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FAQ

GET IN TOUCH

For all enquiries, please email  info@vosso.co.uk.

VOSSO
Station Ln
Scorton
PR3 1AU
United Kingdom
+44 (0) 152 479 1285
info@vosso.co.uk

MON - FRI . 10AM - 4PM . BST . Excluding Holidays

By appointment only.


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Health + Safety is our number 1 priority

VOSSO on COVID-19

STAY SAFE!

PROTECTING YOU BY PROTECTING US

For VOSSO, the health and wellbeing of our customers and employees are of the utmost importance. In the face of the worldwide implications of COVID-19, we are doing everything we can and taking all the necessary precautions to make sure everybody stays safe in these uncertain and trying times.

As a company serving globally, we are monitoring the situation closely per country. Every decision is made on a day-to-day basis in line with local and international safety guidelines. Please note that the situation is developing rapidly, and the precautions and safety measures taken are therefore subject to change.

To ensure everyone’s wellbeing, updates at VOSSO on COVID-19 can be found in the link below which will be continuously updated in line with current information whilst we continue to fulfil your orders, minimise delays and work to resolve any unforeseen issues which may occur if local and international couriers are impacted.

Please feel welcome to shop online at vosso.co.uk. We continue to deliver to you and are committed to giving you the high-quality experience you are used to. We are able to hold orders during COVID-19 to help secure product investments for your peace of mind.

For more information on our latest COVID-19 updates you can visit our policy pages below which include the steps we are taking to help protect you by protecting us.

Let’s work together to protect and care for one another. Thank you for your ongoing support and understanding.
Stay safe everybody.

VOSSO team

 

HEALTH + SAFETY IS OUR NUMBER 1 PRIORITY

COVID-19 FAQ - STAY SAFE!

ARE YOU STILL OPEN?

Yes! We are an online company and we still continue to provide you with the high-quality service you are used to.

ARE YOU OFFERING REDUCED HOURS?

No, our opening times have not changed, operating throughout business days MON-FRI 10AM-4PM. All our notification updates will be sent to our subscribers via VOSSO's newsletter.

I JUST PLACED AN ORDER, WILL THIS BE DELAYED DURING THE PANDEMIC?

We are still continuing as normal so don't worry - there may be a slight delay with your delivery, this is normal at this time whilst couriers make further precautions to help improve the health and safety of their operations for your safety - so please be patient, we have only noticed slight delays, if any at all.

I'M NERVOUS ABOUT PRODUCTS BEING DELIVERED. WHAT PREVENTATIVE MEASURES ARE YOU TAKING?

All of our products are dispatched direct from us right here at VOSSO studio in the United Kingdom. Rest assured, we have already put preventative measures in place to ensure all of our products are being handled safely, hygienically, and our staff have been trained on regularly updated safety protocols.

HOW DO I GET IN TOUCH WITH YOU?

You can contact us directly at info@vosso.co.uk, or through our chat icon on thefossilstore.com. We will get back to you as soon as we can.

DO YOU OFFER A SPECIAL SERVICE FOR DELIVERY DURING THE PANDEMIC?

Yes! By request, we offer a tracked only service without the need of a signature from you on arrival and you will be responsible for who receives the package.

ARE WE STILL ACCEPTING RETURNS?

Yes! Nothing has changed, please read our Returns Policy for more information on our returns guide and terms.

Please return your order in the same condition, in the original packaging and in the original box.

WILL I GET MY REFUND STRAIGHT AWAY?

Due to the current situation there will be a slight delay on refunds for returned items - all returns are subject to quarantine for 2 weeks until it is safe for our staff to examine your returned parcel. This helps us to better protect our customers like you.

FEEL LIKE WE'VE MISSED SOMETHING OUT?

Write to us with your question/s to info@vosso.co.uk and we'll happily add these to our FAQ's.


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GENERAL

WHAT IS VOSSO?

Founded in 2013 by the idea, that all supremely elevated fossils should exist in a modern world. We carefully craft each piece to the highest standard making us one of the industry outsiders with a common obsession for interior style using foreign techniques.

HOW MANY PIECES DO YOU HAVE AT ONE TIME?

