Contact

Please note: You can already contact us via WhatsApp or email about pieces you’re interested in. Completing a purchase this way will be available soon. Existing orders will continue to be processed as usual.

Where can I browse new pieces?

Our New In page shows what has recently arrived in store and what is coming soon. On Instagram, we’ll continue to share selected pieces and styling.

Can I still place an order online?

Online checkout is no longer available on voostore.com, but you can already contact us via WhatsApp or email about pieces you’re interested in.

Can I have an item shipped?

Shipping for new purchases will be available soon. Existing orders will continue to be shipped as usual.

Is it possible to reserve an item?

In some cases, yes.

We can hold up to three non-sale items for up to 48 hours. Send us a WhatsApp message or email us at [email protected] and we’ll let you know what is possible.

What happens to my existing order?

All existing orders will be processed as usual.

Can I still track my order?

Yes. Once your order has been shipped, you’ll receive a tracking link by email.

Can I change or cancel an existing order?

Please email us at [email protected] and we’ll check what is possible.

Can I still return my online order?

Yes. Returns for existing online orders follow our existing return policy.

Can I still use my gift card?

Yes. Gift cards remain valid.

Since voostore.com no longer has online checkout, gift cards can now only be used in store. If you have an online gift card, email us at [email protected] with your gift card code and we’ll help prepare it for in-store use.

If you’re not able to visit the store, please contact us and we’ll look into the best solution for you.

Can I get my gift card reimbursed?

If you are not able to use your gift card in store, please email us at [email protected] with your gift card code. We’ll check the remaining balance and help you with the next steps.

How much will delivery cost?

We offer worldwide delivery with premium carriers. Shipping costs depend on your destination and will be confirmed before payment.

When will I receive my order and how can I track it?

Once your order is confirmed, we’ll dispatch it within two business days. Depending on the delivery method, delivery typically takes between two and seven business days.

We’ll email you the tracking information and estimated delivery date once your order has been dispatched. During busy periods, processing may take a little longer.

Why hasn’t my order arrived yet?

If your order hasn’t arrived within the estimated timeframe, please check the tracking link in your shipping confirmation and make sure your delivery address is correct.

If a delivery attempt was missed, please contact the carrier directly. If you still need help, email us at [email protected].

Will I have to pay customs fees for my order outside the EU?

Prices exclude any applicable import duties and taxes. These must be paid directly to the carrier before your order can be released by customs.

For further information, please contact your local customs office or tax authority.

Can I change my shipping address?

If your order hasn’t been dispatched yet, we may be able to change your shipping address, provided it remains within the same country or state.

Please contact [email protected] with your order number as soon as possible.

Once your order has been shipped, we can no longer change the address. You may still be able to arrange this directly with the carrier.

Where can I find the full selection?

Visit us at Oranienstraße 24, 10999 Berlin.

Open Monday to Saturday, 11:00 to 19:00.

Can I check if something is available before coming by?

Yes. Send us a WhatsApp message or email us at [email protected] with the piece, size and colour.

We’ll check availability and let you know what is possible.

SHIPPING

 

Shipping Costs (inclusive of legally applicable VAT)

 

GERMANY

UPS Standard (2-4 days): €5.00

UPS Express Saver (1-3 days): €8.00

 

EUROPEAN UNION

UPS Standard (5–7 days): €15.00

UPS Express Saver (3–4 days): €30.00

 

EUROPE (NON-EU)

UPS Standard (5–10 days): €20.00

UPS Express Saver (4–5 days): €40.00

 

WORLDWIDE

UPS Express Saver (5–10 days): €35.00

 

SOUTH KOREA

UPS Express Saver (5–10 days): €20.00

 

* Delivery time includes order preparation and shipping.

** Deliveries are not prepared on weekends and German public holidays, and not delivered on Sundays and other holidays.

*** Expect 1-2 more days on top of standard procedure during peak seasons. We appreciate your understanding during busy times.

**** Shipping costs are in regards to private customers and for personal use only. Bulk and business orders may be charged with extra shipping costs.

 

NOTE: Due to the situation in Ukraine, we are currently unable to ship orders to destinations in Ukraine, Belarus, and Russia.

 

CUSTOMS

Please note that depending on your order and country, you will be liable to pay local taxes and duties on receipt of your order, for which VooStore cannot accept liability. The refusal of payment of such fees causes a full cancellation of the order. Transportation cost and custom clearance cost associated with a cancellation will be deducted from the amount refunded to you.

 

STORE PICKUP

You can pick up your online order at our Berlin Store. Select "Store Pickup" at Checkout.
We will send you a pickup notification email when your order is ready for pickup. Please wait for this email before coming to the store.

You will have 4 business days from this date to pick up your order. If you are unable to pick up your order within this time window, please contact our Customer Service team to reschedule a pickup for you.

 

* To collect your order, you will need to show your Order number and a government-issued ID.

** Please note there could be waiting time for pickup on Saturday or peak time.

RETURNS

 

Items purchased on vooberlin.com are eligible for return or exchange within 14 days of delivery.
To return or exchange, click here.

 

All items must be unworn in their original condition, with all original tags and packaging intact to be eligible for return.
Socks and underwear are not eligible for return or exchange for hygienic reasons. Gift cards are also non-refundable.

VooStore reserves the right to reject any returned items that do not meet the above requirements. If your return is rejected, you will be notified via email.

 

The return shipping fee is not covered by us.