VOYA Customer Service
If you need to get in touch, please use our contact us page, alternatively, you can call us on +353 71 916 1872 or write to us at VOYA, Unit 2, IDA Cluster, Finisklin Business Park, Sligo, Co. Sligo, Ireland. Our head office will be open Monday – Friday from GMT 8:30am – 5:00pm excluding bank holidays and public holidays. If you would like to get in touch outside of these hours then please send us an email or leave a voice message with your name and telephone number and we’ll get back to you as soon as we can.
If your order is a gift for somebody else, please let us know if you require a note by emailing firstname.lastname@example.org stating your name, otherwise the receiver will see only VOYA as being the sender.
We accept all major credit and debit cards including American Express (Amex). Cheques, bank drafts and postal orders are not accepted. Prices are correct at time of placing order. All prices include VAT at the current Irish VAT rate of 23%.
Secure payment is guaranteed. We do not have access to the card details provided for payment online as these are processed by a third party. For your security, we do not accept payments over the phone.
We will endeavour to deliver the Products you order to you within 2-4 working days within Ireland, where this is practical. However, Products on our site are subject to availability and delays may sometimes occur that are outside of our control and consequently any dates specified for delivery are therefore approximate only. If delivery is delayed for more than 21 days, you have the right to contact us and refuse to accept the Products. In these circumstances, we will refund any money paid by you for those Products and any delivery monies you have been charged. However, we will not be responsible for any other losses, costs, damages or charges that you may suffer if we delay in supplying or do not supply those Products to you. Please note that deliveries are sent via courier and will require a signature when being delivered, so please ensure there will be someone available to sign for the parcel, after which time the Products become your sole responsibility. Please be aware that any parcels returned to us due to non-collection will be subject to additional postage charges for resending Products. All orders will be tracked to make sure that your Products arrive safely. Charges for deliveries are calculated individually for each order and are added at the checkout. Weight limits apply to certain countries. We welcome orders from overseas. For International orders we can only provide estimated delivery times. Any delivery timescales quoted to you are indicative only.
Delivery times are during working days only. Typical delivery times for orders are:
Ireland – 2/4 days
UK – 3/5 days
EU – 4/9 days
Non-EU – 4/12 days
USA – 4/9 days
R.O.W. (Rest of World) – 5/15 days
NO WEEKEND DELIVERIES
For an estimated delivery time please contact email@example.com or call us on +353 (0)71 916 1872.
Please note that delays may occur in delivery due to required special packaging, handling and special transport of these items. The method of shipment for these items is dictated by these regulations. At VOYA Online, we adhere to these regulations therefore the shipment of some products to certain locations may also not be possible. If this affects your order, we regret any inconvenience and thank you for your understanding.
If you live in any of the following countries unfortunately due to restrictions we will not be able to process your order. We apologise for any inconvenience. Russia, Vietnam.
Taxes & Import Duties
For international orders, shipping costs shown on your order do not include duties, taxes or other import fees assessed by governments outside Ireland. You may be subject to additional import duties, taxes or fees assessed once your shipment(s) reaches the destination country. These costs may vary and are your responsibility as they are not within the control of VOYA. In respect of all Products dispatched to you outside of Ireland, you are deemed to be the importer of the Products and must therefore comply with all the laws and regulations of the country into which the Products are being delivered. You should note that customs policies and practices vary widely from country to country. We recommend that you contact your local customs office for more information. Please note that the value of your order(s) must be listed on the outside of your package for customs purposes. Please note cross border shipments may be subject to opening and inspection by customs authorities. Please contact your local customs authorities with any questions regarding fees and inspections.
Statutory Right of Withdrawal
When you purchase online at voya.ie, you have a statutory right to a “cooling off” period. This period begins 14 days from the day on which you acquire physical possession of the Products. If you change your mind about the Products within this period, please return them to us within 14 days of receipt. To exercise your statutory right of return, you must inform us of your decision to withdraw from this contract using one of the contact details below. You may use the attached model withdrawal form if you so choose.
To exercise your right to withdraw by letter, please write to:
VOYA Products Limited,
Finisklin Business Park,
Ireland. F91 T85Y
To exercise your right to withdraw by email, please email us at: firstname.lastname@example.org
To exercise your right to withdraw by telephone, please phone: + 353 (0)71 916 1872
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us) without undue delay and in any event not later than 14 days from the earlier of the day on which we receive the returned Products from you or evidence you have sent them back. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
You will bear the direct cost of returning the Products. If the Products by their very nature are incapable of being returned to us by post, you shall bear the direct cost of returning the Products, the cost of which is estimated at a maximum of approximately EUR €50.
