RETURNS
You can return items to VOCLA within 30 days of receipt (60 days on International orders), 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:
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:
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 (60 days on international orders ie outside UK) 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 and VA CLUB subscriptions as these products are sold on the basis that they are a ‘mystery’
- Gift boxes and wrapping as these represent a service that is used once the gift box and wrap has been delivered
- Underwear/swimwear padding, for hygiene reasons
- Any used products
Items that form part of a bundle deal, or ‘VA Look’, can be returned for an exchange in size or colour. But if returned for a refund, the deal saving/discount would be deducted from the refund, as if you had purchased each item separately, rather than as a bundle deal. Or you can return the whole bundle for a refund.
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.
Copyright © VOCLA Limited. All rights reserved. All content, the layout of this website, images, and blog articles are registered with the UK Copyright Service. Registration No: -284730289-