Vottion Help Center

Help Center

FAQ

ARE YOU GUYS SHIPPING AS NORMAL?

We’re trying to. Minor delays are happening.

Our most recent update is that we're currently only shipping from our warehouse from Monday to Friday. However, we'll be catching up on weekend orders at the start of the week, so it may take a few days for you to receive your shipping confirmation email. So don't panic, we've received your order & are working as quickly as we can to dispatch it, without compromising the safety of our team.

We’ll be sure to communicate any significant delays with you using the email address that you enter at checkout.

OUR OPENING HOURS (UK TIME):

Weekdays - 06:00 to 22:00

Weekends - 08:00 to 16:00

HOW CAN I CONTACT YOU?

Hopefully, you'll find the answer you need from one of the articles we have on our help centre, but if you need a little help or just want to say hello, just select one of the contact options below.

Our online chat available on the online store

E-mail: support@vottion.com

Instagram: vottiondotcom

Facebook: Vottion


*Please get in touch through ONLY ONE method of contact as contacting through multiple channels for the same query may delay response times for you and other customers.

  

WHY DOESN'T VOTTION HAVE A PHONE NUMBER?

Vottion does not have a call centre and we're not set up to handle high volumes of phone calls.

The Vottion brand was built online, including our customer support. Though you may receive an automated response every once in a while, all channels are manned by human staff who are eager to help you out, quickly and efficiently.

 

WHAT INFORMATION DO I NEED TO PROVIDE YOU?

Be sure to INCLUDE AS MUCH INFORMATION AS POSSIBLE eg/ order number , email address, pictures, etc. This will allow us to answer any questions you have as quickly as possible.

We can't always give a heads up about product restocks as it's always subject to change. To be the first to find out restock dates, keep a close eye on our social media, blog and sign-up to our newsletter at the bottom of our homepage.

Unfortunately due to the current circumstances we will only be dispatching from our warehouse MONDAY - FRIDAY.  Also if you place an order before 3 pm it will be dispatched the same day. Orders place after 3 pm will be dispatched the followinday.

This means orders placed on a Friday will be dispatched on the Monday so don't panic if you don't receive your shipping confirmation over the weekend!


GOT A VOTTION ACCOUNT? 

Log into your account through the online store, check out the fulfilment status against your recent order. If the order has been fulfilled, click onto the order information & you can find your tracking information here. 

I DON'T HAVE A VOTTION ACCOUNT YET

As soon as your order has been fulfilled, you'll receive a shipping confirmation email titled "Your order is on the way". You will then be able to track your order through the tracking link on the email. If you haven't received an email yet, not to worry! Your order will usually take around 24-48 hours to be dispatched. 

*Please note, tracking can take around 24-48 hours to update after dispatch

What is our return policy?

Our policy lasts 14 days. You have 14 days to cancel the order and you need to return it within the next 14 days. If 28 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Returns are free on orders over 100£. 

To be eligible for a return:

  • Your item must be unworn and unwashed with all tags still attached. It must also be in the original packaging.
  • We only offer refunds onto the original payment method used to make the order.
  • Exchanges are not part of our returns policy.

To complete your return, we require a receipt or proof of purchase.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Reasons for rejecting  a refund:

  • if you knew an item was faulty when you bought it  
  • damaged an item by trying to repair it yourself or getting someone else to do it
  • you didn't respect our return policy.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@vottion.com.

 

Shipping
To return your product, you need to mail your product to: 88 Doncaster Road, Scunthorpe, DN157DE, United Kingdom

FOLLOW THESE SIMPLE STEPS TO REGISTER YOUR RETURN

    • Go to our return portal, (click on 'Returns' below)
    • Enter your order number and shipping postal (zip) code OR email address. Please enter everything exactly as it appears on your order confirmation.
    • Select which item(s) you are returning and why.
    • Confirm your original delivery information (amend if needed).
    • if you order value was below £100 you will have to pay for the return
    • It the value of your order is above £100 you may be prompted to download a returns label - simply attach to your parcel and take to your nearest post office.

MAKE A RETURN

Items from different orders cannot be returned within the same package, combining orders will slow down the refund process!

Please keep hold of any proof of postage until you have been refunded correctly, in case you need this at a later date. If we don't receive the item/s we cannot give you the refund.

Returns that are booked in our 'return portal' separately, cannot be returned in the same package. 

