FAQ
FAQ – Frequently Asked Questions | Jully Voss
Last updated: October 2025
Welcome to the Jully Voss FAQ. Here you will find detailed answers to the most common questions regarding orders, deliveries, returns, payments, and customer service. If you cannot find the information you are looking for, please contact our Customer Care team at support@jullyvoss.com or call +44 7478 0736725 (Monday to Friday, 9:00–18:00 UK time).
1. Where do you deliver?
We currently deliver exclusively within the United Kingdom (Mainland). Deliveries to certain remote areas may be subject to extended timeframes or limited service availability.
2. What are the order processing and delivery times?
Order processing time: 24 to 72 working hours after payment confirmation.
Standard delivery: 5–9 working days after dispatch.
Estimated total time: 6–12 working days from the date of order confirmation.
Delivery times may vary during peak periods such as sales, holidays, or high demand.
3. How can I track my order?
Once your order has been dispatched, you will receive an email containing your tracking number and a link to follow your parcel’s progress directly through the carrier’s website.
4. What are the delivery costs?
Standard delivery is free of charge across the UK Mainland.
Insured delivery is available for £3.21, ensuring compensation or replacement in the unlikely event of loss or damage during transit.
5. Can I modify or cancel my order after placing it?
Orders are prepared quickly to ensure prompt delivery. If your order has not yet been dispatched, you may request a modification or cancellation by contacting us as soon as possible at support@jullyvoss.com.
6. What payment methods do you accept?
We accept major credit and debit cards, as well as secure payment options displayed at checkout such as Apple Pay, Google Pay, PayPal, and Klarna. All transactions are encrypted and processed via PCI-DSS compliant providers. Jully Voss does not store your full payment information.
7. Do you offer returns or exchanges?
Yes. You have 30 calendar days from receipt of your order to request a return or exchange.
Conditions: The item must be unworn, unwashed, undamaged, and returned in its original packaging with all tags and accessories. Returns must be authorised in advance by contacting support@jullyvoss.com.
Exceptions: Hygiene products such as underwear or earrings, personalised items except in case of defect, and final sale items clearly marked as non-returnable. Please refer to our Return Policy for full details.
8. My product is defective, damaged, or incorrect – what should I do?
If you receive a defective, damaged, or incorrect item, please contact us within 48 hours of receipt at support@jullyvoss.com, including clear photos of the product and packaging. We will promptly investigate and offer a suitable solution such as replacement or refund. Return shipping costs are covered by Jully Voss in such cases.
9. What happens if I entered the wrong delivery address?
If the address provided is incorrect or incomplete, your package may be returned to us. Additional shipping fees may apply for re-delivery. Please contact us as soon as possible to update your details before dispatch.
10. My package hasn’t arrived – what should I do?
If your parcel seems delayed or lost, please write to us at support@jullyvoss.com. We will open an investigation with the carrier. Once confirmed, you may choose between a replacement shipment or a full refund.
11. How long does a refund take?
Once the returned item is received and inspected, the refund will be processed within 5 to 10 working days. Refunds are issued via the same payment method used for the purchase. Depending on your bank, it may take up to two billing cycles for the refund to appear on your statement.
12. Do you offer exchanges (size, colour, or model)?
Yes. Indicate your exchange request when contacting us. Once the initial item is received and verified, the replacement will be dispatched within 3 to 5 working days, subject to availability.
13. Do I need to create an account to purchase?
No, creating an account is optional. However, having an account allows you to track your order history, save shipping details, and manage returns and exchanges more easily.
14. How can I contact Jully Voss?
Email: support@jullyvoss.com
Phone: +44 7478 0736725
Hours: Monday to Friday, 9:00–18:00 (UK Time)
Jully Voss is a brand operated by R&DN Empreendimentos Limited, a private company limited by shares, registered in England and Wales (Company No. 16677592).
Registered Address: R&DN Empreendimentos Limited, Unit 155047 – Courier Point, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FH – United Kingdom.
15. Legal and Mediation Information
In accordance with UK consumer law, if you have contacted our Customer Service and have not obtained a satisfactory response, you may seek free mediation through an authorised UK dispute resolution body. European consumers may also use the Online Dispute Resolution (ODR) platform provided by the European Commission: https://ec.europa.eu/consumers/odr
16. Accessibility Commitment
Jully Voss is committed to ensuring that its website, www.jullyvoss.com, is accessible to all users, including individuals with disabilities, in compliance with the Web Content Accessibility Guidelines (WCAG 2.1). We continuously work to improve keyboard and screen reader navigation, enhance colour contrast, optimise mobile display, and ensure all forms and documents are accessible. If you experience any accessibility issues, please contact support@jullyvoss.com. We will respond within 5 business days.