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FAQs

General Information

How do I contact Voyage Outlet?

You can contact us via email at voyageoutlet@voyfab.co.uk or call us on 0141 641 1700 Monday-Friday during opening hours. Please visit our contact us page where you will find our telephone, business address, email addresses, and any other relevant contact info. 

The wallpaper I am looking for is not listed on your site. Can you help?

In most cases the answer is Yes. Please contact us with as much information as possible. For example, Product name, Product range, Pattern number, Batch code etc. If you do not have that information to hand, please send us a brief description of the product you are looking for or simply send us an image if you have one available. The more information you can provide us with the quicker we will be able to respond to your request.

Can you supply fabric to match my wallpaper?

We can do for certain ranges, however not for all wallpaper. We would recommend that you contact our Customer Service Team to discuss your needs further and someone will be happy to assist you further.

Is the wallpaper shown online an exact match of the physical product itself?

We always recommend ordering a sample of wallpaper as the colour shown on your computer screen may vary from the physical product itself. When photographing our wallpaper, fabrics or any product that is cut or made to order, we strive to ensure that the colour matches as closely as possible, however every computer monitor has different settings and as a result products may appear to be a lighter or darker shade than it is. We also welcome any questions on products and at times can provide live images of products we have on display.

What size are the samples?

We try to provide samples that are a suitable size for its intended purpose. Sizes may differ for wallpaper and fabric samples. For example, our fabric samples range from small 15cm square cut outs to 30cm cut outs. Our wallpaper samples vary from smaller samples to 30cm samples. Select wallpaper ranges will have larger sizes samples, if so, we will inform you when ordering.

The product I ordered is out of stock, what happens now?

All of our products are designed by our in-house team and are our own Voyage Maison branded goods. This means that we always have access to stock of any item (except for certain discontinued, clearance lines and older products that are no longer available).

If for any reason the item, you have ordered is out of stock or unavailable to ship we will contact you as soon as possible to let you know the expected date of delivery. A member of staff will be happy to assist you with either pre-ordering the item or cancelling if the time frame is unsuitable. Stock levels are always changing due to the high volume and demand of our products. Our team are regularly updating the website to reflect stock but if any errors appear please note we will aim to update these as quickly as possible.

The product I received looks different from the image on the website!

We make every effort to present products, prices and colours correctly, as we put a lot of care and attention into our photography process. All images presented on the website are faithfully depicting the real product, but colours may vary slightly due to screen settings on the device you are using and that may affect the hue and shades of the product image. On the rare occasion, product images are sometimes enhanced to better show off the design.

Do you provide extra support for styling?

Whether you are looking some friendly decorating advice, or some assistance in completing the purchase of products in our online store, our Customer Service team are here to help. We also have several experienced designers standing by to help with all your crafting queries so feel free to get in touch today. Looking for further inspiration? Check out our Instagram social channel.

Payment & Ordering 

What Payment Methods are accepted?

Voyage Outlet currently accepts most major credit & debit cards and online payment providers. These include: Visa, Switch, Mastercard, Delta, Solo, UK Maestro, American Express; as well as providing an alternate payment gateway through Paypal. We also accept finance orders via Klarna, paying 30 days later or in instalments using this provider.

When is Payment taken for my order?

We charge your credit or debit card as soon as you click ‘Confirm’ during the checkout process. If you have selected to pay by Klarna, please refer to Klarna’s FAQ page.

Why won’t my Card Payment go through?

It is not always possible to confirm why your payment has failed, as the process involves our payment system and your own bank. However, if your payment does fail, the first step is to check you have entered all your details correctly. Remember these need to match what is written on your bank statement. Alternatively, please try another card or contact customer services at voyageoutlet@voyfab.co.uk for further advice.

Has my order been received?

Customers will receive an email within a few minutes of placing an order, confirming that the order has been received. Your order number and details will be stated in this email. You may also open an account on Voyage Outlet so that you may check the status of your order at any time simply by logging in to your account. We also welcome customers to email us to confirm their order has been received or dispatched if for any reason you are unable to access your email.

Can I cancel my order?

Orders that have already been shipped cannot be cancelled.  Our customer service team will advise you at the time of contact if your order has been dispatched or not. The buyer has the option to return the item for a refund – following our Refund Policy. Please note, custom order, made to order, clearance, and ex-display products are not eligible for returns/refunds.

Do you charge Value Added Tax [VAT] on your products?

All prices shown on Voyage Outlet have VAT already applied at 20% for UK Customers and at 23% for our Republic of Ireland customers. If you would like a copy of a VAT receipt for any purchases, please contact us via email and a member of our team will be happy to assist.

I live in the Republic of Ireland; will my parcel have customs and import charges?

