If you are not happy with your Valentina purchase, you can return your items for an exchange or refund within 14 days of purchase.
We will be happy to offer you an exchange or refund, providing the goods are returned in perfect condition and in their original packaging. Regrettably, earrings or personalised items (such as engraved jewellery) cannot be refunded or exchanged unless they are defective or faulty.
You must contact the Valentina Customer Care department to authorise your refund. We will give you details of how to return your items and any information you need to include.
When returning items, you are strongly recommended to obtain proof of posting. We cannot accept responsibility for parcels lost in transit.
For all returns, except where the item is faulty or dispatched in error by us, you will be required to arrange and pay for the return of the products to us.
Sale items cannot be returned unless they are defective or faulty.
When your refund has been authorised, a prompt refund of the price of the goods will be sent. The debit or credit card used for the original purchase will be credited with the original price. If there are any problems with your refund, a member of our Customer Care team will contact you.
There are certain situations where a partial refund may be granted. Such situations include:
The item was returned without its original packaging
There are obvious signs of use
The item was not returned in its original condition, e.g. damaged or missing parts for reasons not due to our error or manufacturing defect
The item was returned more than 14 days after delivery
You must contact the Valentina Customer Care department to authorise your refund.
The Valentina Customer Care department can be contacted at:
Or using the Customer Contact form on our website:
Our offices are open Monday to Friday 9.30am to 5.00pm and are closed weekends and bank holidays.
Once your returned items have been received and inspected, we will send you an email to notify you of your refund approval or rejection.
If your refund has been approved, your refund will be processed and a credit will automatically be applied to your debit or credit card used for the original purchase, within 5 working days.
LATE OR MISSING REFUNDS
If you haven’t received a refund within 5 working days, please check your bank account to confirm that the payment hasn't been received.
If you have paid by credit card, please check that the original purchase has been charged. Credit card companies sometimes reverse the charge rather than issuing a refund, so it may be that your account was not charged.
If you haven’t received your refund, please contact your bank. There is often a delay before a refund is returned to your account and is normally due to the bank’s processing time. Your bank will be able to advise you of when to expect your refund.
If you’ve done all of this and you still have not received your refund, please contact us at email@example.com.
CANCELLATIONS AND EXCHANGES
If you realise you have made a mistake and want to cancel your order, please contact us as soon as possible. We normally dispatch orders the next working day, but we will be able to cancel your order and process your refund immediately if your order hasn’t yet been dispatched. We cannot make changes to your order after the order has been confirmed.
If you need to cancel an order, send us an email at firstname.lastname@example.org.
We only exchange items if they are defective or damaged. There may be circumstances were an item cannot be exchanged for the same item, such as when the original item was discontinued or is out of stock. In these circumstances, Valentina will offer you a refund or discount code for the original purchase price of the item.
If you need to exchange an item, send us an email at email@example.com.