Refund policy

  1. Return Policy:  You have the right to return or exchange your order within fourteen days from the day on which the goods were delivered to you.
    If you want to return an item, simply email us at valenta.viviane@gmail.com, and tell us your order number and the reason for your return. Our customer service will guide you through the quick process. 
    Make sure the items you want to return are unworn, unwashed, and neatly folded in the original packaging including all tags for a full refund. Feel free to reuse our packaging to ship your return package.
    Returns have to be paid by you, so choose to drop off your package at your preferred return location.
    Once we've received the returned items, we will examine them and start your refund process. If you followed the return instructions correctly, the product price and initial shipping costs will be refunded. 

    Standard Shipping: If you placed an order using "standard shipping" and you want to return it, you will be refunded the product price and initial shipping costs. However, the return shipping costs will be paid by you. Free Shipping: If you placed an order using "free shipping" and you want to return it, you will be refunded the product price, but since we paid for the initial shipping, you will pay for the return. You have to pay for return shipping if you want to exchange your product for another size or if the package is returned because it has not been picked up at the post office. 
  2. Refund Policy: You have the right to issue a refund for the following reasons:
    a) if the product wasn't sent yet or marked as complete, b) if the product was returned to us and examined (see Return Policy), and if the product is damaged. Please contact us valenta.viviane@gmail.com so we can inform you about the next steps. If the Items were shipped and marked as shipped, shipping cost will not be refunded.

  3. Damages and issues: Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Shipping & Processing
Estimated shipping times:
- Germany 3-7 workdays
- EU 1-4 weeks
- International: 2-12 weeks
- *shipping times are calculated with covid delays in mind and may arrive sooner or later than estimated*
- Processing times may take 3-5 business days during regular shop times, and 5-14 days during sales/ for made-to-order items/ orders with a packing video request.

 

Once your order is shipped it is beyond the realm of our control, and the responsibility of delivering your order safely is shifted to the mail courier. Items are packed as safely as possible before leaving the Store.
Buyers are responsible for any customs and import taxes that may apply. Viviane Valenta is not responsible for delays due to customs.

    Customer Service: For any questions or concerns, please valenta.viviane@gmail.com or via Instagram: vivianevalenta. Responses usually take 2-3 days however may take up to 7 days during hectic times such as sales or holidays.