Frequently Asked Questions

How quickly will I receive a response to my enquiry?
We reply to all messages and emails in the order they are received. In most cases, you will receive a response within 24 hours.

Can I change my delivery address after placing an order?
Once an order has been placed, the delivery address cannot be changed. Our fulfilment team begins processing orders within 1–5 working days. If you wish to request a change, please contact us within 24 hours at info@valoreo-urban.com and include your name and order number.
Please note that changes are no longer possible once your order has been processed or dispatched.

How long does it take to process my order?
We usually process and dispatch orders within 1–5 working days. Many orders are processed within 24 hours, although delays may occur during peak periods or holidays.

How long does delivery take?
Once processed, your order will be delivered within 1–5 working days. Total delivery time is a maximum of 10 working days.

How can I track my order?
As soon as your order has been dispatched, you will receive a confirmation email containing your tracking number. Tracking will be activated within 24 hours.

Why is my tracking number not working?
Tracking numbers may take up to 24 hours to activate. If your tracking link still does not work after this period, please contact us and we will check the status for you.

Will my order arrive in one parcel?
Depending on the size of your order, items may be shipped in multiple parcels. These may arrive 1–2 working days apart.

What happens if an item is out of stock?
If an item is unavailable, we will notify you by email. If it does not come back in stock within two weeks, we will automatically issue a refund.

I received a damaged or incorrect item – what should I do?
We are sorry that your item did not arrive in perfect condition. Please contact us immediately at info@valoreo-urban.com and include your order number.
If the parcel is visibly damaged on delivery, please refuse it with the courier if possible.

Can I return my product?
To start a return, please contact us via email at info@valoreo-urban.com or through our contact page.
Important: Parcels returned without prior contact cannot be accepted.
Return shipping costs are the responsibility of the customer, except when you received an incorrect or damaged item. In those cases, we will provide a free return label.
Please return items in their original packaging. Customers are responsible for proper packaging.

What is the return period?
Returns are accepted within 14 days of delivery.

In what condition must items be returned?
All items must be unworn, unused, undamaged and returned in their original packaging. Items showing signs of use or damage cannot be accepted.

Do you charge a restocking fee?
No, we do not charge a restocking fee.

Can I exchange my order?
Yes, exchanges are possible. Please contact our customer service team to arrange an exchange.

How will I know if my refund has been approved?
Once we receive and inspect your return, we will notify you. If approved, your refund will be issued within 5 working days to your original payment method.

I have not received my refund – what should I do?
Please check your bank account first. Then contact your bank or card provider, as processing times may vary.
If you still have not received your refund, please contact us at info@valoreo-urban.com.

Which payment methods do you accept?
We accept the following payment methods:
Apple Pay
Google Pay
Visa
Mastercard
American Express

How can I contact customer service?
For any further questions, please contact us at: info@valoreo-urban.com.

Store Information
Store name: Valoreo Urban
Company name: AELM
Company registration number: 91998131
VAT number: NL004347256B10
Email: info@valoreo-urban.com
Address: Slauerhoffstraat 62-2, 1064 TH Amsterdam, North Holland, Netherlands