How do I return an item?
In order to return an item, it is necessary to make a request.
1. If you have created an account ( link to Valore account login)
Log in to your account, access the order you wish to return and let us guide you:
- Make a return request by choosing the item(s) to be returned and the reason for the return.
- Prepare the items to be returned in their original packaging, wrapping and condition.
2. If you have not created an account ( link to create an account )
Please contact our Customer Service Department at the following address: customercare@valorelondon.com.
In these two cases, a first email confirming that your request has been placed will be sent to you.
If your return request is made within 14 days after the date of delivery, you will receive a second email notification of acceptance.
Once the return request has been accepted by our Customer Service department, a prepaid return slip will be sent to you by email. We invite you to print it and stick it on the package to be returned.
We will not accept any return request made after the deadline, i.e. after 14 working days.
We process and control returns within 3 to 7 working days from the date of receipt in our warehouse. This timeframe may vary depending on peak periods. Once your return has been validated by our quality department, we will proceed with the refund of the conforming items and you will receive a confirmation email. In case of anomaly, the non-compliant items will be returned to you.
For more information on the conditions for exercising the right of withdrawal, please consult the legal notice.
Returns on personalised or customised orders are not accepted.
Can I exchange an item?
We do not accept exchanges. If you wish to exchange an item for another size, we invite you to make a return request and place a new order for the desired item.
Under what conditions can I return an item?
Products must be returned in their original condition and packaging, with the labels still attached to the product. Incomplete, worn, damaged or soiled products cannot be returned.
How long does it take to return items?
You have 14 days starting from the receipt of your order to make a return request by logging into your account or by contacting Customer Service at the following address: customercare@valorelondon.com.
Once the request has been accepted and the return slip received, you have 14 days to return the package to our carrier.
Which carrier should I use to make a return?
Once the return request has been accepted by our Customer Service department, you will receive a prepaid return slip. If you choose another carrier, you will be responsible for the costs.
How do I schedule my return?
You can schedule a pickup through the couriers website via the link provided or pickup link or by contacting them directly by phone. You can also drop off your return at a drop-off location.
Do I have to pay for the return shipping costs?
Valore will pay for the return shipping costs if the request is made within 14 days of receipt of the package and if you use the prepaid packing slip that we will send you.
When will my order be refunded?
If the conditions for returning the product are met, we will refund the amount of the initial order (excluding shipping costs). Once the return has been accepted by our Quality Department, a period of 3 to 7 days is to be expected for the refund of the returned products. You will be refunded via the same payment method used for the initial transaction.
How do I know if the package has been received?
In order to find out the status of your return, we invite you to contact Lanvin Customer Service at the following address: cutomercare@valorelondon.com
Why was my return refused?
Your return may have been refused for the following reasons:
- It was returned outside of the time limit (after 14 business days).
- The products were not returned in their original condition and packaging.
- Some of the returned products were missing.
We remind you that damaged, deteriorated or incomplete products will not be accepted.
Is it possible to return an item purchased online in the store, or the other way around?
The website and the stores work differently. Therefore, you can only return store-bought items in store, and online-bought items via our online Returns procedure.
I am returning a gift. Who will be refunded?
If the order was paid by PayPal or credit card, the refund will be paid to the account or credit card used. For security reasons, we are not allowed to make the refund to a different account or credit card.
