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READY FOR SUMMER? CHECK OUR SWIMWEAR AND BOARDSHORTS ON SALE ! MEN | Women | Boys

FAQ

Order

Placing an order

– Browse and shop on the website. Once you have chosen your article in the size you require, add it to the shopping cart. When you have finished shopping, click on the shopping cart and ‘Checkout’.
– When proceeding to checkout, you can create a customer account to complete your order or proceed to payment using guest access.
– Select a shipping method (Standard or Express) before proceeding to payment (credit card or PayPal).

Note: Only delivery within the United Kingdom is available for the UK website. The same applies to other country websites: delivery within Germany when ordering on the German website, delivery within Spain when ordering on the Spanish website and delivery within France for the French website.

Order preparation and shipment timelines

Any order validated before 11:00am GMT+1 (10:00am GMT) from Monday to Friday shall be prepared and shipped on the same day. All orders validated after 11:00am GMT+1 (10:00am GMT) will be shipped on the following working day. These timelines do not include public holidays. Delivery times depend on the destination address and method of shipment selected (Standard or Express).

Modifying / Cancelling an order

Given to our order preparation times, we are unfortunately unable to modify or cancel an order which has been validated.

Note: You have a period of 30 days within which to return any articles that are not entirely satisfactory. Once the returned article has been received by us, you will receive a refund as soon as possible.

Invoices

Once your order has been shipped, you can access the corresponding invoice in your online customer account (log in first). If you placed an order using guest access, your invoice can be accessed in the online ‘Order Tracking’ section. In both cases, you can download your invoice in PDF format.

Delivery

Countries we deliver to

Volcom.co.uk offers delivery within the United Kingdom only (excluding the Channel Islands)
Note: UPS does not deliver PO boxes.

Delivery costs

Delivery costs depend on your order total and method of shipment selected (Standard or Express)

 Territory   Service   Carrier   Delivery times   < £50   >£50 
    United
    Kingdom   
    Standard        UPS       3-5 working days        £3.90       Free of charge  
    Express        UPS Express        1-2 working days        £6.00       £6.00 

Delivery timelines

Delivery takes 3-5 working days using the Standard shipment service and 1-2 working days using the Express service, from the time we transfer your order to our carrier.
Order preparation and shipment times should be added to delivery times. Any order validated before 11:00am GMT+1 (10:00am GMT) from Monday to Friday shall be prepared and shipped on the same day. All orders validated after 11:00am GMT+1 (10:00am GMT) will be shipped on the following working day.
These timelines do not include French public holidays (January 1st, Easter Monday, May 1st, May 8th, Ascension Thursday, Whit Monday, July 14th, August 15th, November 1st, November 11th, December 25th).

Delivery addresses

You can save several delivery addresses in your online customer account. Use the ‘Addresses’ section of your account to do so. Once a new address has been added, you can set it as the default invoice or delivery address. Otherwise, it will be saved as an additional address for your future orders.

Order tracking

Once your order has been shipped, you will receive an email detailing the order tracking number. You can also track your order via your Volcom online customer account (order being prepared, order shipped, etc.)

Absent on the day of delivery?

If you are absent on the day of delivery, UPS will attempt to deliver your order for three consecutive days. Please specify a delivery address where you are most likely to be available (your place of work, for example)

Returns

You have 30 days to return any article that is not entirely satisfactory.

Note: Volcom will refuse to accept any damaged, worn, soiled or incomplete articles (label and original packaging required). Once the returned article(s) have been received and processed by our Logistics department, a refund will be made as soon as possible, via the method of payment used to place the order.

Returns procedure


Returns > £50:

The return costs are at Volcom's expense for orders above £50 and in the case you follow the return procedure set forth below:

To return any article that is not entirely satisfactory, access your online order:

From your VOLCOM customer account:
- Log in to your customer account entering your username and password.
- Select the item you want to return and click on "Vue Order"
- Click on "Return this item" and follow the instructions.

OR

Without a VOLCOM customer account :
- On the homepage, click on "Account" & "Track Order" to open the "orders & returns" page
- Enter the order number of the item you want to return (Order # 3000+5numbers).
- Click on "Return this item" and follow the instructions.

Your package must be submitted within 30 days after your return request is submitted. Outside the time limit your prepaid shipping label will be expired.

Returns < £50:

Customers are responsible for return fees to our warehouse in France when the order amount is lower than 50£ (excluding shipping fees). The return needs to be requested as follows:

To return any article that is not entirely satisfactory, access your online order:

From your VOLCOM customer account:
- Log in to your customer account entering your username and password.
- Select the item you want to return and click on "Vue Order"
- Click on "Return this item" and follow the instructions.

