We are currently shipping as usual with normal dispatch times, but we have an earlier daily cut off for next day orders. We are doing all we can to protect our customers and staff from COVID-19 and have implemented new practises to allow us to continue shipping goods. Usual service and delivery times are still available although couriers, although we are seeing sporadic delays in some areas due to volumes that couriers are seeing. For more details and up to date information see our dedicated coronavirus page.

Customer Complaints

We understand the importance of getting things right first time and we are really sorry if you are not happy, we want to put this right straight away. Whilst this is not a reflection of our usual level of customer service, we know that sometimes things go wrong and we want to hear from you so we can sort things out and improve our products and service to our customers.

To do this, please email us with all the information about your complaint. Please make sure you include your Order Number/Invoice Number this is relating to. You can also attach any pictures or other information, relevant to your case.

Email: customerrelations@volsom.co.uk

Telephone Number: 01376 560348

Postal Address: Customer Relations, Volsom Ltd, Albert Road, Braintree, Essex CM7 3JQ

Our trained Customer Relations team will fully investigate your complaint and reply to you within 72 hours. Your patience is appreciated whilst we investigate all the facts fully and come to a conclusion on your case.

Whilst every effort will be made to respond with our resolution within 72 hours, as we may be reliant on a manufacturer’s communication to resolve your complaint, this may extend our timeframe to a maximum of 10 days.

Our Customer Relations team are available from 9am and 5.30pm, Monday to Friday and between September to December on Saturdays, from 10am to 4pm, excluding Bank Holidays.

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