FAQ

When do the collections come out?

Each launch date is always announced in our social networks. Be alert.

Do you still have Article X?

You can check here in our online store the stock availability of each article – https://vokeswimwear.com/shop/.
If you want to know the availability of an item from the physical store, visit us at Av. José de Almeida 3
(+351) 933 257 799 | 918 693 331

Which size should I choose?

Click on the size guide in every product page to find out the measurements of each garment type to determine your correct size.

The model I wanted is out of stock. Are you going to have it again?

Yes, in the beginning of each collection there is a possibility of stock replacement or a product exchange from another costumer. In this case the article that was previou- sly sold out, becomes available online. So we advise you to keep an eye on our online store.

Can I buy different top and bottom model/size?

Yes. You can find the different tabs on our website here.

Can I order or reserve items that are already sold out?

No, we do not accept reservations.

What payment methods does voke accept?

We accept Visa, MasterCard, Direct Bank Transfer and payments via Paypal and MB Way.

SIZE GUIDE

My order has not yet arrived. How can I find out where it is?

As soon as your order leaves our warehouse, VOKE sends a message with the Tracking Code to the email address which you registered the purchase. You can always follow the order through this link:

– National order – CTT here

– International order – FEDEX here

For more information see the section ORDERS DELIVERY , SHIPPING COSTS AND ESTIMATED DELIVERY TIMES.

Where can I find VOKE?

In Portugal you can only buy articles from VOKE in one of the stores mentioned on our website. If you find VOKE-labeled items in other stores, we are not responsible for them.

Does VOKE ship to multiple addresses?

Unfortunately, you may only ship to one address per order. If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address.

Can I change my billing information after purchase?

You can change your billing information by contacting our customer service orders@vokeswimwear.com.

Can there be delays in the delivery of my order?

VOKE, like the carrier, works on a daily basis to meet delivery times (see the ORDERS DELIVERY, DELIVERY AND DELIVERY TIMES), however, in the launch phases there may be some delays due to the volume of orders. Thank you for your understanding.

Will I receive the same article I see in the photo?

The photographs are made in high definition in order to reproduce in detail each of the products. You may find slight differences in the products due to the post edition of the photos. The print position may vary within the same model.

Can i purchase a gift card online?

Yes, you can purchase gift cards online here.

Can i reedem my gift card online?

Yes. To redeem your gift card, select the gift card option under payment method at the checkout. If you have any doubt, please contact our online customer service as soon as possible at:

orders@vokeswimwear.com ou +351 93 325 77 99 l 918 693 331

HOW TO BUY ONLINE

– Open the page of the article you want to buy.

– Select your size (if you can not select the shopping cart option it’s because the size is already sold out). You can check the SIZE GUIDE on each product page, just scroll down.

– Click on “Add to cart”. That way the model will be added to your cart.

– You can continue browsing for more models. Once you’ve added all the items you want to buy, check out your shopping cart (upper right corner of your screen).

– Now just fill the requested fields and proceed with the payment. We suggest that you consult the section ORDERS DELIVERY, SHIPPING COSTS AND ESTIMATED DELI- VERY TIMES for more information about the subject.

– After the successful payment with Credit Card, Paypal or MB Way, you will receive a confirmation message (confirm SPAM), on the email account you registered in our website. If you choose the payment option ATM Reference, you will receive an email with the reference to make the payment until 3 businessdays (counting starts on the date you made your order). When your order leaves our warehouse, we will send you a new message with the Tracking Code to the email you registered on our website.

If you have any questions, please contact our Customer Service team at: orders@vokeswimwear.com or +351 93 325 77 99 l 918 693 331

ORDERS DELIVERY, SHIPPING COSTS AND ESTIMATED DELIVERY TIMES

ORDERS DELIVERY: 

When you buy from our online store, your order can be delivered by the following partners/services: 

– CTT Expresso:

VOKE delivers your order via CTT Expresso to Portugal and Islands. 

– FEDEX:

VOKE delivers your order via FEDEX carrier for international orders. 

(The shipping costs and the estimated time of delivery depends on each destination- see the table below). 

Shipping process: 

After the payment is successful, you will receive an email from VOKE confirming your purchase. At that time your order begins to be processed and will be dispatched within the next three business days. (In the days following each collection launch we appreciate the understanding for any delay that may occur due to the volume of orders). Once your order has left our warehouse, you will receive an email from VOKE with the Tracking Code to report/confirm the shipment. At that moment, the counting of the deadline for delivery (depending on the destination) starts. See table below. 

Link to check the status of your order to Portugal and Spain here

Link to check the status of your International order here

If you do not receive this information in your email in the estimated time tables of delivery, please contact our Customer Service team: orders@vokeswimwear.com or +351 933 25 77 99 l 91 869 33 31

ATTENTION
For shipments outside the European Union, VOKE is not responsible for delays and customs costs. The costumer is responsible for these costs.

EXCHANGES AND RETURNS

Conditions

All purchases made in VOKE physical store or at the online store www.vokeswimwear.com are subject to Portuguese legislation.
VOKE do not accept exchanges / returns of articles purchased in our physical store.

For an exchange / return, the item must be delivered in perfect condition (without being used, washed or having odors), in the same way as it was sold and accompanied by its invoice, labels, hygienic protector, bag etc.

No exchanges / returns of altered, washed, used, or otherwise damaged articles are accepted.

VOKE is not responsible for the incorrect use of its articles nor for the incorrect washing of the same. We suggest you always refer to the WASHING / USING INSTRUCTIONS section.

