RETURNS

Everything you need to know about returning an item is below.

SUMMARY RETURNS INFORMATION

  • Returns period: 30 days after delivery.
  • Condition: Products must be unused and unworn, with all tags attached and in their original, undamaged packaging.
  • Trying on products: Please try underwear and swimwear on over clean underwear. Products must be free from fragrance, deodorant, smoke and other scents.
  • Non-returnable items: VA Club subscriptions, mystery underwear, gift cards, gift wrap, used products, and any products marked as non-returnable for hygiene reasons.
  • Reason for return: No explanation is required.
  • Return authorisation: Not required, although you're welcome to contact us first if you wish.
  • Return costs: Return postage is your responsibility.
  • Return courier: You may use any postal service or courier.
  • Return address: VOCLA, Manchester, M23 9GF.
  • Refunds: We refund the price paid for the products to your original payment method. We do not charge restocking fees. Original shipping costs are not refunded.
  • Refund times: We usually process refunds within a few business days of receiving your return.
  • Special terms: Additional conditions apply to free gift promotions and Shop the Look bundles.
  • Royal Mail tracked returns: Pre-paid labels are available online, at a Post Office or at a drop-off locker/shop. £4 is deducted from your refund if you use this service.

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 PROCESS

1. Check the returns policy below so you know the requirements and your rights.
2. Pack the items securely (you can reuse the original packaging).
3. Include your packing slip or a note so we know who to refund.
4. Send the parcel using the appropriate service for your location (see your options below).
5. Get proof of postage when you hand the parcel to the courier.

RETURN COURIER SERVICES

There are two options to process a return:

1. Royal Mail Tracked Returns

Return your items for £4 using the Royal Mail Returns Portal. This service is tracked, takes 2-3 working days for delivery and is guaranteed against loss or damage - you still get your refund even if the Royal Mail lose or damages the parcel.

  • To return items, please package them securely, print your Royal Mail label & attach it to your parcel.
  • There are two options to generate a label:
  1. Print at home
  2. Labels to Go (QR code) - provides a QR code by email, which can be scanned and the label printed at a Post Office, Royal Mail locker, or drop-off shop
  • Take your return to a Post Office, Royal Mail parcel locker or drop-off shop, and obtain proof of return receipt. You can find your closest location at Royal Mail service locations
  • You can track your parcel online using the Royal Mail Track & Trace service
  • Returns take approximately 2-3 working days to deliver to VOCLA®.
  • VOCLA® will deduct a flat rate fee of £4 from any refund due (except where an item is faulty or incorrect). This should be cheaper than paying for a return directly with the Post Office or other courier; you get tracking and are eligible for compensation for loss.
  • You will receive a confirmation e-mail once your return is processed.

2. Alternative Courier

You may use any tracked courier or postal service, although we don't recommend Evri as they have difficulty locating our warehouse.

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.

VOCLA ROYAL MAIL RETURNS PORTAL ►

FULL RETURNS POLICY

VOCLA® offers a simple and fair returns policy.

Return Conditions

You can return an item if:

  • It is returned within 30 days of delivery.
  • It is returned in the same condition you received it: unworn, unused, with all tags attached, and in its original undamaged packaging.

Underwear and Swimwear

If you wish to try on underwear or swimwear:

  • Please wear your own clean underwear underneath.
  • Do not try items on against bare skin.
  • Ensure items are free from perfume, deodorant, smoke, or any other scents or marks.

For hygiene reasons, underwear and swimwear that show signs of wear cannot be accepted unless they are faulty.

All returned items are inspected, including hygiene checks with a UV light, before a refund is approved.

Returning Your Items

You are responsible for the cost of returning items to us.

You can use any courier. We offer the option to use the Royal Mail Tracked Returns service, which provides tracking and guarantees a refund if your parcel is lost, and you can provide proof of posting. We deduct £4 from the refund if you choose to use this service, as the Royal Mail bills us directly for labels used.

Please take reasonable care of the items until they reach us and obtain proof of postage, as you remain responsible for the goods during transit.

Returns should be sent to:

VOCLA Limited
Unit 2, Tilson Road
Roundthorn Industrial Estate
Manchester
M23 9GF
United Kingdom

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.

Promotional Offers and Bundles

Free Gift Promotions

If you received a free item as part of a promotion, it must also be returned if you are returning the qualifying item(s) that entitled you to receive it.

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.
  • Your refund will be adjusted accordingly.

If you need a different size, colour, or item, please return the entire 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 products
  • Gift cards