About Accounts And Orders:
Do I need an account to place an order?
You don’t need an account to complete your purchase. However, we recommend that you register so that you can track your orders and view past purchases. By registering, you can also save your address so you can shop faster in the future.
What if my account information changes?
If your account information changes; simply log in and edit your information. This includes the ability to change your login email and password
How to subscribe/unsubscribe from Voill emails?
To subscribe, simply click the subscribe link at the bottom of our website.
Each of our emails comes with the option to unsubscribe at any time. To unsubscribe, click the unsubscribe link at the bottom of the email. If you have an online account, you can also unsubscribe by logging into your account and editing your email preferences.
How do I ensure my order is completed?
After successfully placing your order, you will see the receipt page. Your order confirmation number will be displayed on this page. If you don’t see a receipt page after submitting your order, your order has not yet been placed. A copy of your receipt will also be emailed to the email address you specified on your order. You will usually receive this email within 24 hours of placing your order.
Do you ship to APO/FPO?
Can’t. We currently do not offer shipping to APO/FPO.
When will my backorder be shipped?
You will receive a notification with the estimated ship date for your backordered item.
Do I need to sign for delivery?
All orders require a signature upon delivery. If you are not at home or unable to take delivery, your courier will provide you with a number of alternative options. If at any time you choose to waive your signature when delivering via any of our couriers, you must accept full responsibility for any loss or damage that may occur.
About Payment Methods:
What payment methods do you accept?
We accept Visa, MasterCard, American Express, Discover, Diners Club and JCB.
Can I pay by bank transfer or check?
We currently do not accept payments by bank transfer or check.
Will Value Added Tax (VAT) be deducted from my order?
Our website identifies your location via your IP address and deducts VAT accordingly.
Why do they have to pay extra duties and taxes on my order?
Goods imported and exported between EU countries/regions are subject to customs duties and taxes. We will not charge this fee, so you need to pay it when picking up the goods. You can consult the local customs for the relevant amount~
How do I get a refund for discounted items?
If a discounted order is returned, the discount will be waived and the product will be billed at MRP. The remaining balance will be refunded as store credit.
How do I get a refund for a prepaid order?
For prepaid orders, the refund method depends on the order’s payment method. The amount will be credited to your account within 7 working days. If not, please contact your respective bank.
Please note that if any promotional/coupon code is redeemed during the purchase process, the full amount will be refunded as store credit. If it is a non-promotional purchase, the full amount will be deposited into the bank account.
My payment has been debited from my bank account, but my order has not been placed. what should I do?
In most cases, payment will be automatically deposited into your account within 2-3 business days. If not, please send us your transaction details:
Voill
Email: [email protected]
We will verify and get back to you as soon as possible.
When will you charge my credit/debit card?
We will only take payment once your order is ready to ship. If your card is authorized, payment will be processed immediately and you will receive an email confirming that your order was successful and accepted. If your card is not authorized, the payment will not be accepted and you will be notified via email why the bank or card issuer did not authorize the payment. Don’t despair at this stage as there are still some simple steps you can take to get payment authorization. Keep in mind that even if the payment is not authorized, some card issuers may still hold the money, meaning you won’t be able to use it in the short term.
My payment was declined. What happens next?
Don’t worry – there are many reasons this could happen. Try checking the details in your Voill account to make sure the card details (such as expiration date and security code) are correct and that your billing address is the same as when the card was registered. If the problem persists, enter the details of another card and try. You should first contact your financial institution directly to see if your card has been blocked and if the limits are normal, etc. If you think all of this is normal, please contact our customer service team at [email protected] who will try to provide you with further advice.
Why was my credit card declined and why does it say “Payment Pending” on my statement?
The main reason credit card transactions are declined, in addition to insufficient funds, is incorrect billing address information. To protect ourselves and our customers from theft and fraud, our bank requires verification of the billing address, which includes the street address and postal code (zip code) as well as the 3-digit security code printed on the back of the card, which should match The information on the back of the card matches.
If your credit card is declined, you can rest assured that your card has not been charged. A “pending” charge may show up on your bank or credit card company’s records for a day or two, but the actual funds have or will not be transferred.