Like you, the VOCLA® team shops online for personal and business products, providing our data so transactions can be properly fulfilled. We subscribe to marketing initiatives to stay up-to-date about new products and offers. We don’t want our data to be misused so we promise not to misuse yours.
For all our services, the data controller, responsible for your data privacy, is VOCLA Limited (registration 07910951, registered in England). Our contact details are:
If you have any questions about how we protect your privacy and use your data, contact us in any of the above ways.
We may change our Privacy Policy from time to time, to reflect changes in how we process your data and the date of the last update is at the top of this page.
OUR LAWFUL BASIS FOR PROCESSING YOUR DATA
Under the General Data Protection Regulations, we have two lawful bases to process your data:
For operational purposes (ie to fulfil your orders), we have a contractual lawful basis for processing your data. For example, we cannot send you your order and therefore complete our contract of sale if we cannot process your name and address details.
For marketing (eg e-mail, SMS and direct mail), we have a consensual lawful basis for processing your data. This means that you can opt in and out of specific marketing initiatives, you are in charge of providing and removing your consent when you wish.
USING YOUR DATA
YOUR PERSONAL DATA
This includes your name, billing address, delivery address, phone number, IP address and e-mail address. We do not gather sensitive or special category data such as your date of birth, ethnicity or gender.
HOW WE USE YOUR PERSONAL DATA
WHY?
To deliver your purchases to you
We have to use your details to fulfil our contract of sale with you – we can’t send you your order if we don’t have your name and delivery address
To send your electronic gift vouchers
We have to use your e-mail address if someone buys you a gift voucher, so we can e-mail you the gift voucher
To send you service messages
We have to use your details to fulfil our contract of sale with you – we can’t let you know that your order has been dispatched or provide tracking numbers if we can’t e-mail or send you an SMS
To detect and prevent fraud
We only do this when you opt-in, providing us with consent. You can remove consent at any time. Please see section 4 Marketing below
To send you information about new products & services or special offers
We only do this when you opt in, providing us with consent. You can remove consent at any time. Please see section 4 Marketing below
To display VOCLA® adverts as you surf the web
This lets you see information about new products & services or special offers. We only do this if you have cookies enabled on your browser so you can stop this by clearing your browser cookies
To send you automated basket abandonment e-mails
If you input your e-mail address at the checkout but fail to complete a purchase, we will automatically e-mail you with a link that allows you to easily complete the purchase if you wish. These e-mails will stop after 24 hours
YOUR COMMUNICATION DATA
This includes e-mails you have sent us, messages sent through our online contact form and messages on social media (eg Twitter and Instagram). We do not currently record phone calls. We keep e-mails for one year. We are unable to delete social media messages as these are kept by those respective platforms and subject to their privacy policies.
HOW WE USE YOUR COMMUNICATION DATA
WHY?
To provide customer service and support
We need to answer your enquiries and we need to communicate with you if there is an issue with an order
To train staff
We need to use enquiries to train our staff so they can provide a great service to you in the future
YOUR PAYMENT DATA
When you input payment details on our website, that section of the website is fully encrypted and operated by our payment processors, Paypal, Stripe, and Revolut, who hold all the necessary SSL security certificates to keep your payment details secure. If you opt for a Buy Now Pay Later service such as Klarna or AfterPay, they will process the data you provide to them, as part of an underwriting process, in agreement with their privacy policies.
VOCLA® does not collect or see payment data such as your specific card details. However, we can see some generic transaction data (eg whether you input a correct 3D secure password). This transaction data is only used to review for fraud. For subscription services, you authorise a recurring payment and the payment details are held and encrypted by the payment platform you use.
HOW WE USE YOUR PAYMENT DATA
WHY?
To assess whether payment has successfully been taken for an order
We need to verify with the payment processor, that payment has been made, so that a contract of sale exists and we can then dispatch your order
To provide refunds where necessary
We have to find your transaction details on merchant accounts and use these to request a refund to be made
To detect and prevent fraud using the payment platforms’ fraud management systems
We need to use this to detect and prevent fraud against VOCLA® and yourself
To verify a delivery address where payment is placed through a Paypal account, rather than by card
Where payment is made through a Paypal account, Paypal will provide your verified delivery address on that account, helping us to reduce fraud and ensure your order is dispatched to the correct address
YOUR ORDER HISTORY, SAVED BASKETS AND WISHLISTS
If you decide to hold an account with us, you can view your order history within this account. If you create a wish list, you can view saved items and e-mail this to someone else. If you put items into a basket but are not ready to pay for those items, you can save the basket for later.
HOW WE USE YOUR PURCHASE HISTORY, SAVED BASKETS AND WISHLISTS
WHY?
To help you complete an order or save items of interest for a later date
It’s much easier, faster and more practical for you to complete an order at a later date if you’ve saved items and baskets
To provide customer service & support
If you have a question about a previous order, you may wish to see the order details in your order history, and we will need to view your order history to follow up the enquiry. If you have trouble completing a transaction, we will need to view the order details to help you
To complete returns
We have to view your order history to complete a return and fulfil our contract of sale with you – we can’t refund an item on an order if we can’t view that order
To detect and prevent fraud
Reviewing your order history is one way that VOCLA® can help detect and prevent fraud
YOUR DEVICE AND BROWSER DATA
We cannot use your device (eg mobile, tablet, desktop) and browser data (eg the browser used, the version of that browser) to specifically identify you. We Google Analytics to review the devices and browsers our website visitors collectively use. Data provided to Google Analytics is anonymized and only provided where consent is given to Performance cookies. We can view your IP address, as highlighted above, and we use this to prevent fraud.
HOW WE USE YOUR DEVICE AND BROWSER DATA
WHY?
To collectively review which browsers and devices our customers use to view our online store
To help develop our online store to provide a better shopping experience – we need the store to work well on the most popular browsers and devices
To collectively review who our visitors are – if you have enabled cookies on your browser, Google Analytics collects and reviews the geo-location, demographics and interests that it believes you have, based upon your browser cookies and surfing habits
To help us understand our visitors better so we can provide a better online store and shopping experience
SHARING YOUR DATA WITH THIRD PARTIES
We do not sell any information or data to any third party. However, we share your data with the following third parties, who process elements of your data, to help fulfil our services and contract with you, meet our legal obligations, or provide marketing services where you have explicitly consented to this.
