Return and Refund Policy

Returns are accepted within 14 days of delivery. If you choose to return an item, please note that you will be responsible for the return shipping costs. Once the item is received and inspected, your refund will be issued to your original payment method, minus a US$20–30 fee to cover DHL/UPS/FedEx shipping, handling, and applicable taxes.

To initiate a return, simply open your order confirmation email and select “Return Order.”

Your request will be reviewed by our team, and if approved, you will receive your prepaid return shipping label via email. All returns must be shipped using the provided label and within the specified timeframe.

Please note that returns sent without prior authorization will not be accepted. Once your return is received and verified, we will promptly process your refund.

If you need additional assistance, please contact our customer support team at customerservice@valgenne.com

Damages and Issues

Please inspect your order upon delivery and contact us at customerservice@valgenne.com immediately if the item arrives damaged, defective, or if you received the wrong product. Our team will review the case and assist you with the next steps. Please include clear photos as proof so we can resolve the issue as quickly as possible.

Shipping Policy

Order Processing

All orders are processed within 1–2 business days. Orders placed on weekends or holidays will be processed on the next business day.

Shipping Within the United States: We ship all domestic orders with UPS.

  • Standard Shipping: Free — delivery in 3–6 business days.
  • Express Shipping: US$25 — delivery in 2–3 business days.

Tracking information will be sent via email once your order has shipped.

International Shipping

We offer worldwide shipping with UPS.

  • Standard International Shipping: Free — delivery in 4–8 business days depending on destination.
  • Express International Shipping: Rates are calculated at checkout based on your address.

If your country does not appear as an available destination at checkout, please contact us at customerservice@valgenne.com and we will assist you with your order.

Duties & Taxes

International duties and taxes are calculated at checkout and collected at the time of purchase.

Delivery Issues

Once a package is marked as delivered by UPS, Val Genné is not responsible for lost or stolen packages. If you experience a delivery issue, please reach out to UPS directly. Our team is available to assist when additional support is needed.