We are constantly working on new collections that take time to process, keeping a continuity of 30 products online at any one time.

DO YOU TAKE ON PROJECTS?

We're like a challenge, if you have an enquiry please get in touch. 

WHERE CAN I FIND THE LATEST INFORMATION ON VOSSO?

Any news or information regarding Vosso can be found on our website (vosso.co.uk) or via social means similar to our newsletter.

HOW DO I SIGN UP TO THE VOSSO NEWSLETTER?

Simply enter your email on signup form located on our homepage.

EXPERIENCING TECHNICAL ISSUES?

Email us : info@vosso.co.uk or call us on +44 (0) 7818 554 442
MON - FRI : 10:00 - 18:00

 

PRODUCT

A PRODUCT I LIKED IS NO LONGER AVAILABLE?

100% of our items are unique, once sold they are removed from vosso.co.uk. On occasion we may remove an item to enabling the fabrication of a custom fit stand. Discontinued or sold items are are generally removed as and when they sell out.

WHERE ARE YOUR PRODUCTS SOURCED?

All our products are sourced from around the world, for a more accurate origin, please refer to the product descriptions. We only work with the most reputable excavators and businesses who are known industry-wide for their exceptional quality and business practices. Our sourcing process prioritises quality and craftsmanship and we take pride in the specimens, materials and partners we work with.

HOW ARE VOSSO PRODUCTS SOURCED?

All our products are ethically and legally sourced. Providing a way of life for many families around the world. We refuse to work with unethical and illegal specimens and shall report these to the authorities if brought to our attention.

WHERE CAN I FIND YOUR PRODUCTS?

Our entire collection can be found exclusively on our website, vosso.co.uk. We also host seasonal PopUps in various cities across the country!

To find out if there is a PopUp near you and to stay up to date on the latest products, please sign up to our newsletter, simply add your email into our newsletter signup form which can be found in the footer of every page on our website.

I CAN'T FIND WHAT I’M LOOKING FOR, HOW DO I CONTACT YOU?

Looking for a special piece, something more prestigious or maybe you have a project we can help you with, you can email us at info@vosso.co.uk, or call +44-(0)-151-342-1151 between 10:00 PM and 4:00 PM BST, Monday-Friday.

CAN YOU OUTSOURCE A PRODUCT FOR ME?

Unfortunately we don't provide this service. Because Fossils are unique it is difficult to attain specific requirements on demand.

If we offer this service in the future, there will be a minimum product value per requirement, to be paid in full prior to securing the item upon discovery and delivery lead times will vary from 1-8 weeks thereafter. OUTSOURCED products (like SALE items and product COLLABORATIONS) are nonrefundable.

DO YOU BUY FOSSILS?

We do not require further sources for products. All our products are designed in-house by VOSSO.

DO YOU PROVIDE VALUATIONS ON FOSSILS?

We no longer offer this service.

DO YOU OFFER RESTORATION AND REPAIRS?

We no longer offer this service.

HOW DO YOU SUSTAIN PRODUCT QUALITY?

All our products go through vigorous quality checks, from design/excavation through to the curation/restoration process. This allows VOSSO to curate beautiful products. All specimens within selected products may consist with natural imperfections impacted by the process of fossilisation and mineralisation helping to make each piece unique.

DO YOU DESIGN YOUR STANDS?

Yes! All our pieces are designed in-house.

CAN YOU MAKE ME A STAND?

We no longer offer this service. All VOSSO stands our custom design for each piece, making them unique.

 

BESPOKE PROJECTS

WHAT DO PROJECTS INVOLVE?

VOSSO Projects accommodates custom requirements to suit your needs. We are able accommodate site visits for large installations and provide a variety of products which include the following:

- Luxury fossil fish limestone mosaic wall.
- Holzmaden lily wall decor statement.
- ...

DO PROJECTS REQUIRE PRO FORMA PAYMENTS?

Yes, projects are custom designed to requirement and fall under product 'COLLABORATIONS' and 'OUTSOURCED' product categories and are therefore nonrefundable.

We provide guidance throughout the process for product design, layout and overall best procedures from start to finish. Project consignments will commence once 'Pro Forma Payment' and VOSSO's contractual signed agreement has been completed.

