Returns Policy
At House of Valerie, we want you to be completely satisfied with your purchase. If for any reason your order isn’t quite right, our returns process is designed to be clear and straightforward.
This policy covers:
-
UK Returns – using our Royal Mail Tracked Returns portal, with multiple return options.
-
EU Returns – where you arrange your own courier and provide customs documentation, unless the item is faulty or damaged.
-
International/Rest of World Returns – where you arrange your own courier with correct customs paperwork, unless the item is faulty or damaged.
- Terms & Conditions - all you need to know regarding returns & refunds!
Please read the section that applies to you depending on where your order was delivered.
General Return Conditions
-
Items must be returned in their original, unused condition with all tags and in the original packaging.
-
UK returns must be made 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.
Refunds
-
Once your return is received and checked, we’ll process your refund back to your 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 bank or payment provider). During peak times, processing may take a little longer.
-
Refunds are issued to the original payment method only.
-
Please note: shipping charges are non-refundable unless your item was faulty or incorrect.
Exchanges
- If you’d like to exchange an item, we recommend placing a new order for the replacement straight away, as stock can sell out quickly. You can then return your original item as normal.
- If you’d prefer help with an exchange, please contact us at sales@houseofvalerie.com or call +44(0)1270747616.
UK Returns
We’ve made returns simple for our UK customers. You can now request a Royal Mail Tracked Returns link directly through your customer account for £4.99.
With this link you can:
-
Organise a home collection or drop your parcel at your local Post Office or Parcel Box.
-
Choose to print a label at home, or use a QR code if you don’t have a printer.
-
Track your parcel all the way back to us for peace of mind.
How to return (UK):
-
Log in to your customer account and request a return on your order, advise the reason from the drop down options(additionally leave a note).
-
Once approved, you’ll receive a link to the Royal Mail Tracked Returns portal.
-
Within the portal, select your preferred return method (collection, drop-off, label, or QR code).
-
Pack your items securely in their original packaging with all tags attached.
-
Complete your return via your chosen Royal Mail method.
If your item is faulty or incorrect, we’ll provide your Royal Mail return free of charge.
For questions, contact us at sales@houseofvalerie.com or call +44(0)1270747616.
EU Returns
If you’re returning from the EU, you will need to arrange and pay for your own return shipping.
How to return (EU):
-
Email sales@houseofvalerie.com or call +44(0)1270747616 with:
-
Your order number
-
Courier name
-
Tracking number / airway bill (AWB)
-
A copy of your customs declaration marked: “Returned goods that originated from inside the UK”
-
-
Send your parcel back using a tracked courier service within 14 days of receiving your order.
Tip: Using the correct customs declaration helps avoid extra duties or delays.
Faulty or damaged items (EU):
If your order is faulty or damaged, please contact us before returning. We may be able to provide a DHL return service at no cost to you.
Rest of World Returns
If you’re returning from outside the UK or EU, you will also need to arrange and pay for your own return shipping.
How to return (ROW):
-
Ensure your parcel includes the correct customs declaration marked: “Returned goods that originated from inside the UK”.
-
Ship the parcel using your preferred tracked courier.
-
Dispatch within 14 days of receiving your order.
Faulty or damaged items (ROW):
If your order is faulty or damaged, please contact us before returning. We may be able to provide a DHL return service at no cost to you, where possible.
For support, contact sales@houseofvalerie.com or call +44(0)1270747616.
Terms & Conditions
To keep our returns process fair for all customers:
-
Where House of Valerie is charged for a return (e.g. underpaid postage or a rejected delivery), we may deduct this cost from your refund.
-
If international duties or taxes are charged to us during your return, these will also be deducted from your refund.
-
Non-returnable items (such as underwear, swimwear, earrings, or perfume) cannot be refunded. If returned, you will be responsible for the cost of shipping them back to you.
-
Refunds are only made to the original payment method.
-
We reserve the right to decline a refund if returns do not comply with this policy (e.g. items returned late, worn, damaged, or without tags).
If you wish to read our full Terms and Conditions, please click here.
Need help?
If you have any questions about making a return, our customer care team is here to help.
📧 Email: sales@houseofvalerie.com
📞 Phone: +44(0)1270747616