Delivery & returns

Delivery and returns

Two journeys are set out here: the one that brings a box to your door, and the one that takes it back if you decide against it. Free delivery to street addresses in the 27 EU member states, cash to the driver, and 30 days to change your mind.

Last updated: 11 September 2026

What delivery costs

Delivery costs you €0. That figure does not move with the size of the order, the weight of the box, the distance it travels or the floor you live on. There is no minimum and no threshold to reach. One pack of AA batteries goes out on the same terms as four storage boxes and a drying rack.

Our reply gives you one figure covering goods and delivery together. It is not broken into lines, it does not change after you accept it, and the driver has no way to add to it.

Where a box can go

We deliver to street addresses in the 27 member states of the European Union. To put a label on a parcel we need five things from you:

• Street and number.
• Floor, door or entry code, where there is one.
• Postcode and town.
• A name for the parcel — whoever will be standing at the door.
• A mobile number that will be answered while the van is out.

Street addresses only

Payment happens on the step, in person, and that is what sets the limit on where a box can be sent. That rules out parcel lockers, PO boxes, poste restante and any pickup point nobody staffs. Those places can store a box. None of them can take a payment, and none of them will stand there while you look inside.

• A workplace or a reception works, provided the person signing is allowed to pay the figure.
• A neighbour works, provided they know the figure before the van turns up.
• Whoever takes the box is the person who pays for it. Tell them the amount in advance.

Addresses we cannot reach

• Anywhere outside the EU. We do not ship there and cannot arrange it.
• Our own premises. Calle Parcerisa 13 is an office, not a counter, and orders cannot be collected from it.
• Islands and thinly served postcodes are delivered, still at €0, but the journey is longer and some carriers only run there on set days. Put the postcode in your first email and the reply will set out the timing for it, before anything is dispatched.
• An address the carrier cannot make sense of. Incomplete addresses send more boxes back to us than any other cause, so read the address in our reply before you accept the figure. That text is copied straight onto the label.

Found a mistake in it? Send us the order number the same day. Until the box is collected from us, an address can simply be changed. Once it is on the network, a redirect is all we can ask for, and not every carrier permits one.

When the box leaves us

Dispatch runs one to two working days from the moment you accept the figure. This site publishes no cutoff time and promises no same-day dispatch, because those are the promises that break in the weeks they matter. What you get instead is the dispatch email at the moment the box actually leaves the building.

Working days here are Monday to Friday, minus Spanish public holidays. A list that arrives over a weekend is quoted on Monday. The inbox runs six days, 9–6 CET, Monday through Saturday. A Saturday message is answered that day, though the shelves are not picked again until Monday.

Tracking

A reference and a carrier link reach you in the dispatch email. Three things are worth knowing about them.

• Expect a few hours of nothing at first. The number is issued with the label and only starts reporting after the first scan into the carrier’s network.
• A large order can travel as two boxes under two references, and they do not always land on the same day. Where that applies to yours, the dispatch email says so.
• The date on the carrier’s page beats any timetable we could print here, because it is the one their own network is working to. Most carriers message the evening before with a window, and a good number will let you shift the day from that message.

Two working days with no movement is the point to write to us. Send the order number and we put a trace on it. Dealing with the carrier is our end of this, not yours.

If nobody is home

The driver leaves with money, so the address needs a person in it.

• Two attempts is the standard. The second usually comes a day after the first.
• After that the box is held locally, at a depot or a partner shop, for roughly a week before it starts back towards us.
• Book the new day yourself, from the card through the door or the carrier’s message. Their system takes it immediately; a request routed through us has to travel the long way round.
• An unclaimed box comes back to Barcelona. Nothing was paid, so nothing is owed. Write to us and we send it out a second time at no cost, or close the order. Neither one is billed.

Check the box before you pay

No money has moved yet, so this is the minute that decides the order. Inspection is part of the delivery, not a favour asked of the driver. Take the two minutes.

