FAQs

Ordering

Do I need an account to order?
No. You can check out as a guest, or create an account to see your order history.

Can I change or cancel my order?
Yes. Before your order is dispatched, email support@valaros.shop and we will change or cancel it. After delivery, you can still cancel for any reason within 14 days, and you can return items within 30 days. See our Refund Policy.

How can I check my order status?
Your dispatch email includes tracking details. You can also view your orders by signing in to your account.

Delivery

Where do you deliver?
To UK addresses only: England, Scotland, Wales and Northern Ireland.

How much does delivery cost?
UK delivery is free. It is applied automatically at checkout.

How long does delivery take?
1–2 business days to process your order, plus 3–5 business days in transit: usually 4–7 business days in total.

Returns and refunds

What is your returns policy?
You can return an item within 30 days of delivery. Please email us first for a return authorisation. Full details are in our Refund Policy.

Who pays for return postage?
We do if an item is faulty, damaged or incorrect. For change-of-mind returns, you pay the return postage.

When will I get my refund?
Within 14 days of us receiving the item back, or of you giving us proof that you have sent it, whichever is earlier. Refunds go to your original payment method.

My item arrived damaged. What should I do?
Email support@valaros.shop as soon as possible, ideally within 7 days of delivery, with photos of the item and packaging. Your rights under the Consumer Rights Act 2015 are not affected.

The pieces

Why does my piece look slightly different from the photo?
Every piece is carved and finished by hand, so small variations in wood grain, colour and detail are normal.

How do I care for my piece?
Dust with a soft, dry cloth, and keep it away from direct heat, damp and prolonged direct sunlight.

Payment

How can I pay?
You can pay with any of the payment methods shown at checkout. Payments are processed through Shopify’s secure checkout. Payment details are encrypted, and we do not store full card details.