FAQ

Typically, how long will my order take to get here?

The time frame for order delivery is divided into two parts:

  • Processing time: Order verification, tailoring, quality check and packaging. All orders are sent to the manufacturer for dispatch within 24 hours after the order is placed. The item is then processed which takes an additional 2–4 working days.
  • Shipping time: This refers to the time it takes for items to be shipped from our warehouse to the destination. Delivery time typically takes 12-20 business days.
  • However some orders can take up to 30+ working days. 
  • Please note these times are only estimates and can sometimes take longer.
  • Once orders arrive in the destination country it is delivered to your local post office. Any delays that occur after the package has arrived at the destination country we have no control over.

    Where is my order confirmation?

    Please check first if you have received an order confirmation email upon placing the order. If this is not the case, most likely the payment has not gone through and the order has not been finally confirmed. If so, we advise you to check your bank account, paypal account or credit card statement if the purchase amount has been deducted. If not, please try again to place your order online. If the money has been taken from your bank and you have still not received a conformation email with 24hr please contact our customer service team at valvenocouture@gmail.com. We do not send a separate shipment email. Your tracking information will automatically update upon shipment. You can check your tracking information on the Order Status Page. 

    I want to cancel my order. How do I do this?

    If you would like to cancel an order, please contact us straight away at valvenocouture@gmail.comand we will do our best to help. We try to process our orders as soon as they come in so our customers get their items as soon as possible. We can only cancel orders that have not yet been processed.  We cannot accept order cancellations after this. 

    Will I be charged additional custom or import charges?

    Custom or Import Charges are charged once an item has arrived in its destination country. Unfortunately, we have no control over what these charges are, as Import and Custom policies vary from country to country. We would advise that you find out what these charges may be before you place your order.

    Please note we will NOT refund refused orders. If you refuse your order due to custom charges we will do our best to accommodate a different shipping method however we will not refund. Please do not make an order if you plan to refuse it.

    I purchased a product and it's now gone into sale, can I get a refund? 

    Unfortunately we are unable to refund the difference between the original price and the sale price.

    Item not delivered?

    It is the responsibility of the customer to provide the correct shipping address and meet any requirements of their destination country. We do not offer refunds for an incorrect shipping. Once a parcel is shipped to your country it is directed to your local postal service. It is the responsibility of the buyer to be available to receive your parcel from the local postal service. If you do not collect your parcel it is at the discretion of your local postal service and we DO NOT offer any refunds in these events. 

    My order is faulty.

    Each order will be thoroughly inspected by our team before it is shipped, however if an order arrives faulty, please email us within 24hrs of receiving your package with pictures of the damaged item. We will then be in touch with further instructions. 

    How do I return my product?

    We hope you will be perfectly satisfied with your purchase, but in the case where you would like to return your product please email our customer service team for further information. You have 14 days to return a product. Any return shipping costs are the responsibility of the buyer. In the case of a refund, a £2.50 shipping and handling fee will be deducted. Unfortunately we do not offer refunds on sale items or items that are no longer in stock.

    Can I track my package? 

    If tracking is available with your order, a tracking number will be available to view on your Order Status Page to you upon shipment of your items. Please allow up to 5-10 working days to check the tracking status for your parcel. If your tracking information is not working please contact us. 

    What if I receive some of my order but not all of it?

    We work with many suppliers all over the world to give you the most up to date trends at the most affordable prices. If you receive some of your items but not all of it don't worry - we haven't forgotten it. The rest is on the way!

      

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    Sizing Chart

    Size Chart

    Size UK EU US
    S 6-8 34-36 4-6
    M 8-10 36-38 6-8
    L 12-14 40-42 10-12

    *Bottoms run small so always order a size up.