On the doorstep

• Count the boxes. The delivery note says how many there should be.
• Walk your eye round the outside: crushed corners, punctures, water staining, and any damp patch on the underside of the carton.
• Unbranded tape, or a reseal that does not match the rest, means somebody has had the box open.
• Match the label to our reply line by line. Some ranges differ only by a number at the end of the name.

Inside the box

Open it. Cartons survive drops that their contents do not.

• Liquids and refills. Caps tight, seals unbroken, no wet patch under the bottles.
• Glass, ceramic and enamel. Lift each piece out and check rims, handles and bases.
• Pans and knives. Handles tight to the body, bases flat, edges and coatings unmarked.
• Electricals. Casing uncracked, cable and plug intact, plug pattern right for your sockets, bulb cap and voltage as printed on the packaging.
• Batteries. Blister sealed, contacts clean and dry, use-by date on the pack readable.
• Storage and drying. Every lid, clip and fixing in the bag, frames straight, hinges working.
• Small parts. Count dividers, hooks, liners, adaptors and spare fuses against the packing slip while the box is still open.

Refusing at the door

Damaged, wrong model, or short of an item: do not take it in. It leaves with the driver and the order closes. Nothing is charged for the wasted journey and nothing is charged for cancelling, because no money had been collected in the first place.

If the order came as more than one box, refuse only the bad one. You pay for what you keep, and we correct the invoice by email the same day.

If you would rather keep a knocked-about box than send it back, record the fault on the paperwork — the note, or the screen the driver holds out — before you sign anything or hand over money. A clean signature is read as confirmation that the delivery was sound, and the claim gets much harder from there.

Damage found after the driver has gone

Still covered. Write to support@voskis.com quickly, inside 48 hours if you can manage it, while the packaging is still in the flat. Four things make the case:

• Your order number, plus the consignment reference from the dispatch email.
• The outer box shot from two sides, with the shipping label readable in one of them.
• A close photograph of the damage itself.
• One sentence saying what is broken.

Leave the packaging where it is until we close the case; a carrier can ask to see it weeks later. Once it is clear the damage happened on the road, we arrange the collection at our expense and you choose between the same item again and the money back.

A later message costs you nothing. The 30 days and the two-year guarantee run whatever the date on the email. Those 48 hours exist for one reason only: early photographs are the ones a carrier accepts.

Wrong items, short deliveries, missing parts

Money only ever changes hands for goods you have actually received, which makes a shortfall a question about the figure as much as about stock.

• Spotted on the step. Tell the driver before you pay. Take in what is right, hand back what is not, then write to us that day.
• Spotted afterwards. Email the order number with a photograph of what did arrive, packing slip included. We send the missing item at our cost, or transfer back the difference if you would rather close the order there.
• Wrong model. It goes back at our cost, whenever you notice. Nobody is asked to keep something they did not order.

Changing your mind, inside 30 days

Thirty days, and the clock starts on the day the box arrives. No reason, no form, no explanation asked for.

You may have used the thing. Hang a wash on the airer, put the pan on the hob, plug the timer in and leave it a week. If the box turns out to be too tall for the cupboard, the plug wrong for your sockets, or the bulb the wrong colour of white, it can still come back inside the 30 days.

Directive 2011/83/EU gives you 14 days to withdraw from a purchase made at a distance. We extend that to 30 of our own accord. The statutory 14 days sit underneath the longer period, and nothing on this page cuts into them.

How to start a return

• Email support@voskis.com inside the 30 days, order number in the subject line.
• Name what is coming back, and give the reason in one line: faulty, damaged, wrong item, or a change of mind. That word decides who pays the carriage and nothing else.
• We answer the next working day with the return address and a return reference. Write that reference large on the outside.
• For a fault, transit damage or a wrong model we book the collection ourselves and give you the day it will call.
• Post nothing before that reference exists. A box arriving without one cannot be matched to an order, and it waits in the warehouse while we work out whose it is.
• Where the carriage is yours, keep the receipt. Proof of postage is what starts the refund clock.

