Returns and refunds at a glance

Return window	30 days from delivery, for any reason
Refund method	Your original payment method
Refund issued within	14 calendar days of us receiving the return
Return postage — faulty, damaged or incorrect item	We pay. We send you a prepaid label
Return postage — change of mind	You pay
Restocking fee	None
Returns are received at	Lane 1177, Jianlan Road, Meixu Street, Yinzhou District, Ningbo 315100, Zhejiang, China
We deliver to	United Kingdom and United States

Start every return by emailing support@valedrian.com. You will receive a return authorisation (RMA) number, the confirmed return address and, where we are paying, a prepaid label — within one business day. A parcel that arrives without an RMA number cannot be matched to an order, which delays the refund.

Download the Valedrian Return Form (PDF) — the form to include in your parcel, together with the customs guidance you need if you are posting the return yourself.

Your 30-day return right

You have 30 days from delivery to return any item, for any reason. We deliver to the United Kingdom and the United States. For UK customers this is longer than the 14-day statutory cooling-off period under the Consumer Contracts Regulations 2013, and those rights are in addition to this policy and are never reduced by it.

Condition of returned items

Items should come back unworn and unused, with tags attached, and in their original packaging where you still have it. You may unwrap and inspect an item as you would in a shop — doing so never affects your right to return it. Missing outer packaging alone is not a reason for us to refuse a return.

We reduce a refund only where an item has been handled beyond what is needed to check it, and if that applies we tell you the amount and the reason before we process it.

Faulty, damaged or incorrect items — the choice is yours

If an item arrives faulty, damaged or is not what you ordered, email support@valedrian.com with your order number and a photograph of the problem. You then choose one of the following, and the choice is yours and not ours:

• A full refund, including the original delivery charge.
• A replacement, sent free of charge.
• A repair, where that is practical for the item.

Under the Consumer Rights Act 2015 you have a short-term right to reject faulty goods for a full refund within 30 days of delivery. We honour that right in full.

We pay the return postage on any faulty, damaged or incorrect item, and we email you a prepaid return label. You are never out of pocket for our mistake.

Change-of-mind returns

If you simply change your mind, you arrange and pay for the return postage. We recommend a tracked service, because the parcel remains your responsibility until it reaches us. We do not charge a restocking fee.

How to start a return

1. Email support@valedrian.com with your order number and what you would like us to do.
2. We reply within one business day with your RMA number, the return address and, where we are paying, a prepaid label.
3. Complete the Valedrian Return Form and place it inside the parcel.
4. Send the parcel with a tracked service and keep the receipt until your refund arrives.

Please wait for our reply before sending anything. Parcels sent to us unannounced can go astray, and we cannot take responsibility for them.

Where returns are sent, and what that means for you

Returns are received at our returns warehouse:

Valedrian Returns
Lane 1177, Jianlan Road
Meixu Street, Yinzhou District
Ningbo 315100, Zhejiang
China

We state this plainly because it affects what a return costs you and how long it takes. A tracked postal return typically costs £12–£25 from the United Kingdom or USD 15–32 from the United States, and takes two to four weeks to arrive. Where we are paying, none of that falls to you.

Email us before you post anything. In many cases — and always where the item is faulty — we resolve the matter without you sending the item back at all.

Use your national postal service rather than a commercial courier: DHL, UPS and FedEx route returns to China through formal customs clearance, which adds fees that neither of us can recover. The return form sets out the customs declaration in full.

What to write on the customs label, and what it costs you. Mark the parcel returned goods — not a gift and not a sale — and put your RMA number on the outside. Posting a parcel out of the United Kingdom or the United States attracts no export duty, so the postage above is the whole of what a return costs you: you are the sender and not the importer, and any duty, VAT or clearance fee raised on arrival in China is billed to us and settled by us. We never pass an import charge on to a customer and we never deduct one from a refund. The return form carries the exact wording to copy onto the label.

Refund timing

Our refund window is 14 calendar days, counted from the day your return reaches us. That is the part we control, and it is the part we commit to. The parcel itself takes two to four weeks to reach Ningbo, which is the postal service and not us — so a change-of-mind return is typically four to six weeks end to end, of which at most two are ours. We would rather you knew that before you posted it than wondered about it afterwards. Where we are paying — anything faulty, damaged or incorrect — we usually settle without asking for the item back at all, and then none of this applies.

Once your return reaches us we inspect it and issue the refund within 14 calendar days, to the original payment method. Your bank or card issuer may take a few further days to show it. If 14 calendar days have passed and you have seen nothing, check with your bank first and then contact us — we will chase it with you.

Exchanges

We do not process exchanges directly. Return the item for a refund and place a new order for the size or colour you want; that way you are not waiting on stock we cannot reserve.

Cancelling an order

You can cancel free of charge at any time before your order is handed to our fulfilment partner, YunExpress. That is the whole rule — there is no separate deadline. Whether or not we manage to stop it, cancelling costs you nothing: if we catch it in time you are not charged, and if we do not, we pay the return postage. In practice handover happens about three hours after you order, so email support@valedrian.com quickly and we will confirm within one business day whether your order was stopped.

If the order has already been handed over we cannot stop it, and it will be delivered to you. You then have the 30-day return right above, exactly as for any other order — and because you asked us to cancel before dispatch, we pay the return postage in that case.

Who pays the postage, in each situation:

• Cancelled before handover — nothing is sent, nothing is charged.
• You asked to cancel, but it had already been handed over — return it and we pay the postage.
• You change your mind after delivery — return it within 30 days and you pay the postage.
• Faulty, damaged or incorrect item — we pay the postage, and you choose refund, replacement or repair.

Tracking and delivery problems

Orders are dispatched by our fulfilment partner YunExpress and can be tracked at yuntrack.com using the number in your dispatch email. Tracking usually takes one to three business days to start updating after dispatch, so a quiet tracking page in the first few days is normal.

If tracking has not moved after that, or a parcel is marked delivered and you do not have it, contact us first — email support@valedrian.com and we will open the enquiry with the carrier on your behalf and stay with it until it is resolved. You do not have to deal with them yourself.

If we cannot resolve it between us

Email support@valedrian.com and we will respond within one business day. If you are not satisfied with our answer, UK customers may refer the matter to Citizens Advice (0808 223 1133) and US customers to their state consumer protection office; we will co-operate fully with either. Nothing in this policy limits your statutory rights.