Shipping & Returns Policy.

1. Seller and contact details

Your seller is LARA MEDIA GROUP LTD, trading as The VOU, company number 13952247. Registered office: 167-169 Great Portland Street, London W1W 5PF, United Kingdom. Operating and contact office: 4 Maddox Street, International House, Floor 6, London W1S 1QP, United Kingdom.

Email [email protected] for delivery problems, cancellation notices or return instructions. These office addresses are correspondence addresses, not parcel-return addresses unless we specifically instruct you to use them.

2. Delivery information before you order

The information for your purchase must identify the available delivery destinations and methods, the delivery charge or how it is calculated, and the delivery timetable before you commit to paying. A country appearing in an address selector does not by itself promise that we deliver there.

Any production or dispatch period must be distinguished from transit time. If separate items will arrive separately, the order information must explain this. A made-to-order production process does not automatically make a standard item a legally personalised product.

For consumer goods, we must deliver without undue delay and normally within 30 days after the contract is made unless a different delivery period is expressly agreed. Your agreed delivery date takes priority over a generic estimate. We will tell you if a problem affects delivery.

3. Late or failed delivery

If we miss an agreed delivery date, contact us. Depending on the circumstances, you can require delivery within an appropriate additional period and cancel if we do not deliver within that period. You may be entitled to cancel immediately where we refuse delivery or timely delivery was essential under the applicable rules.

If the contract ends because we have not delivered as required, we will reimburse the sums due without undue delay. Please tell us about an essential event date before ordering so that it can be agreed as part of the purchase.

4. Who is responsible while goods are in transit?

Where we arrange the carrier, the goods remain at our risk until you, or a person you identify to receive them, takes physical possession. The law has a different rule if you independently commission a carrier that we did not offer. A tracking status alone does not decide whether the goods have legally been delivered.

Contact us if goods are lost, damaged or arrive incomplete. We may ask for information that helps investigate, such as packaging photographs, but a particular photograph is not an absolute condition of a statutory remedy. You do not have to resolve our contractual responsibility solely with our courier.

5. Changing your mind about an online purchase

For eligible physical goods ordered online, you can cancel without giving a reason. The cancellation period normally ends 14 days after you, or your nominated recipient, receives the goods. Where one order is delivered in separate goods, lots or pieces, the applicable period generally runs from receipt of the last relevant delivery.

You can notify us before delivery as well as after it. Email your decision to [email protected], or send a clear cancellation statement to our operating and contact office. An order number helps us find the purchase but is not the only acceptable proof of it. You do not need prior approval or a particular form to give a valid cancellation notice.

Send the goods back no later than 14 days after telling us you are cancelling, unless we have agreed to collect them. Retain evidence of dispatch. Contact us promptly if the return instructions are missing or unclear; requesting instructions must not be used to defeat your cancellation rights.

6. Handling, packaging and return costs

You can inspect and try on an item as you reasonably could in a shop to establish its nature, characteristics and functioning. Eligibility for a statutory return is not subject to an absolute requirement that the item be unopened or unused with every tag and piece of packaging intact.

Please protect goods for the return journey and include original packaging and tags where reasonably possible. We may make a lawful deduction for a genuine loss in value caused by handling beyond what was necessary. We will explain any such deduction. There is no general restocking or cancellation fee for exercising the statutory cooling-off right.

For a change-of-mind cancellation, you pay the direct return cost only where we informed you of that responsibility before purchase. Where goods cannot normally be returned by post, any required estimate of the return cost must be provided before purchase. We bear reasonable return costs for goods that are faulty, not as described or otherwise do not meet the contract.

7. Exceptions to change-of-mind cancellation

A statutory exception may apply to genuinely custom-made or clearly personalised goods, or to sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed after delivery. We must identify any applicable exception before you buy. Ordinary clothing, a selected standard size or a standard item made after ordering is not automatically excluded.

An exception to change-of-mind cancellation does not remove your rights if the goods are faulty, misdescribed or otherwise fail to meet the contract.

8. Refunds for cooling-off cancellations

We reimburse the price of the cancelled goods and the cost of the least expensive standard delivery option offered for the order. If you chose a more expensive option, the extra cost need not be refunded. The treatment of delivery charges for a partial return depends on the order and the applicable rules; we will explain it.

Refunds must be made without undue delay. Where we have not offered to collect the goods, the deadline is normally 14 days after we receive them back or, if earlier, receive evidence that you sent them. Where we offer collection, the applicable deadline is normally 14 days after your cancellation notice.

We refund through the same payment method unless you expressly agree otherwise, without charging a refund fee. Any lawful deduction for diminished value will be explained separately.

9. Faulty, misdescribed or unsuitable goods

Goods must be of satisfactory quality, as described and fit for the applicable purpose. The Consumer Rights Act 2015 normally gives a 30-day short-term right to reject non-conforming goods, subject to its rules about when the period starts and any agreed repair or replacement.

After that period, you may be entitled to repair or replacement at our expense, within a reasonable time and without significant inconvenience. Where the relevant conditions are met, including an unsuccessful repair or replacement, impossibility or unreasonable delay, you may have a right to a price reduction or final rejection.

A fault appearing within the first six months is generally presumed to have been present when goods were delivered unless that presumption is disproved or incompatible with the nature of the goods or fault. Rights do not automatically end after six months or at the end of a commercial guarantee. They do not cover ordinary wear or damage you cause.

For a statutory rejection, a refund must be given without undue delay and normally within 14 days after we agree that you are entitled to it. Sale goods carry the same statutory protection. Please see the Cancellation & Refund Policy for our cancellation notice template.