Terms of service
Welcome to House of Valerie
We’re delighted to have you here. These Terms and Conditions (“Terms”) explain how we operate our website, app, and services, and outline your rights and responsibilities when shopping with House of Valerie Ltd.
Our goal is to make your experience transparent, enjoyable, and secure, from browsing and purchasing to delivery and returns. Please take a moment to read these Terms carefully, as they form a legally binding agreement between you (“the customer”) and House of Valerie Ltd (“we”, “us”, or “our”).
By using our website or app, or by placing an order with us, you agree to these Terms in full. If you have any questions at all, our customer service team is always happy to help.
1. Use of Website & App
Our website and mobile app are provided for personal, non-commercial use only.
We strive to ensure all information is accurate and current, but we cannot guarantee the site or app will always be error-free, uninterrupted, or compatible with all devices.
By using our website or app, you agree not to:
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Engage in fraudulent, abusive, or unlawful activity.
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Attempt to copy, reverse-engineer, or interfere with the site or app’s functionality.
We reserve the right to update product information, pricing, and content at any time.
2. Mobile App Use
The House of Valerie App mirrors our website and offers the same shopping and account features.
By downloading or using the app, you agree that:
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Your app account is linked to your online account and shares the same data and preferences.
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Updates may automatically install to maintain performance and security.
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House of Valerie is not responsible for mobile data costs, app store fees, or compatibility issues with your device.
Use of the app is governed by these Terms, our Privacy & Cookie Policy, and the app store’s respective terms of service.
3. Prices, Currency & VAT
All prices displayed on our website are shown by default in pounds sterling (GBP) and include UK VAT at the current rate when applicable.
For convenience, our website may also display prices in other currencies based on your location or selected preference.
United Kingdom
Orders delivered to UK addresses include VAT at the current UK rate.
The total price shown at checkout reflects the full amount payable, including VAT and shipping (if applicable).
European Union
For orders delivered within the EU, local VAT rates are automatically applied at checkout based on the delivery destination.
All EU orders are shipped on a Delivered Duties Paid (DDP) basis, meaning:
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The price at checkout includes all local VAT, import duties, and taxes.
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There are no additional fees payable upon delivery.
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Duties and taxes are calculated transparently at checkout for full clarity.
Rest of World (Non-EU & Non-UK)
Orders delivered outside the UK and EU are shipped on a Delivered At Place (DAP) basis.
This means:
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Prices shown do not include UK VAT.
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Customers may be required to pay import duties, local taxes, or customs fees when the parcel arrives in their country.
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These charges are determined by local authorities and are the customer’s responsibility.
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House of Valerie is not liable for any additional import-related costs.
Where possible, estimated duties and taxes may be displayed at checkout for transparency, but these are for guidance only and may differ depending on local customs.
Currencies
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All orders are processed and charged in GBP (£) unless otherwise stated at checkout.
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Displayed prices in other currencies are approximate and based on current exchange rates.
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Your payment provider may apply its own exchange rate and/or international transaction fee.
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House of Valerie is not responsible for currency fluctuations or conversion costs.
4. Pre-Loved & Second-Hand Items
House of Valerie sells both new and pre-loved (second-hand) items.
All pre-loved items are carefully inspected and described as accurately as possible.
Please note:
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Minor signs of wear or age are normal and do not constitute a defect.
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Product images and descriptions aim to represent condition faithfully, but slight variations may occur due to lighting or screen differences.
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Pre-loved items follow the same return policy as new items unless otherwise stated.
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All pre-loved pieces are authentic, verified, and quality-checked before sale.
5. Placing an Order
When you place an order, you are making an offer to purchase items at the listed price, subject to these Terms.
You will receive an order acknowledgment email, which confirms receipt but does not constitute acceptance.
Your order is only accepted once:
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Items are confirmed in stock, and
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Payment authorisation is received.
House of Valerie reserves the right to decline or cancel any order due to:
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Stock unavailability,
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Payment failure or authorisation issues, or
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Pricing or product description errors.
6. Payment
We accept Visa, MasterCard, Debit Cards, and PayPal.
By placing an order, you confirm:
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You are the authorised cardholder.
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Payment details are valid and accurate.
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Full payment will be made upon order processing.
If payment is declined, House of Valerie is not responsible for delivery delays or cancellations.
We may cancel any order suspected of fraud or irregular activity.
7. Delivery
Delivery options, estimated times, and costs are listed on our Delivery Page.
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Delivery times are estimates and may vary by destination, courier, or customs processing.
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Risk transfers to you once goods are delivered to the address provided.
