FAQs

Frequently Asked Questions

 

How can I contact Valen Living?

You can reach us anytime at contact@valenliving.com Our customer support team is happy to assist with any questions or concerns.

 

Do you ship worldwide?

Yes, we ship worldwide.

 

Where do you ship from?

All orders are shipped from our fulfilment centre in Hong Kong.

 

Can I change or cancel my order?

We aim to process orders as quickly as possible. If you need to make changes or cancel an order, please contact us within 12 hours of placing your order.

Requests made after this time may not be possible, as the order may already be in processing. Once delivered, the item can still be returned for a full refund in line with our return policy.

 

What payment methods do you accept?

We accept all major payment methods, including Visa, Mastercard, American Express, and PayPal.

 

When will my order be processed?

Orders are processed Monday to Friday. Please allow additional processing time during holidays or promotional periods.

Most orders are processed within 1–3 business days and shipped shortly after. We do not process or ship orders on weekends.

 

How long will it take to receive my order?

Due to high demand, delivery times may range between 2–4 weeks, depending on your location.

 

What if I don’t receive my order?

If your order has not arrived within 30 days of shipment, you are eligible for a full refund. Please contact our support team so we can assist you promptly.

 

Will I be charged customs duties or taxes?

Prices displayed on our website are exclusive of import duties and taxes. Depending on your location, customs fees or taxes may be applied by your local customs authority upon delivery.

These charges are the responsibility of the customer. Valen Living is not responsible for delays caused by customs processing. For more information, we recommend contacting your local customs office.

 

How do I return an item?

To initiate a return, please contact us at contact@valenliving.com and our team will guide you through the process.

 

What if my item arrives damaged, defective, or incorrect?

If you receive an item that is damaged, defective, incorrect, or missing, please contact us as soon as possible.

Include your order number, clear photos of the item, and any relevant details so we can resolve the issue quickly and fairly.

 

When will I receive my refund?

Refunds are issued to the original payment method.

Credit/debit card refunds typically appear within 7–10 business days after the return or cancellation is approved.

Processing times may vary depending on your card issuer.

If you haven’t received your refund after this period, we recommend contacting your bank or card provider for an update.