Return & Refund Policy
Return Authorization
All returns for refunds or exchanges must be approved in advance by our support team: support@vonvalenc.com
Standard Return Conditions
(applies regardless of holiday policies)
- Return period: 30 days from the date of delivery
- Condition: Items must be unworn, unwashed, in original condition, with original packaging and tags attached
- Required documents: Include your full name, address, order number, and proof of purchase/order confirmation inside the package
- Return shipping costs: Paid by the customer. Standard return methods and any applicable fees still apply
Please do not send items directly to the manufacturer.
How to Start a Return
- Contact support@vonvalenc.com to request approval and return instructions
- Pack the item securely in its original packaging
- Use a tracked shipping method (strongly recommended, especially for items worth over €75)
- Keep your shipping receipt and tracking number
Refunds
Once your return has been received and inspected, we will notify you whether your refund has been approved or rejected.
If approved, the refund will be issued to your original payment method.
Bank and card processing times may vary, but refunds are typically completed within 3–5 business days after processing begins.
Delayed or Missing Refunds
If you have not yet received your refund:
- Check your bank account statement
- Contact your credit card provider
- Contact your bank, as processing times may vary
For additional assistance, contact: support@vonvalenc.com
Exchanges
We replace items that are defective or damaged.
For size or color exchanges, please email support@vonvalenc.com with the subject line “EXCHANGE”. We will confirm availability and provide the next steps.
Cancellations
Cancellation requests may be submitted within 6 hours of placing the order and before shipment by emailing support@vonvalenc.com.
Once an order has been shipped, cancellations are no longer possible. Please wait for delivery and then return the item through the standard return process.
If delivery is refused, the package may be destroyed by the shipping carrier, and a refund is not guaranteed. Please contact support to discuss available options.
“Return to Sender” / Unclaimed Packages
If a package is marked as “return to sender” due to an incorrect address or failure to collect the shipment on time, the package may ultimately be destroyed.
Orders involving unclaimed packages are generally eligible only for a partial refund, and return handling or processing fees may be deducted. Please contact support for assistance.
Pickup Locations Reminder
If you are notified that your package is available at a pickup location because delivery could not be completed, please collect it within 7 days of our notification to avoid return or disposal.
Contact
This policy supplements your statutory consumer rights under German and EU law.