Our couriers, such as the Royal Mail, Fedex, and DHL (and their service providers abroad where an order is delivered outside the UK), for example:
To share your address data to generate a delivery label for your parcel
To generate export documentation for your parcel, if it is being delivered outside the UK
To inform Customs authorities about details of the package where this is a legal obligation required outside the UK
To communicate about missing and late parcels
To investigate and make compensation claims for missing and late parcels
Our e-commerce system providers, WordPress and WooCommerce, related e-commerce plugins and theme providers and our website and hosting support providers. They host our website, provide the Content Management System which holds your data, and provide development and support services. Some of these providers can see your personal data and process it in order for the website and our service to function properly.
Our payment merchants, Paypal, Revolut, and Stripe, provide the payment gateways on our website. You input your payment details into their payment gateway and they encrypt this so nobody else, including us, can see it. We provide gateways with details of your order, such as the value and currency, so the transaction can be completed. We also offer Klarna and Afterpay/Clearpay Buy Now Pay Later options, and we pass them order details so they can assess your eligibility. When applying for these payment options, you need to agree to their privacy policies and terms. The privacy policies of payment merchants are: Paypal Privacy Policy, Revolut Privacy Policy, Stripe Privacy Policy, Klarna Privacy Policy, Afterpay Privacy Policy
eBay, where you place an order through our eBay store. We provide eBay with delivery details such as your tracking number so that we can fulfil eBay’s requirements and our contract of sale. When you use the eBay messaging service to communicate with us, you provide us with consent to respond. Please see the eBay Privacy Policy.
Google (or parent company Alphabet) – we use Google Analytics for performance and statistical measurement, Google AdWords for advertising, Google Search Console which is a webmaster tool, Google SiteKit to provide a performance dashboard summary of Google tools, Google Tag Manager to centralise tracking snippets or code, Google Workspace for storage, network and browser facilities & G-Mail for e-mail accounts. Please see the Google Privacy Policy.
We use Google Tag Manager to embed code on our website which allows us to, for example, link to Google Analytics, Google Adwords, and other marketing platforms, where the user provides consent on our Cookie management tool, as well as manage cookie consent (in particular Cookie Consent V2 under EU legislation) to meet different worldwide legislation.
We use Google Analytics to monitor website performance, review how visitors use it, and measure where, when and how visitors find our website. The data is anonymized and only provided if a user consents to Performance cookies on our Cookie management tool.
We use Google Search Console to, for example, monitor the keywords visitors use on Google Search to find our website, track the performance of pages on our website, identify errors on our website, and submit website pages to the Google Search platform.
We use Google Workspace to, for example, centralize management of the Chrome browser across our company, to provide employees with e-mail facilities through G-Mail, to control spam e-mails, and storage facilities through Google Drive.
We use Google AdWords for advertising and remarketing services. When you click on these adverts, Google measures any conversions so they can report on the success of advertising. Your data is anonymized unless you provide consent to Marketing cookies on our Cookie management tool, in which case Google can match some customer data (which is ‘hashed’ in compliance with EU legislation) to any Google account to improve advertising performance. Google AdWords is also fed ‘enhanced conversion’ data, again in compliance with Cookie Consent V2 legislation. Google AdWords is used for remarketing services, to show you adverts after you have left the website, and only if a user consents to Marketing cookies on our Cookie management tool.
Our marketing system providers – only if a user provides consent to Marketing cookies on our Cookie management tool or provides specific consent by subscribing to marketing (see section 4 Marketing), we transfer data necessary to send you the marketing activity to which you have subscribed. Some examples are:
Omnisend – we use to track how customers flow through our website, to manage abandoned carts, e-mail and SMS campaigns for which you would give explicit approval. Please see the Omnisend Privacy Policy
TextMarketer – we occasionally use SMS campaigns, for which you would give explicit approval. Please see the TextMarketer Privacy Policy.
CusRev – we use to e-mail automatic shop and product review requests, only where visitors have given explicit consent to do so on our checkout page.
AWIN affiliate marketing – code is included on our website so AWIN can track any leads from affiliates. This allows them to allocate commissions to the relevant affiliates. Your order number, value, date and any coupon codes used, are passed to AWIN, but your personal details are not. Please see the AWIN Privacy Policy.
Law enforcement agencies, if and where we are required to do so by law.
DIRECTMARKETING
Under the GDPR regulations, we have a consensual lawful basis to process your data for marketing purposes.
If you consent, we will send you direct marketing messages about new products, special offers, exclusive deals and developments at VOCLA®, abandoned carts and products you viewed on the website.
You can select which methods you consent to, e-mail, SMS text, remarketing or a combination. It is entirely your choice, you do not have to consent to anything.
You provide consent in the following ways:
You subscribe to e-mail or SMS marketing on our Omnisend platform through a subscription form on our website
You subscribe to abandoned cart e-mails and remarketing from Omnisend or Google AdWords, through acceptance of Marketing cookies on our Cookie Management Tool
You can change your consent to direct marketing preferences at any time, in the following ways:
Within your customer account
By unsubscribing at the bottom of e-mails or replying to SMS messages
By contacting us via e-mail, phone, online website contact form, website chat system or by post
We will update your details within 7 days, although unsubscribing on an e-mail takes immediate effect.
Ending marketing messages will not affect communications necessary to fulfil a contract of sale with you, so you will still receive communications in relation to orders you place. Your consent is only explicitly required for marketing communications.
KEEPING YOUR DATA
We will hold your data for as long as you have your account with us, or as long as is required to be able to provide our services and support to you.
Communication e-mails and messages, such as customer service enquiries, are kept for 1 year and then deleted.
We provide marketing services using your data for as long as you provide consent. You can remove your consent at any time as detailed in section 4 Marketing.
User and event data sent to Google Analytics, associated with cookies and advertising identifiers, is retained for 26 months and then automatically deleted.
