Delivery Policy

SHIPPING

When will I get my order?

All our products are made to order in Portugal, taking usually 21 days. After that, your order will be delivered by DHL through Express Shipping and, depending on your country, it might take between 2 to 4 business days for your order to get to you. You will receive updates regarding shipment through email or message. Please wait 4 business days to receive your order but please contact us by e-mail (support@valaclava.com) in case it does not happen so we can assist you promptly.

How is the delivery done?

Your order will be delivered by DHL. We only offer Express Shipping because it guarantees that your product and its packaging arrive in perfect conditions in 2-4 business days (depending on the country) after it is produced in Portugal. You will receive updates regarding shipment through email or message. Please wait 4 business days to receive your order but please contact us by e-mail (support@valaclava.com) in case it does not happen so we can assist you promptly.

Can I track my order?

Yes. After completing your purchase, you will receive your order number by email. You will thus have access to all the shipping status of your order, in constant connection with the carrier in question (DHL). You will receive updates regarding shipment through email or message.

What if I am not at the indicated address?

If in the first delivery you are not at the indicated address, you will be contacted by DHL to arrange for a new date of delivery. If you do not receive your order within 4 business days, please contact us by e-mail (support@valaclava.com)

How much tax/duty will I have to pay?

Unfortunately, we can not estimate how much you'll have to pay to your country as this is regulated by local laws. Your local customs office should be able to estimate any possible import fees.

RETURNS

Can I return a product? Yes, you can. Although all our products are made to order exclusively to you, we accept returns and exchanges. However, you will need to contact us by e-mail (support@valaclava.com), within 15 days after you receive your order.

Please be aware that this right to exchange only occurs if the products:

  • Have not been washed or used;
  • Maintain their original features and the packaging is not damaged (packages that have been carefully opened are not considered as damaged);
  • Have not been tampered with.

>How do I return or exchange a product?

To return or exchange your package you should contact us by email at (support@valaclava.com), so we can arrange for all the necessary details to exchange your product and package. In case of an exchange, after receiving the product and checking its integrity, we will proceed to its exchange. VALACLAVA allows for one free exchange.

I received a defective product. What should I do?

We guarantee the satisfaction of our customers. Therefore, if you feel that we have sent you a defective product, please notify us regarding the defect through (support@valaclava.com). Once we receive the defective product, a gift card will be issued so you can order a new product.