WHAT'S THE COMPLETION TIME FOR A SINGLE PROJECT?

Each project installation is determinable based on the scale of your enquiry. Products that fall under our Projects category are subject to availability due to seasonal conditions and other circumstances.

For more information please email us at info@vosso.co.uk, or call +44-(0)-151-342-1151 between 10:00 PM and 4:00 PM BST, Monday-Friday.

 

AUTHENTICITY

ARE ALL YOUR PRODUCTS AUTHENTIC?

Absolutely! We guarantee product authenticity throughout vosso.co.uk product range. Each item includes a signed certificate of authenticity by VOSSO.

We only work with the most reputable excavators and businesses who are known industry-wide for their exceptional quality and business practices. Our sourcing process prioritises quality and craftsmanship and we take pride in the specimens, materials and partners we work with.

DO PRODUCTS INCLUDE A SIGNED CERTIFICATE OF AUTHENTICITY?

Yes! All our products include a signed certificate of authenticity. Certificates of authenticity may be sent separately.

 

FINANCE

DO YOU OFFER FINANCE?

We have plans to introduce finance availability in the near future.

You may be eligible for 'PayPal Finance' which is available when you Checkout with PayPal as your payment method. For more information visit PayPal.com.

 

ORDERS + PAYMENTS

WHAT CURRENCY ARE YOUR PRODUCTS IN?

All our products are in (Great British Pounds) GBP Sterling.

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

VOSSO accepts all major credit cards as well as PayPal, Google Pay and Apple Pay.

Occasionally we have to cancel an order due to processing or payment issues. If we do cancel your order due to suspected fraud or other processing issues, we will contact you to verify the cancellation or obtain the additional necessary information to process the order.

We cannot hold items on orders for which we cannot collect payment. If we do not hear from you within 24 hours of reaching out to verify information, we will cancel your order.

ARE PAYMENTS ALWAYS REQUIRED UPFRONT?

Yes! Payment is required before we can process your order.

Payment plans are available, subject to a non-refundable deposit - orders are dispatched after final payment has been received.

Plans are 0%APR through VOSSO with no hidden fees. Additional payment may be required for international deliveries and admin fees. Return payment plan orders are also subject to an additional fee (excluding standard admin refund fees subject to finance settlements) for initial payment plan setup and hold of stock item/s.

WHAT ARE ADDITIONAL PAYMENTS?

Additional payments is designed for special order requirements including PROJECTS, fuel, delivery surcharges and price fluctuations where applicable for particular products or delivery charges, taxable products and bespoke stand fabrications for VOSSO products.

WHEN WILL I BE CHARGED FOR MY ORDER?

Your order will be charged as soon as it processes on our website.

CAN I CANCEL OR MODIFY MY ORDER AFTER IT IS PLACED?

Please double-check that all information is accurate on your order before submitting. Once an order is placed, we are unable to guarantee that changes can be made. If you do make a mistake on your order, please reach out to info@vosso.co.uk right away to avoid unnecessary delays. For security, we solely process transactions that match you billing address to your delivery address.

HOW DO I KNOW IF MY ORDER WAS PLACED SUCCESSFULLY?

After your order is placed successfully, you will receive an Order Confirmation to the email associated with the order.

HOW DO I CHECK THE STATUS OF MY ORDER?

You can check the status of your order once you receive a Delivery Confirmation email. Please use the tracking number provided to keep an eye on your order and track its progress! If you opted for a text message, you will receive your tracking information via text to the number you provided at checkout.

DO YOU HAVE A ‘SEND AS A GIFT’ OPTION FOR ORDERS?

We do not currently offer Gift options for orders.

DO YOU OFFER PRICE ADJUSTMENTS?

We do not offer price adjustments at this time.

IS MY ACCOUNT DATA SAFE?

Keeping your data secure is one of our top priorities - server systems are monitored 24/7 and process only 256-bit HTTPS encrypted data, securing your information all year round.

 

DELIVERY + RETURNS

UK, EU, ROW DELIVERY ESTIMATES

All our products include free delivery to the United Kingdom.

