Frequently Asked Questions 

HOW TO SHOP?

What is EVA? 

 

EVA (ethylene-vinyl acetate) foam is a copolymer and substitute for rubber and polyethylene. It is non-animal based and does not contain any form of leather.  

 

How do I make a purchase?  

 

When shopping online at www.voilaconcepts.com,  

 

Select the item that you would like to purchase, choose the colour, and quantity, then add to cart. 

You can continue shopping or complete your order by viewing your shopping cart. 

If you would like to process your order, you can log into your account or sign up for a new account if it is the first time you are purchasing. 

Check that your delivery address is correct. 

Choose your preferred shipping option. 

Select a payment method. 

Confirm your order and complete the payment. 

 

You will receive an email confirmation once the payment is successful. Please note that prices listed on www.voilaconcepts.com are in Singapore Dollars (SGD).  

 

What if the item I like is out of stock? 

 

We strive our best to meet our customers’ requests. In the event that the item you like is out of stock, please email us and we will inform you once the item is restocked.  

 

SHIPPING

 

Do you ship internationally and how long will it take for me to receive my item? 

 

We ship internationally to the following countries: Australia, Austria, Belgium, Canada, China, Czech Republic, Denmark, France, Germany, Hong Kong, Indonesia, Italy, Japan, Saudi Arabia, Kuwait, Malaysia, Monaco, Netherlands, New Zealand, Norway, Philippines, Portugal, Qatar, Russia, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, United Kingdom, United States, Vietnam

 

All international shipping will come with tracking. 

 

Your tracking number can be found in the order confirmation email. 

*Please allow 1 business day after dispatch for the order status to be updated. 
 
If you are unable to trace your order after 1 business day, please email us at wecare@voilaconcepts.com

Will I be charged customs and inport duty for my items?

The shipping fee paid during checkout does not include customs and import duties (duty delivered unpaid). Your item may be subjected to customs inspection and the assessment of duties and taxes will be in accordance with local regulations. If taxes and/or duties are incurred for your item, you will be responsible to cover the fees before delivery can proceed. If you refuse the item upon delivery or if the item is unclaimed, the fees incurred for the return of the item (duties, taxes, return fees) will be payable by you before we proceed to arrange re-delivery. In most countries, any customs or import duties are only charged once the item reaches its destination. Voilà Concepts does not have control over these charges; thus, we are unable to include it in the shipping fee or advise on how much the cost will be as it varies between countries. In order to avoid unplanned cost, it will be good to check with your local customs office before placing an order. 

What are the domestic shipping options and how long will it take for me to receive my item? 

 

We offer the following options for shipping within Singapore.  

 

Self-collection at ParkNParcel locations 

Self-collection at POPStation locations 

*Please note that your item(s) must be collected within 5 days from arrival at the POPStation or ParkNParcel locations, or it will be returned to Voilà Concepts. Re-delivery fee will then be chargeable. 

 

Upon confirmation of order, your item will be shipped out within 3 business days. Thereafter, you can expect to receive your item within the above timeframes.  

 

I haven’t received my item(s). Who can I contact? 

 

Please check the updated status of your item. 

 

If you have trouble retrieving the shipping details of your item(s), please reach us here. 

 

PAYMENT MODE

 

What are the accepted modes of payment? 

 

We accept the following modes of payment: 

 

Visa and Mastercard through PayPal, PayPal and Paynow (UEN: 201829284K). 

 

Do I need a PayPal account to make payment? 

 

No, you can opt to pay by credit/debit cards without having a PayPal account.  

 

When you are redirected to the PayPal payment page, you will have two options: 

 

Pay using credit card 

Log in to the PayPal account 

 

RETURNS AND EXCHANGE 

 

What is your returns policy? 

 

Return requests must be emailed to us within 7 business days from the date of receipt.  

Item(s) must be in its original purchase condition, including the original product packaging, documentation, and all accessories. All packaging must be unmarked and not defaced in any manner.  

Any item(s) that you received with tag(s) attached must be returned with the same tag(s) intact.  

All returned item(s) will be reviewed by Voilà Concepts. Item(s) should also match the written or photographic documentation of the item's condition provided when requesting the return. Returns that do not meet these requirements will not be accepted and where applicable, customer may be charged a fee.  

Our flexible returns policy makes your online shopping experience easier. We practise close monitoring on the number of returns made by customers, and continued returns will be flagged and potentially refused at our discretion.  

Voilà Concepts reserves the right to offer a refund based on our sole discretion.  

This Returns Policy does not apply to items that have been stated as non-exchangeable and non-refundable.  

 

How do I return an item? 

 

Mail it back to us: 

 

Pack the item and attach the completed returns form that our team has emailed you.  

Send your item using a traceable* mode of delivery to: 1 Scotts Road #24-10 Shaw Centre Singapore 228208. Your return will be processed within 14 working days from the day we receive your item. 

 

*Please ensure that your return order fulfills our Returns Policy before mailing it back to us. We strongly encourage that your return is sent to us via a traceable mode as we will not be responsible for any lost mail sent through non-traceable mailing options. 

 

How long does it take for my returned item to be processed? 

 

Returns will be processed within 14 business days (not inclusive of weekends and Singapore public holidays) from the date we receive your item. We will send you an email update once your return has been processed. 

 

How will I be refunded? 

 

You will be able to select your preferred refund method upon submitting the return request. 

 

All returns will be reviewed by Voilà Concepts and we reserve all rights to approve/deny any return value. 

 

Do I need to pay to return my item(s)? 

 

Fees will not be charged for returns. However, you will need to cover the postage to send the item(s) back to us. 

 

Can I exchange my purchase? 

 

We regret that we do not accept exchanges currently. 

 

ORDER ISSUES 

 

Can I amend or cancel my order after confirmation? 

 

We strive to ship out your orders as soon as we get them to ensure that they are processed and delivered promptly. This means we are unable to amend or cancel any orders after confirmation. 

 

I received a defective/incorrect item. What should I do? 

 

We are extremely sorry that your item has defects on it.  

 

Please contact us within 14 calendar days of receiving your order with the following information: 

 

Your order number 

The name/ product code of the defected item 

Photograph of the defect (if applicable) 

 

We will be in touch on the next steps to take and advise on the availability of replacement. 

For all items confirmed defective/incorrect, you will be provided with a return postage label to return your order with.  

 

If a replacement is no longer available, a refund will be provided instead. Items returned must be unaltered and intact. 

 

We are very sorry that charges incurred for using other modes of return delivery will not be reimbursed. 

 

STILL CAN'T FIND WHAT YOU ARE LOOKING FOR?

 

You can always reach us at wecare@voilaconcepts.com and we will do our best to get back to you as soon as possible. Do ensure to include all relevant details like order information, photos or anything else that will allow us to help you better. Our customer care team works on all weekdays (10.00am - 6.30pm; GMT+8), excluding Singapore public holidays. 

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