All of our products are made to order. That is why it can take from 7 to 9 business days to get your order ready for shipping. This allows us to apply the highest quality-control standards to every item you purchase from us regarding fabric, cut, seam, and print.
Since we do not carry inventory, we are able to offer you very competitive prices that you’ll get nowhere else for an equivalent product.
In order to see the shipping options and rates applicable to your order, create a shopping cart with the products you like, enter your delivery address, and see the shipping options and rates generated by our system before completing your purchase.
At this time, we offer order exchanges or refunds only for defective items showing misprints, damaged fabric, and manufacturing errors at the time of delivery to the customer. Items that happen not to fit the way you expected but show none of the aforementioned defects will not be subject to order exchanges or refunds. This is why we strongly recommend that you check the Size Chart and product specifications displayed in every product page.
To be eligible for a refund or an order exchange, your item must be defective as described above and unused. In order to request an order exchange or a refund, please send us an email at support@voxpell.com offering a detailed explanation of the defects and providing clear digital photos of the same as attachments. We must receive the aforementioned email within ten (10) days of order delivery or within twenty (20) days of purchase, whichever period is the longest, for your request to be processed. After said period, we will not be able to process any requests for order exchanges or refunds.
Once we receive your email containing a detailed explanation of your order's defects plus the corresponding pictures, we will send you an email notifying you of the approval or rejection of your claim:
(i) If your request for a refund is approved, a credit will be applied automatically to your credit card or original method of payment. The refund will take a certain number of days to become effective depending on your credit-card operator, issuing bank, and other factors;
(ii) If your request for an order exchange is approved, a new order will be fulfilled and shipped to your address at no cost to you.
If your order is marked as "Delivered" on the courier's website, but you haven't located it, it may be due to one of the following reasons:
Before contacting us, please do the following:
Orders with wrong/incomplete delivery addresses are considered undeliverable by all mail couriers. Therefore, if you entered a wrong/incomplete address when making a purchase on our webstore (e.g., wrong street number, wrong street name, omitted apartment number, wrong postal code, etc.), your order will be considered undeliverable.
Since all of our products are made to order and we carry no inventory, undeliverable orders will NOT be returned to our facilities. Instead, they will be held by the courier (e.g., USPS, UPS, FedEx, etc.) at the service center closer to the assumed correct/complete address, where it will be waiting for you to pick it up. To do this, you must go to the courier’s service center and show the tracking number associated with your order.
If you see yourself in this situation, it is important that you pick up you order as soon as possible, since couriers do not retain packages indefinitely. If your order is not picked up within a certain number of days (to be determined solely by the courier), the courier will dispose of the package as it will be deemed “abandoned” by its recipient.
