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RETURNS

You can return items to VOCLA within 30 days of receipt, in line with the VOCLA Returns Policy below. Please read the Returns Policy before returning items.

The process for returning items is:

❶ Complete the Returns Form – you can download it here:

UK RETURNS FORM

INTERNATIONAL RETURNS FORM

If you are unable to print a returns form, you can either e-mail it to us, pop a note or the original invoice inside the parcel with your order number, so we can identify the order.

❷ Package the return(s) securely and additionally enclose the Returns Form inside your parcel.

❸ Post the parcel back to us, using the following methods:

 

UK RETURNS

We have negotiated a special rate with the Royal Mail Tracked Returns service. But you can use an alternative courier.

ROYAL MAIL TRACKED RETURNS SERVICE – £3.25 FLAT FEE

Generate a returns label with Royal Mail Tracked Returns and search for ‘VOCLA.’

If you don’t have a printer, just show the Royal Mail team your e-mail label and they will sort it.

Take your return to a Royal Mail Customer Service Point or Post Office and obtain a proof of return receipt.

You can track your parcel online using Royal Mail Track & Trace.

Returns will take approximately 2-3 working days to be delivered to VOCLA®.

VOCLA® will deduct a flat rate fee of £3.25 from any refund, a special rate charged to us by Royal Mail. It is usually cheaper than paying directly with the Post Office or other courier (but please check – you may find that if your return can be sent as a large letter, it will be cheaper to not use this service). It is a tracked service and your return is guaranteed against loss & damage.

ALTERNATIVE COURIER

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

DROP OFF

You can always drop off your returns at our warehouse in Manchester: Unit 2, Tilson Road, Roundthorn Industrial Estate, Manchester, M23 9GF

 

INTERNATIONAL RETURNS

Take the parcel to a Post Office or local courier and add postage. Please address to:

VOCLA Limited (RETURNS), Unit 2, Tilson Road, Manchester, M23 9GF, UNITED KINGDOM

Please ensure that any Customs documents clearly state that the products are ‘RETURNED GOODS’ and have ‘NO COMMERCIAL VALUE’ within the description on the Customs declaration.

 

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.

If you require any help, please contact VOCLA.

You can return items to VOCLA within 30 days of receipt, in line with the VOCLA Returns Policy below. Please read the Returns Policy before returning items.

The process for returning items is:

❶ Complete the Returns Form – you can download it here:

UK RETURNS FORM

INTERNATIONAL RETURNS FORM

If you are unable to print a returns form, you can either e-mail it to us or just pop a note inside the parcel with your order number.

❷ Package the return(s) securely and additionally enclose the Returns Form inside your parcel.

❸ Post the parcel back to us, using the following methods:

UK

UK RETURNS

We have negotiated a special rate with the Royal Mail Tracked Returns service. But you can use an alternative courier.

ROYAL MAIL TRACKED RETURNS

Generate a returns label with Royal Mail Tracked Returns. Search for ‘VOCLA.’

If you don’t have a printer, just show the Royal Mail team your e-mail label and they will sort it.

Take your return to a Royal Mail Customer Service Point or Post Office and obtain a proof of return receipt. Alternatively you can arrange for the Royal Mail to collect the parcel from you. When you generate the label online, just click on ‘book your collection’.

You can track your parcel online using Royal Mail Track & Trace.

Returns will take approximately 2-3 working days to be delivered to VOCLA®.

VOCLA® will deduct a flat rate fee of £3.25 from any refund, a special rate charged to us by Royal Mail. It is usually cheaper than paying directly with the Post Office or other courier (but please check – you may find that if your return can be sent as a large letter, it will be cheaper to not use this service). It is a tracked service and your return is guaranteed against loss & damage.

ALTERNATIVE COURIER

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

DROP OFF

You can always drop off your returns at our warehouse in Manchester: Unit 2, Tilson Road, Roundthorn Industrial Estate, Manchester, M23 9GF

UK RETURNS

We have negotiated a special rate with the Royal Mail Tracked Returns service. But you can use an alternative courier.

ROYAL MAIL TRACKED RETURNS

Generate a returns label with Royal Mail Tracked Returns. Search for ‘VOCLA.’

If you don’t have a printer, just show the Royal Mail team your e-mail label and they will sort it.

Take your return to a Royal Mail Customer Service Point or Post Office and obtain a proof of return receipt. Alternatively you can arrange for the Royal Mail to collect the parcel from you. When you generate the label online, just click on ‘book your collection’.

You can track your parcel online using Royal Mail Track & Trace.

Returns will take approximately 2-3 working days to be delivered to VOCLA®.

VOCLA® will deduct a flat rate fee of £3.25 from any refund, a special rate charged to us by Royal Mail. It is usually cheaper than paying directly with the Post Office or other courier (but please check – you may find that if your return can be sent as a large letter, it will be cheaper to not use this service). It is a tracked service and your return is guaranteed against loss & damage.

ALTERNATIVE COURIER

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

 

INTERNATIONAL RETURNS

Take the parcel to a Post Office or local courier and add postage. Please address to:

VOCLA Limited (RETURNS)

Unit 2, Tilson Road

Roundthorn Industrial Estate

Manchester

M23 9GF,

UNITED KINGDOM

Please ensure that any Customs documents clearly state that the products are ‘RETURNED GOODS’ and have ‘NO COMMERCIAL VALUE’ within the description on the Customs declaration.

 

RETURNS POLICY

VOCLA® has a fair and simple returns policy. You can easily return an item. All we ask for is the following:

  • Please return items within 30 days of delivery and;
  • Please return items in a condition suitable for re-selling – unworn, in their original condition and with all tags and original packaging intact and undamaged.

If you would like to try underwear or swimwear on, please do this over other clean underwear. Please ensure that you have not been smoking or wearing perfume/deodorant because this may leave a scent or mark on items. For hygiene reasons, please do not try underwear or swimwear on against naked flesh as it would then be considered as worn. VOCLA® is unable to accept returns of worn items unless the only way to discover a fault is by wearing or washing them. All returns are checked with a UV light to ensure they are hygienic for resale.

If VOCLA® is not at fault, you will be responsible for returning the item(s) at your cost. You must take reasonable care to ensure that they are not damaged in the meantime or in transit. Please obtain a certificate of posting.

If you would like to return items, please complete the Returns Form and send this enclosed with your return(s).

When your item(s) is received back to VOCLA®, refunds are made within 7 days to the original method of payment. However, postage charges on your original order are not refundable.

The following products cannot be returned unless faulty: mystery underwear, male grooming products, face masks, VA Club subscriptions and underwear/swimwear padding.

FAULTY PRODUCTS

If your item is faulty, was miss-described or the incorrect items have been delivered, VOCLA® is at fault. In this case, please e-mail us. Please do not return products without prior consent as VOCLA® cannot refund postage costs incurred unless previously agreed. It is not always necessary to return faulty products.

If an item develops a fault within 3 months of the order, please contact us so we can send a replacement. VOCLA® will not send replacements or make refunds for items purchased over 3 months ago, where the washing instructions have not been correctly followed or where it is considered that there is unreasonable care or wear & tear.

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