Condition, and what has to come back with it

• Complete. Lids, clips, cables, adaptors, fixings, spare fuses and instructions all belong in the box.
• The original packaging is useful and not compulsory. Pack it so it survives the journey back; glass and ceramics need more than a carrier bag.
• Trying it is the point of the 30 days, so ordinary use costs you nothing. Damage past that — a scored pan base, a snapped clip, a cable cut to length — can reduce the amount that comes back. Where it does, we give you the figure and the reason before the transfer goes out.
• Returns are checked on the day they land, and the outcome goes to you in writing.

What cannot come back on a change of mind

One category only: sealed goods that cannot go back on a shelf once the seal is broken.

• Cleaning liquids, detergents, sprays and refill pouches that have been opened.
• Batteries taken out of a broken blister pack.
• Anything else sold sealed for safety or hygiene, once that seal is gone.

Article 16 of Directive 2011/83/EU permits this exception, and it is the only one we use. A pack still sealed goes back like anything else on the list.

Every situation, and who pays for it

Situation	Who pays the carriage	What happens to the money
An order of any size, going anywhere we deliver	Voskis. Delivery is €0	Nothing is paid until you take the box in
You look in the box and hand it straight back	Voskis	No cash was collected, so there is nothing to reverse. The order closes
The van called twice and found nobody in	Voskis, and the second sending as well	No charge for either journey, resent or cancelled
The address was missing a floor, a door code or a postcode	Voskis	No charge. We confirm the address and send it out again
The item is faulty, broke in transit, or is the wrong model	Voskis, both directions, and we book the collection	Replacement or the full amount back, whichever you ask for
One box of a multi-box order never arrived	Voskis	The missing goods sent on, or the difference transferred back
You simply do not want it, inside 30 days	You. We will name a carrier if that helps	Bank transfer once the item reaches us
An opened refill, spray or blister pack, with no fault involved	—	Not returnable, so there is nothing to refund

How a refund reaches you

You handed cash to a driver, so there is no card transaction to reverse and no wallet to credit. Money comes back the only way it can: a bank transfer.

• The account has to be in the name that placed the order. If that is not possible, tell us in writing and we will set out what is needed instead.
• The IBAN is requested in writing, and only after the return has been agreed. Reply on the same thread. There is no telephone number at this company, so nobody will ring you for bank details, and a caller who does is not us.
• The refund covers the price of the goods. There is no outbound delivery charge to give back, because it was €0.
• A return carriage you paid on a change of mind stays yours. Where we paid it, nothing is taken off your refund.
• Fourteen days is the outside limit, counted from the day the item lands with us or the day you show us it was posted, whichever comes sooner. Transfers usually clear two to three working days after they leave. We hold nothing back beyond that.

Faults after the 30 days

Every item is covered by the guarantee of conformity that Spanish and EU law require: two years, running from delivery. A fault that appears in normal use inside that period is repaired, replaced or refunded. Wear is not a fault, and if that is what the photographs show we will say so in writing and tell you what we looked at. The procedure is on the warranty page.

Where to write

Write to support@voskis.com. Put the order number in the subject line, and add the tracking reference if the box is already moving. The inbox is open Monday to Saturday, 9–6 CET. Writing is the only way to reach this company: it holds no telephone number, and no part of an order is settled by phone. Anything arriving after hours is answered the following morning.

• How to order — the five steps, in full.
• Questions — the answers that come up before a first order.
• Terms & conditions — the contract these terms sit inside.
• Contact — the address, the hours, and what to put in the email.

This shop is operated by FLOFUM, S.L., Calle Parcerisa 13, Local 1, 08014 Barcelona, Spain. CIF: B75621250. Email: support@voskis.com. Website: https://voskis.com. Voskis is a trading name of FLOFUM, S.L.