You have the right to request that we delete your data (see section 6 Your Rights). However, we may keep hold of your data as required, even after you close an account or it is nolonger necessary to provide services to you, in order to meet legal or regulatory requirements. For example, under VAT legislation, we need to keep your order information for 6 years.
YOUR RIGHTS
Your rights in relation to your personal information are as follows:
YOUR RIGHTS
HOW THE RIGHT IS APPLIED
The right to be informed – you have the right to know what data is being processed and how
This Privacy Policy details how your data is used
The right to access the information we hold about you
Please contact us via e-mail to access the information we hold
The right to rectification – you may request us to correct inaccurate data or complete incomplete data
Please use your account or contact us via e-mail to correct any inaccurate information
The right to be forgotten – you may request us to delete your data without undue delay
Please contact us via e-mail to have your data deleted. Once deleted, we can no longer process or collect it. Please be specific about which data you wish to be deleted. For example, do you want just your customer account deleting or do you also wish to be unsubscribed from e-mail marketing?
The right to stop direct marketing messages
You can change your marketing preferences, at any time within your account, by unsubscribing on e-mails, replying STOP to SMS messages or by contacting us
The right to portability – you may request us to transfer your data to another organisation
Please contact us via e-mail to transfer elements of your data
The right to complain to your data protection regulator
Within the UK, you can complain to the Information Commissioner’s Office but you have to give us the opportunity to address any complaint first
COOKIES
LAST UPDATE: 20.08.2024
We all love a tasty Oreo cookie but sadly this policy is about a different type of cookie!
At VOCLA® we want to ensure that the website looks good, has plenty of features, is personalized for you, and functions properly. To help us to do this, our website uses cookies.
1. WHAT ARE COOKIES?
A cookie is a small file of letters and numbers written or downloaded to a device’s hard drive when you access a website. Unless you have indicated your objection, using the Cookie Management Tool, we may issue cookies to your computer when you log on to and use this website.
2. WHY DO WE USE COOKIES?
We use cookies for several reasons but some examples are:
Cookies allow us to recognise that you have visited our website before and remember your preferences making it easier for you to shop on our website.
Cookies allow us to store and quickly retrieve login information on your computer so you don’t need to type it into the website every time you return.
Cookies allow us to remember the goods that you have clicked to purchase on one page so that they are added to your basket.
Cookies help us collect information about how you found our website, where you access it, and how you use it. Therefore, we can improve it.
Cookies help us ensure any marketing you see is relevant and useful to you.
The primary reason we use cookies is to ensure that our website functions properly (strictly necessary cookies), is personalized as best it can be (functional cookies) and to monitor how the site is found and used (performance cookies).
Our cookies do not store information which could be used to identify you personally, such as your contact details.
3. TYPES OF COOKIES
There are four types of cookies:
STRICTLY NECESSARY COOKIES (AKA TECHNICAL)
These are cookies that are required for the operation of our website. They save information required for the website to function properly. They include, for example, cookies that enable you to log into secure areas of our website, use a shopping cart or make use of e-billing services. Strictly necessary cookies do not require consent under GDPR and the CPRA. They are usually session cookies which means they disappear after your visit.
PERFORMANCE COOKIES (AKA ANALYTICS)
These cookies allow us to gather data on how visitors use our website, which pages are visited most often, or if there are error messages. This helps us improve the website, for example, by ensuring that visitors can easily find what they are looking for. These cookies monitor the performance of the website as you interact with it. They include, for example, cookies that count page visits, idle time, bounce rates, and load speeds. VOCLA generally uses Google Analytics to gather data about website performance, using Google Tag Manager. They can be either session or persistent cookies.
FUNCTIONAL COOKIES (AKA PERSONALIZATION)
These cookies recognise you when you return to our website or they personalize your experience on the website. They include, for example, cookies that maintain items in your basket for a return visit, cookies that let you review products and comment on blog posts, or cookies that identify the country of your IP address and then show you the appropriate currency prices for products (geo-targeting). They are not vital for the website to run. But they make your experience much better and more efficient. They are anonymous and don’t track your browsing activity across other websites.
TARGETING COOKIES (AKA ADVERTISING)
These cookies are designed to gather information from you on your device to display advertisements to you based on relevant topics that interest you. Advertisers place these cookies on a website with the website operator’s permission. For example, assume you see an ad for a product on Facebook, click on it, add it to the basket, but don’t purchase it, when you close the website and continue browsing the internet, these cookies allow advertisers to show you similar products on other websites.
Session cookies last for a session ie when you launch a website until you leave the website or close your browser window. They contain information stored in a temporary memory location which is deleted after the season ends. They are never stored on your device. They are also known as transient, non-persistent, or temporary cookies. These session cookies generally help the website to function. Session cookies allow websites to remember users within a website when you move between pages. They are therefore vital for user experience. For example, a session cookie remembers items you put into your basket whilst on the website, so when you are ready to checkout, they are still there in the basket. They are strictly necessary cookies and do not require consent from the website visitor.
Persistent cookies last for longer than the session. For example, a cookie that recognises that you have visited the website before.
4. COOKIE PREFERENCESAND MANAGEMENT
When you visit our website, you will see a Cookie Management Tool pop-up, operated by Cookiescript. This allows you to:
Accept or decline all or any of the above types of cookies. However, you cannot remove consent to strictly necessary cookies as the website would not function
Review a list of cookies on our website, following a scan by Cookiescript
Link to our privacy and cookie policies
If you click on the cookie in the bottom left of the screen, the pop-up will open, allowing you to change your consent on any website page.
Cookiescript provides us with a Consent Management Platform, to obtain user consent, in compliance with GDPR CCPA, LGPD and CNIL regulations. But Cookiescript is also a preferred partner for Google Consent Mode V2. This allows us to comply with Google enhanced data protection and privacy controls. Our Google Tag Manager tool records your consent preferences on every page you visit and acts accordingly on that consent.
Don’t forget that you can clear cookies on your device by deleting your browser and cookie history.
GIFT WRAP YOUR ORDER
US$6.00
TAILOR YOUR GIFT WRAPPING FOR SOMEONE SPECIAL
Gift wrap your order or selected items on your order.
