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Enquiry and request form

FAQs

Shipping and delivery

How much will my delivery cost?

We offer worldwide delivery with premium carriers. You can discover the cost for your destination here.

When will I receive my item and how can I track delivery?

Once confirmed, we'll dispatch your item within 2 business days. Depending on your chosen delivery method, it typically takes between 2 to 7 business days for delivery. We'll email you the tracking information and an estimated delivery date for each item once it's dispatched.

Please note that during peak seasons, it might take a bit longer to process your order.

Ready to track your order? Simply head to "Order History" in your account.

Why has my order not been delivered yet?

If your order hasn't arrived within the estimated timeframe, we suggest checking your order status from "Order History" in your account, ensuring that the delivery address is accurate. In case of a missed delivery, please contact the responsible carrier. For further assistance, feel free to reach out, and we'll be happy to help you.

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

The price you pay will exclude all relevant import duties and sales taxes. You'll need to pay these directly to the carrier to release your order from customs. For further details, please contact your local customs office or respective tax authority.

Can I change my shipping address?

If your order hasn't been dispatched yet, we can change the address as long as it's in the same country or state. To do this, please contact our customer care team and have your order ID ready.

Once the order has been shipped, re-routing is not possible. You can try reaching out to the carrier to see if they can assist from their end.

Orders and tracking

Can I reserve an item to buy later?

We aim to provide everyone with a fair chance to shop our most sought-after styles. Unfortunately, as our items are often limited, we don't offer reservations.

Can I cancel or change my order?

Once your order is confirmed, our warehouse team begins processing it right away.

If you need to cancel or make changes to your order, you can contact our customer care team at service@vooberlin.com. However, please note that we may not always be able to accommodate cancellations or changes depending on the status of your order.

Why was my order cancelled?

Keep an eye out in your inbox for an upcoming explanation. We'll make sure to provide you with all the details behind the cancellation.

Do you restock sold-out items?

While we don't typically restock sold-out items, you can stay informed by checking back regularly for returns that may become available.

How do I use my discount code?

Simply navigate to your shopping cart and select "Apply Promo Code". Enter your code, and the discount will be applied to your subtotal. Then, proceed with payment as usual.

Are duties and taxes included?

The price you pay will exclude all relevant import duties and sales taxes.

You'll need to settle these directly with the courier to release your order from customs. For more information, please get in touch with your local customs offices or respective tax authority.

Returns and exchanges

Can I return my order?

Of course! We hope you enjoy your purchase, but if it doesn't quite fit what you had in mind, we understand. You have 14 days to return items. Purchases made online can also be returned at our Berlin store, though expect longer wait times on Fridays and Saturdays.

Please note: items must be unwashed, unworn, and in sellable condition for a refund. Returns made after 14 days will not be refunded. For footwear, we encourage you to keep the box your order was received in and simply return it in the same box.

Unfortunately, socks and underwear cannot be returned. Gift cards are non-refundable too.

Can I exchange my item?

We don't offer direct exchanges, but you can return the item and place a new order with ease. You'll receive a refund for the original item, minus the shipping cost, in accordance with our Return Policy.

How do I return an item?

You can simply submit a request for a Return Authorisation via the form on the left. Our team will guide you through the process step by step.

Can I return or exchange beauty items?

Unfortunately, we don't offer a direct exchanges, but we will be happy to reimburse the shipping fee of your second order for the exchange after you send us the new order number.

Please reach out to our customer service team to check if your item is eligible for return via contact form on the left.

How do I return items from inside the EU and EEA?

You have 14 days to return items. You can simply visit the store and drop off the items or send us by mail via your preferred shipping carrier. The address is below:

Voo Store Berlin
FAO: RETURNS
Adalbertstr. 6A
10999 Berlin
GERMANY

The return shipping fee is covered by the customer and we assume no responsibility for your package until it has been delivered to our office thus recommend you use a reliable carrier that provides you with a tracking number and insurance.

Please take note of the return tracking number, as this is crucial for ensuring proof that the parcel has been dropped off or received at our warehouse.

Once our warehouse has received your item(s) and confirmed they are in their original condition, we will process your refund to the payment method used for the purchase.

Depending on your bank, it usually takes up to 14 days for the refund to appear in your account.

PLEASE NOTE: Return Policy Update for Returns Outside the EU

Unfortunately, we can no longer accept individual return parcels valued below 150 euros. All return parcels now need to include a prepaid UPS return label and shipping documents. Since May 2024, customs offices require ATLAS registration for all parcels. Because of this, please make sure to get CS authorisation before proceeding with your preferred carrier or individual return steps. This policy applies to all non-EU countries, including Norway, Switzerland, and the UK.