If you live in the Republic of Ireland, we take all steps accordingly to clear your goods through customs and will handle this process on your behalf. However, there may be certain instances out with our control that may result in custom fees be charged which we cannot be liable for. You can check with your local customs office if the item you are ordering is subject to additional customs charges.

Delivery & Returns 

Is Buying online with Voyage Outlet safe?

Our payment system is secure, it is PCI compliant, and PSD2 compliant through our 3D secure checkout.

3D Secure is an additional security layer for online credit and debit card transactions. It adds an authentication step for online payments by redirecting the customer to the card issuer’s domain, then back to the online store’s domain to complete payment.

Do you ship internationally?

Currently, we only ship to addresses in the UK and the Republic of Ireland. – the latter via voyageoutlet.ie

Do you ship to the Republic of Ireland?

We can accept orders from customers in the Republic of Ireland once again. These orders will be processed by Voyage Maison Ireland [VMI]. Please note, we can accept orders for most products excluding furniture at this time.  All shipments will have a flat rate fee of €24.95 per order. For any additional products – large, fragile or bulky goods – this will incur and additional charge of 50% of the shipping rate (€12.50).

How much do you charge for delivery?

Our delivery prices vary depending on the item(s) and location of your delivery address – therefore we do not have a flat rate fee. If you wish to double check before ordering, please contact us at voyageoutlet@voyfab.co.uk or call us on 0141 641 1700 – alternatively you can double check prices on our Delivery Policy page. Your delivery price will be calculated automatically at checkout as standard.

How long does Delivery take?

Delivery times vary depending on the product you have ordered and stock availability, with standard delivery time usually between 5 to 7 working days. Wallpaper can take between 7 to 10 working days to be delivered. Furniture can take up to 13 weeks as they are made to order, while framed prints and selected lighting products can take approximately 3 weeks to be delivered.

What if I’m not home when my order is delivered?

Don’t worry! If you miss your delivery, the courier will leave a calling card to rearrange delivery or permit you to pick up from a local access point. Please note, if the order is not collected within 14 days the courier will return the goods to us.

Can you deliver an order to a different address?

Yes. Simply add the alternative delivery address when prompted in the checkout process. Alternatively, if you wish to change the delivery address after your order has been placed please email us and let us know the new details as quickly as possible. If your order has already been dispatched, we cannot guarantee that we can change the address in mid-transit.

There is an item missing from my order, what should I do?

If there are any items missing from your order, please contact us immediately so we can track it down for you. You have 48 hours upon taking receipt of your delivery to let us know about the missing items. If you fail to notify us within the time frame, you may be charged for the product again.

What if the product I receive is faulty or damaged, what should I do?

In the event of faulty or damaged goods, please report it within 48 hours to our Customer Service team along with photos of the fault/damage, and we will aim to resolve this for you.

If there is any damage to the outer packaging, please note this when signing for the delivery. And if you can take photos of the damaged packaging then it would assist us in putting a claim in against the courier company.

If you have ordered fabric or wallpaper or similar goods, please provide us information such as the product code or batch number, so that we can replace with the exact same product.

Please note, you must report any damages or shortfall to us within 48 hours of receipt of goods, failing to do this means we reserve the right to refuse any claims after this period. View our full returns policy for more information.

Do I have to pay anything to return my items?

Return costs are paid for by the customer, unless we are found to be responsible for the return then we will refund the cost - for damaged or faulty goods (subject to Royal Mail pricing). View our full returns policy for more information.

How do I return an order or item?

Due to the bespoke nature of some of our products, we are unable to issue refunds on items that have been cut for you, made to measure products and part orders. We always recommend that you order a sample first to avoid any confusion regarding colour, scale of pattern, finish etc.

Any products from our Clearance Basket or Ex-Display Sale section cannot be returned.

Many Voyage products are printed to order and if a design is printed at different times there is no guarantee that colours match exactly unless they are printed on the same run.

All other items may be returned within 14 days of delivery. Items must be returned undamaged and in their original packaging. View our full returns policy for more information.

How will I be refunded?

All refunds are made to the original card or payment system used for purchase. To stop potential fraud and to protect all parties involved we cannot make any exceptions to this rule.

Any refund will take 3 to 5 working days to show back in your account.

Accounts

Do I need to register an account to order online?

No, you can checkout as a Guest customer as well. Registering an account does, however, have its benefits. This includes the ability to save your basket, check the status of your order, and what you have previously ordered.

By registering will I automatically receive marketing emails?

The choice is entirely up to you. It is, however, worth mentioning that we do not send out a lot of emails, but when we do they tend to have exclusive offers and discounts not offered to the general public.

What if I forget my password?

Simply click the "Forgotten your password?" link on the log in page. You will then be sent an email with instructions on how to reset your password.

If you do not receive the password reminder email through, please start by checking your spam folder for our email. If you still can’t find it please contact customer services on 0141 641 1700 or email voyageoutlet@voyfab.co.uk

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