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, including your statutory right of withdrawal, plus guidance on arranging your own return shipping.

• USA Returns, where you arrange your own courier with correct customs paperwork, unless the item is faulty or damaged. Please note that import duties paid at checkout are non-refundable.

• 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.

 

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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.

 

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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.

• Shipping charges are non-refundable unless your item was faulty or incorrect.

• US customers please note: import duties and tariffs collected at checkout are non-refundable by House of Valerie. See the USA Returns section below for full details.

 

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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)1270 747616.

 

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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, and track your parcel all the way back to us for peace of mind.

How to return (UK):

1. Log in to your customer account and request a return on your order, advising the reason from the drop-down options.

2. Once approved, you'll receive a link to the Royal Mail Tracked Returns portal.

3. Within the portal, select your preferred return method (collection, drop-off, label, or QR code).

4. Pack your items securely in their original packaging with all tags attached.

5. 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)1270 747616.

 

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EU Returns & Cancellation Rights (Right of Withdrawal)

Your Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase without giving any reason. This right applies under the EU Consumer Rights Directive.

Withdrawal period: You have 14 calendar days to cancel your order, starting from the day you (or someone you nominate) receive the last item in your order. This period includes weekends and public holidays.

Cancelling before your order is dispatched: You can cancel your order at any time before it is fulfilled. Simply log in to your customer account and use the cancellation option, or contact us immediately at sales@houseofvalerie.com or +44(0)1270 747616 with your order number and we will cancel it for you.

How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must notify us of your decision before the 14-day withdrawal period expires. You can do this in any of the following ways:

• Via your customer account, log in and use the cancellation/return option on your order.

• By email, contact sales@houseofvalerie.com with your name, order number, and a clear statement that you wish to withdraw from your purchase.

• By phone, call +44(0)1270 747616 during business hours.

Once you have notified us, please return the goods without undue delay and no later than 14 days after the day on which you informed us of your decision to withdraw.

Refunds Under the Right of Withdrawal

We will reimburse you for the price paid for the goods, including standard outbound delivery costs (if applicable), within 14 days of the day we receive the returned goods, or the day you provide evidence of having sent them back, whichever is earlier.

We may withhold the refund until we have received the goods or you have supplied evidence of return, whichever comes first.

We will issue the refund to your original payment method.

Please note: If you selected a premium or express delivery option, we will only reimburse the cost of the least expensive standard delivery we offer, not the full premium shipping cost.

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

• Personalised or custom-made items, goods made to your specification or clearly personalised.

• Sealed hygiene goods, items that are not suitable for return for health or hygiene reasons and were unsealed after delivery (e.g. underwear, swimwear, earrings, perfume).

• Digital content, once downloading or streaming has begun with your prior consent.

Arranging Your EU Return

If you are returning from the EU, you will need to arrange and pay for your own return shipping (unless the item is faulty or damaged, see below).

How to return (EU):

1. Notify us of your withdrawal using one of the methods above.

2. Email sales@houseofvalerie.com or call +44(0)1270 747616 with your order number, courier name, tracking number/airway bill (AWB), and a copy of your customs declaration marked: "Returned goods that originated from inside the UK."

3. Send your parcel back using a tracked courier service within 14 days of notifying us of your withdrawal.

Tip: Using the correct customs declaration helps avoid extra duties or delays.

Faulty or damaged items (EU): If your order arrives faulty or damaged, please contact us before returning. We may be able to provide a DHL return service at no cost to you.

 

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USA Returns

If you're returning from the United States, you will need to arrange and pay for your own return shipping.

How to return (USA):

1. Email sales@houseofvalerie.com or call +44(0)1270 747616 with your order number, courier name, and tracking number.

2. Ensure your parcel includes the correct customs declaration marked: "Returned goods that originated from inside the UK."

3. Ship the parcel using a tracked service and dispatch within 14 days of receiving your order.

Important: import duties. All US orders are shipped on a Delivered Duties Paid (DDP) basis, meaning import duties and tariffs are collected at checkout. These charges are non-refundable by House of Valerie in the event of a return. This is because Royal Mail, USPS, and US Customs & Border Protection do not currently provide a refund mechanism that we as the sending retailer can initiate.

If you believe you are entitled to a duty refund, you may be able to apply directly to US Customs & Border Protection. We are happy to provide all supporting documentation required. Please contact us at sales@houseofvalerie.com with your order number and we will assist you.

Faulty or damaged items (USA): If your order is faulty or damaged, please contact us before returning. We may be able to provide a return service at no cost to you.

 

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Rest of World Returns

If you're returning from outside the UK, EU, or USA, you will need to arrange and pay for your own return shipping.

How to return (Rest of World):

1. Ensure your parcel includes the correct customs declaration marked: "Returned goods that originated from inside the UK."

2. Ship the parcel using your preferred tracked courier.

3. Dispatch within 14 days of receiving your order.

Faulty or damaged items (Rest of World): 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)1270 747616.

 

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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.

• Import duties paid at checkout on US orders are non-refundable by House of Valerie. Customers wishing to reclaim duty paid may apply directly to US Customs & Border Protection. Contact us for supporting documentation.

• 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).

• EU customers: your statutory rights under the EU Consumer Rights Directive are not affected by this policy.

If you wish to read our full Terms and Conditions, please click here.

 

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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)1270 747616