Refund policy
Vally & Rose Return Policy
PLEASE NOTE THAT WE DO NOT OFFER FREE RETURNS. RETURN SHIPPING COSTS ARE THE RESPONSIBILITY OF THE CUSTOMER.
Returns
Can I return my order?
Yes, you can.
If you are not satisfied with the items you have ordered, you may return them within 30 days of receiving your order.
To be eligible for a return, the following conditions must be met:
- The product must include all original parts, accessories, and packaging in the same condition as received.
- The product must show only normal handling. Damage caused by improper or careless use is not eligible for return.
- Products for which hygiene is important must be thoroughly cleaned before being returned.
- Any manufacturing defects must be reported immediately after receiving the product.
- Return shipping costs are the responsibility of the customer.
- Returns are processed within 7 business days after receipt. If the return meets all conditions, it will be officially approved within this period.
We reserve the right to refuse returned items if we believe they have been used or damaged through no fault of our own.
How do I return my order?
If your order meets the conditions above, please follow these steps:
Send an email to:
Please include the following information:
- Order number
- Reason for the return request
- Photo of the product (if damaged or defective)
- Customer's first and last name
- Customer's address
Once we receive your request, we will provide you with the correct return address.
Please do not send your return to the sender's address. We will provide the correct return address after your request has been reviewed.
The customer is responsible for all return shipping costs.
Cancellation Policy
Consumers have the right to withdraw from this contract in accordance with the following conditions, provided they are acting as a natural person for purposes outside their trade, business, or profession.
Right of Withdrawal
You have the right to cancel your order within 14 days from the day on which you, or a third party designated by you (other than the carrier), receives the final item of your order.
As we operate using a fully automated order processing system, orders are processed immediately after they are placed.
For this reason, we cannot stop or modify an order once it has entered the shipping process.
If your order has already been shipped, cancellation is no longer possible. You may return the order after delivery in accordance with our Return Policy.
To exercise your right of withdrawal, please send a clear statement by email to:
stating that you wish to cancel your purchase.
The withdrawal becomes effective once we have received the returned goods.
The customer is responsible for the return shipping costs.
Orders Already in Transit
Our products are shipped directly from our international warehouse in Asia.
As international shipping times may vary and are beyond our control, orders that are already in transit cannot be cancelled.
Please wait until you receive your order and then return it according to our Return Policy.
To speed up the refund process, we kindly ask that you send us the shipping confirmation once your return has been dispatched.
Effects of Withdrawal
If you withdraw from this contract, we will refund all payments received from you, excluding any delivery charges and any additional costs resulting from choosing a shipping method other than our standard delivery option.
Refunds will be processed without undue delay and no later than 14 days after we have received both:
- your returned goods; and
- your notice of withdrawal.
Refunds will be made using the same payment method used for the original purchase unless otherwise agreed.
No additional fees will be charged for the refund.
Return Address
All returns must be sent to our central warehouse in Asia.
Return shipping costs are always the responsibility of the customer.
For return instructions, please contact:
RETURN & REFUND POLICY
At Vally & Rose, we want you to love what you order. If something isn't right, we're happy to help.
Returns
You can return your item(s) within 30 days of delivery. Items must be unworn, unwashed, and in their original condition with tags still attached.
To start a return, simply contact us at info@vallyandrose.com with your order number.
Refunds
Once we receive your return, we'll inspect it and process your refund within 5–10 business days to your original payment method. Shipping costs are non-refundable.
Exchanges
Need a different size? Contact us and we'll happily help you exchange your item, subject to availability.
Sale Items
Items purchased during a sale are final sale and cannot be returned or exchanged.
Questions?
Feel free to reach out to us at info@vallyandrose.com — we're always happy to help.
With love,
Vally & Rose 🤍