Shipping Policy
We do everything we can to make the ordering and delivery process as smooth, transparent and efficient as possible for our customers. If you have any questions or experience any issues with your order, please do not hesitate to contact our customer service team. We are here to help.
SHIPPING COSTS
• Standard shipping: free for all orders shipped to Canada.
• Any additional shipping options, such as express delivery, will be clearly displayed during the checkout process before you finalise your order.
We ship orders to all addresses within Canada.
PROCESSING AND DELIVERY TIMES
• Processing time: 1–3 business days (Monday to Friday).
• Average delivery time: 4–12 business days (Monday to Friday) after dispatch.
• Total estimated delivery time: typically 5–15 business days.
• Order cut-off time for same-day processing: 22:00 (ET/Toronto)
If no specific delivery time has been agreed upon, your order will always be delivered within a maximum of 30 days of purchase, in accordance with applicable consumer protection legislation.
In the event of a delay, we will notify you as soon as possible. You will then have the right to wait for delivery, choose an alternative solution, or cancel your purchase in accordance with our Terms and Conditions.
ORDER TRACKING
Once your order has been dispatched, you will always receive a Track & Trace code by email, so you can follow your shipment at any time.
Tracking information is also available on the Track Your Order page on our website, where available.
DELIVERY
Your order will be delivered to the address you provided at checkout, or to the nearest collection point, depending on the carrier's procedure.
In the event of a delivery problem, such as an incomplete address or a failed delivery attempt, the carrier will contact you directly. Please ensure your contact details are accurate when placing your order.
DAMAGED OR INCORRECT DELIVERY
Have you noticed shipping damage or received an incorrect product? Please report this within 14 days of receipt by contacting us at info@valonza.com, including your order number and photos of the item(s) received.
We will arrange an appropriate solution, such as a replacement or a refund, in accordance with our Return & Refund Policy.
MISSING PACKAGES
If a package appears to be delayed or has not been delivered, please contact us and we will get in touch with the carrier to open an investigation.
In the event of confirmed loss:
• We will typically send a replacement product free of charge, or
• We will process a full refund if you prefer, in accordance with our Terms and Conditions.
UNCOLLECTED PACKAGES
If a package is not collected from a collection point or is refused upon delivery, it will automatically be returned to us.
• On the first occasion, we will resend the package to you free of charge.
• If the package is not collected a second time, we reserve the right to charge an administration and return fee of CAD 22. This amount will be deducted from any applicable refund and does not affect your statutory right of withdrawal.
CONTACT INFORMATION
Do you have questions about your order or delivery? Please contact us. We typically respond within 24 hours.
Email: info@valonza.com
Frequently asked questions (FAQ): available on our website
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