RETURNS

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

SUMMARY RETURNS INFORMATION

  • Returns period: UK orders may be returned within 30 days of delivery. International orders may be returned within 60 days of delivery.
  • Condition: Products must be unused and unworn, with all original manufacturer, branded, barcode and product-identification tags attached, and returned with their original product packaging.
  • Trying on products: Please try underwear and swimwear on over clean underwear. Products must be free from fragrance, deodorant, smoke, marks and other signs of wear.
  • Product tags: Please do not remove product tags if you may wish to return an item. Removing or losing manufacturer tags can substantially reduce the value of a product and may prevent it from being resold as new.
  • Product packaging: Please take reasonable care of manufacturer and retail packaging. Do not unnecessarily cut, tear, write on, tape or otherwise damage packaging where it can be opened normally. This does not refer to the outer postal or courier packaging.
  • Reason for return: No explanation is required for a standard return.
  • Return authorisation: Not required, although you are welcome to contact us before returning an item.
  • Return costs: You are normally responsible for return postage. Different arrangements apply where an item is faulty, incorrect or not as described.
  • Return courier: You may use any suitable postal service or courier.
  • Return address: VOCLA Limited, Unit 2, Tilson Road, Roundthorn Industrial Estate, Manchester, M23 9GF, United Kingdom.
  • Refunds: We refund amounts due to your original payment method. We do not charge a restocking fee. Where statutory cancellation rights apply, the cost of our standard delivery service will also be refunded. Any additional amount paid for an upgraded delivery service is not refundable.
  • Diminished value: If a product has been handled beyond what is reasonably necessary to inspect it and this reduces its value, we may make an appropriate deduction from the refund where permitted by law.
  • Royal Mail Tracked Returns: A prepaid return service is available. £4 is deducted from your refund when this service is used, except where we have agreed to cover the return cost, for example where goods are faulty, incorrect or not as described.
  • Special terms: Additional conditions apply to promotional gifts and Shop the Look bundles.

EXCHANGES

If you would like a different size, colour or product, please place a new order online and return your unwanted item.

This is faster than processing an exchange and allows the replacement product to be dispatched immediately.

RETURNS PROCESS

1. Check the returns policy to make sure your return meets the applicable conditions.
2. Pack the items securely for return.
3. Include your packing slip or a note containing your name and order number so that we can identify the return. Failure to include identifying information may delay processing.
4. Send the parcel using the appropriate service for your location (see your options below).
5. Obtain and retain proof of posting until your return has been processed.

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 loses 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:

* Print at home

* 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

Return Period

VOCLA offers an extended voluntary returns period of 30 days from delivery for UK 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.

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.