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We are not liable for delays caused by customs clearance or courier disruptions.
8. International Orders
House of Valerie ships worldwide.
International customers are responsible for ensuring compliance with local import laws.
For EU deliveries, duties and VAT are prepaid (see Section 3).
For all other destinations, shipments are DAP and may incur local import charges payable by the recipient.
We are not liable for customs-related delays or refusals.
9. Returns & Exchanges
Customer satisfaction is our priority.
If you’re not completely satisfied with your order, you may return it under the following conditions:
9.1 Return Period
Items must be returned within 14 days of receipt, including your original order number inside the parcel.
9.2 UK Returns
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UK customers may request a £4.99 pre-paid return label via their customer account.
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The £4.99 fee will be deducted from your refund when processed.
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Alternatively, you may arrange your own return at your own cost.
9.3 International Returns
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International customers must arrange their own returns.
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All parcels and customs declarations must be clearly marked as “Returned Goods” to avoid import duties.
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Failure to follow this may result in deductions for any import charges we incur.
9.4 Return Conditions
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Items must be unworn, unwashed, and in perfect condition, with all tags attached and in original packaging.
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Earrings, underwear, and swimwear are non-returnable unless faulty.
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Late returns may be accepted at our discretion for a credit note only.
9.5 Refunds
Refunds will be made to the original payment method, minus any shipping, return-label, duty, or tax costs.
Refunds are processed once items are received and inspected by our returns team.
Your statutory rights remain unaffected.
10. Rejected Parcels & Return Shipping Fees
If you refuse delivery for any reason, including unpaid customs or taxes, and the courier returns the parcel to us, return shipping fees charged by the courier will be deducted from your refund.
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The original outbound shipping fee is non-refundable.
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Return shipping fees are determined by the courier and are typically equal to the outbound cost, but may be up to 50% higher depending on route and handling complexity.
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House of Valerie cannot control or alter these fees.
If the issue arose due to our error (e.g. incorrect address or documentation), we will issue a full refund including shipping.
Please contact us before refusing delivery so we can assist with customs or courier issues.
11. Rewards Scheme
House of Valerie operates a customer rewards scheme for registered customers.
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Reward points have no cash value and cannot be exchanged for money.
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Points are non-transferable and redeemable only by the registered account holder.
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Points earned on refunded or cancelled orders will be deducted.
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House of Valerie reserves the right to modify, suspend, or cancel the programme or individual accounts without notice.
Full details can be found on our Rewards page.
12. Passing of Property & Risk
Ownership of goods remains with House of Valerie until full payment has been received.
Risk passes to you upon delivery.
If a refund is issued, ownership reverts immediately to House of Valerie.
13. Liability & Indemnity
To the maximum extent permitted by law, House of Valerie and its affiliates shall not be liable for any direct, indirect, or consequential losses arising from the use of our website, app, or goods purchased, except where required by law.
You agree to indemnify House of Valerie against claims or losses resulting from misuse of our website or breach of these Terms.
Nothing in these Terms excludes liability for death, personal injury, or fraud caused by our negligence.
14. Force Majeure
House of Valerie will not be liable for any delay or failure to perform our obligations due to causes beyond our reasonable control, including natural disasters, strikes, courier disruptions, war, pandemics, or government restrictions.
15. Data Protection & Privacy
We are committed to protecting your privacy.
For details on how we collect, store, and use your information, please refer to our [Privacy & Cookie Policy], which applies to both our website and mobile app.
We comply with all major data protection frameworks, including:
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GDPR (UK & EU)
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APPI (Japan)
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CCPA-CPRA (California, USA)
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PIPEDA (Canada)
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VCDPA (Virginia, USA)
16. Copyright & Intellectual Property
All content on our website and app — including images, text, designs, and logos — is the property of House of Valerie Ltd or its licensors.
You may not reproduce, distribute, or commercially exploit any content without written permission.
Brand names, trademarks, and third-party product references remain the property of their respective owners.
17. Jurisdiction
These Terms are governed by and construed in accordance with the laws of England and Wales.
Any disputes shall be subject to the exclusive jurisdiction of the English courts.
18. Amendments
House of Valerie may update or amend these Terms at any time.
Continued use of our website or app constitutes acceptance of the latest version.
If you do not agree, please discontinue use immediately.
19. About Us
House of Valerie Ltd
Registered Office: 7–9 Macon Court, Cheshire, England, CW1 6EA
Company No. 11177551 | VAT No. 290186984
📞 01270 747616 | ✉️ sales@houseofvalerie.com