For EU and ROW delivery estimates, please add product/s to the 'BAG' and select BAG(0) in the header of our website, on the slide out BAG, select your location and enter your post/zip code and press calculate.

We may contact you to request further payment where applicable - this may occur in relation to rates of inflation, changes or additional delivery surcharges and bespoke order requirements.

WHEN WILL MY ORDER DISPATCH?

Orders are typically processed within 1-3 business days if not the same day of purchase. Delivery times vary based on destination and delivery method, we strive to get your next favourite fossil piece to you within 3-5 business days. International (non-UK) orders will take additional time.

WHERE DOES MY ORDER DISPATCH FROM?

Orders are dispatched from our depot in Liverpool and Lancaster, England. If your order is ever sent in multiple packages, you will receive all tracking numbers attached to the delivery notification. Certificates of authenticity may be sent separately.

HOW WILL I KNOW IF MY ORDER HAS DISPATCHED?

You will receive a Delivery Confirmation email or text message with all tracking information!

WHAT IF MY ORDER ARRIVED DAMAGED?

If you receive any damaged items in your delivery, please notify our customer service team right away by contacting info@vosso.co.uk - damages must be reported same day as receiving the item to be considered for a replacement or refund.

WHAT IF MY PACKAGE IS LOST?

If your package is lost in transit, please reach out to us right away at info@vosso.co.uk

All orders delivered to the correct delivery address are no longer the responsibility of VOSSO. We cannot be held responsible for lost or stolen packages after delivery.

WHAT IS YOUR RETURN POLICY?

Our return and restocking policy can be found on our returns page.

HOW DO I START A RETURN?

To start a customer return, please see our returns page found in the footer of our website pages - currently returns are not free. In the future we plan to setup a free returns policy accessible by visiting: returns.vosso.co.uk - whereupon you can simply enter the email associated with your order whereupon you will receive a FREE returns label - when this is available it will be stated here and on our returns page.

*If you need help creating a return or exchange, please contact us at info@vosso.co.uk, or call +44-(0)-151-342-1151 between 10:00 PM and 4:00 PM BST, Monday-Friday - please let us know why you’d like to return your item, what item you’re returning, and your order number.

DO YOU ACCEPT INTERNATIONAL ORDERS?

Absolutely! We deliver Worldwide but if you have concerns regarding delivery destination pricing or experiencing technical difficulty with your address details on checkout, please contact us at info@vosso.co.uk

HOW MUCH DOES INTERNATIONAL DELIVERY COST?

International delivery costs are country specific and can be calculated prior to checkout on our slide out BAG or will be calculated on checkout. International (non-UK) customers are responsible for payment of any additional duties, import taxes, and brokerage or customs fees associated with an International delivery.

For some countries, in addition to the delivery cost, these fees will be added to the total at checkout. For other countries, pre-paid duties and taxes is not available and deliveries will be sent on a DDU (Delivered Duty Unpaid) basis. In this case you will be charge the duties and taxes by the delivery provider when your order is delivered. Duties and taxes are nonrefundable.

Detailed information about international delivery rates can be found on the DELIVERY & RETURNS page of our website.

WHAT ITEMS ARE CONSIDERED FINAL SALE?

All SALE, OUTSOURCED and PROJECT orders are considered FINAL SALE and are not eligible for returns or exchange. This includes items purchased during site-wide sales, special Holiday sales, at a PopUp location sale and all sample sales.

Please note that all collaboration products are final sale, and not eligible for return or exchange.

CAN I RETURN FINAL SALE OR OUTSOURCED ITEMS? WHAT IF THE ITEM WAS A GIFT?

Final sale and outsourced items are non-refundable and cannot be returned or exchanged. Please reach out to us with any questions about a final sale items before purchasing.

CAN I RETURN A LIMITED EDITION COLLABORATION ITEM?

All items produced as part of a special Collaboration with another brand or person is considered final sale due to the limited quantities and availability of these items. Collaboration items are not eligible for return or exchange.

 

GIFT CARD

# HOW CAN I USE MY VOSSO GIFT CARD?

Redeem it at vosso.co.uk or at one of our pop-up shops. Once you find something you like, apply for your gift card number in the gift card field during checkout.

