If a direct Valenna order arrives damaged or with the wrong item, contact us promptly and keep the product, packaging and shipping label. One complete message with photos starts the fix fastest.
📸 What to send, in one thread
- The order number and affected product.
- A photo of the full product and a close-up of the problem.
- Photos of the outer parcel and shipping label.
- What you ordered compared with what arrived, and the quantity affected.
- Whether the remaining items are correct and can be kept.
⚠️ Warning: if a parcel is clearly damaged or addressed to someone else, do not sign for it. If you opened it already, contact us at once with clear photos. Do not send anything back until we give return instructions. Keep correct and affected items separate when photographing.
🔎 How it is resolved
Valenna compares the order, the files you supplied and your evidence with the delivered product. Depending on the cause and the items affected, the outcome may be a correction, replacement, collection, account credit or refund. A mistake already in a customer-supplied file is assessed separately from production and transit errors. See the returns and refunds policy.
❓ Frequently asked questions
I bought through Amazon, Takealot or Makro. Same process?
No. Open a case on the marketplace order instead. See marketplace returns and problems.
👉 Related guides and next steps