Return and refund policy
At Aurea-Valentina, your happiness is our priority. If you're not completely satisfied with your purchase, we’ve designed our Return & Refund Policy to make the process as smooth and hassle-free as possible.
Return address
To start a return, you can contact us at info@aurea-valentina.co.uk. Please note that returns will need to be sent to the following address:
4th Floor, No. 20, Shaotang Road, Qianqiao Street, Huishan District, Wuxi City, Jiangsu Province
Postal Code: 214000 Country: China
Recipient: wangcan
Tel: 13952475823
Returns
Eligibility
We accept returns within 30 days of delivery. To be eligible:
- The product must be unused, unworn, and in its original packaging.
- All tags and labels should still be attached.
Non-Returnable Items
The following items cannot be returned:
- Gift cards
- Customized or personalized hats
- Final sale items
How to Return an Item
Getting started with a return is simple:
- Please email us at info@aurea-valentina.co.uk with your order number, the item(s) you want to return, and the reason for the return.
- Once approved, we’ll guide you through the steps and send you a return shipping label if needed.
Refunds
How Refunds Work
Once we receive and inspect your return, we’ll notify you if your refund has been approved. If it’s approved:
- Refunds will be issued to your original payment method within 10 business days.
- Remember that it may take a bit longer for your bank or payment provider to process and post the refund to your account.
Partial Refunds
In some cases, we might issue a partial refund, for example, if:
- The item shows signs of use.
- It’s missing parts.
- It’s not in its original condition due to reasons not caused by us.
Exchanges
Defective or Damaged Items
We’re so sorry if your item arrives damaged or defective.
- Contact us at info@aurea-valentina.co.uk within 7 days of delivery, and we’ll make it right with an exchange or replacement at no extra cost.
Exchanging Sizes, Styles, or Colors
If you’d like a different size, style, or color:
- Start by returning the original item using our return process.
- Place a new order for the product you’d like instead.
Order Cancellations
If you need to cancel your order, please contact us at info@aurea-valentina.co.uk as soon as possible.
- If the order hasn’t shipped yet, we’ll cancel it for you.
- If it’s already been shipped, you can still return it after it arrives.
Need Assistance?
If you have any questions or need further assistance with your return or refund, please don’t hesitate to contact our customer support team:
Aurea-Valentina by Prins E-Commerce
Business Address: Venatorstraat 12, Alkmaar, North Holland, 1827 NV, Netherlands
Email: info@aurea-valentina.co.uk
Phone: +44 7414 220593
Email: info@aurea-valentina.co.uk
Contact form: Contact page
Company number: 78063558
VAT number: NL003280886B63
Business Hours: Monday - Friday: 09:00 AM - 05:00 PM