You are only liable for any diminished value of the Products if the Products were handled in a manner other than that necessary to establish their nature, characteristics and functioning.
Exclusion of the Right of Withdrawal
No right of withdrawal exists inter alia in the case of contracts for the supply of:
- Non-prefabricated Products made on the basis of an individual choice of or decision by the consumer or which are clearly personalised; and/or
- The supply of sealed Products which were unsealed after delivery and are thus not suitable for return due to health protection or hygiene reasons.
Right of withdrawal other than Statutory Right
We are confident that you will be pleased with each product that you order from us. However, should you need to return an item to us, you must do so within 14 days from the day on which you acquire physical possession of the Products. We recommend that customers get a “proof of return” from your shipping agent to guarantee the packages safe return to us. Returns are a direct cost and we regret that they cannot be refunded except in the case of faulty products. Products must be returned in their original condition with all packaging and documentation. Before returning any items please email email@example.com or call +353 (0)71 916 1872.
No returns are accepted prior to VOYA written approval.
If you have not purchased your product directly from voya.ie, then please contact the retailer where you purchased the product directly. Any Products that are subject to the Exclusion of the Right of Withdrawal above cannot be returned.
You are responsible for paying return delivery costs if Products are returned for this reason. Regrettably, we can take no responsibility for your returned Products lost in transit. If the order has been dispatched, you can return the Products to us and upon receipt of the returned Products, we will organise a refund (excluding delivery costs) through the payment method used by you when purchasing the Products. Any breakages or damages must be reported within 24 hours of you acquiring physical possession of the Products.
Accordance with Specification
All descriptive matter, drawings, pictures, colours, specifications and advertising on the website are for the sole purpose of giving an approximate description of the Products. Save as prohibited by law, we reserve the right to exercise discretion with respect to any returns under these terms and conditions. Where you have been entitled to any multi-buy discount or free offers due to the size or value of your order exceeding a certain quantity or amount, and any Products are returned (except for an exchange where products are faulty/defective), we are entitled to either require the return of all Products delivered as part of that offer at your cost or charge you for the Products retained by you at the full price quoted on this site. Your statutory rights are not affected.
Your VOYA Account
You may choose to register at our Website. If you do, you will have an email address/username and password for your account. After signing into your account, you can update information such as your billing address and preferred shipping address. Keeping these updated will help speed up the time it takes to purchase your products. You are responsible for maintaining the confidentiality of your account, username and password and for restricting access to your computer. You agree to accept responsibility for all activities that occur under your account, username and/or password. You agree to provide only accurate, truthful information. We reserve the right to refuse service and/or terminate accounts without prior notice if you violate these terms and conditions or if we decide, in our sole discretion, that it would be in VOYA’s best interests to do so.
You can view your current and past orders by logging into your account. To do this, click on ‘My Account’ from any page of the website and log in. Here you can check your current order status and print a receipt / invoice.
Changing or Cancelling an Order
If you would like your order changed after you have placed it then please let us know as soon as possible and we will do our best to meet your request. However depending on when the item was packed then it may not always be possible to change an order. To find out the status of your order please email firstname.lastname@example.org. If, for any reason, you wish to cancel your order before it has been dispatched or you have been notified that it is available for collection, then you need to let us know. In order to do so, you can email or telephone us using our contact details above. Once we have received notification by you of your wish to cancel your order, subject to any monies having been taken from you, we will refund you the original purchase price and delivery charge of your order within fourteen (14) days.
Notes when ordering
Please make sure you provide a valid telephone number or mobile number, full name and full delivery address (for delivery between 9am – 5pm, Monday – Friday, excluding official holidays and Bank Holidays) as all this information is essential when sending out the order with the courier company. We are not responsible for any order being delayed or lost due to lack of information or incorrect information provided when entering details in the fields provided.
For items out of stock overnight and not advertised as such on the website we will send an email asking if you require a refund or different products with the same value as those already ordered.
VOYA reserves the right to withdraw promotional codes at any time. When running promotions on the website, we reserve the right to prevent the use of additional discount codes / vouchers. Products within promotions cannot be purchased in conjunction with any other offers.
Best Before Dates
To get the very best out of our products, we recommend using the products within 6 months after opening. Please see best before dates displayed on our packaging.
Nearest VOYA Stockist
Please contact us for your nearest stockist.