Frequently asked questions
FAQ
Shipping
Shipping Information
We offer free worldwide shipping with tracking.
For customers in Europe and America, we deliver within 4 to 7 business days.
Our standard international shipping time varies between 7 and 15 business days depending on your location. If you're not sure whether we ship to your region, please contact us at:
hello@shopvalcero.com
We ship with reputable carriers, so you can be confident that your order will be delivered safely and on time.
How long does it take for my order to arrive?
Delivery time depends on the country you are located in.
In Europe and America, standard delivery takes 4 to 7 business days.
In the rest of the world, we deliver within 7 to 15 days.
Note: During the Christmas season, delivery times may be longer due to high traffic on our site.
Even though 95% of our parcels are delivered in under 12 days, delivery can take up to 21 days in exceptionally (50% off promotions, exceptional events, stock shortages, weather conditions...).
If the delivery time seems long, don’t worry — you can track the progress of your order using the tracking number that was sent to you by email!
Is shipping free?
We offer FREE worldwide shipping on all orders.
European and American customers can expect to receive their order within 4 to 7 business days. Please be patient with international orders as they will inevitably take more time to arrive.
Please allow 15 to 25 days before contacting our customer service about a missing order.
How can I track my order?
After placing your order, you should receive a confirmation email containing your order number as well as a link to track your package. If you haven’t received the confirmation email, we invite you to check your spam folder before contacting support.
Once your order has been shipped, you will receive within 48 hours a shipping confirmation email including your tracking number and a real-time tracking link. From this email onward, the tracking system will begin to display more detailed shipping updates.
To follow the progress of your items, we invite you to click on the “Track my order” link in the menu and enter the relevant order information. If you can’t find it, please contact us via our contact page — we’ll do what’s necessary to help you.
My order is delayed, why?
International orders may take longer to arrive.
Please allow 7 to 15 days before contacting customer service about a missing parcel.
European customers can expect to receive their order within 4 to 7 business days.
However, if you still haven’t received your item after this period, it might be experiencing delays beyond our control — particularly due to local courier logistics.
Don’t hesitate to contact our customer service by email at hello@shopvalcero.com or via the "Contact Us" page — our team will be happy to assist you.
There are also other reasons why delays may occur:
● Return to sender, insufficient address, failed delivery attempts –
Couriers usually make 2 or 3 attempts to deliver your order. Contact the courier or carrier as soon as possible. They will generally resend your package on the next business day or ask you to pick it up at their office.
If the package is returned to us, simply contact us so we can resend it to you.
● Public holidays –
A sudden or unexpected increase in delivery volume is more common during the holiday season. You can simply contact your local post office to locate your order.
→ In such cases, it’s best to check the carrier’s website for more detailed information about delays.
I think my order was lost/stolen in transit. What should I do?
If you have any doubts, please first contact the carrier in your area to check if they have any information about your order. Then, feel free to contact us so we can help you find a solution to resolve the issue.
If you selected our Loss/Theft Guarantee at checkout, we will either resend your order as soon as possible or offer you a full refund.
Do I have to pay customs and/or import fees?
Valcero cannot be held responsible for any customs fees charged in your country.
We recommend checking your local import taxes if you think you may have to pay additional fees.
Order marked as delivered but not received?
If your package is marked as delivered but you haven’t received it, please first check with your neighbors or building manager.
If 3 business days have passed since your package was marked as delivered and you still haven’t received it, please contact us at: hello@shopvalcero.com
If you selected our Loss/Theft Guarantee at checkout, we will either resend your order as soon as possible or offer you a full refund.
Exchanges & Returns
What is the exchange and return policy?
Exchanges are possible within 30 days after receiving your order.
If it doesn't suit you, returns are simple — just contact our customer service and send your parcel to the indicated address (please note that return shipping costs are at your expense and the original shipping fees are non-refundable).
We will refund your purchase once the order is received in its original packaging and unused.
❗ However, items intended for intimate use (e.g., underwear) as well as items sold with an exclusive discount of at least -50% are non-refundable. Only partial refunds or returns of certain products may be accepted depending on the case.
Why is there no return form in my order?
We are very aware of our impact on the planet. As part of our ongoing efforts toward sustainability, we are making positive changes to help build a better future. These changes include eliminating paper return forms and invoices from Valcero orders.
You’ll see that these documents are not necessary, as they can be sent by email.
It therefore makes sense not to include them.
We always strive to do what is right and to reduce our impact on the world around us.
Can I modify or cancel my order?
Yes, you can request to cancel your order or part of it within 48 hours after placing it. Once this time has passed, cancellation requests will no longer be possible.
If you wish to cancel your order and the 48-hour period has not yet passed, please let us know immediately by sending an email to hello@shopvalcero.com with your details, and our support team will process a refund
How can I modify or cancel my order?
It is possible to modify or cancel an order within 48 hours after it has been placed.
If this time has passed, it means the order has already been processed, and our team can no longer make changes.
If you want to add another item to your order or change the delivery address but the 48-hour window has passed, your order has already been processed.
The only option is to place a new order for the item you want or the correct address you wish to use. *
*Orders lost due to an address error, or issues with clothing size or color cannot be refunded or canceled if the 48-hour period has passed.
Thank you for your understanding.
How to request an exchange/return?
To request a return or exchange, please first consult the section “What is the exchange and return policy?” to see if the items in your order are eligible for return.
Then, contact one of our customer service teams, who will guide you through the entire process.
An item is missing from my order. What should I do?
In the unlikely event that an item is missing from your order, please contact us immediately with the following information so we can resolve the issue quickly and efficiently:
- Your order number
- The name of the item you did not receive
Once we have received this information, our customer service team will handle your issue as quickly as possible!
Please note that you may receive two different tracking numbers for the same order, as an item may be shipped from a different fulfillment center.
ALL CLAIMS REGARDING ORDERS WITH MISSING ITEMS MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.
What to do if I received the wrong item?
In the unlikely event that you receive the wrong item, please contact us immediately with the following information so we can resolve the issue quickly and efficiently:
- Your order number
- The name of the item you did not receive
- The name of the item you received instead
- A clear photo of the item you received
As soon as we receive this information, our customer service team will handle the issue as quickly as possible!
ALL CLAIMS REGARDING ORDERS CONTAINING AN INCORRECT ITEM MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.
I received a damaged or defective item. What should I do?
If one of the products in your order is defective upon receipt, please contact our customer service team and include photos or videos so we can work together to find a solution.
In most cases, if it’s a manufacturing defect, our customer service will arrange to send a replacement product as quickly as possible, and you will be allowed to keep the defective item (you won’t need to return it to us).
Can I request a refund to a different payment method?
No, we can only process refunds to the original payment method.
The only alternative is to offer gift cards (store credit) for the full amount of the refund.
What’s the status of my refund?
Once we receive your returned package and confirm that it meets the refund criteria (item not worn, not washed, and in original, intact packaging), Navoby commits to issuing your refund within a maximum of 15 days.
What happens if I miss the 30-day return/refund window?
If you did not meet the 30-day deadline to request a return, please contact us at hello@shopvalcero.com as soon as possible so our support team can assist you.
Please include your order number and the reason why you missed the deadline. While we are not obligated to accept your return, in some cases we may be able to find a solution to help you.