Terms and conditions

1. Introduction

These Terms and Conditions ("Terms") constitute a legally binding agreement between you ("you" or "Customer") and Valentine Couture LLC ("we," "us," or "our"), a company duly registered under Unique Identification Number (UIN) 812108638, with its principal place of business located at Street Enver Maloku, Building Nr 84, 10000 Pristina, Kosovo. These Terms govern your access to and use of our website at www.valentinecouture.com (http://www.valentinecouture.com) (the "Website") and your purchase of any products or services offered by us (collectively, the "Services"). By accessing the Website, placing an order, or utilizing our Services, you acknowledge that you have read, understood, and agree to be bound by these Terms in their entirety. If you do not agree to these Terms, you must immediately cease use of the Website and refrain from purchasing our products or engaging with our Services.

2. Modifications to Terms

We reserve the unilateral right to amend, modify, or update these Terms at our sole discretion, with or without prior notice to you. Any such changes will take effect immediately upon their posting on the Website. Your continued use of the Website or purchase of products following the posting of revised Terms signifies your acceptance of and consent to those changes. It is your responsibility to periodically review these Terms to stay informed of any updates that may impact your rights or obligations. We disclaim liability for any failure on your part to review such updates.

3. Ordering

3.1. Order Placement

You may place orders for our products either through the Website or in person at our atelier located at Street Enver Maloku, Building Nr 84, 10000 Pristina, Kosovo. All orders must comply with the procedures and requirements outlined on the Website or as communicated by our staff.

3.2. Order Acceptance

Submission of an order does not guarantee acceptance. All orders are subject to our approval and contingent upon product availability. We reserve the absolute right to refuse or cancel any order for any reason, including but not limited to:

1. Product unavailability;

2. Errors or inaccuracies in pricing, product descriptions, or other information;

3. Suspected fraud, unauthorized use of payment methods, or violation of these Terms.

In the event of cancellation by us, any payments received will be refunded to your original payment method, unless the cancellation results from your breach of these Terms.

3.3. Payment

Full payment is due at the time of order placement. We accept payments via the methods specified on the Website, which may include credit/debit cards, electronic transfers, or other designated options.

Orders will not be processed until payment is received in full and verified. You represent and warrant that all payment information provided is accurate and that you are authorized to use the payment method submitted.

3.4. Confirmation

Upon successful payment verification, you will receive an email confirmation containing your unique order number, a summary of your purchase, and an estimated delivery date. This confirmation signifies our acceptance of your order, subject to these Terms, and forms the basis of the contract between you and us. Retain this confirmation for your records.

4. Products

4.1. Product Descriptions

We strive to provide accurate descriptions, images, and specifications of our products on the Website. However, all such content is for illustrative purposes only and is not a guarantee of exact conformity. Due to the artisanal, handmade nature of our products, minor variations in color, design, or dimensions may occur, and such variations do not constitute defects.

4.2. Custom Orders

For custom-sized or modified orders, you must provide precise measurements and specifications at the time of order placement. We are not responsible for errors resulting from inaccurate or incomplete information provided by you. Once production begins, custom orders cannot be altered, canceled, or returned except as expressly permitted under these Terms.

4.3. Production Times

Production timelines are estimates and may vary depending on order volume, complexity, and material availability. Standard items typically require approximately 20 working days for completion, while bridal collection items may take 1 to 2 months. An optional priority service, available at an additional cost during checkout, may expedite production to approximately 14 working days for standard items and 1 month for bridal items. These timelines are not guaranteed and may be extended due to unforeseen circumstances.

5. Shipping Policy

5.1. Shipping Process

We offer worldwide shipping. All shipments are sent on a Delivery Duty Unpaid (DDU) basis.

This means that you, the Customer, bear full responsibility for any import duties, taxes, customs fees, or additional charges levied by the destination country. These costs are separate from the product price and shipping fees displayed at checkout and must be paid by you directly to the carrier or local authorities upon delivery.

