RETURNS

The returns process is:

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

UK RETURNS

VOCLA offers a 30-day return period from the time of delivery.

There are two options to process a return:

1. Royal Mail Tracked Returns

Generate a returns label with Royal Mail Tracked Returns. Search for ‘VOCLA.’ Don't worry if you don't have a printer, the Royal Mail will email the label or a QR code, which you can show at the Post Office, and they will print the label for you. 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 £4 from your refund to cover the cost of the Tracked Return. 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, such as really small and flat items less than 2cm high, it will be cheaper to not use this service).

This service is tracked and is guaranteed against loss & damage - you still get your refund even if the Royal Mail lose or damages the parcel.

2. 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

VOCLA offers a 60-day return period from the time of delivery.

Take the parcel to a Post Office or local courier and add postage. It is your choice who you use, but you will usually find that the local postal service is the most cost effective and whilst slow, you do have 60 days to reutrn items. Some national postal service will allow you to create labels online and collect the parcel from you.

If you would like to use a courier, you could try Tranglobal Express. We use them for our express services. They offer a range of express international services but these options are not usually cost effective for returns.

Please address to:

VOCLA Limited
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.

Refunds are processed within 7 days of the goods arriving back at VOCLA, where goods meet the terms of the returns policy.

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 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 (or 60 days for orders delivered outside the UK).
  • 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.

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 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