Refund policy
For full information about returns and refunds, please see our Returns page: https://vocla.com/pages/returns
Our returns policy is detailed both below and on our returns page.
To cancel an order or use your EU withdrawal rights, please use the withdrawal form on our Withdraw Contract page: https://vocla.com/pages/cancellations
You can always contact us for any questions at contact@vocla.com.
RETURNS POLICY
Return Period
VOCLA offers an extended voluntary returns period of 30 days from delivery for UK orders (60 days from delivery for International orders). This return period is in addition to any applicable statutory rights.
UK consumers purchasing online also have statutory cancellation rights in certain circumstances. Nothing in this policy limits those rights.
Return Conditions
For a return under VOCLA's returns policy, products must be:
- unused and unworn;
- in the same condition in which they were supplied;
- free from marks, damage, fragrance, deodorant, smoke and other signs of wear;
- returned with all original manufacturer, branded, barcode, authenticity and product-identification tags attached; and
- returned with their original manufacturer or retail packaging in a suitable condition.
All returned products are inspected before a refund is processed.
Product Tags
Please do not remove product tags if you may wish to return an item.
Original manufacturer, branded, barcode and product-identification tags help us identify, trace and authenticate products and form part of their original retail presentation.
Removing, losing or discarding manufacturer tags can materially reduce the value of a product and may prevent VOCLA from being able to resell it as a new product.
Under our voluntary returns policy, products returned without their original tags may be refused.
Where statutory cancellation rights apply, if removing tags or otherwise handling the product beyond what is reasonably necessary to inspect it has reduced its value, VOCLA may make a deduction from the refund reflecting that reduction in value, where permitted by law.
Product and Retail Packaging
Please take reasonable care of any manufacturer or retail packaging supplied with the product.
You may open packaging where necessary to inspect the item, but please do not unnecessarily cut, tear, write on or otherwise damage packaging that can be opened normally.
This does not apply to the outer postal or courier packaging.
If damage to or loss of the original product packaging reduces the value of the returned item, we may make an appropriate deduction from the refund where permitted by law, or decline a return.
Underwear and Swimwear
For hygiene reasons, particular care must be taken when trying on underwear and swimwear.
If you wish to try on underwear or swimwear:
- wear your own clean underwear underneath;
- do not try the product on against bare skin; and
- make sure the product remains free from fragrance, deodorant, smoke, bodily fluids, marks and other signs of wear.
Underwear and swimwear showing evidence of wear or use cannot be accepted.
All returned underwear and swimwear is inspected, including hygiene inspection under UV light where appropriate, before a return is approved.
This does not affect your statutory rights where a product is faulty, incorrectly supplied or not as described.
Handling and Reduction in Value
When exercising statutory cancellation rights, you may inspect a product to establish its nature, characteristics and functioning in broadly the same way that you would reasonably be able to inspect it in a shop.
If you handle a product beyond what is reasonably necessary for that purpose and the handling reduces its value, we may deduct an amount from your refund reflecting the resulting reduction in value, where permitted by law.
Examples may include:
- removing or losing manufacturer or branded product-identification tags;
- wearing rather than merely trying on a product;
- damaging, marking, washing or altering a product;
- introducing fragrance, deodorant, smoke, stains or other signs of use;
- unnecessarily damaging manufacturer or retail packaging; or
- otherwise returning the product in a condition that prevents it from being resold as new.
Any deduction will be based on the reduction in value of the returned product and will not be imposed as a restocking fee or penalty.
Returning Your Products
You are responsible for the cost of returning items to us.
You may use your own courier or our Royal Mail Tracked Returns service.
Please take reasonable care of returned products while they remain in your possession and package them securely to prevent damage in transit.
Please obtain proof of postage and retain it until your return has been completed.
Faulty, Incorrect or Not-As-Described Products
If you believe a product is faulty, you have received the wrong item, or the product is materially different from its description, please contact us as soon as possible.
Please explain the issue clearly. We may ask for photographs or other reasonable information to help us investigate the problem before arranging the return.
Where a product is confirmed to be faulty, incorrect or not as described, we will provide the remedy to which you are entitled and will bear reasonable return costs where required by law.
Nothing in this policy restricts your rights under the Consumer Rights Act 2015 or other applicable consumer legislation.
Refunds
Once we receive your return, we will inspect it within 7 working days.
If your return is approved:
- Your refund will be issued to your original payment method.
- It may take up to 10 business days for the refund to appear in your account, depending on your payment provider.
Please note:
- Refunds cannot be processed until the returned goods have been received.
- Original delivery charges are not refundable.
- Any duties, taxes, or tariffs paid on international orders cannot be refunded by VOCLA®, as these payments are made directly to the relevant tax authority. You may be able to reclaim these charges from your local customs or tax authority by providing evidence that the goods were returned.
International Orders
For international returns, original shipping costs are not refundable.
Taxes, duties, tariffs and other import charges may have been remitted to tax authorities, customs authorities or delivery providers. Whether these amounts can be refunded will depend on the way the charge was collected and the applicable customs or tax rules.
Where VOCLA is legally required to reimburse an amount collected from you, we will do so. In other circumstances, you may need to apply to the relevant customs or tax authority for repayment and provide evidence that the goods were returned.
Promotional Offers and Bundles
1 Free Gift Promotions
If you received a free product as part of a promotion, it must also be returned where you return the qualifying product or products that entitled you to receive the gift.
If the promotional gift is not returned, its value may be deducted from the refund where the terms of the promotion allow.
2 Shop the Look Bundles
If you return part of a discounted bundle:
- The bundle discount will no longer apply;
- Any items you keep will be charged at their full individual selling prices; and
- Your refund will be adjusted accordingly.
If you need a different size, colour or product, you may find it simpler to return the bundle and place a new order..
Non-Returnable Items
The following items cannot be returned unless they are faulty:
- Mystery underwear products
- VA CLUB subscriptions
- Gift boxes and gift-wrapping services
- Used or worn products
- Gift cards
- Products specifically identified before purchase as non-returnable for hygiene or other lawful reasons
Your Statutory Rights
Nothing in this returns policy excludes, restricts or reduces any statutory rights you have under applicable consumer law.
Where goods are faulty, not as described, incorrectly supplied or otherwise fail to conform to the contract, your statutory remedies remain available regardless of VOCLA's voluntary returns policy.