Frequently asked questions

Cannot find your answer? Write to support@voltelan.com, we reply Monday to Friday.

Orders and delivery

How long does delivery take?

Count the processing time first, then transit:

• Processing: 24 to 72 business hours after payment.
• Mainland France and Belgium: 7 to 12 business days.
• Other European Union countries, United Kingdom, Switzerland, Norway: 8 to 14 business days.
• United States and Canada: 8 to 15 business days.
• Express option (€15): 4 to 7 business days in Europe, 6 to 12 business days in North America.

What does shipping cost?

• Standard delivery free over €35, in Europe and in North America alike.
• Below €35: €2.90 in Europe, €4.90 to the United States and Canada.
• Express delivery: €15 whatever the destination.

Rates are set in euros; in dollars they are converted at the day's rate at checkout.

How do I track my order?

As soon as your parcel ships, you get an email with the tracking link. You can also track your order from your account on voltelan.com. If tracking has not moved for more than 4 business days, write to us: we open an enquiry with the carrier.

Can I change or cancel my order?

Yes, within 24 hours of confirmation and as long as the order has not shipped. Contact support@voltelan.com straight 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. In the European Union this comes in addition to the statutory 14-day right of withdrawal.

What condition must the item be in?

As new, unworn, unwashed, original tags attached and in its packaging. We cannot take back worn lingerie, pierced earrings or personalised items.

What does a return cost?

• In Europe: ask at support@voltelan.com and we send a prepaid label, so the return costs you nothing.
• United States and Canada: return postage is at your expense if you changed your mind. We cover it when the item is faulty or is not what you ordered.

How long until I am refunded?

The refund is issued within 5 to 7 business days of us receiving and checking the item, to your original payment method.

Payment

Which payment methods do you accept?

Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Shop Pay and Bancontact.

Are my card details safe?

Yes. Payment goes through Stripe and PayPal, with 256-bit SSL encryption and 3D Secure authentication. No card data is stored on our servers.

Sizing and products

Do your sizes run true?

Our sizes follow the European standard. Between two sizes, take the larger one: the cuts run rather small. Every product page carries its own measurement table, also gathered in our size guide.

Where do your products come from?

Our pieces are made by partner workshops in Asia and shipped straight from their warehouse, without passing through an intermediate stock in Europe. That is what explains both our prices and delivery times longer than a seller holding stock locally. We would rather say so plainly than leave you waiting without an explanation.

Customer service

How do I contact you?

By email at support@voltelan.com, Monday to Friday. For an urgent complaint, put [URGENT] in your subject line.

Is there a satisfaction guarantee?

You have 30 days to send back an item that does not suit you and be refunded in full, under the return conditions above. See our full refund policy.