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FAQ
SHOPPING
How Do I Shop At Valnue.com?
To place an order, follow these steps:
Select the product(s) you want to purchase and click on the "Add to Cart" button.
After reviewing the quantity and price of the items in your cart, click on the "Complete Purchase" button.
Enter your registered email address and password.
Once you've completed your member login by entering your email address and password, choose your payment method, complete the payment step, and confirm your order.
The website includes technical steps that indicate essential stages for the establishment of the contract. These steps involve selecting the goods and services, entering delivery and payment information, and confirming the order.
How Can I Cancel My Order?
Orders in the "Shipped" status cannot be canceled during the delivery stage. For orders with the "Shipped" status, you can return the package to the shipping company without opening the product box.
Please note that you can initiate the return of your order on the same day it was received.
What Is A Pre-Order And How Does It Work?
A pre-order is a reservation for an item that is not yet available for sale but will be in the near future. An estimated delivery date is provided for each pre-order item on the product page.
If your order includes both currently available and pre-order items, the products will be dispatched at two different times. However, you will be charged only once for the shipping fees.
You will receive a confirmation email as soon as the package is shipped.
Please note that the purchase of pre-order items can only be made with a Credit Card.
How Can Errors In Data Entry Or Quantity of Ordered Products Be Checked Before Completing The Order?
Before placing the order, technical tools such as retrieving and modifying the summary order form are provided to identify and correct errors in your data entry in a clear and understandable manner.
MY ACCOUNT
How To Become A Member?
Click on the "Sign Up" text in the top right corner of the website. After entering the required information such as name, surname, email, and password, your membership will be completed.
What Should I Pay Attention To When Signing Up?
Make sure that the email address you use for registration is up-to-date. Information related to your orders and communication that we may establish with you in necessary cases will be provided through this channel.
You need to create a password that fully secures your membership.
How Can I Complete The Activation Process?
To complete the activation process, simply enter the required information (name, surname, email, and password) in the "Sign Up" section.
PAYMENT
What Payments Does VALNUE Accept?
We accept Visa, MasterCard, and American Express credit card payments.
How Can I Choose The Currency I Pay In?
The default currency of valnue.com is EUR. However, please complete your payment in TRY currency. Prices are subject to change based on the exchange rates applicable at the date of payment.
Is Valnue.com Safe For Shopping?
All transactions on valnue.com are secure. VALNUE is safeguarded with SSL technology encryption system to protect personal and payment data. This is evidenced by the 'https' URL prefix and the lock symbol displayed in the browser's address bar.
SHIPPING & DELIVERY
Is Shipping Charged At Valnue.com?
You can view the shipping company that will deliver your order in the shipping section. The shipping fee for the products you purchase through our website is paid by the buyer, and shipping is free for purchases of €300 and above.
Does Delivery Have to Be Only To The Specified Address?
All shipments made through our website are delivered to the address specified during the order process. It is not possible to deliver goods directly from the courier's branch.
In the event that the recipient is not at the address, a second delivery attempt is made to the specified address. If there is a request to change the delivery address, the necessary procedures can be completed by contacting the sales representatives. However, the recipient's name cannot be changed.All shipments made through our website are delivered to the address specified during the order process. It is strictly prohibited to deliver goods directly from the courier’s branch.
Can Delivery And Billing Addresses Be Different?
During the purchase process, you have the option to enter different delivery and billing addresses as needed.
When Will My Order Arrive?
The delivery time for your orders begins upon receipt of payment confirmation and dispatches once the products are sourced from the supplier. Domestic delivery times by shipping companies typically range from 1 to 5 days.
Processing Orders Outside Business Hours and Weekends:
Since our business hours are from 09:00 to 18:00, orders placed outside these hours will be processed on the next business day, starting with the beginning of business hours.
If My Order Cannot Reach Me, Will It Be Canceled?
It is crucial to accurately record your phone numbers when registering for membership and entering your address information. In the event that we cannot establish contact with you for security reasons, your order will be canceled, and a refund will be processed.
RETURNS & EXCHANGES
What Is VALNUE's Return Policy?
Customers can return items within 14 days for any reason. The product must be preserved in its original packaging, returned in its entirety with all packaging materials, and without any physical damage. Additionally, all original and duplicate copies of the invoice must be sent together with the products.
For goods with protective elements opened after delivery (such as packaging, tape, seal, or package), as well as for contracts related to the delivery of items like underwear and earrings, not suitable for return due to health and hygiene reasons.
To request a return, customers can create a return request through the "Create A Return" page on the website. A "Return Form" will be sent via email with all necessary information.
VALNUE will provide the shipping label for the return parcel, and the return shipping, customs fees, and duties will be at VALNUE's expense. Customers are required to verify that they have accurately completed and included all necessary documentation for Customs clearance.
It's important to note that VALNUE cannot be held responsible for parcels detained at Customs due to lacking or insufficient documentation. Therefore, customers are encouraged to consult with local authorities to ensure that all required documents are sufficient.
When Will I Get My Refund?
What Is VALNUE's Exchange Policy?
According to our company policy, we do offer exchanges. Orders can be exchanged for different colors and sizes, subject to stock availability. However, please note that all items in the Sale section are non-refundable. Additionally, any item(s) marked as Final Sale are not eligible for refunds, store credit, or exchange.
For more detailed information on the exchange process and to initiate an exchange, please refer to the "Returns and Exchanges" section on our official website. If you have any specific questions or concerns, our customer support team is here to assist you. We appreciate your understanding and thank you for choosing VALNUE.
DATA SECURITY & PRIVACY
How Is Data Security And Privacy At Valnue.com?
Our entire system is web-based, we send data known as "cookies" to visitors' web browsers for seamless recognition and swift verification of data security. These cookies, stored on visitors' computers/phones, are regularly updated at specific intervals to ensure optimal system performance. This practice allows us to enhance the user experience and maintain the highest standards of data security. If you have any concerns or questions about our use of cookies, please refer to our Privacy Policy or contact us for more information.
Data Security: For the personal data processed during the membership and ordering process, we have implemented all necessary administrative and technical measures. This information will be stored in accordance with the highest electronic and physical security standards. Access to this data will be restricted to authorized personnel only, and in mandatory situations, user consent will be obtained to access the information. Our system operates within the framework of current national and international regulations to ensure the utmost security and compliance.
Is The Contract Established Regarding Electronic Commerce Stored In Electronic Medium?
In accordance with Article 20/1 of the Distance Contracts Regulation, "The seller or provider must keep information and documents related to each transaction regarding the right of withdrawal, information, delivery, and other obligations regulated under this Regulation for three years." Contracts established within this scope are stored in our systems for this period. The Distance Sales Agreement related to electronic commerce can be accessed during the payment stage, one of the order steps.