HÄUFIGE FRAGEN
Do you have a question? We help you! Find the answer to your question in the following list. If you do not find a solution to what you are looking for, write to us at contacto@latiendadevalentina.com or call 965 01 33 97.
I have received a garment and I want to change the size, how should I proceed?
You can do it from our website. Enter MY ACCOUNT and go to the MY ORDERS section. Next, click on the order in which you want to make a size change. Click on the RETURN OR EXCHANGE button and follow the steps. Choose SIZE CHANGE and select the new size you need.
You can send us the package by leaving it at a pick-up point (this option has a cost of €3.90) or a courier can come pick it up at your home (this option has a cost of €3.90 to be paid at the last step).
If you choose to exchange at a pickup point, you have 3 days from when you receive the return label to leave your package.
Remember to always include in the package the delivery note that we will send you by email once your return has been confirmed, otherwise it will not be possible to carry out.
I have received an order and I want to return it. What should I do?
You can do it from our website. Enter your ACCOUNT and go to the MY ORDERS section. Next, click on the order for which you want to make a return. Click on the RETURN OR EXCHANGE button and follow the steps. Choose Same Payment Method Refund if you want the payment to be made to the same card you used to place the order or Gift Card Refund if you want us to create a wallet card for your purchases at VALENTiNA.
You can send us the package by leaving it at a VALENTiNA store, a pick-up point (this option costs €3.90 if you opt for a refund using the same payment method and is free if you opt for a refund via gift card) or Alternatively, a courier can come pick it up from your home (this option costs €3.90 to be paid in the last step).
If you choose to return at a pickup point, you have 3 days from when you receive the return label to leave your package.
Remember to always include in the package the delivery note that we will send you by email once your return has been confirmed, otherwise it will not be possible to carry out.
The amount will be paid using the payment method you have chosen and will be reflected within a maximum period of 15 business days on the card statement if it is a credit card, or in the account if it is a card debit, as well as PayPal.
Can I make a return in a physical store?
Yeah! You can leave your package in any of our stores so that our colleagues can send it to our facilities. Once received at our central facilities, we will make the requested refund without administration fees.
Do you have physical stores? Which one is closest to me?
Yeah! We currently have physical stores in various cities in Spain. Check the exact location in our store locator.
Where is my gift card?
You can find your gift card in your received emails or in the SMS on your mobile phone. If you can't find it, write to us at contacto@latiendadevalentina.com and we will resend it to you.
Where can I consult the size guide?
Each garment has different measurements. Therefore, when you are viewing a product sheet, select the Size guide option. A window will open with the exact measurements of that garment in each size.
What size are the models in the photos?
When you are viewing a product sheet, check the Description to read how tall and what size the models that appear in the photos of that garment are wearing.
Where is my order?
You can track the status of your order in MY ACCOUNT > MY ORDERS.
How can I pay for my order online?
We have several payment methods that you can choose to make your online purchase:
- Credit or debit card
- PayPal
- Cash on delivery
- Gift cards
- SeQura
You can find more information about payment methods in point 2.4)b of our Conditions of use.
Where do you ship to?
We ship to Spain (Peninsula, Balearic Islands and Canary Islands) and Portugal (Peninsula).
You can consult more information about shipping here.
What are the shipping times and costs?
- Peninsula: €3.90 (free on orders over €75), 24/72 business hours
- Balearic Islands: €5.90 (free on orders over €75) at €75), 48/72 working hours
- Canary Islands: €8.99, 8 days
- Portugal (Peninsula): €3.90 (free on orders over €75), 24/72 business hours
You can consult more information about shipping here.
What hours do physical stores have?
You can check the hours of each physical store in our store locator.
How do you know if a product is available in a physical store?
When you are viewing a product sheet, select the Availability in store option, choose the size you want to check and enter your zip code so we can show you the available units.
Keep in mind that this is the stock with which the store opened today, although it can change quickly. Garments cannot be reserved.
Can I combine orders?
Yes, you can combine several orders and only pay shipping costs once. To do this, send us an email to unificador@latiendadevalentina.com with the number of the orders you want to unify and that's it! We take care of it.
But you have to keep in mind that your orders will only be consolidated if the first one has not already been sent. So monitor the status of your order and always send the email within 24 hours after placing the first order.
IMPORTANT: shipping costs are reimbursed with a gift card.
IMPORTANT: Cash on delivery orders cannot be consolidated.
How do I apply a gift card or discount code?
During the payment process for an online order, there is a specific field so you can enter your gift card and/or your promotional code.
How I can cancel my order?
You can cancel your order before we ship it to you. To do this, write to us at contacto@latiendadevalentina.com with all the order information or call us at 965013397 a>.
If your order has already left our warehouse before we can respond to your request, you will have to return it when it arrives.