to authorize and send a label, so if you just want to get on with it, you can use the Royal Mail Returns service straight away.

VOCLA® will deduct a flat rate fee of £4 from any refund to cover the cost of the Tracked Return.

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.

2. 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.

3. 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. 

Refunds are processed within 7 days of the goods arriving back at VOCLA, where those goods meet the terms of the returns policy.

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. It is your choice who you use, but you will usually find that the local postal service is the most cost effective and whilst slow, you do have 60 days to reutrn items.

If you would like to use a courier, you could try Tranglobal Express or you could ask us to quote on our account with them.

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.

Refunds are processed within 7 days of the goods arriving back at VOCLA, where those goods meet the terms of the returns policy.

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 the same condition that you received them – unworn or unused, with tags, and in the original undamaged packaging

If you want 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.

You are responsible for returning the item(s) at your cost. You must take reasonable care to ensure they are not damaged in the meantime or during transit. Please obtain a certificate of posting.

All returns need to be sent to the following address: VOCLA Limited, Unit 2, Tilson Road, Roundthorn Industrial Estate, Manchester, United Kingdom, M23 9GF. 

When your item(s) are received back at VOCLA®, we will inspect them within 7 working days and let you know if the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method, which may take up to 10 business days to clear.

Refunds are not processed until the goods are physically returned. 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).

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.

Gift cards cannot be 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 they represent a service that is used once the gift box and wrap have been delivered
  • Any used products