FAQs

How Long after receiving my confirmation email, will I be able to track my order?

Your order number will be on your dispatch email. Once Royal Mail have collected your item you will then be able to track your order.

Can I cancel or edit my order? 

As soon as you place your order, we aim to have all orders out as soon as possible. In some instances we may be able to change/ or edit an order please contact us on our customer support email for further help and assistance on this. More information can be found on our contact us 

How do I return/ exchange my items?

Any unwanted items can be returned to us for a refund/exchange. Please note all items must be unworn and unwashed with the original labels attached.

  • Repack your items. Use the original bag that your order came in. If you no longer have this pop your items in a waterproof and sealable bag.
  • Use the order invoice received in your delivery and fill in section for exchange and refunds stating which you would like. 
  • Put this paper with your returns and seal this up.
  • Return your item to VOI London, Brockholes Pavilion Claughton Industrial Estate, Brockholes Way, Claughton-on-Brock, Preston PR3 0PZ

 

Once we have received this we will issue a refund / exchange as requested. Please allow between 3-5 working days not including weekends for refunds/exchanges to be processed

     

    For more details on our returns policy, please click here.

    I haven’t received an order invoice; how do I make a return?

    We are sorry to hear this, could you please provide us with the following detail on a blank piece of paper

    • Full Name
    • Address
    • Order number (if you have this)
    • The name of the items being returned ands if it is for an exchange or refund

     

    Once received we will be able to process your request

    Missing Items from My Order?

    We are deeply sorry to hear that you are missing an item from your order. Please check your junk/spam folder to see if an email has been sent to you regarding a product being out of stock or if your order could be arriving ion more than 1 parcel. If none of these apply and your expected delivery date has passed, then please head over to our contact us section within 14 days of your order being delivered so we can have this matter resolved for you as soon as possible.

    My tracking is showing as being returned to sender

    The carrier has been unable to deliver your parcel to you. This may have been due to the courier not being able to gain access to your property or if an incomplete shipping address was provided. If your order is showing as being returned to us, please contact us as soon as possible. To let us know if you still require your order or if you would prefer a full refund so we are able to have this processed for you.

    Delivery options and times

    Free Standard Tracked Delivery (3-5 Working Days) 

    Express Tracked Service (1 Working Day. Must be ordered before 2pm, Mon - Fri only)

    I received a faulty item. What do I do?

    We will get this resolved for you ASAP. Please send us an email with the following information;

    •  Your full name
    • Order Number
    • Product name
    • Description of the fault
    • Photo of the fault

     

    Please wait until you have spoken to a member of our customer services team before you return your item back to us, so we can make sure we get the correct item to you as quickly as possible.

    I can’t see the refund in my bank account

    Please allow between 3-5 working days for all refunds to show back into your original payment method. Please note this does not include the weekends. If it has been over this time frame, we will get this looked into ASAP just head over to our contact us section with the below information;

    • Full name
    • Order number
    • Product name of the return made
    • A photo with your proof of postage receipt

    Once we have received this, we will be able to take a further look into this matter for you.