Returns & Refunds
We hope you love your Valèz jewelry. Because many of our pieces are uniquely made for you, we have specific rules for personalized and non-personalized items.
1. Personalized Items (Excluded from right of return)
All items custom engraved specifically for you (with names, dates, photos, fingerprints, or handwriting) are custom-made. According to European legislation, these personalized products are excluded from the statutory right of withdrawal. This means these items cannot be returned or exchanged, unless there is a defect or manufacturing error (see 'Our Guarantee' below). Please note: Valèz is not responsible for spelling mistakes or the quality of incorrect/blurry images provided by the customer.
2. Non-personalized Items (30-day reflection period)
For all standard items (without custom engraving or personalization), we offer an extended return period of 30 days. This period starts on the day you (or a third party designated by you) physically receive the order.
Conditions for returns (Non-personalized items): To be eligible for a return and full refund, items must meet the following conditions:
Unworn, unused, and in the exact same condition as you received it.
In the original packaging.
Including all supplied accessories and gift packaging (such as the cotton pouch and the Valèz box).
How do I return a non-personalized item?
You can easily register your return via our online return portal. Upon approval of your request, you can return the package to our warehouse:
Return Address: Valèz (Attn: Returns) Zeeltborch 11 5247 VM Rosmalen The Netherlands
Please note: Do not return products without registering them first. Unauthorized returns may not be processed.
Return Costs
The costs for returning (non-defective) items are at your own expense. Depending on the chosen carrier and your location, these costs vary on average between €4.40 and €10.00. We recommend always sending your return shipment with Track & Trace, as we cannot take responsibility for lost return packages.
Refunds (Within 10 business days)
Once your return shipment has been received and inspected by us, we will send you a confirmation email. If your return meets our conditions, the refund will be approved. The purchase amount (excluding any outbound shipping costs) will then be refunded to your original payment method. We aim to process this within 5 to a maximum of 10 business days after receiving the return shipment.
Damaged or incorrect items (Our Guarantee)
Did we make a mistake with your engraving, is there a defect, or did your jewelry arrive damaged? No worries, we will resolve it for you immediately. Please contact us at support@valez-official.com and immediately include a clear photo of the issue. We will then ensure that a replacement copy is sent to you free of charge.
Need help? If you encounter any problems or have questions about your return, please feel free to contact us at support@valez-official.com. We are happy to help!
- Team Valèz -
