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FREQUENTLY ASKED QUESTIONS

This section provides answers to the most frequently asked questions on terms of sale and our services.

WHY CAN'T I COMPLETE MY ORDER?

Please check that you have correctly entered the data for your selected method of payment. If you are paying with a credit card and the problem persists, we suggest contacting your Credit Card Issuer.Need further assistance? Contact us and we will be happy to help you.

CAN I CHANGE THE COUNTRY OF MY ACCOUNT?

To transfer your account to the site of a country which is different from the one you registered with please contact us.

CAN I CHANGE MY ORDER AND ADD OTHER PRODUCTS OR REMOVE THEM?

Unfortunately not. Each order is processed automatically and once it has been confirmed, it is not possible to modify the details. To purchase additional items, you must place a new order. To return any items please refer to our Return Policy.

WHERE IS MY ORDER?

You can check the status of your order and track its delivery at any time. Enter the Order Number that you received via email in the Follow your Order page. If you are a registered user, you can find all information related to the order in your My Account page.

Don’t have an account yet? Register now to enjoy exclusive services.

WHERE IS MY RETURN?

You can check the status of your return by contacting us, please allow 3 working days after your return has been delivered to our warehouse to

process refund.

CAN I CANCEL MY ORDER?

We are sorry, but once an order has been confirmed, it is processed automatically and cannot be canceled. The package can be returned as indicated in our Return Policy.

MORE THAN 24 HOURS HAVE PASSED AND I STILL HAVEN'T RECEIVED AN ORDER CONFIRMATION EMAIL. WHAT SHOULD I DO?

Check your spam folder and make sure that admin@valorelondon.com and shipping@valorelondon.com are in the safe senders list of your email account. This will prevent the anti-spam filter from blocking future communications.

If this doesn’t work please contact us as there may be errors with the email address you registered with.

CAN I CHOOSE A DELIVERY DATE/TIME?

Unfortunately, it is not possible to choose a specific date and time.
You can try to contact the courier directly referencing your tracking code to organize a possible delivery date.

I CANNOT LOG INTO MY ACCOUNT. WHAT SHOULD I DO?

When you register, Valore Online Boutique recognizes the country in which you are located and automatically associates it to your account, which will be active only for that country’s version of the site. If My Account does not recognize your email address or password, verify that you are navigating the version of the site on which you registered the account.

If you forgot your password, click the “Forgot your password?” link on the Login page and follow the procedure to change it.

For further assistance, contact us, we will be happy to assist you.

I DON'T RECEIVE YOUR NEWSLETTER.

Try adding the “newsletter@valorelondon.com” address to the safe senders list of your email account; this will prevent the anti-spam filter from blocking future newsletters. If this doesn’t work, contact us.

WHY HAVE ITEMS THAT I ADDED TO MY BAG DISAPPEARED?

Until an order is concluded, items added to your Bag remain available on the website and can therefore be purchased by other customers. If this should happen before you complete your order, you will receive a notification that the items are no longer available.

HOW CAN I DELETE MY ACCOUNT?

If you want to cancel your My Account, please contact us.

HOW DO PROMOTIONAL CODES WORK?

The Promotional Codes of Valore Online Boutique give you access to exclusive offers. To receive Promotional Codes, subscribe to our Newsletter.

To take advantage of a promotion, enter the code in the appropriate field at checkout and click “Apply”. Only one Promotional Code can be used for each order.

If the code doesn’t work please double check the dates of the promotion and which products and categories it can be applied to from the newsletter

WHAT IS A PRE-ORDER AND HOW DOES IT WORK?

A pre-order is the reservation of an item that is not yet available for sale, but will be soon. An estimated delivery date is indicated for each pre-order item within the product page.

MIXED ORDER CONSISTING OF CURRENTLY AVAILABLE AND PRE-ORDER ITEMS: THE PRODUCTS WILL BE DISPATCHED AT TWO DIFFERENT TIMES, BUT YOU WILL BE CHARGED ONLY ONCE FOR THE SHIPPING FEES ORDER CONSISTING OF PRE-ORDER ITEMS WITH DIFFERENT DELIVERY DATES: THE PRODUCTS WILL BE SHIPPED TOGETHER ON THE LATEST ESTIMATED DELIVERY DATE.

In any case, you will receive a confirmation email as soon as the package is shipped. The purchase of pre-order items can be made with Credit Card only. Once you complete your order, we will ask your bank to verify the supplied details; the validity of your credit card could be confirmed through a payment authorization of 1 USD. This authorization is not a charge: Valentino Online Boutique will charge your card only once the package is being shipped.

I LOST MY RETURN LABEL. HOW CAN I GET A NEW ONE?

If you have lost the pre-paid return label please contact us.

CAN I USE MY OWN RETURN SERVICE?

You can certainly use a different courier than the one that delivered the package. Please send the return to the following address:

46 Space Business Centre, Tewksbury Road, Cheltenham, GL519FL

Keep in mind that if you do not use our return label, Valore Online Boutique is not responsible for any theft or loss during transport; therefore, we suggest you choose a trackable shipping service. If you use your own return method, no return fee will be deducted from your refund.

CAN I COMBINE RETURNS FROM DIFFERENT ORDERS?

Sure, you can use the same box and pre-paid label. A return fee will only be deducted on the Return Label used for shipping. You can find more information about our return procedures on the Return Policy page.

WHAT SHOULD I DO IF MY ORDER HASN’T BEEN DELIVERED YET?

If your order has not been delivered within the estimated period, we suggest that you:

CHECK THE ORDER STATUS: IN THE MY ORDERS SECTION FOR REGISTERED USERS; OR BY ENTERING THE ORDER NUMBER FROM THE CONFIRMATION EMAIL IN THE TRACK YOUR ORDER PAGE CHECK THAT THE ADDRESS INDICATED FOR THE DELIVERY IS CORRECT IN THE CASE OF A MISSED DELIVERY PLEASE CONTACT THE COURIER SERVICE.

For further assistance, contact us, we will be happy to assist you.

HOW CAN I UNSUBSCRIBE FROM YOUR NEWSLETTER?

If you do not wish to receive our Newsletter anymore, you can unsubscribe at any moment by clicking on the Unsubscribe link at the bottom of every Newsletter. This will open a webpage where you can confirm that you want to unsubscribe.

We ask you to consider that you may still receive several more communications before your request is fulfilled; we apologize for the inconvenience.

CAN I RECEIVE MY REFUND ON A CREDIT CARD THAT IS DIFFERENT FROM THE ONE I USED FOR THE ORDER?

For security reasons, we cannot refund a credit card that is different from the one used for the purchase.

WHERE CAN I CHECK MY REFUND STATUS?

You can check the status on the Follow your Return page.

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