Returns, Exchanges, Refunds & Our GuaranteeUpdated a month ago

Changed your mind, or something's not quite right? Here's how returns, refunds and our product guarantee work across our:

How long do I have to return something?

You have one month from receiving your order to return it for a refund. That's longer than the law requires: your statutory right of withdrawal is 14 days, and we extend it to a full month as a matter of policy.

The period runs from the day you receive your order — or the day the last item arrives, if it comes in separate parcels. The same applies across every VOITED store (voited.eu, voited.de, voited.fr and voited.co.uk).

What condition does it need to be in?

To receive a full refund, please return items:

new, unused and in perfect condition
with all protective materials in place and VOITED tags still attached
complete, including any accessories and the stuff sack (where applicable)

Some things can't be returned at all: custom or personalised products, and hygiene-sealed items once the seal has been opened.

Can I return Sale items?

Yes — Sale items follow exactly the same returns policy and window as full-price items, in both the EU and UK stores.

How do I start a return?

It depends where you ordered:

EU orders (voited.eu / voited.de / voited.fr): complete a Return Form (with your order number and reason for return) and post it to VOITED, Schleifweg 3, 74257 Untereisesheim, Germany. Send it within 14 days of telling us you're returning; once it arrives and is checked, we'll email to confirm your refund.

UK orders (voited.co.uk): returns are free via Royal Mail — create your prepaid label using the returns link on voited.co.uk (you'll need your order number and email), then drop the parcel at a Post Office.

Switzerland: email [email protected] first for instructions and costs — returns can't be accepted without prior approval.

Outside the EU and UK: we're unable to process returns; if your item is defective or incorrect, please contact [email protected].

Exchanges: we don't offer exchanges — simply return the unwanted item for a refund and place a new order (on voited.eu, voited.de, voited.fr or voited.co.uk).

Who pays return shipping?

UK (voited.co.uk): returns are free via Royal Mail.

EU (voited.eu / voited.de / voited.fr): you pay the cost of sending a change-of-mind return back to us. Separately, if you cancel an entire order under your right of withdrawal, we refund what you originally paid for delivery (excluding any upgrade to a faster service).

If your item is faulty, damaged or wrong, VOITED covers the return shipping — see below.

When will I get my refund?

Once your return arrives and is checked, we'll email you and process your refund to your original payment method (card, PayPal, Apple Pay, or gift card), usually within 5–7 business days. How soon it appears after that depends on your bank.

My item arrived faulty or damaged — what now?

This is handled differently from a simple return, and two separate things may apply.

Your statutory rights. As a consumer you have legal rights if an item is defective on delivery, lasting at least two years from the day you receive it. Nothing on this page limits or replaces those rights.

The VOITED guarantee. On top of that, we give a voluntary two-year guarantee against defects in materials and workmanship. If a genuine defect appears under normal use, we'll repair or replace your item free of charge.

Our guarantee applies to manufacturing and material defects under fair, intended use — for example, faulty stitching, snaps or zips, or delamination that occurs despite proper care. It doesn't apply to:

normal wear and tear, cosmetic changes or ageing
damage from misuse or neglect, chemicals, extreme abrasion, or third-party alterations
use outside the product's intended purpose (for example, slippers used for hiking on rocky ground)

These limits apply to our voluntary guarantee only — your statutory rights are unaffected.

A few products have specific limits worth knowing: blankets and changewear are water-resistant, not fully waterproof; slippers are made for casual indoor and outdoor use, not for sport or hiking.

What if my replacement is a different price?

If you swap a faulty or damaged item for a different one, we settle any price difference fairly:

Same price — nothing more to pay.
Replacement costs more — you pay only the difference.
Replacement costs less — we refund you the difference.

I received the wrong item — what do I do?

Just let us know, and we'll make it right at no cost to you — we'll arrange the return and send the correct item, or issue a refund if you'd prefer.

Good to know — returning part of a bundle or discounted order

If you return only part of a Value Set, bundle or discounted order, the saving can change.

Please return bundle items together; discounts are recalculated on the items you keep.

If your order drops below the qualifying value for a free gift, please return the gift too — otherwise its retail price is deducted from your refund.

How do I start a claim?

Email [email protected] with:

photos of the entire front and back of the item
close-ups of the specific issue
a photo of the product code label
proof of purchase (receipt or VOITED order confirmation)

If the parcel itself arrived damaged, please add a photo of the packaging taken before you opened it (see also Shipping, delivery & customs). Please allow 5 business days for our team to review and reply — we may ask for more photos or details. Claims can't be processed without proof of purchase.

Need a hand with a return? Email our team at [email protected] — we're happy to help.

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