Customer Support and Email Response Times | Valenna

Customer Support and Email Response Times

We aim to reply to email and contact-form enquiries within 24 business hours. Phone and WhatsApp are answered during business hours, and calling is usually the fastest route for something urgent.

⏱️ Response times by channel

ChannelTypical responseBest for
EmailWithin 24 business hoursDetailed enquiries: orders, returns and refunds, product advice, artwork, corporate enquiries, account help
Contact formWithin 24 business hoursAttaching files or giving detail
Phone and WhatsAppDuring business hoursUrgent matters. If we are helping another customer, leave a message or voicemail

🕒 Business hours

DayHours
Monday to Friday9:00 to 16:00
Saturday10:00 to 14:00
SundayClosed

Messages outside these hours are answered the next business day.

🚨 Urgent enquiries

If your enquiry is time-sensitive, for example you need to update an address before dispatch, spotted an error just after ordering, or the courier needs delivery information, call or WhatsApp during business hours.

⚠️ Warning: once a personalised order has entered production, changes may no longer be possible because the printing workflow is automated. See when production starts.

🐢 Busy periods

Replies may take a little longer during peak seasons, major sales, public holidays and the start of the school or academic year. Enquiries are handled in the order they arrive.

💡 Tips for faster support

  • Your order number and the email used for the order.
  • Your full name and a clear explanation of the question.
  • Photos or screenshots where relevant.

❓ Frequently asked questions

I have not had a reply. What now?

Check spam or junk first, then reply in the same thread. See when a response is overdue.

Do you reply on Saturdays?

Yes, during Saturday hours. Messages after closing or on Sunday are answered the next business day.

👉 Related guides and next steps