DELIVERY & SHIPPING

We ship from Manchester in the United Kingdom

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.

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

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?

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 the 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 store credit where delivery confirmation or tracking is available, but the delivery is disputed.

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.

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.

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.