Before each purchase, we also suggest that you consult the SIZE GUIDE, in order to make the most informed purchase possible. The customer support team will be happy to help if you have any questions.

Physical store:

Returns are not accepted unless the item is defective. If the returned item is defective, please see the DEFECTS section.

Online store:

In the exchanges / returns made in the online store, the customer has 30 consecutive days (after receiving the order at the address chosen by the Client), to be able to carry out .

The reasons why customers may request an exchange or return, in the above mentioned period are as follows:

01. The article is too big for me.
02. The article is too small for me
03. I do not like the model
04. I changed my mind
05. The article is not as I imagined *
06. I received the wrong article **

* The photographs are made in high definition in order to reproduce in detail each of the products. You may find slight differences in the products due to the post edition of the photos. The print position may vary within the same model.

** If you receive the wrong item, we apologize for the inconvenience and ask you to contact our Customer Support team as soon as possible at orders@vokeswimwear.com or +351 93 325 77 99 l 918 693 331

If the return is by defect of one of the articles, see the point DEFECTS.

In the exchanges / returns online, all the costs of shipping are the responsibility of the Customer. It is advisable that the articles be sent to us by carrier or registered mail.

The exchanges made in our online store www.vokeswimwear.com, are restricted only to the existing stock in the online store at the time of the exchange.

We do not make reservations . For this reason, the article will only go out of stock at the time the exchange takes place. The exchange will only take place when we receive the item at our office and it successfully passes our quality control.

The team of the online store undertakes to respond to the customer within two business days after receiving the article in our office.

Online Exchanges / Returns Procedure

Exchanges: Once the item reaches our office and successfully passes our quality control, we will contact you by email to let you know if the item you have chosen to exchange is avai- lable. If so, we will soon send our IBAN to pay shipping costs and the difference of values between articles (if the chosen model is more expensive than the previous one). Once we receive your proof of payment, the new item will be sent to the address indicated above.

If the chosen item is already sold out at the time of the exchange, you can choose other items available for immediate purchase on our website.

Returns:

Once the item arrives at our office it will be submitted to quality control and, if it passes successfully, the return of the value will be carried out by the same method of payment which the customer placed the order. The returns have a period of 1 month to be made, after receiving of the article in our office.

When exchanges are sent outside the European Union, VOKE is not responsible for delays and customs costs. These are the responsibility of the customer.

How to make exchanges / returns online

Send your article together with the invoice to:

ISVK Lda Avenida António José de Almeida no3 1000-042 Lisboa – Portugal

Send an email to orders@vokeswimwear.com with the following information:

– Full name

– Email to whom you want to be contacted

– Phone number

– Address where you want to receive your new article

– Invoice number and date

– Reference and size of the item you want to exchange or return

– Reference and size of the item you wish to receive or indication of return if you wish.

DEFECTS

If an item you purchased from the physical store or in the online store www.vokeswimwear.com is defective, we apologize in advance.

VOKE makes no arrangements unless it is confirmed to be a manufacturing defect. If the arrangement is not possible VOKE undertakes to return the value of the item to customers.

VOKE is not responsible for the wrong use of its articles nor for the incorrect washing of the same.

If your article is defective you can return it the following way:

If it is confirmed to be a manufacturing defect, the Customer Support team will inform the estimated time for the arrangement or, if applicable, the return of the amount paid for the item.

If it is confirmed that the defect was due to bad use of the customer, VOKE does not accept the return, nor does the arrangement.

Return via carrier / courier To return by carrier / courier, the procedure is as follows:

a) Send an email to orders@vokeswimwear.com with the following information:

– Full name;

– Contact email;

– Telephone number;

– Number and date of invoice;

– Reference and size of the article;

– Description of the defect;

– Explicit default photos.

b) The photos sent and the description of the defect will be analyzed by the quality control team. If it appears to be a manufacturing defect, the Customer Support team will contact the customer to have the item shipped to our office (without associated costs).

c) Upon receipt of the item at our premises, the defect will be reviewed again by our quality control team, who will contact the customer within 4 business days.

If it is confirmed to be a manufacturing defect, the Customer Support team will inform the estimated time for the arrangement or, if applicable, the return of the amount paid for the item.

If it is confirmed that the defect was due to bad use of the customer, VOKE does not accept the return, nor does the arrangement. The customer is responsible for sending the article back.

WASH / USE INSTRUCTIONS

BIKINI, ONE PIECES and BODY 

– Hand wash, use cold running water, removing all chlorine and salt residues;

– Do not use aggressive detergents;

– Use neutral soap;

– Do not let it soak;

– Gently squeeze without twisting;

– Do not use a washer, dryer, or dry cleaner;

– Never iron;

– Dry in the shade and in a ventilated place;

– Do not leave the part in contact with solvents, cosmetics, sunscreens and other chemicals;

– We advise you to be careful when using articles in pools with a high percentage of chlorine. Lycra exposed to large amounts of chlorine can change color. 

SIZE GUIDE

BREAST: Measure around your chest, the widest part under your arms. Keep the tape level.

RAISED WAIST: Measure around your natural waist, without tightening too much, as comfortably as possible.

HIP: Measure around the broadest part of the hip, standing with your feet together.

If you have any questions, you can contact the Customer Support team: orders@vokeswimwear.com or +351 93 325 77 99 l 918 693 331

PAYMENTS AND SECURITY ONLINE

In your online purchase you can choose the following payment methods: VISA, MasterCard, Paypal, ATM Reference and MB Way.

The payment process is done in total security through the website of our partner Paypal or through the payment systems of SIBS.