Return Policy

1. Cancellation and Exchange

1.1 Once an order has been placed via our website, you may cancel or change it by sending us an email at support@valouralondon.com.

1.2 Once an order has been packed, it can no longer be cancelled or changed; instead, the order must be returned to us in accordance with Section 2 below. Since our goods are shipped from Asia, there may be longer transit times over which we have no control. If the goods are already on their way to you, cancellation is not possible. Please wait until you have received the goods and then return them to us. Of course, you may notify us of your cancellation in advance. To guarantee you the fastest possible return, we kindly ask you to send us a confirmation of shipment. An early refund is possible no earlier than 16 weeks after receipt of the order if the goods have not been received.

1.3 As we operate with a fully automated system, orders are activated immediately after dispatch. Therefore, it is unfortunately not possible to interrupt the shipping process until delivery. A refund before receipt of the goods is only possible up to 15 minutes after the order has been placed.

2. Returns and Refunds

2.1 Our Return Policy forms part of these Terms, under which you may visit and use our website.

2.2 If you are not completely satisfied with your order, you may send us an email indicating which product you wish to return and send the product back to us. The withdrawal period is 30 days from the day you, or a third party designated by you (who is not the carrier), received the last product.

2.3 Return shipments and associated costs are the responsibility of the customer. Please note: all returns must be sent to our logistics center in Asia (currently China).

2.4 The customer is only entitled to a refund once the product has been received by us. We will inspect the returned product upon arrival.

2.5 You must ensure that the product is returned to us in the same condition as received and that it is securely packaged. The product must be unused, labels must remain intact, and it must be in its original packaging. If a product is returned in an unsuitable or damaged condition, we reserve the right not to accept the return.

2.6 Our processing time for returns depends on your order. You will receive your refund within 30 days of receipt and approval of the return.

2.7 If we are satisfied with the condition of the returned product, we will send you an email confirming approval. Once approved, the amount will be refunded to the payment method used for the order. There are no storage costs associated with the returned product.

2.8 Cancellation is considered completed once we have physically received the returned goods.

2.9 Since our goods are shipped from Asia, there may be longer transit times beyond our control. If the goods are already on their way to you, cancellation is not possible. Please wait until you have received the goods and then return them to us. Of course, you may notify us of your cancellation in advance. To guarantee the fastest possible return, we ask you to provide us with a shipping confirmation. An early refund is possible no earlier than 16 weeks after receipt of the order if the goods were not delivered.

3. Steps for Cancellation & Returns

  1. Request the return form from our support team and send it back to us completed, signed, and scanned.

  2. Send the goods back to our logistics center in Asia (currently China).

    • Always use a return method with a tracking number so we can clearly assign your return to the correct order.

    • Inform us in advance of your return by providing the tracking details.

    • Once the goods are received, you will be notified, and the refund process will be initiated.