We value clear communication and aim to provide customers with a straightforward way to contact us regarding products, orders, payments, deliveries, returns, refunds, or other matters relating to purchases made through our website. This Contact Us information explains how customers can reach us and what information may be useful when submitting an enquiry.
1. Company Contact Details
Company Name: Valenne
Address: 7 PRIESTLEY AVENUE, EXETER, EX4 8DG
Email: support@valenne.online
Telephone: +44 7716526268
Customers may use the contact details above for enquiries relating to products, purchases, orders, deliveries, returns, refunds, payments, or general customer service matters.
2. General Customer Enquiries
Customers may contact us if they require information about cardigans available through our website, including questions relating to product descriptions, colours, sizes, availability, order processing, delivery, returns, or other purchase-related matters.
When contacting us, customers should provide enough information for us to understand the enquiry and respond appropriately.
3. Order Enquiries
For enquiries concerning an existing order, customers should provide relevant order information where available. This may include the order number, the name used when placing the order, the email address associated with the order, and a clear description of the issue.
Providing accurate information helps us identify the relevant order and investigate the enquiry more efficiently.
4. Product Information Enquiries
Customers may contact us before placing an order if they have questions about a cardigan displayed on the website.
Product enquiries may relate to matters such as available sizes, colours, product descriptions, materials where stated, product features, or other information shown on the relevant product page.
Customers are encouraged to review the product information displayed on the website before contacting us.
5. Sizing Enquiries
If a customer requires clarification about sizing information shown for a product, they may contact us before completing their purchase.
Customers should identify the relevant product and explain the sizing information they would like clarified. Any sizing guidance provided is intended to assist customers in making a purchasing decision and should be considered together with the information displayed on the relevant product page.
6. Payment Enquiries
Customers may contact us regarding payment-related issues associated with an order, including questions about whether a payment has been successfully recorded, duplicate payment concerns, or other payment-related matters connected with a purchase.
For security reasons, customers should not send complete payment card numbers, card security codes, passwords, or other highly sensitive financial information by email or through ordinary communications.
7. Delivery Enquiries
Customers may contact us regarding the delivery status of an order or if they believe there may be an issue with a delivery.
When submitting a delivery enquiry, customers should provide the relevant order information and a clear description of the matter, such as a delayed delivery, an incorrect delivery detail, or another delivery-related concern.
8. Incorrect or Missing Items
If a customer receives an incorrect item or believes that an item is missing from an order, they should contact us with the relevant order details and an explanation of the issue.
Customers should provide sufficient information to allow us to review what was ordered and what was received.
Where appropriate, we may request additional information reasonably necessary to investigate the matter.
9. Damaged or Defective Products
Customers who believe that a product arrived damaged or defective may contact us and provide details of the problem.
The customer should identify the relevant order and product and explain the nature of the damage or defect as clearly as possible.
We may request photographs or other reasonable supporting information where necessary to assess the reported issue.
10. Return Enquiries
Customers may contact us for assistance with a return or for clarification regarding the return process applicable to their purchase.
Any request concerning a return will be considered in accordance with the return and refund information made available on the website and any applicable consumer rights.
Customers should include the relevant order details and identify the product they wish to return.
11. Refund Enquiries
Customers may contact us regarding the status of a refund or any concern relating to an expected refund.
When contacting us about a refund, customers should provide sufficient information to identify the relevant order and the return or cancellation associated with the refund request.
Refund eligibility and processing will depend on the circumstances of the order and the applicable terms governing the purchase.
12. Cancellation Enquiries
If a customer wishes to request cancellation of an order, they should contact us as soon as reasonably possible and provide the relevant order details.
A cancellation request cannot always be guaranteed if the order has already entered processing, dispatch, or delivery stages.
Nothing in this section is intended to limit any cancellation rights that a customer may have under applicable UK consumer law.
13. Changes to Order Information
Customers should carefully review their information before completing an order.
If a customer notices an error in information associated with an order, such as contact or delivery information, they should contact us as soon as possible.
We will make reasonable efforts to review requests for changes, but changes cannot be guaranteed once an order has progressed through processing or dispatch.
14. Complaints
Customers who are dissatisfied with a product, order, or service may contact us to raise a complaint.
A complaint should clearly describe the issue, identify the relevant order where applicable, and explain the outcome or assistance being requested.
We aim to review complaints fairly based on the information available and may request additional information where reasonably necessary to investigate the matter.
15. Information to Include When Contacting Us
To help us respond effectively, customers should include relevant information such as:
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Full name
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Order number where applicable
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Email address associated with the order
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Product concerned
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Clear description of the enquiry or problem
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Relevant supporting information where necessary
Customers should ensure that information supplied to us is accurate and should avoid providing unnecessary sensitive personal or financial information.
16. Email Communications
Customers may contact us by email at:
Customers should use an email address that they can access and should ensure that the information included in the message is sufficient for us to understand the enquiry.
Customers should also check their email inbox and any spam or junk folders when awaiting a response.
17. Telephone Communications
Customers may contact us by telephone at:
+44 7716526268
Telephone enquiries should relate to matters concerning products, orders, purchases, delivery, returns, refunds, or other customer service issues connected with the website.
Customers should not disclose passwords, complete payment card information, or unnecessary sensitive information during telephone communications.
18. Postal Correspondence
Written correspondence may be sent to:
Valenne
7 PRIESTLEY AVENUE
EXETER
EX4 8DG
United Kingdom
Customers sending correspondence regarding an order should include enough information for the relevant purchase or enquiry to be identified.
19. Personal Information Submitted Through Enquiries
When a customer contacts us, we may receive personal information that is necessary to respond to the enquiry, such as the customer's name, contact details, order information, and the content of the communication.
Customers should provide only information that is reasonably necessary for the relevant enquiry.
Information submitted through customer communications will be handled in connection with responding to the enquiry, administering purchases, resolving disputes, complying with applicable obligations, and protecting legitimate business and customer interests where appropriate.
20. Our Commitment to Customer Communication
We aim to provide clear, reasonable, and professional assistance to customers contacting us about cardigans purchased or offered through our website.
Customers are encouraged to provide complete and accurate information so that enquiries can be reviewed effectively. We will consider customer enquiries in accordance with the circumstances of the matter, the terms applicable to the purchase, and relevant UK consumer rights where applicable.
For customer enquiries, please contact:
Valenne
7 PRIESTLEY AVENUE, EXETER, EX4 8DG
Email: support@valenne.online
Telephone: +44 7716526268