Frequently Asked Questions
ACCOUNT
Creating a Val Genne Account
Click on “My Account” in the top right corner, fill in your first and last name, and set up a password. Alternatively, when placing an order, you’ll be prompted to save your info with your email and password.
Tracking your Val Genne Order
Once your Val Genne order ships, expect an email with a tracking link for real-time updates. Questions about your shipment? Feel free to reach out to us at: customerservice@valgenne.com
Resetting your Val Genne Password
Forgot your password? Click on “I forgot” when logging in, and you’ll receive an email with a link to create a new one.
Benefits of your Val Genne Account
Having a Val Genne account means swift identification while shopping. It provides a secure, easy, and speedy ordering experience, storing details like order history and addresses. Easily track your placed orders, and rest assured, your password ensures exclusive access to your account information.
Deleting your Val Genne Account
If you decide to part ways, contact our Customer Service Team at customerservice@valgenne.com to delete your Val Genne account.
SHIPPING INFORMATION
Shipping Fees & Times
Enjoy free UPS/DHL Worldwide Express Delivery. However, please be aware that in some countries, you may need to cover any duty and tariff charges upon the package’s arrival.
Estimated Delivery Time
Once your order is placed, we’ll take approximately 1-2 days to process and hand it to DHL/UPS Express. Delivery typically takes 3 to 7 working days, and we’ll keep you updated through email notifications once dispatched. Please note that actual delivery times may vary due to factors like weather conditions, customs clearance, and distance. Visit the DHL/UPS website for specific transit times by country.
Late Delivery
In the rare event of a late delivery, VAL GENNÉ will strive to expedite your package. However, we cannot accept responsibility or provide refunds for delays caused by our couriers (DHL/UPS/FedEx) or customs clearance delays.
Wolrdwide Shipping
If your country isn’t listed, contact us at customerservice@valgenne.com to inquire about shipping options. We may arrange special shipments for you!
Duties and Taxes
Orders may incur duties and taxes, for which customers are responsible. Please note that VAL GENNÉ has no control over these fees, and costs vary by country. For more information, contact your local customs office.
Wrong Address Disclaimer
If the address is incorrect or undeliverable, shipping fees incurred before delivery will be charged to the buyer. To avoid issues, ensure the address is correct and deliverable. To modify the shipping address before shipping, a USD 9.90 administrative handling fee applies. Once shipped, address changes are not possible.
RETURNS & EXCHANGES
How do I determine my sizing?
Refer to our website’s Size Guide for detailed information on choosing the right Val Genné size. For personalized assistance or specific questions, contact our customer service team at customerservice@valgenne.com we’d be delighted to help you find the perfect fit.
A product is not in stock, when will it be available again?
If the Val Genné product you desire is currently unavailable, we suggest checking back regularly as our inventory is frequently updated with the latest items. Alternatively, you can subscribe to our waitlist to be notified when the item is back in stock.
How can I know my order processed already?
Upon receiving the confirmation email containing all necessary details, your Val Genné order is officially confirmed. Following that, a second email with tracking information will be sent once your order is dispatched
Can I cancel or modify my order?
Please note that orders placed on Val Genné’s website cannot be cancelled or modified. However, rest assured that you can always return your order upon receipt if you decide not to keep it. If you have any further inquiries or need assistance, feel free to email us at: customerservice@valgenne.com.
ORDERS
What is your Return Policy?
All products can be returned within 14 days from the delivery date, provided they are in their original condition and packaging—unworn, with all accessories and the dust bag included.
Do I need to register my return online?
Returns are initiated online by clicking here. Simply follow the instructions provided with your item, and make sure to keep the return tracking number for your records. We aim to make the return experience as seamless as possible for you.
Can I exchange a product?
At this time, Val Genné does not provide an exchange service. If you wish to exchange a product, we recommend initiating a return for the item you’d like to exchange and then placing a new order for the desired item. Once the return is processed, you will receive a refund, and you can proceed with a new purchase.
How do I return my order?
To return your order, complete the following steps within 14 days from the delivery date:
- Go to our Returns Page and fill out the form.
- Ensure the items are in their original condition and packaging, unworn, and include all accessories and the dust bag
- Drop off to your nearest UPS location.
Do I need to pay if I want to return my order?
Customers are responsible for covering the return shipping cost.
A return fee of $30 to $80 will be deducted from your refund to help us cover order processing, and original shipping expenses. The exact amount may vary depending on the item and original shipping destination.
What should I do if my parcel arrived damaged?
If your Val Genné parcel arrives damaged, please contact our customer service team immediately. It’s important to take pictures of the damaged parcel and retain the package for further inspection by our carrier. Our team will guide you through the necessary steps to address the issue and ensure a resolution.
What should I do if I received a faulty item?
If an item received is faulty or was received damaged, please contact our customer service upon the receipt of the item. Any faulty item must be notified within 7 days of receiving the order.
When will I receive the refund for my order?
The refund for your order will be initiated within 14 business days upon the receipt of the returned item. Please note that we reserve the right to decline a refund if the item is not returned in its original condition, for example, if it has been worn or damaged. The refunded amount will be credited directly to the payment method used for the original purchase.
Did you receive my returned order?
Once the refund for your Val Genné order is processed, a confirmation email will be sent to you. Please be aware that the refunded amount will be credited to your account within 10 business days, depending on your bank’s policy. We recommend keeping the tracking number for your return, as it allows you to track the progress of the returned order.