Returns & Refund Policy | Valensia Seven
RETURN & REFUND POLICY
At Valensia Seven, we want you to feel confident when placing your order. We understand that occasionally an item may not be the right fit, and we aim to make our return process clear and straightforward.
14-Day Returns
Eligible items may be returned within 14 days from the date of delivery, subject to the conditions below.
To request a return, please contact our Customer Care team within the applicable return period. We will provide you with the correct return address and return instructions.
Please do not send your item back without contacting us first. Returns sent to an incorrect address or without following the provided return instructions may experience delays or may not be received.
Where applicable consumer law provides additional or different rights, those statutory rights will apply.
Return Shipping Costs
Return shipping costs are the responsibility of the customer, except where otherwise required by applicable consumer law.
Valensia Seven does not currently provide prepaid return labels.
We recommend using a tracked standard postal service and keeping your shipping receipt and tracking information until your return has been fully processed.
Please do not use DHL or another express courier unless specifically authorised by our Customer Care team, as some of our designated return locations may not be able to accept express courier deliveries.
Valensia Seven cannot be responsible for return parcels that do not reach the designated return address.
Condition of Returned Items
We understand that you may need to try on your dress to assess the size, fit and appearance.
Please handle the garment carefully while doing so. Trying on an item should be limited to what is reasonably necessary to determine whether it is suitable for you, in the same way you would normally try on a garment in a retail store.
Returned items should be in their original condition with all original tags attached and, where reasonably possible, returned with their original packaging.
Please take particular care when trying on your item and avoid contact with:
- perfume or fragrance;
- makeup or foundation;
- deodorant;
- self-tanner;
- body lotions or oils;
- smoke;
- food or beverages;
- other substances that may stain, mark, damage or otherwise affect the garment.
Items should not be worn to events or otherwise used beyond what is reasonably necessary to assess their size, fit and appearance.
All returned items are inspected upon receipt.
Where permitted by applicable law, if an item shows evidence of handling or use beyond what is reasonably necessary to inspect and try it on, Valensia Seven may apply a deduction from the refund corresponding to the demonstrated reduction in the item’s value.
Signs of use may include, depending on the circumstances, stains, makeup, self-tanner, deodorant marks, noticeable fragrance or odour, smoke odour, dirt, damage, excessive creasing, stretching, alterations, washing or other evidence that the garment has been worn or used beyond normal fitting.
This does not affect your statutory consumer rights.
Faulty, Damaged or Incorrect Items
If you believe you have received an item that is faulty, damaged or incorrect, please contact our Customer Care team as soon as possible after delivery.
Please include:
- your order number;
- a description of the issue;
- clear photographs or video showing the issue.
Please do not return the item before receiving return instructions from us.
Once the issue has been reviewed, we will provide the appropriate resolution in accordance with applicable consumer law.
Refunds
Once your return has been delivered to the designated return address, it will be inspected.
We will then contact you regarding the status of your return.
If a refund is due, it will be issued to the original payment method.
Once the refund has been processed by Valensia Seven, your bank or payment provider may require additional time before the funds appear in your account.
Where required by applicable consumer law, eligible standard outbound delivery charges will be refunded. Additional charges resulting from choosing an expedited or upgraded delivery service may not be refundable.
Exchanges
We currently do not offer direct exchanges for a different size, colour or style.
If you would like another item, you may return the eligible original item in accordance with this Return Policy and place a new order separately.
Delivered but Not Received
All orders are shipped with tracking information.
If the carrier marks your order as delivered but you cannot locate the parcel, please check:
- around the delivery location and any designated safe place;
- with members of your household;
- with neighbours;
- with building reception, concierge or property management, where applicable.
Please contact our Customer Care team as soon as possible if the parcel still cannot be located.
We will review the available tracking information and, where appropriate, assist with a carrier investigation. We may request additional information from you to support the investigation.
A carrier delivery scan, delivery photograph, GPS information, signature confirmation or other proof of delivery may be used when reviewing a reported delivery issue.
A report that a parcel cannot be located does not automatically establish that the shipment was lost where carrier records show successful delivery. Each case will be reviewed based on the available delivery evidence and applicable consumer law.
Incorrect or Incomplete Shipping Address
Please ensure that your shipping address and contact information are complete and accurate before placing your order.
If you notice an error after placing your order, contact us as soon as possible. We will do our best to assist before dispatch, but we cannot guarantee that an address can be changed once an order has entered fulfilment.
Where permitted by applicable law, additional costs resulting from an incorrect or incomplete address supplied by the customer may be the customer’s responsibility.
Customs, Duties & Taxes
International orders may be subject to customs duties, import taxes or other local charges depending on the destination country.
These charges are determined by local authorities and, where applicable, are the responsibility of the recipient.
Need Help?
If you have any questions regarding a return, refund or delivery issue, please contact our Customer Care team before returning your item.
We will be happy to review your situation and provide the appropriate next steps.