Frequently Asked Questions


Frequently Asked Questions

We have compiled answers to the questions our customers ask most often. If you do not find what you are looking for here, please do not hesitate to reach out to our Customer Care team at support@valennes.com.

Orders & Payment

  • What payment methods do you accept? We accept all major credit and debit cards, including Visa, Mastercard, and American Express, as well as other payment methods displayed at checkout. All transactions are processed through secure, PCI-DSS compliant gateways. Your payment information is never stored on our servers.

  • Is it safe to purchase from valennes.com? Completely. Our website uses SSL encryption to protect all data transmitted during your session. Payment processing is handled by industry-leading providers, and we do not store sensitive financial details.

  • Can I modify or cancel my order after placing it? We begin processing orders quickly after they are confirmed. If you need to change a size, color, or cancel your order, please contact us at support@valennes.com as soon as possible. We will do our best to accommodate your request, but we cannot guarantee changes once an order has entered the fulfillment process.

  • Will I receive an order confirmation? Yes. An order confirmation email will be sent to the address provided at checkout immediately after purchase. Please check your spam or junk folder if you do not receive it within a few minutes.

Shipping & Delivery

  • Which countries do you ship to? We currently ship to the United States, Canada, the United Kingdom, and all European Union member states. If your country is not available at checkout, please contact us and we will advise accordingly.

  • How long does delivery take? Estimated delivery times from the date of dispatch are: United States (7–15 business days), Canada (10–18 business days), United Kingdom (7–14 business days), Western Europe (7–14 business days), and Eastern Europe (10–20 business days). These are estimates and may vary due to customs processing or carrier delays.

  • My tracking number is not showing updates. Is this normal? Yes, this is completely normal. Once your order is dispatched, your tracking code may take between 2 and 5 business days to display updates in the carrier's system. If your tracking shows no movement after 7 business days, please contact our team so we can investigate.

  • Who is responsible for customs duties and import taxes? Import duties, customs fees, and taxes are determined by your country's customs authority and are entirely your responsibility. These charges are not included in your order total.

Returns & Refunds

  • What is your return policy? We offer a 30-day return window from the date of confirmed delivery. Dresses must be returned unworn, unwashed, unaltered (e.g., no hem adjustments), and free of scent or makeup stains, with all original tags attached. Return shipping costs are the responsibility of the customer.

  • How do I initiate a return? Contact us at support@valennes.com with your order number and the reason for the return. Our team will review your request within 2–3 business days and provide a Return Merchandise Authorization (RMA) number along with return instructions.

  • When will I receive my refund? Once we receive and inspect your return at our distribution facility, we will process your refund within 7–10 business days. The refund will be issued to the original payment method. Please allow an additional 5–10 business days for the amount to appear in your account, depending on your bank.

Products & Care Guide

  • How do I find the right size for my dress? Each dress features a detailed size chart on its product page. We recommend measuring your bust, waist, and hips with a soft measuring tape to compare against our measurements before selecting your size.

  • How should I care for my Valenne dress? Many of our dresses feature delicate fabrics, intricate embroidery, or special finishes. We recommend professional dry cleaning or a gentle hand wash in cold water with mild detergent. Do not tumble dry, and steam or iron on low heat on the reverse side of the garment.

Customer Support

Our Customer Care team is available via email at support@valennes.com. We typically respond within 2–3 business days. For urgent order adjustments, please indicate urgency in your subject line.