How do I return items from outside the EU and EEA?

You have 14 days to return items. You can simply submit a request for a Return Authorisation via the form on the left. Our team will guide you through the process step by step.

Please place all the documents originally enclosed in the outside pouch of the package. For your reference, the goods will be returned to: Voo Store / Müjdeci GmbH, Adalbertstr. 6A, 10999 Berlin.

Please take note of the return tracking number, as this is crucial for ensuring proof that the parcel has been dropped off or received at our warehouse.

Once our warehouse has received your item(s) and confirmed they are in their original condition, we will process your refund to the payment method used for the purchase. Depending on your bank, processing times may vary for the refund to appear in your account.

If you opt for an alternative postal service, unfortunately, we cannot cover the expenses for any lost or damaged parcels.

PLEASE NOTE: Return Policy Update for Returns Outside the EU

Unfortunately, we can no longer accept individual return parcels valued below 150 euros. All return parcels now need to include a prepaid UPS return label and shipping documents. Since May 2024, customs offices require ATLAS registration for all parcels. Because of this, please make sure to get CS authorisation before proceeding with your preferred carrier or individual return steps. This policy applies to all non-EU countries, including Norway, Switzerland, and the UK.

What is your in-store return policy?

You have 14 days to return items. Items purchased from our Berlin store can be returned and refunded for store credit, which is valid for two years.

Please note: items must be unwashed, unworn, and in sellable condition for a refund. Returns made after 14 days will not be refunded. For footwear, we encourage you to keep the box your order was received in and simply return it in the same box.

Unfortunately, socks and underwear cannot be returned. Gift cards are non-refundable too.

I have received the wrong item, what should I do?

We apologise for any inconvenience caused. Please reach out to our customer care team via contact form on the left as soon as possible; we'll sort it out for you right away!

You'll receive a free return label, and if possible, a replacement will be sent once your return has arrived at our warehouse.

The availability of an exchange depends on our current stock.

I have received a damaged item, what should I do?

We're sorry to hear that your item arrived damaged. Please reach out to our customer care team via contact form on the left as soon as possible with your order number, details and a photo of the damage; we'll sort it out for you right away!

You'll receive a free return label, and if possible, a replacement will be sent once your return has arrived at our warehouse.

The availability of an exchange depends on our current stock.

Do I have to pay for my return shipping?

Yes, you'll need to cover the costs of return shipping.

When will I receive my refund?

Once our warehouse has received your item(s) and confirmed they are in their original condition, we will process your refund to the payment method used for the purchase.

This usually takes up to 5 business days from the time the return shipment is delivered. If you paid with PayPal, you can expect the credit to appear in 3-5 business days. For credit card payments, it may take 5-7 business days for the credit to appear, depending on your card provider's processing time.

Size and fit

How does the item fit?

The fit of our items can vary depending on the style and brand. We recommend checking the size chart provided on the product page for specific measurements.

Additionally, you can reach out to our customer care team via contact form on the left for personalised assistance regarding fit.

General

How can I delete my account and unsubscribe from the newsletter?

If you wish to cancel your account, simply send a request to our customer care team via contact form on the left.

You can easily unsubscribe from our newsletters by clicking on the "Unsubscribe" option at the bottom of any of our emails.

I forgot my password

If you've forgotten your password, you can click on the "Forgot Password" link on the login page. You'll be prompted to enter your email address, and we'll send you instructions on how to reset your password.

For further assistance, feel free to reach out, and we'll be happy to help you.

Contact Us

For inquiries, you can reach us via service@vooberlin.com or through our contact form on the left. We're always here to help with any questions or concerns you may have!

Feel free to reach out to us Monday – Friday, 10am – 5pm CET.
Please expect delays during peak seasons, holidays, sales, and Christmas.

How do I find out about the latest promotions?

To stay informed about our latest promotions, you can subscribe to our newsletter.

Additionally, keep an eye on our website for updates on ongoing promotions and special offers.

My promo code has expired. Can I request a new one?

Unfortunately, expired promo codes cannot be reactivated. However, keep an eye out for new promotions and offers in the future!

How do I apply my promo code?

To use your promo code, simply enter it at checkout in the designated promo code field. Once applied, the discount will be reflected in your total before completing your purchase.

Please note that the promo code cannot be combined with any other offer.

PRESS

For press inquiries, please send an email to press@vooberlin.com.

customer service

Monday to Saturday
11:00am–6:00pm


+49 (0)30 61651112.