faqs

1. Do I need to create an account to place an order?

No, you can check out without creating an account.  However, we do encourage you to create an account to take advantage of the following features:

  • Save your shopping cart and addresses
  • Easily track your orders with records of previous purchases
  • Manage your account details and order history, and view the status of your orders

2. What happens when an item is sold out?

Our Fall/Winter 2018 collection has limited stock and will not be replenished once sold out.  

3. What if I have questions about a product?

Please e-mail info@valnoir.com with the subject line of your inquiry, or you may fill out our contact form found on the "Contact" section of our website.  Questions will be answered in the order they are received, please allow up to five business days for a reply.  

4. How do I figure out my sizing?

Please refer to our sizing chart for the measurements of the garments per size.  

5. Where and how will my order be shipped? 

We aim to deliver internationally wherever UPS is able to, if you are having issues or your country is not able to be delivered to for any reason, please e-mail us at info@valnoir.com and we will advise if your country is going to be on our list for  shipping destinations in the future.  Please review our shipping & returns section for more details. 

6. How do I place a return?

Firstly, please ensure all item(s) are in original condition and all tags are intact before placing your return within 15-days of purchase, otherwise we can not accept it.  You (the customer) is the importer of record and will comply with all regulations and laws of the country of destination.  Orders shipped outside of the U.S. may be subject to import customs duties, taxes and fees levied by the country of destination.  The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country.  Additional charges for customs clearance must be paid by the recipient as we have no control over these charges, nor can we estimate what they may be.  

Customs policies vary depending on the country, you should contact your local customs office for more information.  When customs clearance procedures are necessary, it may cause delays beyond our original delivery estimates.

If above criteria is met, please contact our Customer Care at info@valnoir.com for a Return Authorization number and a return label will be e-mailed to you with instructions.

7. How do I search for a product? 

Click the magnifying glass icon on the upper right corner next to the shopping cart icon, and enter the keyword of your search query.

8. Which forms of payment do you accept?

We accept all major credit cards including Visa, MasterCard, Discover and American Express.  We also accept payments through PayPal.   

9. How do I know you have received my order?

We will e-mail you to confirm we have received your order, and are processing it. Once your order has been shipped, we will send you another e-mail with tracking details and an electronic invoice.

10. How long does it generally take to process an order?

It takes 1-2 business days for us to process an order (prior to shipping it).  As soon as your order ships, the estimated time of arrival will be determined by your selected shipping method and UPS's guidelines for delivery.