Each gift wrap includes a box, tissue paper, two ribbons and a gift tag.
Customize your gift wrap with your preferred colours for boxes, tissue paper and ribbons.
We will gift wrap every item on your order, using your gift wrapping choices.
If you would like only specific items gift wrapped, please e-mail contact@vocla.com before 3pm GMT to let us know.
If you want your gift sent directly to the recipient, please e-mail us at contact@vocla.com before 3pm GMT, to change the delivery address. We can leave the invoice out of the parcel and write a message of your choice if you would like.
Wrap your gift for someone special with a gift box. Gift boxes are either size A5, A4 or 20cm square depending on the gift(s). The gift items will be unpackaged and placed inside tissue paper within the box. VOCLA will remove the product packaging, but not the product labels, so your gift(s) are nicely presented inside the gift box. The box is then tied closed in a bow, with double ribbons.
Gift boxes are sturdy, recyclable and reusable. Please remove the magnetic strip if recycling. The tissue paper is recyclable. The ribbons are changeable, so you can reuse the gift box with different ribbons.
If you would like your gift sent directly to the recipient, please e-mail us at contact@vocla.com, before 3pm GMT (which is prior to dispatch), so we can change the delivery address. We will leave the invoice out of the parcel and write a message of your choice.
We will gift wrap the whole order. If you wish to order additional items for yourself, to be dispatched in the same parcel, just e-mail us at contact@vocla.com, before 3pm GMT. We will ensure that the correct item(s) are in the gift box. It is also possible to untie the ribbon to change items inside the box, without harming the gift wrapping.
GIFT BOX SPECIFICATIONS:
1200g recycled greyboard (approx 2.7mm thickness)
Laminated inside and out with 157gsm art paper flood printed black with matte lamination
2 concealed magnetic closures
Greyboard 100% recycled and certified
Remove magnets & ribbons before recycling
Gft wrapping is a service, which is considered to be used and completed once dispatched, and therefore cannot be returned. The goods can be returned in complaince with our returns policy;
If gift wrapping is damaged in transit, please inform us so we can provide replacement wrap;
Discount codes are also not valid against gift boxes and wrapping options.
It is your responsibility to inform us before 3pm GMT, by e-mailing contact@vocla.com, if:
You wish to only gift wrap selected items on an order, rather than the whole order;
You wish to have the gift sent directly to a recipient, in which case it is your responsibility to provide the correct delivery address:
You would like us to write a message on the gift tag;
You would like us to remove the invoice from the parcel (although we still have to declare the value on customs forms for gifts sent outside the UK).
FIRST ORDER DISCOUNT
You can obtain a unique discount code, for your personal use, by subscribing to VOCLA newsletters and/or SMS deals. This discount code is unique to you, for personal purchases, for one-time use, on your first order. You will need to register an account before using the code. Therefore, the system can determine that this is your first order.
In addition, by subscribing to newsletter and/or SMS deals, you will receive details of sales, offers, and exclusive discount codes. If you would like to receive birthday offers, you can opt to add your date of birth.
You can sign up by using the form in the footer of this website or by completing the subscription form within your customer account.
You can unsubscribe at any time. Unsubscribe either at the bottom of any newsletter, or by contacting us, in line with our privacy policy.
SUBSCRIPTION CLUB TERMS
1) In General
These VA CLUB terms and conditions, together with the VOCLA Terms and Conditions and VOCLA Privacy Policy govern how VOCLA Limited (‘VOCLA®’) conducts business with you in relation to the VA CLUB, a men’s underwear subscription service, operated by VOCLA Limited. The term ‘VA CLUB’ refers to the Services and Goods provided by the VOCLA® subscription service. The terms ‘VOCLA’, ‘we’, ‘us and ‘our’ refer to VOCLA Limited. VOCLA Limited’s registered office is Unit 2, Tilson Road, Roundthorn Industrial Estate, Manchester, UK, M23 9GF, and whose company registration number is 07910951, registered with the Registrar of Companies for England and Wales. The terms ‘you’ and ‘your’ refer to the subscriber of the VA CLUB Subscription. The term ‘Website’ refers to www.VOCLA.com. By using the services of the VA CLUB (collectively, the ‘Services’) and purchasing products (collectively, the ‘Goods’), you are agreeing to all of the VA CLUB Terms and Conditions set out on this page and the VOCLA Privacy Policy. VOCLA® may change these VA CLUB Terms and Conditions at any time without prior notice. You should check these terms regularly to take notice of any changes made. Your continued use of the Website and your Subscription to the VA CLUB after any such changes constitutes your acceptance of any new VA CLUB Terms and Conditions. Where the VA CLUB Terms and Conditions require you to provide written notification to VOCLA®, this can be done by e-mailing contact@vocla.com
2) VA CLUB Subscription
The VA CLUB is a men’s underwear subscription service. The VA CLUB is available for delivery to the countries listed within the Further Answered Questions on the VA CLUB page of the Website. VOCLA® has the right to change the countries to which the VA CLUB is available at any time, either by way of a temporary suspension or removal of Services. VOCLA® will inform you if this affects you and offer a cancellation or alternative Service. When you subscribe to the VA CLUB, you will select the number of pairs of underwear, the waist size, the style (jockstrap, brief or boxer) and the frequency (every month or every quarter) that you wish to receive Goods. The date of the month that you place your initial Subscription will become the date that we take payments for future Subscriptions (your ‘Payment Date’). If your Payment Date is on 31st of a month, payment will be taken on the last day of each month. Your credit or debit card details that you specify for your initial Subscription and/or update within your account over time, will become your ‘Payment Method’. These selections and choices collectively become your ‘Subscription’. VOCLA® will select underwear for you each month. You will not be aware of what that underwear will be, other than the selections that you have made for your Subscription – the number of pairs, the size and the style.
