FAQ – Questions Fréquentes (Valliora)

FAQ – Frequently Asked Questions (Valliora)

1. Orders

How do I know if my order has been confirmed?

After payment validation, you will receive a confirmation email containing your order number.
If you cannot find it, please check your spam or promotions folder.

Can I modify or cancel my order?

Yes, provided you make the request within six (6) hours of purchase.

Please include your order number and the desired modification.

After this period, we cannot guarantee modifications if the order is already being prepared or has been shipped.

Can I order without creating an account?

Yes. You can order as a guest.
Creating an account simply allows you to more easily view your order history and tracking.

2. Delivery and shipping

Where are orders shipped from?

Valliora operates from Switzerland and works with a network of selected international suppliers.

Depending on the product and destination, preparation and shipping may be carried out from logistics centers located in Spain and Portugal (particularly in the Valencia region), as well as from other points in the international logistics network.

What are the delivery times?

The times displayed during checkout or in the confirmation email are estimates.

They may vary depending on logistics, customs, weather conditions, or exceptional circumstances beyond our control.

Will I receive a tracking number?

When permitted by the carrier, a tracking number is sent by email.

In some cases, tracking activation may take some time after shipping.

What if I entered the wrong address?

If the order has already been shipped, address changes may no longer be possible. Fees related to re-shipping or a return caused by an incorrect address may be borne by the customer.

Can I change the address after purchase?

Only within six (6) hours of placing the order, and provided it is not already being prepared or has been shipped.

Are there customs fees or additional taxes?

Depending on the country of destination and the actual origin of the shipment, additional taxes or customs fees may apply.

If applicable, these fees remain the responsibility of the recipient.

3. Returns and refunds

Can I return my order?

Yes.
If you are a consumer and purchase remotely, you have a legal right of withdrawal of fourteen (14) calendar days from receipt of the package, in accordance with our Return and Refund Policy.

How do I request a return?

Send an email to:

contact@valliora.com

Indicating:

your order number;
the product(s) concerned.

We will then send you the instructions and return address.

Who pays for return shipping?

Unless due to a Valliora error or a defective product, return costs are the responsibility of the customer.

We strongly recommend sending with tracking.

When will I receive my refund?

Once the return is received, processing may take up to fourteen (14) business days.

If the return is accepted, the refund will be issued via the same payment method, unless otherwise agreed.

What condition should the returned product be in?

The product must be returned:

clean;
complete;
without excessive use;
and, where applicable, with its original packaging and accessories.

Which products cannot be returned?

Where applicable, returns are not accepted for:

personalized products;
items sealed for hygiene reasons after opening;
purchases made from unauthorized resellers.

4. Damaged, defective or incorrect product

What if my product arrives damaged or incorrect?

Please include:

your order number;
photos and/or videos of the product and packaging if necessary.

We will propose an appropriate solution depending on the case (replacement, refund or other suitable solution).

5. Warranty and conformity

Are the products guaranteed?

Yes.
Products benefit from the legal guarantee of conformity where applicable according to current regulations.

For any request, contact:
contact@valliora.com

with your order number and evidence of the problem encountered.

What happens if the product gets damaged over time?

If it is a lack of conformity not related to misuse, shock, normal wear and tear, or inappropriate maintenance, we will examine the situation and apply the appropriate solution in accordance with applicable regulations.

6. Payments

What payment methods do you accept?

We accept, among others:

Visa;
Mastercard;
American Express;
Discover;
and, where available, Klarna depending on the country or order type.

My payment failed, what should I do?

Check:

your card information;
your available balance;
your payment limits;
as well as authorization for online or international payments by your bank.

If the problem persists, contact your bank.
You can also write to us if you need assistance.

Do you offer cash on delivery?

Cash on delivery will soon be reactivated in selected countries.

It is currently deactivated due to a large number of unconfirmed orders and delivery refusals generating significant logistical costs.

7. Customer Service

How to contact Valliora?

Email:
contact@valliora.com

For a quicker response, please include your order number in the subject line of the message.

What is your response time?

We generally respond within 24 to 48 business hours.

During periods of high demand, this period may exceptionally be extended.

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