Refund policy

Return and Refund Policy

We want you to be happy with your order. If you are not, you can return it under the conditions below. This policy does not affect your statutory rights under UK consumer law.

Return window

You have 30 days from the date you receive your order to request a return. This is longer than the 14-day cancellation period required by law.

Conditions

  • Items must be unworn and unused, with original tags attached, and in their original packaging.
  • Proof of purchase (order number) is required.

How to start a return

  1. Email us at support@voskana.com with your order number and the item(s) you want to return.
  2. We reply within 24 hours on working days with the return address and instructions.
  3. Send the item back with a tracked postal service. Items sent back without first requesting a return may be delayed.

Return postage

Return postage costs are paid by the customer. If your item is faulty, damaged, or incorrect, we cover the return postage (see below).

Faulty, damaged, or incorrect items

Please check your order when it arrives. If an item is faulty, damaged, or incorrect, please email us as soon as possible, ideally within 48 hours of delivery, with your order number and photos. We will send a replacement or issue a full refund, including any postage costs.

Colour variations

We aim to show colours as accurately as possible. Slight differences can occur due to screen settings and lighting. If an item is clearly a different colour from the one shown or described, it counts as incorrect and we will resolve it as above.

Exchanges

We do not offer direct exchanges. If you would like a different size or colour, please return the original item for a refund and place a new order.

Refunds

Once your return arrives and has been inspected, we email you to confirm your refund. Approved refunds are issued to your original payment method within 5 working days. Depending on your bank, it can take a few additional days for the refund to appear on your statement.

We do not charge restocking fees.

Changing or cancelling an order

If your order has not been dispatched yet, email support@voskana.com with your order number and we will change or cancel it free of charge. Once your order has been dispatched, you can still return it within 30 days of delivery as described above.

Contact

Voskana
Business address: 62 Upper Montagu St, London W1H 1SW, UK
Email: support@voskana.com
Phone: +44 7979 755402
Customer service hours: Monday to Friday, 9:00am – 5:00pm (UK time)