DELIVERY & SHIPPING

We offer tracked delivery throughout the United States using Delivered Duty Paid (DDP) shipping, so there are no additional tariffs or customs charges to pay on delivery. Orders placed before 10am EST / 11am EDT on business days are dispatched the same day.

Shipping costs, shipping information, and taxes & duties are detailed below.

SHIPPING COSTS

  • Orders over $150: $10
  • Orders under $150: $11


Shipping costs include all applicable import costs, so you won't pay additional tariffs or customs charges on delivery.

SHIPPING INFORMATION

  • Shipping service: We use Delivered Duty Paid (DDP) tracked shipping. This means applicable US tariffs are calculated and paid at checkout, so you won't pay any additional charges when your parcel is delivered. The amount you pay at checkout is the total cost to purchase and receive your order. Please see Taxes & Duties below for full details.
  • Dispatched from: United Kingdom.
  • Same-day dispatch: Orders placed before 10am EST / 11am EDT on business days are dispatched the same day.
  • Shipping provider: Orders are shipped by Royal Mail. Parcels are allocated to a flight from Heathrow Airport within 24 hours of dispatch. After customs clearance, final delivery is by USPS.
  • Estimated delivery: 5–7 business days after dispatch. Delivery estimates exclude customs clearance delays and extraordinary events, such as postal strikes.
  • Tracking: Sent by email after dispatch and available in your customer account. Tracking may pause while your parcel clears customs. This is normal. Tracking resumes once USPS receives your parcel.
  • Packaging: Discreet and unbranded.
  • Delivery addresses: We cannot deliver to PO Boxes, freight forwarders or similar collection or forwarding services.
  • Heavy orders: Orders exceeding 5kg are split into multiple parcels at no extra cost.
  • Large orders: Orders exceeding the current $800 US de minimis threshold are split into multiple parcels at no extra cost where possible to help minimise import charges.
  • Lost parcels: Parcels are not considered lost until 20 working days after dispatch to allow sufficient time for customs processing.

US TARIFFS

We use a Delivered Duty Paid (DDP) shipping service to ship your order.

This means the amount you pay at checkout is the total amount to purchase and receive your order. You won't be asked to pay additional tariffs, import taxes, customs duties, import fees or customs handling charges when your parcel is delivered.

How charges are calculated

  • Product prices are displayed excluding UK VAT. They are discounted to remove 20% UK VAT.
  • Any applicable US tariffs are calculated automatically and added at checkout before you pay.
  • Before you complete your order, you'll see the full order total, including products, shipping and any applicable tariffs.

What your shipping fee covers

Your shipping fee covers:

  • Shipping costs
  • Packing and packaging costs
  • Courier clearance and customs processing fees
  • Tariff calculation fees charged by our e-commerce platform
  • Royal Mail customs clearance and pre-payment fees
  • Any other applicable import-related charges

Without our DDP service, these charges would normally be collected by the courier or US Customs before or upon delivery.

Tariffs

Goods imported into the USA are subject to Most Favoured Nation (MFN) tariffs and Section 301 tariffs.

MFN tariff rates vary by product type and can also differ across materials. Each product is allocated an HTS Code (Harmonised Tariff Schedule code) that reflects the product type/classifcation, including the materials used. Each HTS code has a percentage tariff rate which is applied at our Checkout.

The country of origin, HTS code, and applicable tariff rate are given within the 'US TARIFFS' tab on each product page.

However, tariffs are increased, decreased or limited as follows:

  • Additional Section 301 tariffs of 10% for goods manufactured in: Bangladesh, India,
    Mexico, UK
  • Additional Section 301 tariffs of 12.5% for goods manufactured in: Australia, China, Colombia
  • EU goods have a tariff rate limited to the higher of the MFN rate or 10%
  • Chinese goods have a further additional tariff rate of 7.5%

The total tariff rate will be displayed at Checkout.

Generally, to reduce tariffs, it is best to select a product that is not made with synthetic or man-made materials, nor of Chinese origin.

The tariff is calculated automatically at checkout and paid before your parcel enters the United States. VOCLA collects the tariff from you at checkout and pays it to Royal Mail, which in turn pays it to US Customs and Border Protection (CBP).

You should not be asked to pay any additional tariffs or customs charges when your parcel is delivered.

Returns

If you return products, VOCLA cannot refund tariffs as they have already been paid to the US Government on your behalf. These monies do not belong to VOCLA.

If you are entitled to reclaim tariffs following a return, you will need to apply directly to the appropriate US authority, providing evidence of purchase and return. We are happy to provide copies of your order confirmation, invoice, refund confirmation and any other documents we hold to support your claim.

Goods being returned to the UK are not subject to tax or duties because they are a 'return' rather than a 'sale', so please mark the parcel as "RETURNED GOODS RELIEF" and include this on customs documents to prevent the parcel proceeding through full customs clearance and incurring unnecessary charges.

FAQS

WHERE DOES VOCLA SHIP FROM?

