Shipping policy

This Shipping Policy applies to orders placed on voolm.com, operated by Lim Silavann-John, Sole Trader, trading as VOOLM (SNL.CF), SIRET: 983 192 030 00028. 

1. Delivery Zone 

We deliver exclusively to mainland UK addresses. We do not currently ship to Northern Ireland, the Channel Islands, or the Isle of Man. Contact contact@voolm.com if unsure. 

2. Stock Location & Logistics

All VOOLM electric bikes are physically stored in and dispatched domestically from our partner fulfilment warehouse located at: 

Unit 1–7 Eldon Way, Crick Industrial Estate, Crick, Northamptonshire, NN6 7SL, United Kingdom. 

Because our physical stock is maintained locally within the UK, we ensure fast domestic delivery directly to your doorstep — zero import duties, no customs clearance, and no unexpected international transport delays. 

3. Shipping Partners 

We ship via UPS. The carrier used may vary depending on destination and parcel weight. All shipments are fully tracked. 

4. Delivery Costs 

Delivery is completely free on all orders to mainland UK, with no minimum purchase. All handling, packaging, and shipping costs are covered by VOOLM. 

5. Delivery Timeframes & Processing

Shipping timeframes are clearly separated into handling and transit phases: 

• Order Cut-Off Time: 3:00 PM (GMT/BST), Monday to Friday. Orders placed after 3:00 PM or over the weekend are processed the next business day. 

• Handling Time: 1 to 2 business days (Monday to Friday, excluding UK public holidays). • Transit Time: 2 to 4 business days. 

• Total Estimated Delivery: 3 to 6 business days from order confirmation. 

6. Order Tracking 

Once dispatched, you will receive an automatic email with your tracking number and a link to track your parcel in real time. If no tracking email within 3 business days, check your spam folder or contact contact@voolm.com. 

7. Delivery Risk and Responsibility 

VOOLM bears all risk during transit until physical delivery. If your product arrives damaged, contact contact@voolm.com immediately with photographic evidence; we will arrange a replacement or full refund at no cost. If your order arrives incomplete or with a missing part, contact contact@voolm.com within 48 hours of delivery with your order number and a photo. We will dispatch the missing item or arrange a solution at no cost to you.

8. Delivery Delays 

In the event of a delay exceeding 30 days from order date (excluding force majeure), you have the right to cancel in writing and receive a full refund per the Consumer Contracts Regulations 2013. 

9. Contact & Support 

Customer Service: VOOLM (SNL.CF) — contact@voolm.com — +441202080175 

Hours: Monday to Friday, 9:00 AM – 6:00 PM (GMT/BST) 

UK stock: Unit 1–7 Eldon Way, Crick Industrial Estate, Crick, Northamptonshire, NN6 7SL, United Kingdom.
Registered Legal Office: 10 rue de la Paix, 75002 Paris, France 

Response Time: Within 48 business hours