Support Centre

UK Delivery

  • Where is my order?

Your order tracking number will have been included in your order confirmation email (remember to check your junk/spam inbox). Enter your tracking number here for updates from Royal Mail on your order - we rely solely on these updates too. 

Note that Royal Mail will only update your tracking link with information once they have attempted to deliver your parcel.

See our estimated shipping times within the below question and answer.

  • How long does delivery take for UK orders?

See our shipping policy here.

  • What happens if I'm not in when my order arrives?

Royal Mail will either attempt to redeliver your parcel the following day or hold your parcel at a local sorting office for you to collect. Information on collection will be provided by Royal Mail usually in the form of a physical note left at your chosen delivery address - VOXY will have no visibility of these instructions. If your parcel is sent to your local delivery office and you fail to collect your parcel it will be sent back to VOXY. If your parcel is sent back to us we will notify you and either arrange for your parcel to be redelivered at your cost or provide a refund for the items less shipping costs.

  • I put the wrong address on my order - what happens now?

If the shipping address on your order is incorrect your local delivery service will be unable to deliver your parcel and your parcel will be sent back to VOXY. We will notify you once your parcel reaches us in the UK and only then will we either arrange for your parcel to be redelivered at your cost or provide a refund less shipping costs. If your order is incorrectly addressed to an address that you no longer live in, VOXY cannot be held responsible for any loss that may occur. 

International Delivery

  • Where is my order?

Your parcel tracking number will have been included in your order confirmation email - remember to check your junk/spam inbox. Enter your tracking number here for updates from Royal Mail on your order - we rely solely on these updates too. See our estimated shipping times linked within the next question and answer.

  • How long does delivery take for international orders (outside of the UK)?

See our shipping policy here.

  • Do I have to pay import tax?

VOXY ships its products globally from the UK. Most countries outside of the UK are not charged import tax; some however are. It is the customers responsibility to seek confirmation on their jurisdictions import tax guidelines. If import tax charges occur they are not charged by VOXY and VOXY does not reimburse these charges. Note that VOXY is a non-EU, UK based company and has no control over whether import tax charges occur or not. 

  • What happens if I'm not in when my order arrives?

If you are not in when your parcel arrives your local delivery service will either attempt to redeliver your parcel the following day or hold your parcel at a local sorting office for you to collect - your local delivery service will provide information on how to collect your order.

If you fail to collect parcel it will be sent back to VOXY in the UK. Parcels that are redirected back to the UK are often held at international customs for a long period of time before the parcel can be shipped back to VOXY. We will notify you once your parcel reaches us in the UK and only then will we either arrange for your parcel to be redelivered at your cost or provide a refund less shipping costs. 

You will not be provided a refund for items being shipped back to the UK until the items have been received by VOXY.

  • I put the wrong address on my order - what happens now?

If the shipping address on your order is incorrect your local delivery service will be unable to deliver your parcel and your parcel will be sent back to VOXY in the UK. Parcels that are redirected back to the UK are often held at international customs for a long period of time before the parcel can be shipped back to VOXY. We will notify you once your parcel reaches us in the UK and only then will we either arrange for your parcel to be re-delivered at your cost or provide a refund less shipping costs. 

You will not be provided a refund for items being shipped back to the UK until the items have been received by VOXY.

Order Issues

  • I think my parcel is lost - what shall I do?

Use your tracking link (sent in your order confirmation email) to see your parcels latest location update. If an update has not been provided within 10 working days for UK orders and 15 working days for international orders please email support@voxyofficial.com for assistance. VOXY will raise a Royal Mail compensation claim and you will be provided with a refund either (a) once Royal Mail have accepted the compensation claim or (b) once your parcel has been located or returned to VOXY, whichever occurs first. 

  • I have placed an order but have not received email confirmation, how can I check on this?

Email support@voxyofficial.com with your order number and a member of our team will provide this confirmation for you.

  • I have received an incorrect/faulty item, what do I do?

Email support@voxyofficial.com with your order number (as well as photos of your item if it is faulty) and a member of our team will get back to you.

  • Can I cancel my order after I have placed it?

You can cancel your order if your order has not already been shipped - you will have received shipping confirmation via email. If you would like to cancel your order email support@voxyofficial.com with your order number and we will try our best to accommodate this. Please note that last minute cancellation requests may be missed.

  • Can I amend my order after I have placed it?

You can amend your order if your order has not already been shipped - you will have received shipping confirmation via email. If you would like to amend your order email support@voxyofficial.com with your order number and amendments and we will try our best to accommodate this. Please note that last minute order amendment requests may be missed.

Returns, Refunds & Store Credits

  • I don't want the item I ordered, what are my options?

Providing our Returns Terms & Conditions are met you will be eligible for a return for a (i) full refund or (ii) store credit. See our returns policy and Returns Terms & Conditions here.

  • Are my items eligible to return?

See our returns policy here. All full price and sale items except Briefs can be returned. 

  • Can I arrange an exchange?

VOXY does not offer straight exchanges. If you would like to exchange an item please select 'return for store credit' within our Returns Portal and once your items have been returned, reviewed and approved you will be sent a store credit via email which can be used to purchase your new item(s). Store credit values must be used in one go. 

  • How do I return an item?

Input details into our Returns Portal here. See our returns policy here which outlines our Returns Terms & Conditions, the returns process and expected timescales.

  • Do I have to pay postage to return an item?

Yes, if you send items back to VOXY for a refund or store credit you will be required to pay postage and VOXY will not reimburse this cost unless you are returning an item due to being sent an incorrect item. 

We strongly advise sending returning goods via a tracked delivery service. Customer is responsible for any lost returning goods - if your returning goods are not successfully delivered to VOXY, VOXY will not provide a refund or store credit. VOXY will not provide a refund or store credit until the returning goods have been received.

  • Have you got my returned item yet?

Allow up to 5 working days for your return request to be approved or rejected - you will receive a notification via email once your request has been reviewed. If your request has been approved you will be provided with steps to proceed with the return via email. Please then allow up to 10 working days from the date VOXY receives your items for your refund or store credit request to be processed.

See our Returns Terms & Conditions here. VOXY reserves the right to reject a return if the above and terms and conditions are not complied with.  

Products & Stock

  • The product I want is out of stock, when will it be restocked?

Turn on 'back in stock' notifications for the product that you want so that we know what to restock! We keep our community up to date on restocks and new drops via our socials and via our newsletter which you can sign up to at the bottom of our website. Note that "VOXY EXCLUSIVES" are not restocked, these are exclusive one-time-only drops.

  • How do gift cards work?

Once you have purchased an online gift card you will be sent an e-card for the value paid, the e-card will contain a voucher code which can be inserted at checkout.

Payment

  • I have paid for an item but have not received email confirmation, how can I check on this?

Check your junk inbox as it may be there! If not then email support@voxyofficial.com with your order number and a member of our team will provide this confirmation for you. 

Got a question that hasn't been answered or a question that you think should feature on our FAQ page? Email support@voxyofficial.com!