3) VA CLUB Account
As a subscriber of the VA CLUB, you are provided with an online account (your ‘VA CLUB Account) where you can manage your Subscription at www.VOCLA.com (the ‘Website’). You can change your Subscription selections within your online VA CLUB Account or by contacting VOCLA®. Changes need to be made prior to your next Payment Date for those changes to take effect. Access to your VA CLUB Account is permitted on a temporary basis, and we reserve the right to withdraw or amend the Services without notice and for any reason, including access to your VA CLUB Account, which may result in the forfeiture and destruction of all information associated with you. We will not be liable if for any reason your account is unavailable at any time or for any period.
4) Terms of Sale
By creating a Subscription with the VA CLUB, you are offering to purchase Goods and receive Services subject to the following VA CLUB Terms and Conditions.
4.1. Our Contract
When subscribing, you undertake that all details within your VA Account are true and accurate. When you subscribe, you will receive an acknowledgement e-mail confirming your Subscription. A contract between us to provide each Subscription, will not be formed until we have received payment in full and as cleared funds for that month’s or quarter’s Subscription. VOCLA® retains the right to cancel and refund any Subscription for any reason and at any time.
4.2. Pricing
Your Subscription fee along with any postage and packaging costs are detailed on your initial e-mail confirmation of your Subscription and within your VA CLUB Account. The Subscription fee is inclusive of VAT at the United Kingdom’s rate if delivery of your Subscription is within the United Kingdom. Your Subscription fee does not include VAT, if delivery of your Subscription is outside the United Kingdom and therefore no VAT refund, deduction or reclaim will be made. Subscription prices are set at the time of your initial Subscription. Prices are subject to change at any time, but VOCLA® we will give you at least 30 days’ notice and offer you the option to cancel your Subscription. Future subscribers may be offered a different price. You may cancel your Subscription and re-start a new Subscription at a new price if you wish.
4.3. Payment
Your Subscription fee along with any postage and packaging costs is taken as a recurring payment on your Payment Date. Payment can be taken by any method shown on the Website, but you must possess a valid credit or debit card issued by a bank acceptable to us. You must be the authorized user of the credit or debit card. You may change the payment method within your VA CLUB Account in advance of your Payment Date. VOCLA does not accept payment by Klarna, Clearpay or PayPal for subscription products. It is your responsibility to ensure that there are sufficient funds to cover the cost of the Subscription. If your payment method fails for any reason, we will attempt to take payment each week for two weeks following your Payment Date, after which your Subscription will be cancelled or paused. For debit/credit card payments, you will be e-mailed 7 days prior to a subscription renewal and when your card is due to expire, so this can be updated. Goods will not be dispatched until payment of cleared funds is received.
4.4. Discount Codes and Promotions
We may from time to time offer promotional discount codes which may apply to the VA CLUB. The terms and conditions of use relating to any discount code will be specified at the time of issue. VOCLA® reserves the right to vary the terms at any time. VOCLA® may reject the use of or remove the availability of a discount code at any time and for any reason. Only one discount code may be used for each purchase. Discount codes do not apply to postage and packaging charges, unless otherwise specified. Discount codes must be applied at the time and place that they are valid and will not be applied retrospectively after a payment has been taken for Goods or Services. If a subscription is made using a discount code or any other discount, and the subscription is cancelled before dispatch, VOCLA® reserves the right to not dispatch the subscription box and to refund the subscriber instead, on the basis that this behaviour indicates that the customer had no real intention of subscribing.
4.4.1. Recurring Discounts Where a recurring discount is applied (ie a discount over a set number of payments), the subscription cannot be cancelled during that period. If the subscription is switched to another style, the recurring discount won’t roll-over to the new style.
4.4.2. First Box Discount Where a discount is given on the first box, that deal is limited to one use per subscriber. The first box dispatched will be made up from previous months’ subscription products. Therefore, if a current subscriber subscribes to another box, they are likely to receive a product that they have already received.
4.5. Deliveries
Once payment has cleared in full, VOCLA® aims to dispatch your Subscription within 3 working days. Your Subscription will be delivered to the address given on your VA CLUB Account. It is your responsibility to ensure that the delivery address is correct. You can change your address prior to your Payment Date by either contacting VOCLA® or by changing your delivery address within your VA CLUB Account. Deliveries are only made to locations that can be serviced by the United Kingdom’s Royal Mail and its partners. VOCLA® cannot dispatch parcels to PO Box or drop box addresses. VOCLA® may withdraw delivery services at any time. Delivery times are not guaranteed and are subject to any delays resulting from postal delays, Customs processing or force majeure for which we will not be responsible, including any loss or damage suffered by you through reasonable or unavoidable delay in delivery. Please refer to the Further Answered Questions section on the VA CLUB Website page for estimated delivery times. All parcels either have a GPS barcode that is scanned on delivery by the Royal Mail and used to determine the exact location of delivery, a tracking barcode to show the whereabouts of the parcel or a signature service where the recipient signs for acceptance of the parcel. If any of these confirm that a parcel has been delivered and/or signed for receipt on delivery, VOCLA® will not consider the parcel to be lost. Parcels may be left with a neighbour or can be held at local post offices or postal collection points if the recipient is not available to accept the parcel at the time of delivery. Tracking details are provided to customers by e-mail when an International tracked service is selected as part of the Subscription. Tracking details are provided by e-mail. It is your responsibility to ensure that the correct e-mail is provided so you can receive the tracking details. VOCLA® cannot be held responsible if e-mails cannot be delivered due to factors outside our control, such as spam filters, firewalls and incorrect e-mail addresses. Goods are not considered to be lost until after 10 working days for deliveries within the United Kingdom and 20 working days past the expected delivery date for International deliveries, if the tracking shows that the Goods have cleared Customs authorities. If Goods are lost, VOCLA® will check all available tracking details and then send replacement Goods if available. It is the policy of VOCLA® to send replacement Goods if available rather than issue a refund. You must notify us of a missing parcel within 30 days of dispatch. Notification of a missing parcel received after 30 days will be handled at our discretion. You must tell VOCLA® if a parcel is later delivered that was previously considered to be lost. VOCLA® will consider whether to send a pre-paid mailing bag for you to return those Goods or to re-charge for the Goods. If you fail to take delivery of the Goods or provided an incorrect or incomplete delivery address which did not allow the Goods to be delivered, we will contact you to re-arrange delivery. You may be charged the additional cost of delivery. At the discretion of VOCLA®, the cost that VOCLA® paid for any postage, may be deducted from any refund.