We ship from Manchester in the United Kingdom

HOW DO I TRACK MY PARCEL?

Your tracking number is provided by email on dispatch. It is also within your order details in your customer account.

Parcels can be tracked using Royal Mail Track & Trace.

For international parcels, tracking will pause when your order arrives in your country whilst the parcel undergoes customs clearance. The parcel is then passed to the local postal service. The tracking should continue on Royal Mail Track & Trace, but there is often more accurate information, and possibly an estimated delivery date on your local postal service tracking facility.

WHAT IF MY PARCEL IS LATE?

Delivery timescales are estimates and are not guaranteed because our service providers do not guarantee the delivery timescale.

Most late International parcels relate to the parcel being held-up with Customs authorities. If the tracking for a parcel does not work on the local courier website, this usually means that the parcel is still being processed by Customs and hasn’t yet been passed to the local courier. The length of time taken by Customs authorities varies by country, is outside the control of VOCLA and VOCLA is unable to contact Customs during this time.

For UK services, the UK Express Special Delivery service is a guaranteed timescale and if the parcel is not delivered the next day, we will refund your delivery fee. If your parcel is late, have you checked the tracking to see if it has perhaps been delivered to a neighbour?

WHAT IF MY TRACKING HAS STOPPED?

It is normal for tracking to stop updating while your parcel is being processed by customs in the destination country. During this time, the parcel remains secure, but customs authorities do not usually provide tracking updates.

Once customs clearance has been completed, the parcel is passed to your local postal service, and tracking updates will resume on their website.

Customs clearance usually takes a few days but can occasionally take longer, particularly during busy periods or if customs require additional checks.

If your tracking has not updated for more than 20 working days after dispatch, please contact us and we'll investigate the shipment with the postal service.

WHAT IF MY PARCEL IS LOST?

For UK services, orders are not considered to be lost until 10 working days past the expected delivery date. VOCLA receives delivery confirmations from the Royal Mail on all parcels, via GPS 2D barcodes that are scanned on delivery, tracking, or signature services on the parcels. The GPS location of the scan is recorded to confirm delivery and sometimes a picture of delivery is taken. These confirmations will be checked before sending replacement items. It is the policy of VOCLA to send replacement items if available, if a parcel is lost or delivery is disputed. Refunds are only made as a store credit where delivery confirmation or tracking is available but the delivery is disputed.


For International services, orders are not considered to be lost until 28 working days past the date that the parcel was passed to Customs for clearance. Tracking and signature confirmations will be checked once this timescale has passed and replacement items sent. It is the policy of VOCLA to send replacement items if available, if a parcel is lost or delivery is disputed. Refunds are only made as a store credit where delivery confirmation or tracking is available but the delivery is disputed.

WHAT IF MY ORDER IS MISSING ITEMS?

If your order is missing items we will require a picture of the packaging and the Royal Mail (or local courier) apology bag or picture of the damage label that they attach to the parcel. VOCLA will then dispatch replacement items. If the parcel is not damaged, we will:

1) check the CCTV on our packaging station to ensure that the order was fully picked and packed

2) double-check our stock levels

3) match the weight of the parcel confirmed on dispatch with the Royal Mail to the weight of all the items on the order

4) review any pictures of the parcel taken by the Royal Mail on delivery.

WHAT IF THE WRONG PRODUCTS HAVE BEEN DELIVERED?

If an incorrect product(s) is delivered, VOCLA® will arrange for their return and for the correct product(s) to be delivered. You must contact VOCLA® to inform us and to allow us to arrange for a pre-paid return. Postage charges on returns made where we have not previously agreed to pay those charges will not be refunded.

I CAN'T FIND THE PARCEL, THE TRACKING SHOWS IT'S DELIVERED

Please check with the mailroom, concierge, reception, communal mail area and with neighbours. Local postal services sometimes leave parcels with neighbours if nobody is home.

If you are unable to locate the parcel, and you opted for a tracked service, we will ask the courier or postal service to investigate. We need to wait for their response before determining further action. If you did not opt for a tracked service, we are unable to investigate further.

If the postal service or courier cannot locate the parcel, we will make a claim with them for a 'disputed delivery'. If and when they pay the claim (which usually takes 2 weeks), we will either:

1) Provide replacement items where available, or

2) Refund the item and shipping cost as a store credit on your account.

If the postal service confirms delivery and has sufficient evidence (for example, photographs of delivery, a GPS scan of the delivery location, or a signature on delivery), we are unable to provide further help - someone moving the parcel from your property is outside our control. Postal services and couriers are contracted to deliver to your property, a neighbour or a local post office or depot for collection. VOCLA's terms of sale mirror this. Neither the courier, postal service nor VOCLA is responsible for someone moving a parcel from your property. We recommend checking any CCTV of the area where parcels are delivered.

WHAT IF MY PARCEL IS RETURNED BY THE COURIER?

If you fail to take delivery of a parcel and it is returned to us, our courier charges £4.60 for this return, in addition to the original postage cost. These costs and fees will be deducted from any refund.