VOOLM — FAQ
ORDER & PAYMENT |
How do I place an order? |
Select the product on voolm.com, add it to your basket and complete checkout. Once payment is confirmed, you will receive an order confirmation email summarising your items, delivery method and amount charged. If you do not receive this email within a few minutes, check your spam folder before contacting us. ⚠ All offers are subject to availability of stock. |
What payment methods do you accept? |
We accept the following secure payment methods: • Visa • Mastercard • PayPal • Apple Pay • Klarna Payment is taken in full at the time of placing your order. All transactions are processed via Shopify Payments (PCI-DSS certified). Your card details are never stored on our servers. |
Can I modify or cancel my order? |
MODIFICATION — Changes must be requested by email to contact@voolm.com at least 24 hours before the estimated dispatch date. CANCELLATION — You may cancel free of charge at least 48 hours before the scheduled dispatch. After dispatch, your 14-day right of withdrawal applies (see Returns section). |
Are all taxes included in the displayed prices? |
Yes. All prices are displayed in British Pounds (£), inclusive of all applicable taxes. Delivery is free. No hidden charges are applied at checkout. |
What should I do if my payment is declined? |
1. Check that your card details (number, expiry date, CVV) are correct. 2. Ensure your card is enabled for online purchases and your spending limit is sufficient. 3. Complete 3D Secure authentication via your banking app if prompted. If the issue persists, contact us at contact@voolm.com or call +441202080175. |
DELIVERY |
How long does delivery take? |
Products are delivered within 3–6 business days of order confirmation. Orders are prepared and dispatched within 1–2 business days (Monday to Friday, excluding UK public holidays). ⏰ Order cut-off time: 3pm (GMT/BST). Orders placed after 3pm or at the weekend are processed the next business day. |
How much does delivery cost? Where do you deliver? |
Delivery is completely free on all orders, with no minimum purchase required. We deliver exclusively to mainland UK addresses. We do not currently ship to: Northern Ireland, the Channel Islands or the Isle of Man. If you are unsure whether we deliver to your location, contact us before ordering. |
How do I track my delivery? |
Once your order is dispatched, you will automatically receive an email with: • Your tracking number • A direct link to track your parcel in real time We ship via UPS. If you do not receive a tracking email within 3 business days, check your spam folder or contact contact@voolm.com. |
Where are VOOLM products shipped from? |
All VOOLM products are stored in and dispatched from partner fulfilment warehouses located in the United Kingdom. No customs charges or import duties apply to your order. VOOLM bears all risk associated with transit until the point of physical delivery to you. |
My order hasn't arrived. What should I do? |
If your order has not been delivered within 30 days of the expected delivery date (excluding force majeure), you have the right to cancel in writing and receive a full refund. This is in accordance with the Consumer Contracts Regulations 2013. Contact us at contact@voolm.com and we will handle the situation immediately. |
My product arrived damaged. What should I do? |
Contact us immediately at contact@voolm.com with photographic evidence of the damage. We will arrange a replacement or a full refund at no additional cost to you. VOOLM bears all risk associated with transit — you are fully protected. |
RETURNS & REFUNDS |
Can I return my product without giving a reason? |
Yes. Under the Consumer Contracts Regulations 2013, you have a 14-calendar-day right of withdrawal from the date you receive your order. No reason is required. No penalty applies. To exercise this right: 1. Notify us in writing at contact@voolm.com within 14 days of receipt. 2. We confirm receipt and send return instructions. 3. Return the product in its original, unused condition with all packaging and accessories. 4. Ship using a tracked service. Return shipping costs are borne by the customer. ⚠ VOOLM declines responsibility for items returned without confirmed authorisation and tracking reference. |
How long does a refund take? |