4.6 Customs
When ordering Goods from VOCLA® for delivery outside the EU you or the recipient may be subject to import duties, taxes and fees which are levied according to local Customs policies and/or laws. VOCLA® cannot be responsible for the payment of these. Customs authorities may open and inspect packages. Customs processing may cause delays to delivery of parcels, of unlimited length. VOCLA® is unable to contact Customs authorities whilst they process a parcel.
4.7. Title and Risk
The ownership of the Goods shall not pass to you until VOCLA® has received cleared funds in full for your Subscription plus all other sums which are due. The Goods are at your risk from the time of delivery.
4.8. Cancellations
You have the right to cancel your Subscription at any time prior to your Monthly Payment Date through your online VA Account or by informing VOCLA® in writing.
4.9. Returns and Exchanges
The VA CLUB does not allow returns or exchanges due to the intimate nature of underwear products, for hygiene reasons and because the VA CLUB is based on the premise that you receive mystery underwear selected by VOCLA®, effectively at a discount to the recommended retail price. It is your responsibility to ensure that the selections you make within your VA CLUB Account for size, style and quantity remain appropriate. In the case of faulty Goods we shall, after receiving written notification of the fault, ask you to return the Goods yourself and refund your reasonable postage costs or alternatively provide you with a pre-paid mailing bag, access to a Tracked Returns Service or pre-paid postage label to return the Goods. If you are able to provide photographic evidence of any fault, we may not then require the Goods to be returned. In the case of Goods that develop a fault over time, VOCLA® will consider refunds for Goods that were purchased within the last three months. VOCLA® will provide replacement Goods where available, to replace faulty Goods. If replacement Goods are not available, VOCLA® will either provide an alternative or refund you. But VOCLA® will not provide replacement Goods or refunds where the washing instructions of Goods have not been correctly followed or where it is considered that there has been unreasonable care or wear and tear. Any refunds due within 7 days of the Goods being received back or within 7 days of our agreement to refund you. Refunds will be made in the same manner as the original payment.
13th December: Belgium, Canada, Croatia, Hungary, Iceland, Luxembourg, South Korea, USA
16th December: France, Germany, Hong Kong, Ireland, Japan, Netherlands, Singapore, Switzerland
However, for our International Express services (DPD, Fedex) our last posting date is 18th December.
Please note that orders placed before 3pm are dispatched on the same working day.
TRACK YOUR ORDER
NEWSLETTER & SMS SUBSCRIPTION
Our newsletters will inform you of new styles, collections & brands, plus we offer advance notice of a sale and exclusive subscriber deals.
You can also subscribe to our SMS deals where we send ad hoc offers.
Unsubscribe and change your preferences at any time, in line with our privacy policy.
Enter your date of birth if you are interested in receiving a personalized birthday discount. You do not have to complete the date of birth to subscribe.
SIGN-UP USING THE FORM IN THE WEBSITE FOOTER.
PRICE MATCH GUARANTEE
The VOCLA price match guarantee offers you peace of mind that you won’t find the price cheaper anywhere else. We offer this price guarantee because we charge the lowest RRP allowed by each brand. VOCLA is an authorized retailer for every brand that we sell, sourcing directly from the brands, therefore guaranteeing authenticity. If we source directly from the brands and charge the lowest RRP that we are allowed, we are confident that VOCLA offers the best price on our authentic branded products.
The VOCLA price match guarantee offers you a refund of the price difference, within 14 days of your purchase, against any online authorized brand retailer.
The terms of the VOCLA price guarantee are:
Show Us: Provide a URL link to the website where you saw the product cheaper. VOCLA will price guarantee against other online stores because we can easily compare prices.
Authorized Retailers: The other website must currently be an authorized retailer for the brand. This excludes marketplaces such as eBay, Amazon, or AliExpress. These marketplaces often contain fake products sold by unauthorized dealers.
Time Limit: Request the price match within 14 days of your purchase.
Regular Price – VOCLA will match the regular price of the product. Sale prices, discounts including discount codes, vouchers, special offers, or loyalty points will not be considered.
Currency – The price should be in a currency that we accept. It will need to be in the currency with which you pay at VOCLA. For example, a UK customer would pay in GBP, so we would price match to another GBP price. A US customer would pay in USD, so we would price match to another USD price.
Full Cost of Supply – We will price guarantee the full cost of supply. This means the price at the other store, plus any sales taxes such as VAT, delivery charges, import taxes, and customs duties. That’s the true ‘full’ cost that you would have to pay to get the product from the other store.
To apply the price guarantee, please complete the form. Someone will check the information and respond within 1 working day.
EU DELIVERED DUTY PAID SERVICES
VOCLA operates a ‘landed cost’ service for delivery to the following countries:
Austria, Belgium, Cyprus, France, Germany, Ireland, Luxembourg, Malta, Netherlands, Norway, Portugal, Sweden, Switzerland
This system allows customers to pay for any customs duties and/or import taxes at our checkout. VOCLA then dispatches your parcel with ‘delivered duty paid’ terms. We pay your duties and taxes to our courier, and they pay them to your customs department when the parcel arrives in your country.
This system has several benefits:
Your parcel should clear through customs faster, allowing for quicker overall delivery
You won’t be charged a handling fee by VOCLA or by the courier delivering the parcel, so you will save some money
You can see what the total ‘landed cost’ of your order is, directly on our checkout. You should not be charged extra amounts on delivery
The courier can deliver the parcel to your home, rather than to a local post office
You will nolonger need to attend a post office or make a phone call to pay duties/taxes, so it is much more convenient
However, there is one disadvantage. If you need to return items, VOCLA is unable to refund the duties/taxes paid on the returned items. This is because the duties/taxes have been paid over to your tax office. You will need to request a refund from your tax office.
