Returns Policy
We want you to be fully satisfied with your purchase. If for any reason you wish to return an item, please follow the instructions below to ensure a smooth and efficient return process.
General Return Conditions
- Items must be returned in their original, unused condition with tags and in the original packaging.
- UK returns: Must be returned within 14 days of receiving your order.
- International returns: Must be dispatched within 14 days of receiving your order.
- For hygiene reasons, some items (e.g., underwear, swimwear, earrings, perfume) may not be eligible for return unless faulty.
Refund Process
- Once your returned item is received and inspected, we will process your refund to the original payment method.
- Please allow 1-2 business days for us to process the return, and up to 5 business days for the refund to appear in your account, depending on your payment provider. During peak times, please allow for extended processing times.
Exchanges
- If you'd like to exchange an item, we recommend purchasing the replacement immediately, as there is a chance it may sell out before we process your exchange request.
- Alternatively, please indicate your exchange preference on the returns form included in your parcel or contact us at sales@houseofvalerie.com and we'll be happy to assist.
UK RETURNS POLICY
Return Shipping:
- You are responsible for the cost of return shipping, unless the item is faulty or incorrect. In this case, please contact us at post@houseofvalerie.com.
- Please use a trackable courier service for your return, as we cannot be held responsible for items lost in transit.
How to Return an Item:
- Complete your returns form.
- Repackage your item.
- Choose your preferred courier and ensure the parcel is tracked.
- Ship the parcel and wait for confirmation of delivery. We will process your return and refund as outlined above.
Important Notes:
- Return Shipping Responsibility: We strongly advise using a reliable, trackable courier for returns. We cannot be responsible for any lost returns.
- Items must be returned in their original condition, unused, with tags, and in the original packaging.
EU RETURNS POLICY
To ensure your return is processed efficiently and that you do not incur additional charges, please follow the steps below:
Return Shipping:
- You are responsible for return shipping costs, unless the item is faulty or incorrect. Please contact us at post@houseofvalerie.com in this case.
How to Return an Item:
-
Submit Return Details: Email post@houseofvalerie.com with the following information:
- Order number
- Courier name
- Tracking number and airway bill number (AWB)
- A copy of the customs declaration stating: “Returned goods that originated from inside the UK”
-
Customs Documentation: Please ensure that your parcel is accompanied by the correct customs documents. This is essential to avoid any duties or taxes on the return shipment.
-
Shipping Your Return: Return the item using your chosen courier and ensure the parcel is dispatched within 14 days of receiving your order.
Important Notes:
- Failure to Provide Return Details: If the required information or customs documentation is not provided, we reserve the right to deduct both original and return duties and taxes from your refund.
- Return Shipping Responsibility: We strongly recommend using a reliable, trackable service for returns. We cannot be responsible for lost returns.
REST OF WORLD RETURNS POLICY
Return Shipping:
- You are responsible for return shipping costs, unless the item is faulty or incorrect. Please contact us at post@houseofvalerie.com if this is the case.
How to Return an Item:
- Ensure your parcel includes the correct customs documentation stating: “Returned goods that originated from inside the UK.” This is crucial to prevent any additional duties or taxes.
- Ship the item using your preferred courier, ensuring that the parcel is dispatched within 14 days of receiving your order.
Important Notes:
- Return Shipping Responsibility: We strongly advise using a reliable, trackable courier for returns. We cannot be responsible for any lost returns.
- Items must be returned in their original condition, unused, with tags, and in the original packaging.
If you have any questions or need assistance, please don’t hesitate to reach out to our customer service team at post@houseofvalerie.com. We're here to help!