Exchange only
We operate an exchange-only policy — we do not accept returns. If a piece is not right you can exchange it within 14 days of delivery. Here is the whole process, without the small print games.
You can request an exchange within 14 days of delivery. The garment must be unworn, unwashed and free of odours, with all tags attached and the original packaging intact.
Open the order from your orders page and choose Exchange product on the item you want to swap. You pick the replacement size or piece, tell us why, and we take it from there.
Swap for a different size of the same piece, or for another colourway or style of equal or different value. Availability is checked live — if the size you want is not in stock we will say so before you submit.
Exchange shipping is free once per order. A second exchange on the same order may carry a shipping charge.
If your replacement costs less than the original piece, the difference is returned to you through an offline/manual process along with the exchange order. It is not an instant online refund — our team settles it by hand, and you can follow the status from your account.
If your replacement costs more, we calculate the additional amount and collect it before the exchange is dispatched. The exact amount is always shown on the exchange summary before you confirm.
For hygiene and quality reasons, the following cannot be exchanged unless faulty:
If something arrives damaged, defective or simply is not what you ordered, contact us within 48 hours of delivery with photographs. We will arrange a free pickup and swap the piece at no cost to you.
THE_VALO does not offer a return option. Orders can be cancelled before they are dispatched, and a cancelled paid order is refunded to the original payment method.
Outside of a cancellation or a faulty piece, we exchange rather than refund — this keeps unsold stock out of landfill and our prices honest.