Most euro prices on our website are discounted, to reflect that no UK VAT is included. Where the landed cost, delivered duty paid option, is available, import VAT and any customs charges will be added to your order. You will see the calculation on the basket and at the checkout. The calculation depends on a number of factors:
Tax thresholds– some countries have a threshold and below this, you will not be charged import taxes. However, most countries, particularly EU countries, have a zero threshold, and you will be charged import VAT, at the VAT rate applicable to your country.
Customs thresholds– EU countries have a threshold of €150, so you will not be charged customs duties on orders below €150. If your order is larger value, you may wish to split the order into two, to save on customs duties
Free trade agreements– we dispatch goods from the UK, but the products are manufactured around the world. We have to declare the original country of manufacture. This is given on the ‘product information’ tab, for every product page. If the country is one with which your country holds a free trade agreement, you should not be charged customs duties. For example, the EU has free trade agreements with the UK, and other EU countries. Therefore, EU customers should not be charged customs duties on any brand manufactured in those countries.
If you need any help, please just let us know. We cannot provide tax advice, but can help guide you.
We are not allowed to change the values of your items and order, to reduce the cost of import VAT and/or customs duties. This would be fraud. The parcel would be at risk of being seized. Therefore, can we politely ask that you please do not make such requests.
Dieses System ermöglicht es Kunden, etwaige Zölle und/oder Einfuhrsteuern an unserer Kasse zu bezahlen. VOCLA versendet Ihr Paket dann zu den Bedingungen „geliefert verzollt“. Wir zahlen Ihre Zölle und Steuern an unseren Kurier, und dieser zahlt sie an Ihre Zollabteilung, wenn das Paket in Ihrem Land ankommt.
Dieses System hat mehrere Vorteile:
Ihr Paket sollte den Zoll schneller passieren, was eine schnellere Gesamtzustellung ermöglicht
Ihnen wird weder von VOCLA noch vom Kurier, der das Paket ausliefert, eine Bearbeitungsgebühr berechnet, sodass Sie etwas Geld sparen
Sie können direkt an der Kasse sehen, wie hoch die Gesamteinstandskosten Ihrer Bestellung sind. Bei der Lieferung sollten Ihnen keine zusätzlichen Beträge in Rechnung gestellt werden
Der Kurier kann das Paket zu Ihnen nach Hause liefern, anstatt es an eine örtliche Postfiliale zu schicken
Sie müssen nicht mehr zur Post gehen oder anrufen, um Zölle/Steuern zu bezahlen, was viel bequemer ist
Allerdings gibt es einen Nachteil. Wenn Sie Artikel zurücksenden müssen, ist VOCLA nicht in der Lage, die für die zurückgegebenen Artikel gezahlten Zölle/Steuern zu erstatten. Dies liegt daran, dass die Abgaben/Steuern an Ihr Finanzamt abgeführt wurden. Sie müssen eine Rückerstattung bei Ihrem Finanzamt beantragen.
Die meisten Euro-Preise auf unserer Website sind ermäßigt, um zu verdeutlichen, dass keine britische Mehrwertsteuer enthalten ist. Wenn die Option „Einstandspreis, Lieferung verzollt“ verfügbar ist, werden Ihrer Bestellung Einfuhrumsatzsteuer und etwaige Zollgebühren hinzugefügt. Die Berechnung sehen Sie im Warenkorb und an der Kasse. Die Berechnung hängt von mehreren Faktoren ab:
Steuerschwellenwerte– In einigen Ländern gibt es einen Schwellenwert. Unter diesem Schwellenwert werden Ihnen keine Einfuhrsteuern berechnet. In den meisten Ländern, insbesondere in EU-Ländern, gilt jedoch ein Nullschwellenwert, und Ihnen wird die Einfuhrumsatzsteuer in Höhe des für Ihr Land geltenden Mehrwertsteuersatzes berechnet.
Zollschwellenwerte– In EU-Ländern gilt ein Schwellenwert von 150 €, sodass Ihnen für Bestellungen unter 150 € keine Zölle berechnet werden. Wenn Ihre Bestellung einen größeren Wert hat, können Sie die Bestellung in zwei Teile aufteilen, um Zollgebühren zu sparen
Freihandelsabkommen– wir versenden Waren aus Großbritannien, die Produkte werden jedoch auf der ganzen Welt hergestellt. Wir müssen das ursprüngliche Herstellungsland angeben. Dies wird auf der Registerkarte „Produktinformationen“ für jede Produktseite angegeben. Wenn es sich bei dem Land um eines handelt, mit dem Ihr Land ein Freihandelsabkommen hat, sollten Ihnen keine Zölle berechnet werden. Beispielsweise hat die EU Freihandelsabkommen mit dem Vereinigten Königreich und anderen EU-Ländern. Daher sollten EU-Kunden keine Zölle auf in diesen Ländern hergestellte Marken erhoben werden.
Wenn Sie Hilfe benötigen, lassen Sie es uns einfach wissen. Wir können keine Steuerberatung anbieten, können Ihnen aber behilflich sein.
Es ist uns nicht gestattet, den Wert Ihrer Artikel und Ihrer Bestellung zu ändern, um die Kosten für die Einfuhrumsatzsteuer und/oder Zölle zu senken. Das wäre Betrug. Es besteht die Gefahr, dass das Paket beschlagnahmt wird. Daher können wir Sie höflich darum bitten, solche Anfragen nicht zu stellen.
Ce système permet aux clients de payer les éventuels droits de douane et/ou taxes d’importation à notre caisse. VOCLA expédie ensuite votre colis dans les conditions de « rendu droits acquittés ». Nous payons vos droits et taxes à notre transporteur, et celui-ci les paie à votre service des douanes lorsque le colis arrive dans votre pays.
Ce système présente plusieurs avantages :
Votre colis devrait être dédouané plus rapidement, ce qui permettra une livraison globale plus rapide.
Aucun frais de traitement ne vous sera facturé par VOCLA ou par le transporteur livrant le colis, vous économiserez donc de l’argent
Vous pouvez voir quel est le « coût au débarquement » total de votre commande, directement sur notre page de paiement. Aucun montant supplémentaire ne devrait vous être facturé à la livraison
Le coursier peut livrer le colis à votre domicile plutôt qu’à un bureau de poste local.