In the unlikely event you have received a faulty item, check out our Received a faulty item page.

Please DON'T return any damaged goods unless you're told to by a member of our support team. If you do this, it will delay us resolving your issue

We're sorry to hear you have received a faulty item! Please send us the following info:

  • Your Order Number
  • Item Name
  • Photos that show:
  • The fault as clearly as possible
  • Full-length photo of the item
  • The Vottion logo and label
Don't worry about sending your faulty item back to us, just keep hold of it until you've been in touch.

You're still waiting on your refund, right? We know this can be annoying! Depending on the courier  you're returning your item(s) with, it can sometimes take UP TO 14 WORKING DAYS (excluding weekends & public holidays) to be delivered and processed by our returns team.

If your return is marked as delivered, sit tight, our returns team will be in touch by email once the return has been processed to confirm your refund.  But if you need to get in touch with Customer Support about your return, please include in your message: 1. Proof of postage (like a receipt) 2. The tracking number 3. Your order number We'll then get back to you as soon as we can!

GETTING AN ERROR MESSAGE TRYING TO LOG INTO YOUR ACCOUNT? 

 Please check the following:

  • Check you’re using the same email address you used to sign up
  • On the bottom right of the main website, there is a small flag where you select which store to shop on, ensure you’re on the correct store as your login is unique to your location
  • Have you just forgotten your password? 
     
     If all else fails, get in touch with support and we’ll look into it a little further for you!

CAN YOU DELETE MY VOTTION ACCOUNT?

We’ll be sad to see you go, but please get in touch via our contact form by hitting one of the options below and a member of the team will advise of the next steps to take.

MORE QUESTIONS?

Please contact our support team here - www.vottion.com/contact

We’re able to make  changes to your order once you’ve hit the ‘place order’ button just contact us and we’ll do the changes for you, this includes the following:

  • Changing the item or size
  • Delivery/billing address
  • Adding items to your order
  • Shipping method

*IF YOU INPUT THE INCORRECT ADDRESS AT CHECKOUT, WE CAN NOT BE HELD ACCOUNTABLE IF THE ORDER GOES MISSING. WE ARE NOT LIABLE TO REFUND/REPLACE THIS ORDER.

In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:  

  • Your order number
  • The name of the item you did not receive
  • The name of the item you received in it's place
  • A clear photo of the item you have received, including logo 

Once we've received the above info, our Customer Support team will get this sorted for you ASAP! 

You may be asked to print a return label and return the incorrect item back to us .


ALL CLAIMS FOR ORDERS ARRIVING WITHOUT THE CORRECT/MISSING ITEMS MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.

WHEN DO YOU HAVE ITEMS ON SALE?

We have discounts and promotions all year long. The items/collections that have a discount can change at any point without further notice

This campaign will include up to 50% off selected lines. 

MY ITEMS JUST SOLD OUT

Adding an item to your cart does not reserve it for checkout. You are not able to reserve an item from the restock. You just have to check our social media account and we’ll let you know.

ORDERS

Adding an item to your cart, does not reserve the stock for your final checkout. The item is only allocated to your order once the payment has been accepted and the order confirmed. 

If an item(s) you have ordered goes out of stock, the item(s) will be refunded, and any remaining item(s) will be dispatched. You will be notified via email of any changes to your order(s). Refunds will take up to 5-9working days to be processed. 

We try & dispatch orders on a 'First in first out' basis. However, due to warehouse processes we're not always able to do this. Meaning if you place multiple orders during the campaign the oldest order may not be dispatched first. 

If you place multiple orders during the campaign, we cannot combine them, each order will be dispatched separately.  

SHIPPING

Normal shipping estimates apply from the point of dispatch. Please refer to our Delivery Information FAQ page for further details. 

Tracking may take up to 48 working hours to activate, once you have received your shipping confirmation email. 

DISCOUNT

Up to 30% will be discounted to selected products.  You can top with a discount code from our campaigns or ambassadors. 

Availability of items is subject to stock availability.  

RETURNS

Our returns time of 28 days will apply for items purchased in the sale. If you want to know more, check out our Returns Policy

We offer additional discounts available to our customers:

  • Student Discount 
  • Ambassador Discount
  • Campaign Discount

Discounts are able to be used in addition to promotions, but this can change at any point without further notice. 

MORE QUESTIONS?

Please contact our support team here - CONTACT