FAQ

After your purchase you will receive a conformation e-mail which contains a tracking order. Use our "Track My Order" function to follow your order.

Delivery takes an average of 8 - 12 working days.

PLEASE NOTE THAT WE DO NOT DO FREE RETURNS, CHARGES APPLY.

Return Is it possible to return my order? Yes, this is possible.

If you are not satisfied with the items you have ordered, you have the option to return them within 14 days of receipt.

In this case, the order must meet the following conditions:

1. The order still contains all the appropriate parts, components and the packaging has arrived exactly as the product.

2. normal handling of the product is evident, breakage due to careless handling is excluded.

3. products for which hygiene is important have been thoroughly cleaned before the return process begins.

4. the product has been found to be defective immediately upon receipt.

5. We are entitled to charge the customer for shipping costs.

6. a return will be processed within 7 working days and if the conditions are met, the return will be officially acknowledged within this period.

*We reserve the right to refuse returned items if we suspect that the items have been used or damaged through no fault of our own.

How can I return my order?

If your order meets the above conditions, you will need to do the following to initiate the returns process.

-Send an email to: info.valerie-london.co.uk

-Make sure the email contains the following:

Order number

Reason for the return request

Photo of the product in case of breakage

First name + last name of the customer

Address of the customer

We will then speak to you and give you the return address. Never send the return to the sender, we will send you the correct address after you have asked us to do so. You, the customer, are responsible for the shipping costs of returning the product.

STORNOBAU

The consumer has a right of withdrawal in accordance with the following provision if the consumer is a natural person who enters into a legal transaction for purposes that are not predominantly related to his or her commercial or professional activity:

CANCELLATION CONDITIONS

Right of cancellation

The cancellation period is 14 days from the day on which you or a third party named by you who is not the carrier has received or accepted the last goods.

As we work with a fully automated system, orders are executed as soon as they are placed. Therefore, we cannot interrupt the shipping process until delivery, so a refund is not possible upon receipt of the goods.

To exercise your right of withdrawal, you must inform us (Valerie London) by means of a clear declaration (e.g. by e-mail) of your decision to withdraw from this contract. The revocation is completed when we have received the goods. The cost of returning the goods shall be borne by the buyer.

Record for shipments in transit

As our goods are shipped from Asia, there may be longer transit times over which we have no control. If the goods are already on their way to you, cancellation is not possible. Please wait until you have received the goods and then return them to us. Of course, you can inform us in advance about your cancellation.

In order to guarantee you the fastest possible return, we ask you to send us a shipping confirmation.

Consequences of withdrawal

If you withdraw from this contract, we must refund all payments we have received from you, with the exception of delivery costs (with the exception of additional costs resulting from the fact that you have chosen a type of delivery other than the cheapest standard delivery offered by us), without delay and at the latest within fourteen days of the day on which we receive notification of your withdrawal from this contract and receipt of the goods. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged for this repayment.

** ALL RETURNS WILL BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE

We offer a variety of payment methods to make your shopping experience convenient and secure. Here are the payment methods we currently accept:

Credit or Debit Cards: We accept major credit and debit cards, including Visa, Mastercard, American Express.

PayPal: You can use your PayPal account to make purchases on our website for added convenience and security.

Mobile Payment Services: Depending on your location, we may accept mobile payment services such as Apple Pay, Shop Pay, and Google Pay

Gift Cards or Store Credit: If you have a gift card or store credit issued by us, you can use it to pay for your purchases.

Please note that the availability of payment methods may vary depending on your location and the specific products you're purchasing. If you have any questions about payment methods or need assistance with your payment, please don't hesitate to contact our customer support team.

We advise you to check the size guide on the product page. You can find this below the product description. By doing so, you will find the perfect size for you.

After your purchase you will receive a conformation e-mail which contains a tracking order. Use our "Track My Order" function to follow your order.

Delivery takes an average of 8 - 12 working days.

If your tracking information indicates that your order has been delivered but you haven't received it, here are a few steps you can take:

Check Your Delivery Location: Double-check the delivery address to ensure that it was entered correctly when placing the order. Sometimes, packages may be delivered to a neighbor, front desk, or a different location on your property.

Look for Delivery Notes: Check for any delivery notes left by the carrier. Sometimes, carriers leave packages in secure locations or with a receptionist if you're not available to receive the delivery.

Contact the Carrier: Reach out to the shipping carrier listed in your tracking information. Provide them with your tracking number and explain the situation. They may be able to provide additional details about the delivery or initiate an investigation into the matter.

Contact Customer Support: If you're unable to locate your package after following the above steps, contact our customer support team. Provide them with your order details and tracking information. We'll work with you to resolve the issue and ensure that you receive your order as soon as possible.

File a Claim: In some cases, if a package is marked as delivered but not received, you may need to file a claim with the shipping carrier. Our customer support team can assist you with this process and provide any necessary documentation.

Rest assured, we're here to help resolve any delivery issues and ensure that you receive your order. Please don't hesitate to reach out to us for assistance.

VAT is covered in the listed prices for all purchases made through our website. You won't encounter any additional charges related to VAT during the checkout process. We strive to provide transparent pricing to make your shopping experience as straightforward as possible. If you have any questions or need further clarification, feel free to reach out to our customer support team for assistance.

You will receive an order confirmation by e-mail immediately after placing your order. This e-mail contains the order number (consisting of minimum 6 digits), order summary and the shipping & billing address.

Sometimes, order confirmation emails may be filtered into your spam or junk folder by mistake. Take a moment to check these folders in your email account to see if the confirmation email is there.

If you've checked your spam folder, waited for some time, and verified your email address but still haven't received an order confirmation, reach out to our customer support team. Provide them with your order details, including your full name and order number, and they'll assist you in verifying your order status and resend the confirmation email if necessary.

If you have any questions, don't hesitate to contact us, we are happy to help. Our team is available 7 days a week to answer all the questions you may have.

Contact: info@valerie-london.co.uk

We always aim to answer every question within 48 hours.