Terms and Conditions

Applicability of General Sales Conditions

These General Sales Terms and Conditions apply to any and all purchases and sales that are in any way described, mentioned, promoted, or listed in the catalogue for Vocca (“We” or “Us”) for the UAE and GCC region. Any terms and conditions not expressly included herein are excluded. By placing an order, the customer accepts these general sales terms and conditions. Vocca reserves the right to modify the General Sales Terms and Conditions at any time. All new transactions with Vocca entered into after the effective date of any such modification shall be governed by the modified terms and conditions

No additional conditions ought to be introduced by any purchaser shall be deemed applicable unless expressly agreed to in writing by an authorized officer of Vocca. The failure of to exercise one or more of its rights hereunder shall not be deemed a waiver of those or any other rights.

Requests and confirmation

Orders may be placed: By call or WhatsApp +971-502460043
Monday - Saturday, 9:00AM to 5:00PM

Once an order has been placed, cancellations or changes will not be accepted. However, in exceptional situations, Vocca will try to honor requests for changes. A fee will be charged in the event Vocca is able to effect a requested change. In no event can a change be made once a shipment has been accepted by the shipping service.

Each order is subject to approval by Vocca. Vocca reserves all rights to reject any order due to insufficient stock, incomplete customer information, or for any other lawful reason. Vocca undertakes to inform the purchaser within 2 business days following receipt of an order if there will be a problem filling it.

Prices

Unless otherwise noted, all Vocca pricing and other charges are stated in AED, including 5% VAT. Prices are subject to change.

Shipping charges, which are payable by the purchaser, are extra and vary by destination. Details are available upon request from Vocca.

Payment at time of order

All purchases are subject to immediate payment by cash (dependent on the total order value), debit or credit card, or wire transfer via banks or Stripe.

Availability of Products

The catalogue lists all of the products that are generally available from Vocca. From time to time products may be out of stock or otherwise unavailable. Please call us, since we may also add new products. Certain special gift items are unique and handcrafted and, therefore, available only in small quantities. To confirm, please call Vocca before ordering. For gift hamper baskets, Vocca reserves the right, in the event of unavailability of an item, to substitute it with an item of equal or greater value. The presentation of gift items may be modified to ensure proper delivery and handling.

Product Shipping

The accuracy of the shipping information provided by the purchaser is crucial in making sure that orders can be delivered properly. This helps allow Vocca customers to enjoy Vocca products for the full extent of their shelf life. Vocca cannot be held responsible for incomplete or erroneous delivery instructions.

After acceptance of an order, Vocca will prepare and forward it to the shipping service. Although Vocca can assure delivery to most specified locations, it is up to the purchaser to verify receipt with the shipping service. Failure to identify properly to the shipping service problems with delivery may result in the purchaser’s inability to make a successful claim. Most shipping services require a signature upon delivery. Once the product is delivered according to shipping instructions, neither Vocca nor the shipping service can be held responsible for loss or for damage caused by environmental conditions.

Shipping & Packaging charges

Deliveries are made on BUSINESS DAYS, Monday to Saturday. No deliveries are made on holidays.

Delivery charges are applicable for sales below AED 250, delivery charges may vary as per location and other factors.

Additional packaging charges are applicable for orders to be delivered outside city limits. Our packaging ensures that the chocolates reach you in the right condition for you to enjoy. For outside UAE deliveries, please speak to us; we will inform you if it's possible and the applicable charges.

Vocca will not be responsible for delays caused by events beyond its control, including strikes, natural disasters, unforeseen events, accidents, road blockages, natural calamities, or terrorism. Shipping times may be longer during busy holiday/festival seasons (Ramadan, Eid, Christmas, Diwali, New Year etc.)

Transfer of Risk

The purchaser assumes the risk of product loss or deterioration once the product is tendered to the delivery service.

Criticisms/Complaints

Vocca prides itself on the high level of its products and service. If you have a criticism, feedback, or complaint, please contact us at once. We will work hard to make you happy/resolve the issue, but we need your help in order to do so. Damage claims should be clearly described in writing, dated, and signed.

All claims must be received by Vocca within 24 hours of product delivery. Claims received thereafter may not be honored.

No claim will be reviewed unless accompanied by a written explanation of the problem, as well as the damages occasioned thereby. After an analysis of the situation, Vocca at its own discretion will determine the appropriate remedy, which may include a refund of payment or a reshipment of product

Vocca shall not be liable for any special, indirect, incidental, punitive,, or consequential damages, including, without limitation, loss of profits, revenue, or other benefits arising from claims hereunder, or for claims against the purchaser by any third party.

Returns

Returns will be accepted by Vocca only upon its prior written agreement and in no case more than 24 hours after delivery to a recipient. Vocca reserves the right to limit replacements or returns. Where Vocca accepts a return in the case of an obvious flaw or the nonconformity of the products delivered with an order, Vocca will allow the free replacement of the product or the return of the amount paid by the purchaser. The amount for refund will be the amount for the product supplied by Vocca, any additional claims, such as but not limited to delivery, interest, loss of profit, shall not be entertained

Right of access and correction

Our Privacy Policy Statement. Because of our concern with the protection of your private life and personal information, Vocca treats with the strictest confidentiality all personal information it receives about its customers. We will request from a purchaser only the information including name/company name, phone number/company personnel, logos/company logos, street, and the email addresses necessary to fill and follow up on an order; for a customized order, we might ask for additional information, but not limited to the previously mentioned requirements.

Customer Communications
You are also encouraged to tell us how we can keep you up-to-date with our product line, especially seasonal specials. We would be happy to communicate with you, and to have you communicate with us by email, WhatsApp, or telephone.
Our email address is: orders@vocca.com
Mobile & WhatsApp: +971-502460043

Warranty

Vocca guarantees the quality and freshness of its products for three weeks from the time they leave our boutique/factory in Ajman, so long as they are handled and stored in a cool, dry place with a temperature of a minimum of 18 degrees Celsius and not exceeding 24 degrees Celsius. Our products have a shelf life of 6 months to a year.

Except as set forth in this section, Vocca makes no express or implied representations or warranties with regard to its products, including any warranties as to the fitness of its products for a particular purpose. Any such additional warranties hereby are disclaimed.

Allergens

Our products are produced in a facility that processes peanuts, tree nuts, dairy, eggs, sesame seeds, and gluten; our products may contain traces of the mentioned ingredients. We take utmost care in preparing our products, but it is not possible to completely avoid cross-contamination of allergens.

No Resale

Consumers agree that products purchased from Vocca are for personal use (including gift-giving) and shall not be resold. Thank you for shopping with us.

Note: The photos in our catalogue may not be accurate depictions of the products featured therein.