Here are answers to the questions we are asked most often. Can’t find what you need? Visit our Contact Us page – our chat support is available 24/7.

Ordering

How do I place an order?

Browse our categories, choose your item and click Add to basket. Go to the basket, click Checkout, enter your delivery and billing details, choose a payment method shown at checkout and confirm. You will receive an order confirmation email straight away. Orders placed before 12:00 PM (UK time), Monday to Friday, start processing the same business day.

Can I cancel my order?

Yes. You can cancel free of charge at any time before your order is dispatched by emailing support@voticon.com or calling +44 7405 671467. After dispatch, you can still cancel within your 14-day cooling-off period and receive a refund within 14 days. Full details are in our Order Cancellation Policy.

Can I change my shipping address?

Yes, as long as the order has not been dispatched. Email support@voticon.com with your order number and the new address as soon as possible. Once an order has been handed to the courier, we may not be able to change it, but we will try to help with the courier.

Shipping

Do you ship nationwide?

Yes. We deliver free to every address in the United Kingdom – England, Scotland, Wales and Northern Ireland – with the same delivery time of 3–6 business days (1–2 days processing + 2–4 days transit). We do not currently ship outside the UK. See our Shipping Policy.

How are large items delivered?

Our handbags, clutches and wallets are all sent as standard tracked parcels, so there are no large or pallet deliveries and no extra charges. Larger totes are simply packed in a bigger protective box. You can read more in our Freight Shipping Policy.

Will the carrier call before delivery?

Couriers do not usually call before delivering a parcel. Instead, you will receive email and/or SMS notifications with your tracking link and delivery window. Please make sure your phone number and email are correct at checkout so the courier can contact you if needed.

How do I track my order?

When your order is dispatched we email you a tracking number and link. Click the link to follow your parcel. If you have not received tracking within 2 business days of ordering, contact us at support@voticon.com.

Products

What is included?

You receive the item exactly as shown in the product photos, including any detachable straps, chains, charms or tassels shown. Items are carefully packed to protect their shape and hardware. Our products arrive ready to use – see our Assembly & Installation Policy.

Is a warranty included?

Yes. Every Voticon product comes with a 12-month warranty against manufacturing defects in materials and workmanship, in addition to your statutory rights under the Consumer Rights Act 2015. See our Warranty & Replacement page.

Returns

What is your return policy?

You can return unused items in their original condition within 30 days of delivery. You also have a 14-day cooling-off period under UK law. Refunds are made within 14 days of us receiving the item back (or proof you have sent it), and there are no restocking fees. See our Refund & Return Policy.

What if my item arrives damaged?

Please contact us within 48 hours of delivery at support@voticon.com with your order number and photos of the item and packaging. We will send a free replacement or give a full refund, and we cover any return shipping. This does not affect your statutory rights.

Who pays return shipping?

For change-of-mind returns, the customer pays the return shipping cost. If the item is damaged, faulty or not what you ordered, Voticon pays for the return and provides a prepaid label.

Voticon Policies at a Glance

  • Delivery time: 1–2 business days processing + 2–4 business days transit = 3–6 business days total, free to every UK address (see our Shipping Policy).
  • Order cut-off time: orders placed before 12:00 PM (UK time), Monday to Friday start processing the same business day.
  • Maximum delivery time: every order is delivered within 30 days of purchase, unless agreed otherwise with you.
  • Order cancellation: accepted – free of charge before dispatch, and under your 14-day cooling-off right after dispatch (Order Cancellation Policy).
  • Cooling-off period: 14 days from the day after you receive your order.
  • Refunds & returns: accepted within a 30-day return window from delivery (Refund & Return Policy).
  • Refund timing: within 14 days of cancellation / receiving the item back.
  • Return shipping costs: paid by the customer for change-of-mind returns; paid by Voticon for damaged, defective or incorrect items.
  • Restocking fees: none – Voticon never charges a restocking fee.
  • Warranty: 12-month Voticon warranty against manufacturing defects (Warranty & Replacement).

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