Returns | Vox Journey

The window

You have 7 days from the day your bag is delivered to start a return. Email hello@voxjourney.com within that window — the clock stops when your email arrives, not when the bag gets back to us.

Condition — and please keep the box

The bag needs to come back in original condition, with the original box, with everything it arrived with: dust cover, luggage tag, warranty card and any numbered plate.

The original box matters. It is how the bag travels back to us without picking up the damage that would stop us refunding it — so if you think there is any chance you will return it, do not throw the packaging away for the first 7 days. Unpack it, look at it, roll it around your flat. That is what the window is for. A bag that has been on a trip is not a return.

Engraved and numbered bags

An engraved bag carries your initials, so we cannot resell it. Founders Heritage units are numbered but not personalised unless you asked for engraving. If you engraved a bag and something is genuinely wrong with it, that is a warranty matter, not a return — email us and we will deal with it.

Refunds

Once the bag is back with us and checked, the refund goes to the card you paid with, through Stripe. We do not hold store credit.

How to start one

Email hello@voxjourney.com with your order number — it looks like VOX-0001 and it is on your confirmation email and your order page — and a line about what is wrong. We will confirm the details, and the bag comes back to us at:

67 Ubi Crescent, #01-06 Techniques Centre
Singapore 408560

Please email before coming down. This is a working unit rather than a shop, so we want to be sure someone is there to receive you.