Frequently Asked Questions

Frequently Asked Questions

We have compiled answers to the questions our customers ask most often. If you do not find what you are looking for here, please do not hesitate to contact our Customer Care team at support@valenne.com.

Orders & Payment

What payment methods do you accept?

We accept all major credit and debit cards, including Visa, Mastercard, and American Express, as well as other payment methods displayed at checkout. All transactions are processed through secure, PCI-DSS compliant payment gateways. Your payment information is never stored on our servers.

Is it safe to purchase from Valenne.com?

Absolutely. Our website uses SSL encryption to protect all information transmitted during your shopping session. Payments are processed by trusted, industry-leading providers, and we never store sensitive financial information. Customers across Europe and North America shop with confidence at Valenne.

Can I modify or cancel my order after placing it?

We begin processing orders shortly after they are confirmed. If you need to modify or cancel your order, please contact us at support@valenne.com as soon as possible. We will do our best to accommodate your request, although we cannot guarantee changes once an order has entered the fulfillment process.

Will I receive an order confirmation?

Yes. Once your purchase is completed, you will receive an order confirmation email at the address provided during checkout. If you do not receive it within a few minutes, please check your spam or junk folder. This email serves as your proof of purchase.

Shipping & Delivery

Which countries do you ship to?

We currently ship to the United States, Canada, the United Kingdom, and all European Union member states. If your country is unavailable at checkout, please contact our Customer Care team for assistance.

How long does delivery take?

Estimated delivery times from the date of dispatch are:

  • United States: 7–15 business days

  • Canada: 10–18 business days

  • United Kingdom: 7–14 business days

  • Western Europe: 7–14 business days

  • Eastern Europe: 10–20 business days

Please note that these are estimated delivery times and may vary due to customs clearance or carrier delays.

My tracking number is not showing updates. Is this normal?

Yes. After your order has been dispatched, tracking information may take between 2 and 5 business days to appear in the carrier's system. International shipments often pass through multiple logistics hubs before updates become visible. If your tracking has not updated after 7 business days, please contact us and we will gladly investigate your shipment.

Who is responsible for customs duties and import taxes?

Import duties, customs fees, and taxes are determined by your country's customs authorities and are the responsibility of the customer. These charges are not included in your purchase price and cannot be predicted or covered by Valenne. If you have any concerns, we recommend contacting your local customs office before placing an order.

Returns & Refunds

What is your return policy?

We offer a 30-day return window from the date your order is delivered. Returned items must be unworn, unwashed, in their original condition, and include all original tags and packaging. Return shipping costs are the responsibility of the customer unless otherwise required by law.

How do I initiate a return?

Simply email support@valenne.com with your order number and the reason for your return. Our Customer Care team will review your request within 2–3 business days and, if approved, will provide detailed return instructions.

When will I receive my refund?

Once your returned item has been received and inspected, refunds are processed within 7–10 business days. Refunds are issued to your original payment method. Depending on your financial institution, it may take an additional 5–10 business days for the funds to appear in your account.

Products & Sizing

How do I choose the right size?

Each product page includes a detailed size guide to help you find your ideal fit. We recommend comparing your measurements with our sizing chart before placing your order. If you need additional assistance, our Customer Care team is happy to help.

Are the product photos accurate?

Yes. We strive to present every dress as accurately as possible using high-quality photography and detailed product descriptions. Please note that slight variations in color may occur due to differences in monitor or mobile device settings.

What materials are your dresses made from?

Our collection features carefully selected fabrics chosen for their comfort, durability, and elegant appearance. Material composition is listed on every product page so you know exactly what you are purchasing.

How should I care for my dress?

Care instructions are provided on each product page and on the garment's care label. To preserve the quality, color, and fit of your dress, we recommend following the washing and care instructions carefully.

Customer Support

How do I contact customer support?

Our Customer Care team is available by email at support@valenne.com. We typically respond within 2–3 business days. For urgent inquiries, please mention the urgency in the subject line so we can prioritize your request.