OR

Without a VOLCOM customer account :
- On the homepage, click on "Account" & "Track Order" to open the "orders & returns" page
- Enter the order number of the item you want to return (Order # 3000+5numbers).
- Click on "Return this item" and follow the instructions.

As you are responsible for the return shipment, you can choose your own carrier, however we advise you to get a trackable service to avoid any issue. Any package received without appropriate franking will be refused and returned to the sender.

The return reference (@RMA+ 5 figures) needs to be written down legibly on the the return parcel, otherwise the return shall not be processed.

For any question, do not hesitate to contact us through our contact form, by emailing eu.service@volcom.com or by calling +44 1634 540265(cost of a loca call).

Exchanges

Exchanging articles

Volcom.co.uk does not currently offer exchanges online.

NB: However, you have 30 days within which to return an article that is not entirely satisfactory. You can then place a new order on our website.

Payment

Payment methods

Volcom.co.uk offers several online payment options:
– Credit card (MasterCard, Visa, Maestro, American Express)
– PayPal

Payment security

All bank transactions are secured via the Ogone payment system. All information provided to process the payment is encrypted by means of the SSL protocol. This data can neither be detected, nor intercepted, nor used by third parties. Nor can it be retained by our IT systems, in accordance with current legislation.

Currencies

Prices on volcom.co.uk are available in sterling pounds (£) only for the United Kingdom. Prices are only available in euros (€) for Germany, Austria, France, Italy and Spain.

VAT

Product prices include all taxes. Details of VAT will be specified on your invoice, available in your online customer account. Please note that the VAT applied is that of the country of delivery.

My Volcom.co.uk account

Customer account

There are many advantages to creating a customer account on volcom.co.uk:
– You can update your personal details and modify your password.
– Your addresses (invoice and delivery) are saved for future orders
– Order tracking is available online
– Your order history is available at all times
– You can set your preferences for information e-mails (news, product focus, promotional offers, etc.)

Newsletter

You can find out about our latest promotional offers, events and news by subscribing to the Volcom newsletter. Register on the bottom left of the homepage, in the ‘Connect with Volcom’ section or when you create a customer account by ticking the ‘Please add me to the Volcom Family email list’ box. You can then set your preferences in the ‘Email Preferences’ section of your online customer account.

Promotions

Volcom Days

Subscribe to our newsletter to receive exclusive offers and the latest news on our products Volcom

Enjoy our sales from the 28/06 to the 08/08 included. Offer only valid on www.volcom.co.uk and www.volcom.eu Does not apply on the New Collection, the Georgia May Jagger collection and the Good Deals. References that are part of the new collection and are not concerned by by our sales at all: A0511700, A0741600, A1111601, A1131600, A1131601, A1131603, A1611700, A1931501, A1931503, A1931506, A1931510, A5211703, B1111709, C1111601, C1131601, C1931500, C1931501, D5511105, D5511561, D5511588, D5531413, D5831510, D5921600, D6311587, F5511511, F5511561, F5541307, F5831400, F6331300, V4011515, V4011608, V4011772, V4011774, V4011775, V4031603, B0131715, B0131750, B0131751, B0131752, B0131753, B0131754, B01317X0, B01317X2, B01317X3, B01317X4, B0531702, B0531703, B0531704, B0531706, B0531750, B05317X1, B0731701, B0731702, B0731704, B0731750, B0731751, B0731752, B07317X3, B0931703, B1131705, B1131750, B1131751, B11317X2, B11317X3, B1331706, B1331712, B1331718, B1331750, B1331751, B13317X1, B1431709, B1531700, B1531702, B1531704, B1531706, B1531710, B1531750, B1531751, B1531752, B1531754, B1531755, B1531756, B1531757, B1531758, B1531759, B15317X1, B15317X2, B15317X3, B1931701.

Application of our promotional codes

A promotional code cannot be applied or deducted from your invoice once your order is validated. You can ask our customer service to cancel your order if possible or make a return if needed.

Customer Service

Contacting us

For all queries about your order, our products and more, you can send us your request via our contact form or speak directly with our Customer Service via our online chat service (subject to availability of our Customer Service agents and our ambassadors). You can also contact us by email: eu.service@volcom.com.

Opening hours

Our teams are available from Monday to Friday, from 9am to 1pm and 2pm to 6pm (5pm on Fridays) at the following number: +44 1634 540265. These opening hours are GMT+1 and do not include French public holidays (January 1st, Easter Monday, May 1st, May 8th, Ascension Thursday, Whit Monday, July 14th, August 15th, November 1st, November 11th, December 25th).