Returns Policy
See all FAQs here.
Return Options
VOXY offers returns on full price and sale items for (i) full refunds, (ii) exchanges or (iii) store credits providing the below Returns Terms & Conditions are met.
Checkout Plus
Checkout Plus is an optional add-on at checkout that covers the cost of your return shipping. If you added it to your order, your return label is free whether you choose a refund, exchange or store credit – nothing is deducted from your refund, and your pre-paid label appears automatically when you start your return in our returns portal. Without Checkout Plus, the cost of the return label is deducted from your refund or store credit. Checkout Plus is currently only available to UK customers. It covers return shipping only – it does not change which items can be returned or the return period below.
Return Period
Return requests for both refunds and store credit can be made up until 14 calendar days from delivery, after this date return requests will not be accepted.
NOTE: allow up to 10 working days from your return being received by VOXY for your refund or store credit to be processed. We will issue your refund or store credit as soon as possible and once complete you will be notified via email.
What items can be returned?
Briefs: due to hygiene reasons we do not accept any returns for briefs.
Free items: free items provided to customers during a promotion cannot be returned for a refund or store credit.
All other items: all other items available on the VOXY website are eligible to return for a refund, exchange or store credit providing the below Returns Terms & Conditions are met.
Returns Terms & Conditions
VOXY will issue refunds, exchanges and store credits in accordance with the terms below:
- The return request must be made within 14 calendar days from the date of original delivery.
- Unless Checkout Plus was added to the order, the purchaser must return the item(s) at their own cost. VOXY will not reimburse return postage arranged outside of our returns portal.
- Refunds, exchanges and store credits will be provided less original shipping costs. Checkout Plus covers the return label only – original delivery charges are not refunded.
- The Checkout Plus fee is non-refundable once your order has been dispatched. If your entire order is cancelled before dispatch, the fee is refunded together with the order.
- VOXY will ship the Purchaser's exchanged product free of charge.
- Returned products must have tags intact and be returned in original packaging.
- The purchaser must make their original order number clear within or on their returning package, if the order number is unclear VOXY will be unable to process the return against the correct purchaser account. Returns sent with a label from our returns portal (including Checkout Plus labels) are already linked to your order.
- The purchaser remains responsible for goods until they are returned to VOXY. It is for this reason that we advise returning goods via a tracked shipping service. Labels issued through our returns portal, including Checkout Plus labels, are tracked – please keep your proof of postage. If your returning goods are not successfully delivered to VOXY, VOXY will not provide a refund or store credit.
- Returned products must be unworn without stains and unwashed.
- We do not accept the return of products displaying makeup stains.
- Worn products with general wear and tear cannot be returned as faulty.
- Any international "Return To Sender" orders which have been returned to VOXY due to the purchaser's actions or omissions will not be refunded until the order has been received by VOXY.
- Any international "Return to Sender" orders will not receive shipping costs as a refund. If no shipping costs were paid by the customer at the point of ordering then a shipping fee will be removed from the refund to the value paid by VOXY.
- Purchaser cannot request a refund, exchange or store credit until the goods have been delivered to the purchaser unless non-delivery is directly due to VOXY's act or omission.
- If a purchase is made using a gift card (in whole or in part), any refund for that order will be issued back to the original gift card used for payment. Refunds will not be provided in cash, credit, or to an alternative payment method.
- Store credits cannot be used alongside additional discount codes and the entirety of the store credit must be used within one purchase.
VOXY reserves the right to reject a return if the above terms are not complied with.
How long will it take for my refund, exchange or store credit to be processed?
- If you added Checkout Plus, your pre-paid label is provided as soon as you submit your return in the portal. For all other returns, allow up to 5 working days for us to approve your return request and provide information via email on returning your product.
- Allow up to 10 working days from the time we receive the product for us to review your return & process a refund or store credit. VOXY will reject your return or exchange if the products returned do not comply with the above Returns Terms & Conditions.
- Refunds may take up to 5 business days from the date of processing to be credited back to your original payment method – this is dependent on your personal bank.
- Regarding the return of international parcels that have been rejected by the purchaser, refunds and/or store credits cannot be processed until the goods have been delivered back to VOXY.
If your item complies with the terms above and you would like to return or exchange your item, please head to our returns portal quoting your order number and email address and we'll arrange it for you. If you added Checkout Plus, your pre-paid return label will be ready as soon as you've submitted your return.
EU Right of Withdrawal
This section applies to customers based in the European Union.
Under EU consumer law (Directive 2011/83/EU), EU-based customers have the right to withdraw from any eligible order within 14 days of delivery, for any reason - no explanation needed.
How to submit a withdrawal request
Visit our dedicated Withdrawal Portal to cancel your order:
Submit a withdrawal
You'll need your order number and the email address used at checkout. You can withdraw from all or part of your order.
What happens next
Once your withdrawal is submitted, you'll receive a confirmation email with return instructions. Items must be sent back within 14 days of your withdrawal being confirmed.
Refunds are issued within 14 days of us receiving your returned items, back to your original payment method. Return shipping costs are the responsibility of the customer.
