Frequently Asked Questions (FAQ) - VoltÉlan
Frequently asked questions
Can't find your answer? Write to us at support@voltelan.com, we reply Monday to Friday.
Orders and shipping
What are your delivery times?
Allow first for order preparation, then for transit:
- Preparation: 24 to 72 business hours after payment is received.
- Mainland France and Belgium: 5 to 8 business days.
- Other European Union countries, United Kingdom, Switzerland, Norway: 5 to 8 business days.
- United States and Canada: 8 to 14 business days.
- Express option ($17): 4 to 7 business days in Europe, 8 to 14 business days in North America.
What are the shipping costs?
- Standard shipping is free on orders over $67, in Europe and in North America.
- Below $67: $4 in Europe, $6 to the United States and Canada.
- Express shipping: $17 to any destination.
How do I track my order?
As soon as your order ships, we email you a tracking link. You can also follow your order from your customer account on voltelan.com. If tracking hasn't moved for more than 4 business days, write to us: we open an investigation with the carrier.
Can I change or cancel my order?
Yes, within 24 hours of confirmation and as long as the order hasn't shipped. Contact support@voltelan.com right away with your order number.
Returns and refunds
How long do I have to return an item?
You have 30 days from receipt to request a return. This period comes on top of the legal 14-day right of withdrawal you have in the European Union.
What are the return conditions?
The item must be in new condition, unworn, unwashed, with the original tags attached and in its packaging. The following cannot be taken back: worn lingerie, pierced earrings and personalized items.
How much does a return cost?
- In Europe: we send a prepaid label on simple request to support@voltelan.com, so the return costs you nothing.
- United States and Canada: return shipping is at your expense if you change your mind. We cover it if the item is defective or does not match your order.
How long until I'm refunded?
The refund is issued within 5 to 7 business days after we receive and inspect the item, to the original payment method.
Payment
Which payment methods do you accept?
Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Shop Pay and Bancontact.
Is my payment information secure?
Yes. Payment goes through Stripe and PayPal, with 256-bit SSL encryption and 3D Secure authentication. No card data is stored on our servers.
Sizes and products
Are your sizes European sizes?
Yes. Our brands are European, Italian and Polish, and our sizes follow the European standard (36 to 46 for most pieces, 34 to 48 on some pants). Between two sizes, take the larger one: the cuts tend to run small. Each product page has its own measurement chart, also gathered in our size guide.
Where do your products come from?
Our brands are European: Lèmme in Italy for knitwear, Nife, Numoco, Moe and Awama in Poland for dresses, blouses and pants, Triumph for lingerie. Some of the pieces are made by partner workshops in Asia and shipped directly from their warehouse, without going through an intermediate stock in Europe. That explains both our prices and delivery times longer than those of a seller who holds stock in France. We would rather say so plainly than leave you waiting with no explanation.
Knitwear care
How do I wash a wool sweater without damaging it?
By hand or in the machine on a wool cycle, at 30 °C maximum, with a wool detergent and no fabric softener. Low spin, dry flat on a towel, never on a hanger or in the dryer. An extra-fine merino sweater can take the machine on a wool cycle; a cashmere sweater is best washed by hand. The detail by fiber is in our care guide.
How do I wash a cashmere sweater?
By hand, in cold or lukewarm water (20 to 30 °C) with a few drops of wool detergent. Let it soak for five minutes, press without wringing, rinse at the same temperature, then dry flat away from a radiator. Two or three washes a season are enough: in between, air it out overnight.
What exactly is cashmere?
Cashmere is the fine down combed from under the coat of the cashmere goat, raised mainly in Mongolia and China. It is warmer than sheep's wool at equal thickness and softer because the fiber is finer, 14 to 19 microns. On our product pages, "pure cashmere" means 100% cashmere; "cashmere blend" states the exact percentage of cashmere in the composition.
How do I remove pilling from a sweater?
Lay the sweater flat and run a cashmere comb or a fabric shaver over it without pressing, in the direction of the knit. Pills appear where the fabric rubs (bag, elbows, belt) during the first weeks, then lessen. They are not a defect: short natural fibers work their way to the surface.
How do I recover a felted or shrunken wool sweater?
Soak it for thirty minutes in lukewarm water with a tablespoon of hair conditioner or glycerin, gently stretch it flat in both directions back to its measurements, then let it dry flat. The result depends on how far the felting has gone: a sweater that went through a hot dryer will not fully come back.
Customer service
How do I contact you?
By email at support@voltelan.com, Monday to Friday. For an urgent claim, put [URGENT] in the subject line of your message.
Do you offer a satisfaction guarantee?
You have 30 days to send back an item that doesn't suit you and be refunded in full, under the return conditions above. See our complete return policy.