Return & Refund Policy
We operate a return window of 30 days. This means you can submit a return request up to 30 days after receiving your order.
RIGHT OF WITHDRAWAL
As a customer of Valonza, you have the right to cancel or return your order within 14 days of receipt, without giving any reason.
In all cases, the item must:
• Be unused and undamaged, and
• Be in its original condition and packaging.
CONDITIONS FOR RETURNS
To be eligible for a return, the item must meet all of the following conditions:
• The product is unworn and unused.
• The item is in the same condition as when it was received.
• All labels and hang tags are intact and attached.
• The product is in its original packaging.
• A proof of purchase or order confirmation can be provided.
HOW TO RETURN — STEP BY STEP
To return an item, please follow the steps below:
1. Contact us within 14 days of receipt at info@valonza.com.
2. Include in your email: your order number, the product you wish to return, and, if you wish, the reason for the return.
3. Wait for approval and further return instructions from our customer service team.
4. Pack the item carefully, preferably in its original packaging including any accessories.
5. Send the package using a trackable shipping method and email us the Track & Trace details.
6. Once we have received and inspected the item, we will process your refund in accordance with this policy.
Please note: return shipments may not be sent to office or visiting addresses. Always wait for the confirmed return address from our customer service team before dispatching your return.
RETURN COSTS
The cost of returning an item is, in principle, at the customer's expense, provided we have correctly informed you of this in advance.
We strongly recommend sending all return shipments using a trackable shipping method. Return shipments sent without a Track & Trace code are entirely at your own risk. Lost returns will not be refunded if no proof of shipment with a tracking code is provided.
REFUNDS
Once we have received your return notification and either received the returned item or been provided with valid proof of shipment (Track & Trace), we will refund the purchase amount within 14 days using the same payment method as the original transaction.
The refund will include:
• The purchase price of the item.
• The standard shipping costs paid at the time of purchase, if applicable.
Please note: any additional costs, such as express or expedited shipping fees, will not be refunded.
EXCHANGES
Would you like to exchange an item? The quickest way is to return the item you received and, once the return has been approved, place a new order for the item you want.
If you have received the wrong item or the wrong size, we will send you the correct item free of charge. Please contact us at info@valonza.com within 14 days of receipt and we will arrange this for you immediately.
DAMAGED OR INCORRECTLY DELIVERED PRODUCTS
If you have received a damaged or incorrect item, please contact us within 14 days of receipt at info@valonza.com.
Please include clear photos of:
• The damage or defect.
• The shipping label (clearly visible and on a flat surface).
In the event of shipping damage or an incorrectly delivered item, we will provide a free replacement or issue a full refund, including standard shipping costs. In these cases, we will also cover the return shipping costs.
EXCEPTIONS AND NON-RETURNABLE ITEMS
For hygiene, safety and value-preservation reasons, certain items cannot be returned. These include:
• Underwear, lingerie, swimwear and socks where the hygiene strip, seal or original packaging has been opened or removed.
• Jewellery, accessories and fashion items that cannot be resold for hygiene or safety reasons.
• Personalised or custom-made garments, including made-to-measure items, altered items or products with a specific customer modification.
• Items that have clearly been worn, washed, damaged or contaminated (e.g. traces of make-up, perfume or cigarette smoke).
• Items returned without original labels, hang tags or packaging.
We reserve the right to refuse returns if the product does not meet the above conditions. If you are unsure whether a specific item can be returned, please contact our customer service team before sending it back.
CANCELLATION BEFORE DISPATCH
Orders are processed as quickly as possible. If you wish to cancel your order, please contact us immediately at info@valonza.com.
If the order has not yet been processed or dispatched, we will do our best to cancel it. If this is no longer possible, the right of withdrawal as described above will apply.
RETURN ADDRESS
All returns must be registered with our customer service team in advance. Do not send returns to any address without prior approval.
After approval of your return request, you will always receive the final return instructions from our customer service team. This policy does not affect your statutory rights under applicable consumer protection legislation.
Contact information:
Email: info@valonza.com
Telephone: +31 6 49114868
Customer service hours:
• Monday to Friday: 08:00 – 18:00
• Saturday and Sunday: 10:00 – 16:00
Valonza
Address: Engelandlaan 470, 2711 EB Zoetermeer, The Netherlands
Note: This is not a visiting address.
Email: info@valonza.com
Chamber of Commerce (KvK): 84558024
VAT number: NL003979917B10