Valenna Shipping and Returns Policy Explained | Valenna

Valenna Shipping and Returns Policy Summary

This is a plain-language summary of Valenna's current Returns and Refunds policy. The website policy is the controlling version. Returns are requested on the website form, and personalised goods are not returnable for a change of mind.

⚖️ The policy at a glance

SituationWhat the policy says
Change of mind, standard itemWithin 7 days if unopened, unused, in original packaging and in 100% condition. You pay return delivery and carry the risk. Original delivery charges are not refunded
Personalised or made-to-specificationExcluded from change-of-mind returns
Cancel before production (Pay Now)A 5% payment-processing deduction applies
Cancel before production (Manual Bank Transfer)No transaction-fee deduction
Cancel after production or preparation startsA materials and processing deduction of up to 50% of the order value, depending on the stage
Faulty, damaged or wrong goodsReport promptly with order details and clear photos. For a confirmed fulfilment error Valenna covers the approved return cost and risk

Valenna may reject a return that does not meet the policy conditions.

💸 Refunds and non-refundable amounts

  • A refund is processed after returned goods are received and inspected, to the original payment method where applicable.
  • Original delivery fees and payment-processing fees may be deducted, as the full policy sets out.
  • For faulty or wrong goods the policy allows store credit or a full refund, at Valenna's discretion after investigation. Original courier fees may be excluded.

📝 How to request a return

  1. Complete the form on the Returns and Refunds page. It opens a support ticket.
  2. Valenna reviews the request.
  3. If approved, we email the next steps. Do not send goods back before then.
📝 Note: shipping rates and delivery times are shown at checkout and in the shipping guide, not in this policy. Checkout is the source of truth for rates.

❓ Frequently asked questions

Can I return a personalised order because I changed my mind?

No. Personalised goods are made to your specification. If the item is faulty or wrong, see problem with your order.

How long does a refund take?

See how long refund processing takes.

👉 Related guides and next steps