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Terms and Conditions

Vocafest Store Policies

Effective Date: 01/10/24

Contact Information

Pre-Order Policy

Introduction

Thank you for choosing to pre-order with Vocafest. By placing a pre-order, you guarantee the purchase of the product and agree to the terms outlined in this policy.

Payment Options

  • Full Payment or Partial Deposit:
    • Full Payment: Pay the total cost upfront at the time of ordering.
    • Partial Deposit:
      • We typically require a deposit of 30% to 50% of the total price.
      • Partial deposits are only offered on limited lines and may not apply to all products.
      • Remaining Balance:
        • You will be invoiced for the remaining amount when the item is ready to ship.
        • The remaining balance will be the original price at the time of ordering, regardless of any price increases.
        • Payment Due: Payment is due within 14 days of receiving the invoice.
      • Failure to Pay:
        • If the remaining balance is not paid within the 14-day timeframe, the deposit and items will be forfeited.

Estimated Release Dates

  • Release Dates: Estimated release dates are provided for each pre-order item.
  • Subject to Change: Release dates are subject to change due to manufacturer or shipping delays, which may result in delays of weeks or months.
  • Updates: Any changes to release dates will be communicated via email or can be viewed in our Updates section.

Shipping Information

  • Order Fulfillment:
    • We aim to dispatch orders within 48 hours and no later than 5 working days after all items are available.
    • Combined Shipping: All items in your order will be shipped together once all are available.
    • Partial Shipping: If you wish to receive part of your order ahead of time, please contact us at [email protected] to arrange partial shipping. Additional shipping charges may apply.

Cancellations and Refunds

  • Pre-Order and Backorder Items:
    • Not eligible for cancellations or refunds unless the item is defective or incorrect.
  • Failure to Pay Remaining Balance (for Partial Deposits):
    • Deposit and items will be forfeited if the remaining balance is not paid within 14 days.
  • Excessive Delays:
    • Cancellations due to changing estimated dates are not permitted unless delays exceed 1 year from the original estimated arrival date.
  • Manufacturer Cancellations:
    • Full refunds will be provided if we are unable to fulfill your order due to manufacturer cancellations or stock issues.
  • Defective or Incorrect Items:
    • If you receive a defective or incorrect item, please contact us at [email protected] to arrange a return or exchange.

Acceptance of Terms

By placing a pre-order with Vocafest, you acknowledge and agree to the terms outlined in this Pre-Order Policy.

Shipping Policy

Order Processing

  • Processing Time: We aim to dispatch orders within 48 hours and no later than 5 working days after receipt of all items.
  • Order Confirmation: An email confirmation will be sent once your order has been processed.

Shipping Methods and Delivery Times

Domestic Shipping (UK)

  • Carrier: We use Royal Mail 48-Hour Tracked service.
  • Delivery Time: Estimated delivery within 2-3 working days after dispatch.
  • Order Tracking: Tracking information will be provided via email once your order has been shipped.

European and International Shipping

  • Carrier: We use Royal Mail International Standard or International Tracked services.
  • Delivery Times:
    • Europe: Estimated delivery within 3-5 working days after dispatch.
    • Rest of the World: Estimated delivery within 6-7 working days after dispatch.
  • Order Tracking:
    • International Standard: This service does not include tracking.
    • International Tracked: Tracking information will be provided via email once your order has been shipped.
  • Shipping Options:
    • Customers can choose between International Standard and International Tracked services at checkout.
  • Additional Information:
    • For more details about shipping times and services, please visit the Royal Mail International page.

Customs, Duties, and Taxes

UK Customers

  • No Additional Charges: There are no customs duties or taxes for deliveries within the UK.

European Customers

  • Import One Stop Shop (IOSS):
    • We are registered under IOSS, which means VAT, customs duties, and handling charges are pre-settled before your order arrives.
    • If Charged Additional Fees: Should you incur any charges upon delivery, please contact us at [email protected] for assistance.

International Customers (Outside UK and Europe)

  • Customs and Import Fees:
    • Orders may be subject to customs duties, taxes, or import fees based on your country's regulations.
    • Responsibility: Customers are responsible for these charges.
    • Compliance: Please check with your local customs office for more information.

Delivery Issues

  • Incorrect Address: Please ensure your shipping address is correct. We are not responsible for orders delivered to an incorrect address provided by the customer.
  • Unclaimed Packages: Packages returned and unclaimed for 30 days will be considered forfeited.
  • Lost or Damaged Packages: Contact us immediately at [email protected] if your package is lost or arrives damaged.

Additional Policies

Cancellations Policy

  • Pre-Order and Backorder Items:
    • Not eligible for cancellations or refunds unless the item is defective or incorrect.
  • Sale Items:
    • All sale items are final sale once the order has been fulfilled.
  • Contact Us:

Payment Policies

  • Price Guarantee:
    • The price at the time of ordering is guaranteed, even if prices increase before release.
  • Currency Fluctuations:
    • We do not offer refunds or adjustments due to changes in currency exchange rates.
  • Payment Due for Pre-Orders:
    • Payment of the remaining balance is due within 14 days after the invoice is sent for pre-orders.

Manufacturer Cancellations

  • Unfulfillable Orders:
    • In rare cases where we cannot fulfill your order due to manufacturer cancellations or stock allocations, a full refund will be issued.
    • Communication:
      • We will notify you promptly if your order is affected.

Defective or Incorrect Items

  • Returns and Exchanges:
    • If you receive a defective or incorrect item, contact us within 7 days of receipt.
    • We will provide instructions for returning the item and arrange for a replacement or refund.

Estimated Release Dates

  • Subject to Change:
    • All pre-order delivery dates are estimates and may change due to manufacturer or shipping delays.
  • Excessive Delays:
    • If delays exceed 1 year from the original estimated arrival date, you may request a cancellation and full refund.

Apparel Policies

Sizing

  • Accuracy: Please double-check sizing before placing an order by referring to our sizing charts.
  • Returns and Exchanges: We do not offer free returns or size exchanges at this time.
  • Store Credit: In certain cases, we may offer store credit for 50% of the order total.
  • Defective Items: If your apparel has any defects, please contact us at [email protected] to discuss your specific situation.

Sale Items

  • Final Sale: All sale items are final sale once the order has been fulfilled.

Backorder Items

  • Availability: Backorder items are sourced from our supplier upon your request.
  • Delivery Time: Expected delivery is 1-3 months after order placement.
  • Cancellations:
    • If we are unable to fulfill your backorder, a full refund will be issued.
    • Backorder items are not eligible for cancellations unless we cannot fulfill the order.
  • Contact Us: For any questions about your backorder, please contact us at [email protected].

Shipping & Insurance Details

  • Processing Delays:
    • During high-volume periods, orders may take up to 5 working days to ship.
  • Shipping Insurance:
    • All packages are insured for the full value of the contents.
    • Claims:
      • In case of lost or damaged packages, contact us within 7 days to initiate a claim.
      • We follow carrier guidelines for claim processing times.

Customer Support

  • Email: [email protected]
  • Business Hours: 10:00 - 18:00 Daily
  • Response Time: We aim to respond to all inquiries within 48 hours.

Thank You for Shopping with Vocafest!

We appreciate your business and are committed to providing you with the best possible service. If you have any questions or need assistance, please do not hesitate to contact us at [email protected].