You may also transfer the balance of your gift card to your account in the account section of vosso.co.uk. Applying a gift card balance to your account will transfer ALL available balance from the gift card to your account. The gift card will be empty after transferring. When logged into your account, your account balance will be automatically applied at checkout.

# WHAT IF I DON'T USE THE ENTIRE GIFT CARD BALANCE?

The unused portion of your gift card will remain on your card and can be used toward any additional Vosso purchase.

HOW CAN I CHECK MY GIFT CARD BALANCE?

You can check the balance of your gift card in the account section of vosso.co.uk.

# WHEN WILL MY GIFT CARD EXPIRE?

Never!

# CAN I RETURN A GIFT CARD?

Our gift cards are non-refundable. If you’d like to return a purchase made with a gift card, the funds will be credited back to your account. We cannot credit back a gift card.

# HOW LONG WILL IT TAKE FOR A GIFT CARD TO ARRIVE?

This will vary per location but typically between 5-7 business days.

# CAN I SHIP A GIFT CARD DIRECTLY TO THE RECIPIENT?

Absolutely! Fill in the Delivery address field with your recipient’s address during checkout, and we’ll send the gift card there. You can include a gift message during checkout.

# DO YOU SELL GIFT CARDS IN YOUR SHOWROOMS?

No, you can only purchase the Vosso gift cards online at vosso.co.uk. 

 

Cites Rules + Regulations

Requirements for import + export of fossils

Trades involving Natural Heritage (natural sites, biological and formations) are governed by a number of national, and international regulations. CITES is in place to protect endangered species, where as fossils are extinct and not in need of protection, however certain countries wish to keep their heritage and therefor deem certain fossil specimens illegal for importation and exportation.

Buyers as well as sellers are expected to take all reasonable steps to guarantee the lawfulness of what they buy and sell, to avoid contravening the 1970 UNESCO Convention.

THE FOSSIL STORE experts select each item to be listed, this ensures positive verification of each specimen and its provenance, to ensure compliant and legal trade.


International Laws

THE FOSSIL STORE does not export fossils from the following highly restricted and governed countries; (including rare fossil deemed illegal by authorities in other countries that are not listed below)

China, Brazil, Russia, Lebanon, Chile, South Africa + Mongolia.

(as a rule we do not acquire fossils from South America + Asia)

Laws on Import, Export + Sale of Fossils >


The CITES rules and regulations are subject to regular changes + updates. With this in mind, we strongly recommend you research the lawfulness of the fossil that you wish to ascertain from any reputable fossil retailer. The following links below provide all the information you might need:


EU CITES Regulations

For the EU Internal Regulations ref. CITES Annexes B, C and D, go to: ( see Page 16 )

EU Internal Regulations >


Selling endangered Species if applicable - rules and regulations may be subject to change and why we have provided this link:

Rules + Regulations on Endangered Species >


Form application for a certificate to use a CITES-listed specimen if required by law: 

Certificate for CITES-Listed Specimen >


Article 10 Certificate

For an English Language application for an Article 10 Certificate, go to: 

Article 10 - Certificate Application >


CITES list + updates

For a constantly updated list of CITES listed species: (consult Wikipedia to find the Latin species’ name) 

CITES Listed Species >

 CITES Species Checklist >

For regular CITES email updates including species-listing, go to:

CITES Email Updates >


EU CITES Authorities

For the list of current CITES Authorities within the EU, go to:

Convention on International Trade in Endangered Species >

Environment - LIFE Projects by Theme >


International Laws - Import, Export + Sale of Fossils

The Association of Applied Paleontological Sciences is offering a reference of International Fossil Laws for Academic and Independent Paleontologists, as well as students and fossil enthusiasts

The Journal of Palaeontological Sciences >



UNESCO 1970 - Illicit Import, Export + Transfer

Evaluation of UNESCO’s Standard-setting Work of the Culture Sector

Import, Export and Transfer of Ownership >


Accredited Authorised Appraisers

For information on Authorised Appraisers within a particular EU Member State, check with your local Governments and accredited Museums.

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