Frequently Asked Questions

Yes — we offer free shipping on all orders within the United Kingdom, with no additional charges. Voxelvu currently ships exclusively within the UK.

Orders are processed within 1 to 3 business days (Monday–Friday), excluding weekends and public holidays. Orders placed after 5:00 PM GMT begin processing the next business day. After dispatch, delivery takes 3 to 8 business days — a total of approximately 4 to 11 business days.

Once dispatched, you'll receive a shipping confirmation email with a tracking number. Please allow up to 24 hours for the tracking to become active.

If your order hasn't arrived within the estimated window, we'll open a carrier investigation 3 business days beyond it (14+ days total). Contact support@voxelvu.com — if the package is confirmed lost, we'll offer a full refund or reshipment at no additional cost.

Please make sure your address is accurate at checkout. Voxelvu isn't liable for orders delivered to incorrectly provided addresses, and re-shipping fees may apply if packages are returned to us. See our Shipping Policy.

You may cancel within two (2) hours of purchase by emailing support@voxelvu.com. You also have a 14-day cancellation right under UK consumer law. If your order has already shipped, please follow our return process.

Please contact us within 48 hours of delivery with your order number and clear photographic evidence of the damage. We'll assess it and provide a replacement or refund, and we cover the return shipping.

Please contact us immediately at support@voxelvu.com with your order number and a photo of the item received. We'll arrange for the correct item to be sent and cover all associated return shipping costs.

Items can be returned within 30 calendar days from delivery, in their original, unused, and resalable condition with all tags attached and in their original packaging. A valid proof of purchase is required, and we charge no restocking fees.

Email support@voxelvu.com with your order number and reason. Once approved, we'll send you a Return Merchandise Authorisation (RMA) number and instructions. Securely repackage the item with all tags, mark the RMA number on the outside, and ship it to Devonshire St N, Manchester M12 6JH, United Kingdom.

Return shipping is covered by the customer, except for defective, damaged, or incorrect items — in those cases, we cover it.

Once your return is received, inspected, and approved, your refund is processed to your original payment method within 5 business days. Your bank or card provider may need additional time to post the credit.

We do not offer direct exchanges. Please return your original item and place a new order for the piece you'd like instead.

Nothing in our policy affects your statutory rights under UK consumer law, including the right to cancel within 14 days of receiving your goods. Full details are in our Refund Policy.

We accept Visa, Mastercard, and American Express. Payment is collected at the time of placing your order, in British Pounds (GBP).

Yes — all prices are shown in GBP and are inclusive of applicable VAT for customers within the United Kingdom. The total at checkout is the final amount you'll be charged, with no hidden fees. Our VAT number is GB 482 8900 12.

Yes. All transactions use SSL-encrypted (HTTPS) connections and are PCI DSS compliant. We will never ask for your payment details via email, phone, or social media.

Our terms are governed by the laws of England and Wales, with disputes resolved in the courts of England and Wales. See our Terms of Service.

We collect contact details (name, address, phone number, email), payment and financial information, account details, transaction history, and device/usage data.

We use it to provide our services — including processing payments and fulfilling your orders — as well as customer support, marketing where permitted, fraud prevention, and to comply with our legal obligations.

We share data with Shopify, vendors, and other third parties who perform services on our behalf (e.g. IT management, payment processing, data analytics), and with business partners where appropriate.

Yes. We request your consent before placing non-essential cookies on your device. You can adjust cookies in your browser, though this may limit some functionality.

Under UK GDPR, you have the right to access, rectify, and erase your data, restrict or object to processing, request portability, and withdraw consent. You may also lodge a complaint with the ICO. To exercise any right, email support@voxelvu.com. See our Privacy Policy.

Reach us at support@voxelvu.com or by phone at +44 20 3769 2233. We typically respond within 24 hours.

Business hours:
Monday – Friday: 8:00 AM – 6:00 PM
Saturday – Sunday: 10:00 AM – 4:00 PM

Our company address is 1 Norton Ave, Levenshulme, Manchester M12 5TJ, United Kingdom. Returns are sent to Devonshire St N, Manchester M12 6JH, United Kingdom.

Voxelvu LLC · Company Registration Number 14839931 · VAT number GB 482 8900 12.