FAQ

Frequently Asked Questions (FAQs) - Valentine Couture

What is your cancellation policy?
Orders can be canceled within 24 hours of payment confirmation for a full refund. This cancellation policy is strictly enforced to accommodate our production schedule for handmade dresses. If you wish to cancel, please ensure that your request is submitted within this 24-hour window. After this period, we cannot process cancellations, as production may have already begun.

What is your return and exchange policy?
You can return an item for a refund or exchange within 7 days of receiving your order, provided it is a standard order. To qualify for a return or exchange, the item must be unworn, in its original condition, and include all tags, accessories, and packaging. Custom-made orders and modified standard sizes are not eligible for returns or exchanges, as these items are crafted specifically for individual customers and cannot be resold.

Are there any fees associated with returns or exchanges?
Yes, there is an additional shipping fee for each return or exchange. This fee will either be deducted from your refund amount or charged separately, depending on the reason for the return. Please consider this when deciding to return an item, as it may affect the total amount you receive back.

Will I receive a refund for shipping charges?
All shipping charges, including the initial cost of shipping the product to you, are non-refundable. This means that even if you decide to return an item, you will not receive a refund for the original shipping cost. All shipping costs related to refunds will be the responsibility of the customer.

How long does it take to process my refund?
Once your return is received and inspected, we will process your refund within 14 business days. You will receive a confirmation email once your refund has been issued. Please note that the time it takes for the funds to appear in your account may vary based on your payment method.

What if I decline the delivery of my order?
If you choose to decline delivery or refuse to pay any customs fees upon arrival, your order will be returned to us. In this case, you will not be eligible for a refund of the amount paid for the order, as we will incur costs related to the return process.

Can I return or get a refund for a custom dress?
Custom dresses are designed uniquely for you based on your selected style, fabric, and measurements. Because of this personalized nature, we cannot accept returns or offer refunds for custom orders once production has begun. We strongly encourage you to carefully review your order details before finalizing your purchase to ensure you are completely satisfied with your choices.

What about standard sizes with modifications? Can I return those?
Standard sizes with modifications are also considered custom orders and cannot be returned or refunded. Since these items are tailored specifically to your specifications, we recommend double-checking your measurements and preferences before completing your purchase.

What should I do if I have questions about my order or need assistance?
If you have any questions or concerns regarding your order, shipping, or our policies, please reach out to our dedicated customer support team. We are here to assist you and ensure that your experience with Valentine Couture is exceptional. You can contact us via email, phone, or through our website's contact form.

How can I track my order?
Once your order is shipped, you will receive a tracking number via email. This tracking number allows you to monitor the progress of your shipment in real time, so you know when to expect your delivery.

How long does shipping take?
Typically, shipping takes approximately 7-10 working days. However, this estimate does not include potential delays that may occur during customs processing. Please factor in additional time for international orders, as customs clearance can vary based on your location and regulations.

What if my order is delayed or lost in transit?
If you experience any issues with shipping, such as delays or lost packages, please contact our customer support team. We will work diligently to address the situation and help you track your order. While we strive for timely delivery, unforeseen circumstances can arise, and we appreciate your understanding.

Can I change my order after it has been placed?
Once an order is placed and payment is confirmed, changes cannot be guaranteed due to our production process. If you need to make adjustments, please contact us as soon as possible, and we will do our best to accommodate your request before production begins.

Are there any restrictions on international orders?
International orders may be subject to additional customs fees, taxes, and regulations based on your location. It is essential to be aware that these charges are not included in the product price and are the responsibility of the customer. For more information on international shipping, please check our shipping policy or contact our customer support team.

What if the item I received is damaged or incorrect?
If you receive an item that is damaged or not what you ordered, please contact our customer support team immediately. We will investigate the issue and work with you to resolve it, whether that means providing a replacement, issuing a refund, or another suitable solution.

By understanding our policies and procedures, you can enjoy a seamless shopping experience at Valentine Couture. If you have any other questions not covered here, please feel free to reach out—we're here to help!