Refund policy
At Valona, we want you to be completely satisfied with your purchase. If you’re not happy with your order, we’re here to help.
Returns
We accept returns on most new, unused items within 30 days of delivery.
To start a return, please contact our support team at contact@shopvalona.com with your order number and reason for return.
Once your request is reviewed, our team will provide you with detailed instructions on where to send your package.
Please do not send your return before receiving confirmation from us.
To be eligible for a return:
- The item must be unused, unwashed, and in its original packaging.
- Items that have been worn, altered, or damaged after delivery are not eligible for return.
- Certain products (such as personal care items or final sale products) may not be returnable for hygiene or clearance reasons.
To start a return, you can contact us at contact@shopvalona.com.
You can always contact us for any return question at contact@shopvalona.com.
Damages and issues
If you received a damaged or incorrect item, please email contact@shopvalona.com within 7 days of delivery with photos of the issue. We’ll make it right as quickly as possible.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@shopvalona.com.