Vous n’aurez plus besoin de vous rendre dans un bureau de poste ou de passer un appel téléphonique pour payer les droits/taxes, c’est donc beaucoup plus pratique.
Il existe cependant un inconvénient. Si vous devez retourner des articles, VOCLA n’est pas en mesure de rembourser les droits/taxes payés sur les articles retournés. En effet, les droits/taxes ont été versés à votre bureau des impôts. Vous devrez demander un remboursement à votre bureau des impôts.
La plupart des prix en euros sur notre site Web sont réduits, pour refléter le fait qu’aucune TVA britannique n’est incluse. Lorsque l’option coût au débarquement, rendu droits acquittés, est disponible, la TVA à l’importation et les éventuels frais de douane seront ajoutés à votre commande. Vous verrez le calcul sur le panier et à la caisse. Le calcul dépend de plusieurs facteurs :
Seuils fiscaux– certains pays ont un seuil et en dessous, aucune taxe d’importation ne vous sera facturée. Cependant, la plupart des pays, notamment les pays de l’UE, ont un seuil zéro, et la TVA à l’importation vous sera facturée, au taux de TVA applicable à votre pays.
Seuils douaniers– Les pays de l’UE ont un seuil de 150 €, vous ne serez donc pas facturé de droits de douane sur les commandes inférieures à 150 €. Si votre commande est d’une valeur plus importante, vous souhaiterez peut-être la diviser en deux, pour économiser sur les droits de douane.
Accords de libre-échange: nous expédions des marchandises depuis le Royaume-Uni, mais les produits sont fabriqués dans le monde entier. Nous devons déclarer le pays de fabrication d’origine. Celle-ci est indiquée dans l’onglet « informations sur le produit », pour chaque page produit. Si le pays est un pays avec lequel votre pays a conclu un accord de libre-échange, aucun droit de douane ne devrait vous être facturé. Par exemple, l’UE a conclu des accords de libre-échange avec le Royaume-Uni et d’autres pays de l’UE. Par conséquent, les clients de l’UE ne devraient pas se voir imposer de droits de douane sur les marques fabriquées dans ces pays.
Si vous avez besoin d’aide, n’hésitez pas à nous le faire savoir. Nous ne pouvons pas fournir de conseils fiscaux, mais pouvons vous guider.
Nous ne sommes pas autorisés à modifier les valeurs de vos articles et de votre commande, afin de réduire le coût de la TVA à l’importation et/ou des droits de douane. Ce serait une fraude. Le colis risquerait d’être saisi. Par conséquent, pouvons-nous poliment vous demander de ne pas faire de telles demandes.
Met dit systeem kunnen klanten bij het afrekenen eventuele douanerechten en/of invoerbelastingen betalen. VOCLA verzendt uw pakket vervolgens onder de voorwaarden ‘delivered duty betaald’. Wij betalen uw invoerrechten en belastingen aan onze koerier, en zij betalen deze aan uw douaneafdeling wanneer het pakket in uw land aankomt.
Dit systeem heeft verschillende voordelen:
Uw pakket zou sneller door de douane moeten gaan, waardoor een snellere algehele levering mogelijk is
Er worden geen administratiekosten in rekening gebracht door VOCLA of door de koerier die het pakket aflevert, dus u bespaart wat geld
Wat de totale ‘landed cost’ van uw bestelling is, kunt u direct bij het afrekenen zien. Er mogen bij de bezorging geen extra bedragen in rekening worden gebracht
De koerier kan het pakket bij u thuis afleveren, in plaats van op een plaatselijk postkantoor
U hoeft niet langer naar een postkantoor te gaan of te bellen om invoerrechten/belastingen te betalen, dus het is veel handiger
Er is echter één nadeel. Als u artikelen moet retourneren, kan VOCLA de over de geretourneerde artikelen betaalde invoerrechten/belastingen niet terugbetalen. Dit komt omdat de heffingen/belastingen zijn afgedragen aan uw belastingkantoor. U dient een teruggaaf aan te vragen bij uw belastingkantoor.
Op de meeste europrijzen op onze website zijn kortingen gegeven, om aan te geven dat er geen Britse BTW is inbegrepen. Indien de optie voor landkosten, geleverd met betaalde rechten, beschikbaar is, worden invoer-btw en eventuele douanekosten aan uw bestelling toegevoegd. De berekening ziet u in het winkelmandje en bij het afrekenen. De berekening is afhankelijk van een aantal factoren:
Belastingdrempels– sommige landen hebben een drempel en daaronder worden er geen importbelastingen in rekening gebracht. De meeste landen, met name de EU-landen, hebben echter een nuldrempel en er wordt bij invoer btw in rekening gebracht tegen het btw-tarief dat van toepassing is op uw land.
Douanedrempels– EU-landen hanteren een drempel van € 150, dus voor bestellingen onder de € 150 worden er geen douanerechten in rekening gebracht. Als uw bestelling een grotere waarde heeft, kunt u de bestelling in tweeën splitsen om douanerechten te besparen
Vrijhandelsovereenkomsten– wij verzenden goederen vanuit Groot-Brittannië, maar de producten worden over de hele wereld vervaardigd. Wij moeten het oorspronkelijke land van fabricage opgeven. Dit staat bij iedere productpagina vermeld op het tabblad ‘productinformatie’. Als het land een land is waarmee uw land een vrijhandelsovereenkomst heeft, hoeven er geen douanerechten in rekening te worden gebracht. De EU heeft bijvoorbeeld vrijhandelsovereenkomsten met Groot-Brittannië en andere EU-landen. Daarom mogen EU-klanten geen douanerechten in rekening worden gebracht voor merken die in die landen zijn vervaardigd.
Als u hulp nodig heeft, laat het ons dan weten. Wij kunnen geen fiscaal advies geven, maar kunnen u wel begeleiden.
Het is ons niet toegestaan de waarden van uw artikelen en bestelling te wijzigen, om de kosten van invoer-BTW en/of douanerechten te verlagen. Dit zou fraude zijn. Het pakket dreigt in beslag te worden genomen. Mogen wij u daarom beleefd verzoeken dergelijke verzoeken niet te doen.
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