Returns & Refunds Policy
Returns & Exchanges
We strive to deliver you the best in quality and value, if for any reason you are not satisfied with your order we are happy to take back the product and issue you a full refund (excluding shipping costs, and duties and taxes when returned outside from EU) of your purchase.
1. Products can only be returned and exchanged to other products if they are still in their original condition and packaging. If the fit or product itself does not meet your expectation please contact us within 3 days after you have received the parcel for further return information and ship it back to us within 14 days of receiving the product. Used products, or products damaged by the customer will not be eligible for refund.
2. Request the return / exchange details through your customer account with detailed reason for return. Upon approval we will send you the return details.
3. Upon the receipt of your package, your products will be examined and we will send you a replacement / exchange product or full refund will be issued to your original method of payment. A refund receipt will be emailed to the email address you used when making your original purchase.
4. Return labels for UPS are organized for you by us with all customer returns. We will send you labels per email upon request and a valid reason for the request to return.
If your order included free shipping and you want to return your order in full or partially there will be UPS return shipping fee that applies which will be deducted from your reimbursement amount based on where you are shipping from. The shipping fees are following:
EU: 15€
Rest of Europe: 25€
USA & rest of the world : 35€
If your order didn’t include free shipping and you’re returning your order in full or partially, following return shipping fees will apply:
EU: 10€
Rest of Europe: 15€
USA & rest of the world: 25€
Unclaimed Orders
For unclaimed orders which are returned to us, we charge 50€ re-stocking and handling fee on top of the shipping and customs costs.
Alternatively customers can choose to have the order re-shipped at their expense, in which case there will be NO re-stocking/customs/handling fee.
Late or Missing Refunds
Please understand that we issue refunds as soon as your refund request is approved - that means that the money leaves our account immediately. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. We have seen some credit card companies take up to 30 days to show that the refund has been put back on the card. If you’ve done all of this and you still have not received your refund yet, please contact us.
EU Right of Withdrawal
If you are located in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason.
The withdrawal period expires 14 days from the day on which you, or a third party designated by you, receives the last item of your order. If your order is delivered in multiple shipments, the period starts from the delivery of the last shipment.
The withdrawal period is extended over weekends and public holidays.
How to exercise your right of withdrawal
You can submit a return or cancellation request directly through your order confirmation or account page. To start a return or cancellation, log into your account and visit your orders
Alternatively, contact us at care@valoclothing.com.
For unfulfilled orders, you may cancel before the order is fulfilled. For fulfilled orders, you may return items within the withdrawal period.
Return shipping
See pricing above.
Refunds
We will reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days after we receive your returned goods (or proof of return). We will use the same payment method you used for the original transaction.
Exceptions
The right of withdrawal does not apply to:
- Goods made to your specifications or clearly personalised
- Sealed goods which are not suitable for return due to health protection or hygiene reasons, once unsealed