Once we receive and inspect the returned item, we will notify you by email. If the return is approved, a full refund is issued to your original payment method within 14 days of receiving the returned goods. |
Which items cannot be returned? |
The following cannot be returned or refunded: • Items that have been assembled, used or modified • Items returned without prior written authorisation from VOOLM • Damage caused by misuse, accident or unauthorised repair |
WARRANTY |
What warranty covers my product? |
All VOOLM products are covered by two levels of protection: ✔ 2-YEAR STATUTORY GUARANTEE — Consumer Rights Act 2015 Applies to all manufacturing defects and quality faults. ✔ 1-YEAR COMMERCIAL WARRANTY — On all parts Excludes consumable parts: battery, tyres, brake lines and disc brakes. The statutory guarantee applies independently of the commercial warranty. |
How do I report a defect or fault? |
1. Contact us at contact@voolm.com with a clear description of the issue. 2. Include photo or video evidence of the defect. 3. Our technical team will assess the claim within 5 business days. 4. If a manufacturing defect is confirmed, replacement parts or a replacement unit will be dispatched at no cost to you. In case of a warranty-covered defect, VOOLM will organise repair, replacement or refund within 14 days of confirmation. |
What happens after the 14-day withdrawal period? |
Beyond the 14-day period, returns are only accepted for genuine manufacturing defects or quality faults. NOT covered: • Damage caused by misuse or accident • Normal wear and tear • Unauthorised modifications or repairs |
PRIVACY & DATA |
What personal data do you collect? |
We collect only the data strictly necessary to process your order: • First name and surname • Billing and delivery addresses • Email address • Phone number • Order history and customer service correspondence Payment data is processed in encrypted form by Shopify Payments. We have no access to your card details and do not store them on our servers. |
How do I exercise my rights over my data? |
Under the UK GDPR and the Data Protection Act 2018, you have the right to: • Access your personal data • Rectify inaccurate data • Request erasure ('right to be forgotten') • Restrict or object to processing • Data portability • Withdraw consent at any time To exercise any of these rights: contact@voolm.com To lodge a complaint with the UK supervisory authority: ICO — www.ico.org.uk — 0303 123 1113 |
Is my data sold or shared with third parties? |
No. Your data is never sold, rented or shared for advertising purposes. Data is shared only with technical partners strictly necessary for processing your order: • Shopify Inc. — e-commerce hosting and infrastructure • UPS — shipping and delivery • Shopify Payments — secure payment processing |
How long is my data retained? |
• Customer and order data: 6 years from the end of the financial year • Accounting records and invoices: 6 years (UK legal requirement) • Contact requests: 3 years from the date of last contact • Cookies and trackers: 13 months maximum |
LEGAL INFORMATION |
Who operates voolm.com? |
voolm.com is published and operated by: Lim Silavann-John — Sole Trader Registered business name (INSEE): SNL.CF SIRET: 983 192 030 00028 APE / NAF Code: 4791B Registered office: 10 rue de la Paix, 75002 Paris, France Your rights as a UK consumer — Consumer Rights Act 2015, Consumer Contracts Regulations 2013, UK GDPR — are fully preserved. |
Which law applies to purchases on voolm.com? |
These Terms are governed by the laws of England and Wales. In the event of a dispute, the courts of England and Wales have jurisdiction. This is without prejudice to your right as a UK consumer to bring proceedings in the courts of your place of habitual residence. |
What if my dispute cannot be resolved by customer service? |
If we are unable to resolve your complaint directly, you may seek free, independent advice from: Citizens Advice — national consumer advice body Website: www.citizensadvice.org.uk Consumer Helpline: 0808 223 1133 For data protection complaints: ICO — www.ico.org.uk — 0303 123 1133 |
Are there any customs duties or import taxes? |
No. VOOLM stock is dispatched from UK-based warehouses. No customs charges, import duties or customs-related delays apply to your order. ✔ UK stock — 100% domestic delivery |
CONTACTDidn't find your answer? Our team replies within 48 business hours — Monday to Friday, 9am–6pm. contact@voolm.com +441202080175 |