Frequently Asked Questions

FAQ – Frequently Asked Questions (Valliora)

1) Orders

How do I know if my order has been confirmed?
After completing your payment, you will receive a confirmation email with your order number. If you don't see it, please check your spam or promotions folder.

Can I modify or cancel my order?
Yes, provided you request it within six (6) hours of purchase. Write to us at contact@valliora.com Please indicate the order number and the requested change. After this period, we cannot guarantee modifications if the order is already being prepared or shipped.

Can I buy without creating an account?
Yes. You can check out as a guest. If you create an account, you can easily view your order history and status.

2) Shipping and deliveries

Where are the orders shipped from?
Valliora operates from Switzerland and works with a network of international suppliers. Depending on the product and destination, preparation and shipment can be carried out from Valliora's own logistics centers or those of third parties located in Spain and Portugal (for example, in the Valencia area), as well as from other points in the international logistics network.

How long will it take for my order to arrive?
Delivery times are estimates and are shown during checkout or in the order confirmation. They may vary due to logistics, customs, weather, or force majeure.

Will I have tracking?
We will send you a tracking number by email when the carrier allows it. In some cases, tracking may take some time to activate.

What happens if I entered the address incorrectly?
Write to us as soon as possible. If the item has already been shipped, the carrier may not allow changes. Reshipping costs or returns due to an incorrect address may be the customer's responsibility.

Can I change the delivery address after purchase?
Only within six (6) hours of purchase, and always subject to the order not having entered preparation or shipping.

Are there any customs duties or additional fees?
Depending on the destination country and the country of origin, customs duties or taxes may apply. If applicable, these must be paid by the recipient.

3) Returns and refunds

Can I return my order?
Yes. If you are a consumer and make a distance purchase, you can exercise your right of withdrawal within fourteen (14) calendar days from receipt, in accordance with our Refund Policy.

How do I request a refund?
Write to us at contact@valliora.com Please include your order number and the product(s) you wish to return. We will then send you instructions and the return address.

Who pays for return shipping costs?
Unless Valliora made an error or the product is defective, return shipping costs are the responsibility of the customer. We recommend tracked shipping.

When will I receive the refund?
Once we receive the return, the review may take up to fourteen (14) business days . If approved, we will refund to the same payment method, unless otherwise agreed.

What conditions must the returned product meet?
It must be returned unused beyond a reasonable check, clean, complete and, if applicable, with original packaging and accessories.

Which items are non-returnable?
No returns are accepted, where applicable, for personalized products or hygiene-sealed items that have been unsealed, as well as purchases made from unauthorized third parties.

4) Damaged, defective or incorrect product

What do I do if my product arrives damaged or the wrong one?
Please contact us within seven (7) calendar days of delivery. Include your order number and photos/videos of the product and packaging, if applicable. We will offer you a solution (replacement, refund, or another suitable alternative).

5) Warranty and conformity

Do my products have a warranty?
Yes. The products are covered by the legal guarantee of conformity where applicable, in accordance with current regulations. If you need to report a problem, please write to us at contact@valliora.com with your order number and proof (photos/video).

What if the product breaks down over time?
If it is a defect of conformity (not resulting from misuse, impacts, normal wear and tear or incorrect maintenance), we will review it and apply the corresponding solution according to the applicable regulations and the evaluation of the case.

6) Payments

What payment methods do you accept?
We accept cards (Visa, Mastercard, American Express, Discover) and, when available, Klarna in certain countries/orders.

My payment failed, what can I do?
Check your card details, balance, daily limits, and permissions for online/international payments. If the problem persists, contact your bank, and if you need help, write to us.

Do you offer cash on delivery?
Cash on delivery will resume soon in selected destinations. It is currently disabled due to issues with unconfirmed orders and delivery refusals, which are generating operational costs.