Returns & Exchanges
Returns & Exchanges
1. Return Window
You have 30 days from the date of delivery to request a return. This is longer than the UK legal minimum because we want you to feel completely confident shopping with us.
2. Conditions for Return
To be eligible for a return, items must meet ALL of the following conditions:
- Unworn, unwashed, and free from any stains, odours, or marks
- All original tags, labels, and hygiene strips (where applicable) still attached
- Original packaging included (dust bags, boxes, hangers)
- Proof of purchase (order number or receipt)
- Return initiated within 30 days of delivery
3. Non-Returnable Items
The following items cannot be returned for hygiene and safety reasons:
- Underwear, lingerie, bras, and panties
- Swimwear and bikinis (unless the protective liner is intact)
- Earrings and pierced jewellery
- Face masks and other personal protective items
- Gift cards and e-vouchers
- Final Sale items (clearly marked "Final Sale" at checkout)
- Items damaged by customer misuse or improper care
4. How to Initiate a Return
Step-by-step process
- Email rjma4974@outlook.com with your order number and the item(s) you wish to return
- We will respond within 48 hours with a Return Authorisation (RA) number and our returns address
- Pack the item(s) securely with all tags attached
- Write your RA number clearly on the outside of the package
- Ship using a trackable shipping method (Royal Mail Signed For or equivalent)
- Email us the tracking number once shipped
5. Return Shipping Costs
Return shipping costs are the responsibility of the customer unless the return is due to our error (wrong item shipped, defective product). We recommend purchasing shipping insurance, as VALENCIORIS is not responsible for items lost during return transit.
UK returns: Royal Mail 2nd Class Signed For typically costs £2.99–£4.50.
International returns: Return shipping costs vary by country and carrier.
6. Refund Process
6.1 Inspection Timeline
Once we receive your return, please allow 3–5 business days for our team to inspect the item(s).
6.2 Refund Approval
If approved, your refund will be processed to the original payment method within 5–7 business days. Depending on your bank or card issuer, it may take additional time for the refund to appear.
6.3 Partial Refunds
A partial refund may be issued if: items show signs of wear, missing tags, or are returned after the 30-day window (at our discretion).
6.4 Refund Amount
You will be refunded the full purchase price of the item(s). Original shipping charges are non-refundable unless the return is due to our error.
7. Free Shipping Deduction
If you received free shipping on your order (€80 threshold) and your return brings the order value below €80, the original standard shipping cost of €4.50 will be deducted from your refund.
8. Exchanges
For the fastest service, we recommend returning the unwanted item for a refund and placing a new order for the desired item. This ensures you receive the correct size or colour as quickly as possible. Direct exchanges are subject to stock availability — contact us to inquire.
9. Faulty or Damaged Items
10. UK Consumer Rights (Consumer Contracts Regulations 2013)
Under UK law, you have the right to cancel your order within 14 days of receiving your goods without giving any reason. This right applies in addition to our 30-day returns policy. To exercise your right to cancel, you must inform us in writing within 14 days of delivery.
11. International Returns
For international customers, please note: return shipping costs can be significant; customs duties and taxes paid are non-refundable by VALENCIORIS; we are not responsible for packages held in customs during return transit; please mark your return package as "Returned Goods" on customs forms.
12. Refund Timeline Summary
- Return shipped by customer: varies by location
- Transit to our facility: 2–5 business days (UK), 7–14 days (international)
- Inspection at VALENCIORIS: 3–5 business days
- Refund processing: 5–7 business days
- Total estimated time: 15–25 days
13. Return Fraud & Abuse
We reserve the right to refuse returns or block customers who abuse our return policy (e.g., returning heavily worn items, swapping tags, excessive returns).
14. Contact Our Returns Team
📧 rjma4974@outlook.com (please include "RETURN" in the subject line)
📞 01493 331120
📍 128 LAKE AVENUE, RAINHAM, ENGLAND, RM13 9SQ, United Kingdom
15. Proof of Postage
Always keep your proof of postage and tracking number until your refund has been processed. This protects you in case of any delivery issues.