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Returns Policy
We want you to be completed satisfied with your purchase from Voyage Maison, but we understand that there may be a reason that you may want to return an item. You are welcome to send it back to us within 14 days, subject to the following conditions:
Goods must be returned, unused, unassembled and in a resalable condition. It must be in its original condition and packaging for a full refund, excluding delivery costs.
If your original packaging was damaged and needing replaced, please contact Voyageshop@voyfab.co.uk before returning. Please do not affix labels to boxes, labels must go onto an outer bag so the boxes are not damaged. If you require an outer bag, please contact us.
Voyage Maison reserves the right to make a deduction for any missing parts, signs of assembly or damage to the product.
Fragile products being returned must be appropriately or substantially packaged to avoid the risk of returns being damaged during transit. Whilst we have a responsibility to properly package your items for delivery, our customers also have a similar responsibility to ensure items are properly packaged for return transit.
Please read the following before initiating a return request
Returns Process and Information
Your UK consumer rights are protected
We do not operate a free returns policy unless the product has been damaged in transit, develops a manufacturing fault, or does not match your order
Before returning your goods, you must contact us beforehand to receive authorisation from us. You should quote the reference number, given to you by our Customer Services team, in future correspondence with us
If any product is received by you is damaged, we must receive photographic or video evidence (including shots of the packaging before we are able to provide a return approval authorisation. Please email your proof of damage to voyageshop@voyfab.co.uk
On requesting a product to be returned, you will need to provide us with basic details such as
Your name
Order number
Email address
The reason for the return
Once the returns request has been reviewed, you will be contacted by email with information on the next steps
Return carriage costs are to be paid for by the customer. If we are found to have been responsible for a return, we will refund the cost (subject to Royal Mail pricing)
If you do not have the original outer packaging, please state this in your returns request. Arrangements can be made to send you a replacement outer shell to reduce the risk of damage in transit and protect your refund status – please email voyageshop@voyfab.co.uk to make this request.
Your Right To Refund and Our Rights
Goods received without a returns authorisation email may not be processed for refund
The goods remain your responsibility until received by Voyage Maison
Please retain and use the original outer packaging particularly on fragile items that may need to be returned. We use a double layered box that helps to prevent damage in transit. If you do not have the original outer packaging, please state this on your returns request. Arrangements can be made to send a replacement outer shell to you to reduce the risk of damage in transit
If we determine that your product has not been returned to us in a fully re-saleable condition in its original packaging, we reserve the right to refuse to refund the cost of the item or only issue a part-refund and you may still be charged for return costs
We document the condition that packages and goods are received by us in the event of any dispute
We aim to process all agreed refunds within 14 days of receipt
We will refund you directly to your original method of payment within 3 - 5 working days. Your bank may take additional time to process the refund into your account
Returns exclusions
The following items are always excluded from our returns policy:
Wallpaper - All wallpaper is available by the metre, printed to order and therefore please check you are happy with the quality of your order before you cut. Ideally, we advise all customers to order a sample in the first instance
Made to order items - Once a custom-made product is in production it cannot be changed, cancelled or returned
Fabric Remnants are Non-Returnable - Clearance fabric is the last remaining cut of fabric from a roll and is therefore non-returnable
Ex-Display / Sample Items are non-returnable
If we decide that a refund cannot be processed, you will be contacted by our customer service team.
Products should be returned in their original packing where possible. Once received, they will be reviewed by our customer service team to ensure they meet the acceptance criteria in accordance with our returns policy.
Our policies do not affect our statutory rights.
To proceed with a return, please initially email us at voyageshop@voyfab.co.uk
Returning Faulty or Incorrect Items
If the item you received is damaged, incorrect or becomes faulty please email us at voyageshop@voyfab.co.uk and our customer service team will advise on what to do next
Please retain the original outer packaging particularly on fragile items that need to be returned. This is a double layered box that will help to prevent damage in transit. If you no longer have this or it has been damaged, please notify us by email and arrangements can be made to send a replacement outer shell to you
We do not offer a collections service unless the item is a piece of furniture
Please allow up to 14 working days for your parcel to return to us
It is very important to securely fix the returns address label to your parcel so that we will be able to identify receipt of your return and work towards processing your refund
We will process successful refund claims within 3 - 5 working days