5.2. Dispatch Schedule

Orders are dispatched on weekdays (Monday through Friday), excluding public holidays observed in Kosovo. Upon dispatch, you will receive an email with a tracking number to monitor your shipment’s progress. We are not responsible for delays caused by the carrier or external factors.

5.3. Delivery Times

Estimated delivery times for standard shipping are 3 to 4 working days from the date of dispatch. However, actual delivery may be delayed due to customs clearance, holidays, inclement weather, or other circumstances beyond our control. We disclaim liability for any such delays and do not guarantee delivery by a specific date unless expressly agreed in writing.

6. Customs

6.1. Customer Responsibility

As stated in Section 5.1, shipments are Delivery Duty Unpaid (DDU). You are solely responsible for identifying, calculating, and paying all applicable import duties, taxes, and customs fees required by your country’s regulations. We do not provide estimates for these charges, and failure to anticipate them does not entitle you to a refund or order modification.

6.2. Refusal of Charges

If you refuse to pay applicable customs duties, taxes, or fees, and the shipment is returned to us as a result, you will not be refunded the purchase price, initial shipping fees, or any return shipping costs incurred by us. Returned items will not be re-shipped unless all outstanding charges are settled and additional shipping fees are paid.

7. Cancellations, Returns, and Exchanges

7.1. Cancellations

You may cancel an order within 24 hours of receiving payment confirmation and request a full refund. To cancel, contact our customer support team at info@valentinecouture.com or +383 48559999, providing your order number. Cancellations requested after this 24-hour window will not be accepted, as production of our handmade items typically commences thereafter. Refunds for timely cancellations will be processed to your original payment method within a reasonable timeframe.

7.2. Returns

Eligibility: Returns are permitted only for standard size orders (not custom or modified items). To qualify, items must be returned within 7 days of receipt, unworn, undamaged, in their original condition, with all tags and packaging intact.

Process: To initiate a return, email our customer support team with your order number and reason for return. Unless the return is due to our error (e.g., defective item or incorrect shipment), you are responsible for return shipping costs and must use a trackable method. We are not liable for items lost or damaged during return transit.

Refunds: Upon receiving and inspecting the returned item, we will issue a refund to your original payment method, excluding all shipping costs( initial shipping cost is non-refundable ), within 14 business days. Custom or modified orders are final sale and ineligible for return or refund.

7.3. Exchanges

Eligibility: Exchanges are available only for standard size orders within 7 days of receipt, subject to the same condition requirements as returns. Exchanges are contingent upon availability of the requested replacement item.

Process: Contact our customer support team with your order number and details of the desired replacement. If approved, we may provide a pre-paid return shipping label at our discretion. You may be responsible for additional shipping costs for the replacement item unless the exchange is due to our error or a defective product.

8. Intellectual Property

All content on the Website, including but not limited to designs, images, text, logos, and trademarks, is the exclusive property of Valentine Couture LLC or its licensors and is protected by applicable intellectual property laws. You may not reproduce, distribute, or use such content without our prior written consent.

9. Limitation of Liability

To the fullest extent permitted by law, we shall not be liable for any indirect, incidental, consequential, or punitive damages arising from your use of the Website, purchase of products, or reliance on any information provided. Our total liability, if any, shall not exceed the amount paid by you for the specific product or service giving rise to the claim.

10. Governing Law and Dispute

Resolution

These Terms shall be governed by and construed in accordance with the laws of the Republic of Kosovo. Any disputes arising under or in connection with these Terms shall be resolved exclusively through the competent courts in Pristina, Kosovo, unless otherwise required by applicable law.

11. Contact Information

For questions, support, or to exercise your rights under these Terms, please reach out to us at:

• Email: info@valentinecouture.com
• Phone: +383 48559999
• Address: Valentine Couture LLC, Street Enver Maloku, Building Nr 84, 10000 Pristina, Kosovo