Frequently Asked Questions
FIND ANSWERS ABOUT SHIPPING AND RETURNS
Shipping & Returns
What are the shipping costs?
We offer free premium delivery across Canada on all orders. No additional charges will be added at checkout for standard shipping!
How long does delivery usually take?
Once your order is placed, it typically takes 1–3 business days to process your items.
- Orders placed Monday to Thursday usually begin processing the same or next business day.
- Orders placed on Friday evenings or weekends will be processed the following Monday.
After processing, your order is shipped and generally arrives within 5–9 business days.
While we aim for reliable and timely delivery, delays caused by the shipping provider, peak holiday traffic, high-demand periods (such as major sales), or severe weather may occasionally impact delivery windows. These are circumstances outside of our control.
Can I track my order?
Yes, once your order has been shipped, we’ll send you a tracking number via email. You can use it to track your package and check the estimated delivery date.
What if I’m not home when my parcel arrives?
If you’re not available at the time of delivery, the courier will leave a notice with instructions on how to reschedule the delivery or direct you to a local pickup point where you can collect your parcel.
I received the wrong item or something is missing – what should I do?
If you received the wrong item or something is missing from your order, please contact our customer service at hello@vallenne.com. Include your order number and details of the issue, and we’ll resolve it as quickly as possible.
Find answers about orders and payments
Orders & Payments
Can I change or cancel my order after it has been placed?
Once your order is placed, we begin processing it promptly to ensure timely delivery.
If you need to make changes, please contact our customer service as soon as possible.
We will do our best to accommodate your request, provided the order has not yet been shipped.
Do I need to create an account to place an order?
No, you can shop as a guest. However, creating an account allows you to track your orders, save your details for future purchases, receive special offers, and stay informed about our latest collections and sales!
What payment methods can I use?
We accept a wide range of payment methods, including American Express, Apple Pay, Google Pay, Visa, Maestro, Mastercard, Shop Pay, and UnionPay. You can choose the option that’s most convenient for you during checkout.
How do I apply a discount code?
You can apply a discount code at checkout. Simply enter the code in the designated field, and the discount will automatically be deducted from the total before you complete your payment.
Find answers about our products
Products Information
How do I know what size to order?
Each product page includes a detailed size guide to help you find the right fit. If you’re unsure, feel free to contact our customer service team for assistance.
Are your products true to size?
Our products are designed to be true to size, but sizing may vary slightly depending on the style (e.g., “oversized” or “relaxed”). We recommend checking our size guide to help you make the best choice.
Do you restock sold-out items?
We often restock popular items. You can sign up for restock notifications on the product page to be notified when the item becomes available again.
Sustainability & Ethical Practices
Do you use sustainable materials?
Yes — sustainability is a key part of our approach. Many items are made with eco-friendly fabrics and are featured in our sustainable collection.
What are your ethical sourcing practices?
We work closely with our factories to ensure that our products are made ethically. This includes fair wages, safe working conditions, and environmentally friendly practices wherever possible.
"Great quality stuff for everyone who is looking for new trends. Customer support was super understanding when I had problem. Special thanks to Vallenne.com"
Laura R. Alberta, Dawson City.