FAQs

How can I contact ValenaWell?

You can email us anytime at info@valenawell.com. Our customer service team is ready to help with any questions or concerns you have!

Do you ship worldwide?

Yes.

Where do you ship from?

We ship from Hong Kong.

Can I change or cancel my order?

We process orders quickly, so if you need to change or cancel your order, please contact us within 12 hours of placing it. After that window, changes or cancellations may not be possible. If your order has already shipped, you can return it for a full refund once you receive it.

What payment methods do you accept?

We currently accept all major credit cards including VISA, Mastercard, and AMEX. Please note that we do not accept PayPal at this time.

When will my order be processed?

Orders are processed Monday through Friday and typically ship within 1-3 business days from the order date. Processing times may be longer during holidays and sale seasons. We do not ship on weekends.

How long will it take to receive my order?

Due to high demand, orders can take 2-4 weeks to arrive. We appreciate your patience and are working hard to get your items to you as soon as possible.

What if I don't receive my order?

If your order hasn’t arrived within 30 days after shipping, please contact us and you may be eligible for a full refund.

Will I be charged customs fees or taxes?

Prices on our site are shown in US Dollars and do not include taxes or customs fees. Depending on your country’s policies, you may be responsible for import taxes, duties, and other fees upon delivery. These charges are determined by your local customs office and are your responsibility.

How do I return an item?

We offer a 30-day return window from the day your order arrives. Items must be unused, with original tags and packaging, and you’ll need your receipt or proof of purchase. To start a return, email us at storevalena1@gmail.com with your order number, a brief description of the issue, and clear photos or video of the item’s condition.

Please wait for our approval before sending anything back. Returns sent without prior approval may not be accepted or refunded.

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

Please contact us immediately with your order number and photos of the issue. We will work quickly to resolve it, whether that means sending a replacement or processing a refund.

Are there any non-returnable items?

For health and safety reasons, we cannot accept returns on personal care products that have been opened or used. Custom items, gift cards, and sale items are also non-returnable. If you’re unsure whether your product qualifies for return, please ask us!

Can I exchange an item?

We recommend returning the original item first once approved and placing a new order for the item you want. This ensures you get exactly what you need as quickly as possible.

What is your refund policy?

After we receive and inspect your returned item, we’ll notify you about your refund status. If approved, refunds will be issued to your original payment method within 10 business days. Keep in mind your bank or card provider might take additional time to post the refund.

If you haven’t received your refund within 15 business days of approval, please reach out to us at storevalena1@gmail.com.

Do you have special return terms for European Union customers?

Yes! If you live in the EU, you have the right to cancel or return your order within 14 days, no questions asked. Returned items must be in original, unused condition with tags, packaging, and proof of purchase.