FAQ

Questions

The things women ask me most

If you are wondering something, chances are another woman here wondered it first. These are the questions I get most, answered plainly. If yours is not here, write to me at support@valenira.com — I read every email myself.

Which size should I take?
Our pieces are cut close to the body and they come up a touch small, so take one size up from what you normally wear, and half a size to a full size up in shoes. Every product page has a size chart with the exact measurements. Torn between two? Tell me the size you usually wear and I will tell you which one to take.
How long will my order take?
I know the waiting is the hard part, so here is the honest timeline. We pack and check every order by hand, which takes 1 to 3 business days, and delivery adds another 6 to 10. That is roughly 7 to 13 business days in total. The moment it leaves us you get a tracking link, so you are never left guessing.
Do I pay for shipping?
No. Shipping is free on every order, with track and trace all the way to your door. What you see at checkout is exactly what you pay.
Where do you deliver?
All 50 US states and mainland United Kingdom. We cannot reach anywhere else just yet, though the list keeps growing.
Where does my order ship from?
We work with a network of fulfillment partners around the world, so your parcel may travel from outside your country to reach you. For the last stretch it is handed to a carrier you will recognise: USPS in the US, Royal Mail or Evri in the UK.
Will I be charged customs or import fees?
What you pay at checkout covers your order in full and we add nothing on top. Depending on your local import rules, some orders may have duties or taxes applied on arrival. Those are set by your own country and are the responsibility of the recipient. If anything like that lands on your doormat, email me at support@valenira.com and I will help you sort it.
How do I follow my parcel?
As soon as your order ships you get a confirmation email with your tracking number, and you can follow it on our own tracking page or with the carrier. Give it 24 to 48 hours to start moving after you receive it — that quiet spell at the start is completely normal.
What if it is not right?
You have a full 30 days from delivery to send it back. All I ask is that it comes back unworn, unwashed, and with its tags and original packaging. No restocking fees, ever. If you are in the UK you also have extra statutory rights, including a 14-day right to change your mind, set out in our Return & Refund Policy.
How do I start a return?
Email me at support@valenira.com with your order number and what went wrong, and I will send you a return authorisation (RMA) number and the address to send it to. One small favour: please wait for that go-ahead before posting anything back, so nothing goes astray.
Who pays the return postage?
If it simply did not work out — the wrong size, or a change of heart — the return postage is yours. If it arrived damaged or faulty, or we sent the wrong thing, it is on us and we cover the cost.
Can I exchange something?
Of course. Swap for a different size, color or piece within 30 days of delivery. Once your original reaches us and we have checked it over, the replacement goes out free of charge. Email support@valenira.com and I will set it up.
What if my order arrives damaged or incorrect?
I am genuinely sorry when that happens, and we put it right at no cost to you. Send your order number and a couple of clear photos and you get a replacement or a full refund, whichever you prefer. In the US, let us know within 48 hours of delivery. In the UK you have 30 days, and you are fully covered if something is faulty. Write to support@valenira.com.
Can I cancel my order?
In the US you can cancel within 24 hours of ordering for a full refund. After that it may already be moving through processing, so you would follow the usual return steps once it arrives. In the UK you can cancel any time before it ships, and even afterwards you have a 14-day cooling-off period to change your mind. Either way, just drop me a line at support@valenira.com.
How can I pay, and is it safe?
Whatever is easiest for you: all the major cards (Visa, Mastercard, Discover and Diners Club), plus PayPal, Shop Pay, Apple Pay and Google Pay. Everything runs through an encrypted checkout, processed in USD for the US and GBP for the UK. Your card details never reach us.
How long does a refund take?
Once your return reaches us and gets the all-clear, your refund is processed within 7 business days, straight back to the card or method you paid with. From there it is down to your bank, which can take a few extra days to show up on your statement.
It says delivered, but there is nothing here.
Try not to worry, this one usually resolves quickly. Have a look with neighbours, with anyone else at home, and in the safe spots near your door. If it is still nowhere, speak to the carrier. And if they confirm it is lost, come straight to me and I will make it right.

Still stuck? Write to me at support@valenira.com. I answer myself, usually the same day and always within 24 hours, Monday to Saturday, 9am to 6pm EST. — Tammy