Last updated: October 02, 2025 · Scope: Furniture only · Currency: USD
Regions covered: United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal

Voxopew designs and builds solid-wood furniture and supports returns in the countries listed above. This page sets out how Voxopew resolves problems and how returns, exchanges, and refunds are handled for furniture orders. All figures are in USD, and you pay nothing beyond checkout—return labels or pickups plus any VAT/GST, duties, brokerage, and customs processing are covered by Voxopew where eligible (DDP on returns).

Quick summary

Return window: You have 30 days from delivery. Start by contacting support and include your order number.
Fees: For eligible returns, Voxopew supplies the parcel label or books the freight pickup and, for international returns using Voxopew paperwork, covers VAT/GST and duties. No restocking fee on eligible returns.
Refund speed: Issued within 7 business days after the item is received and passes inspection, paid in USD to the original payment method (store credit available on request).
Proof of purchase: Your order number or the email/phone used at checkout.
Support reply time: 1–2 business days (Mon–Fri, CST).

Eligibility rules (furniture)

Items must come back new, unused, unassembled, and unmodified so heavy wood parts remain safe in transit. Signs of use or alteration—scratches, dents, stains, odors, pet hair, added holes, refinishing, or bases that were installed or leveled—make preference returns ineligible. Include the original protective materials (foam, corner guards, hardware packs, manuals, tools). If anything is missing, repack with equal or stronger protection.
Pieces that have been assembled, installed, glued, or altered can be returned only when Voxopew confirms a manufacturing defect or verified carrier damage. Intended use is indoor residential/studio. Some large items may need pallet pickup or a liftgate; Voxopew will explain the steps during scheduling. Return shipments must originate from the covered regions listed at the top of this page.

Natural wood characteristics

Solid timber naturally shows variation in grain, tone, small knots, and figure. These are authentic material traits, not defects, and are assessed that way in all covered countries.

If something is wrong (damage, defect, or wrong item)

If an item arrives damaged, has a production fault, or doesn’t match the model/size/finish ordered, Voxopew will make it right. Typical issues include crushed corners, cracked tops, chipped finish, mis-cut or misaligned joints, tops that don’t sit level, unstable bases, or hardware that won’t seat.
Voxopew provides prepaid return shipping (parcel label or scheduled freight pickup) and then sends a replacement (subject to stock/lead time) or issues a full refund in USD. Any outbound shipping you paid for that item is also refunded. For minor cosmetic problems, replacement parts or a touch-up kit may be the quickest fix. For international returns using Voxopew’s label and documents, VAT/GST, duties, brokerage, and customs processing are covered (DDP for returns).

Change of mind (space, size, or finish preference)

You may request a preference return within 30 days if the item is unused and properly packed. Voxopew pays the return freight, so you won’t be asked to pay anything beyond checkout. After inspection confirms complete parts and like-new condition, Voxopew refunds the product price in USD.
Note: Any original outbound shipping paid at checkout is not refunded for preference returns. Exchange price differences are settled in USD when the exchange is processed.

Items that cannot be returned

Gift cards, final-sale/clearance items, and custom or made-to-order furniture (non-standard sizes, special edges, custom stains/finishes, inlays/carvings, non-standard bases) are not returnable unless defective or damaged at delivery. Any furniture that has been used, assembled, installed, modified, or refinished is ineligible. If your order included a promotional bundle or free gift, all items must be returned; otherwise Voxopew may deduct the prorated value of missing items from the refund.

How to start a return

Email [email protected] or use the site contact form within 30 days of delivery and include the order number with a short description.
If the issue involves damage or a defect, contact Voxopew within 72 hours and attach clear photos or a brief video of the outer carton, inner packing, and affected areas; keep all packaging until next steps are confirmed.
Voxopew replies within 1–2 business days. If eligible, Voxopew issues a prepaid parcel label or books a freight pickup and provides packing guidance.
Return address: Voxopew Returns Department, 4021 Santa Barbara Dr, Abilene, TX 79601. Labels and pickup authorizations generally expire after 10 calendar days—please ship or be available within that time. After the first carrier scan, transit risk transfers to Voxopew. Returns must include the Voxopew Return Authorization enclosed with the label; shipments without authorization may be delayed.

Packing guidance (furniture)

Secure tops, legs, and bases so nothing shifts during travel. Reuse original foam and corner guards when possible. Bag all hardware and tools and fix the bag inside the carton or crate. If the original box is missing, use a new heavy-duty carton or pallet crate with thick padding on all sides and seal every seam firmly. For freight returns, Voxopew will confirm pallet requirements and provide BOL (bill of lading) details.

Inspection checklist

Reviewers confirm the correct model, size, and finish; check that all components and hardware are present; ensure there are no signs of use or alteration; and verify the packing is strong enough to prevent new transit damage. If parts are missing or protection is inadequate and damage occurs, Voxopew may reduce the refund to cover repair or replacement, or—if you prefer—return the item to you. No new fees will be charged to you; Voxopew arranges and pays for the required logistics.

Refund timing and method

Once the return arrives and passes inspection, Voxopew processes the refund within 7 business days to the original payment method in USD (major cards or PayPal). Store credit is available on request. Banks and card issuers may take up to 7 additional business days to post funds. Any currency conversion or FX spread is set by your bank or card.

Exchanges

Requests for a different size or finish are accepted for 30 days when inventory allows. For preference exchanges, Voxopew covers shipping for both the return and the replacement. For issue-based exchanges (damage, defect, or wrong item), shipping is also covered. Replacements ship after the original item is received and inspected; cross-shipping is not available.

Refused deliveries and undeliverable shipments

If a delivery is refused without prior notice and the carrier reports no damage, Voxopew still coordinates the return and covers carrier charges. Voxopew can reschedule at no cost or issue a refund as described above once the item is back and inspected. If refusal is due to visible carrier damage noted with the driver, Voxopew handles the claim and no re-delivery fees apply.

Taxes, duties, and customs on returns (international)

For eligible returns from the covered countries, Voxopew prepares re-import paperwork and pays VAT/GST, duties, brokerage, and customs processing—provided you use Voxopew’s label and instructions. Using an unapproved, self-arranged courier transfers responsibility for customs charges and any loss or damage to the sender and may slow processing.

Processing and shipping times (reference)

Most furniture orders prepare to ship in 1–2 business days (Mon–Fri; U.S. public holidays excluded). Typical post-dispatch transit is 6–8 business days to the U.S. & Canada, 7–9 to Europe & UK, and 9–10 to Australia. For delivery methods and tracking behavior, see Voxopew’s Shipping Policy.

Additional notices for regional compliance

EU/UK consumer rights: Nothing here limits your statutory rights (including cooling-off where applicable). If local law provides stronger protection, Voxopew will honor it.
Payment & currency: All refunds/exchanges are calculated and issued in USD. Any FX conversion shown by your bank or card is determined by that provider.
Contact details: [email protected] · Voxopew Returns Department, 4021 Santa Barbara Dr, Abilene, TX 79601. Business hours: Mon–Fri (CST).

Need assistance?

Voxopew responds within 1–2 business days (Mon–Fri, CST). For faster help, include your order number, delivery address, and photos or a short video when reporting damage or defects.

Address: 4021 Santa Barbara Dr, Abilene, TX 79601

Email: [email protected]

Support Time: Mon–Sun: 8:00 AM-5:00 PM CST