FAQs

Order confirmation

After we have received your order, you will receive an automated order confirmation, where all the information concerning your order will be listed once again. Please make sure to also check your spam folder, since automated mails as such can often be found there.

No order confirmation received

If you have not received an order confirmation from us and no debit has taken place for the selected payment method, your order has not been recorded properly. In such cases, please contact our customer service (shop@valwen.eu).

If you have not received an order confirmation from us, then we have not received your order properly. Please check your spam folder, often the order confirmation can land there as well.

Refund of the already deducted amount

With some payment methods, it may happen that the purchase amount is deducted or earmarked ahead of time without an order having been received. In such cases, the corresponding purchase amount will be automatically refunded by our payment partner within 10 business days. We ask for your understanding that we cannot speed up this procedure, as this is an automated process. Please place a new order to ensure you receive your jewelry.

Provided, the same mail address was used, you can add a guest order to your customer account. To do this, log in to your customer account. Under "orders", the guest order can be added by specifying the relevant order number.

Payment is possible by credit card (Visa and MasterCard), PayPal, PayPal Express, Amazon Pay or a voucher. For orders from Austria and Germany we also offer the payment options via immediate transfer or direct debit (Klarna). We ask for your understanding that a purchase on account is not possible.

    

All of our jewelry is lovingly packed by hand and put in either small cardboard boxes or colorful gift bags. We ask for your understanding that unfortunately, a separate, individual gift packaging is not possible.

An order can be returned within 14 days from the date of order. The jewelry must be in faultless and unworn condition for a return to be eligible. This means we can only accept a return if the security seal* has not been removed from the goods. We ask for your understanding that goods that do not meet the return conditions will be send back to you.

* Provided, the design allows it, our jewelry is security sealed prior to shipment. This is not applicable to hoops, open rings and ear cuffs.

Damaged jewelry does not comply with our return policy. Therefore, in case of a complaint, we ask you to contact our customer service (shop@valwen.eu) as soon as possible including pictures and the order number. We will inform you about the further procedure by mail.

You have the option to cancel your purchase within 30 days from the date of order without providing any reason.

In order to cancel your purchase, the following requirements must be met:

• The return takes place within the return period
• Jewelry must be in a faultless and unworn condition
• Jewelry must be with an intact security seal (if applicable)*

If this is not the case, please understand that we cannot make a refund and the jewelry will be returned to you.

If you have any reason to complain or claim your order, please contact our customer service including the order number and pictures of the jewelry pieces (shop@valwen.eu).

* Provided, the design allows it, our jewelry is security sealed prior to shipment. This is not applicable to hoops, open rings and ear cuffs.

Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum.

Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsu

Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum.

Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum.

Our packages usually leave our Vienna premises within 24 hours (on weekdays). The delivery takes roughly 2-5 business days. However, we ask for your understanding that we have no influence over the actual delivery time, considering this is in the hands of our shipping partner. If there is high frequency, there also may be delays (especially in November/December). Express shipping is not possible.

Shipping Costs

• Austria: € 6 free shipping over € 30* (Österreichische Post)
• EU: € 15 free shipping over € 60* (Österreichische Post, delivery through DHL)
• USA: € 20 free shipping over € 60* (DHL Express)
• all other countries(Australia, Belgium, United Arab Emirates, United Kingdom, Czech Republic, Denmark, Finland, France, South Korea, Netherlands, Hong Kong Special Administrative Region of China, Ireland, Spain, Israel, Sweden, Switzerland, Italy, Japan, Canada, Malaysia, Norway, Poland, Portugal, Singapore and New Zealand): € 20, free shipping over € 60* (DHL Express)

*Standard shipping costs will be retained if the value of the returned goods falls below € 100.

After we have handed over your shipment to our shipping partner, you will receive a shipping confirmation including a tracking link, which you can use to track your package. Please note that it may take several hours for all data to be synchronized by the shipping partner. If the status of your package does not change for several days, please contact our customer service (shop@valwen.eu)

If a shipment is "electronically announced", then it has already been properly recorded and is currently on its way to the first distribution center. This is also where the first scan by the shipping partner takes place there and where the shipping status is being updated.
If the status of your package does not change for several days, please contact our customer service (shop@valwen.eu).

If you have not received your order within 2-5 business days (within Austria), please check the tracking link. Often it may be that your package has been deposited at a pick-up station.

However, if the status of your shipment has not updated for several days, our customer service (shop@valwen.eu) can initiate an investigation with the shipping partner for you.

Investigation with the shipping partner

During an investigation, the entire situation of your shipment will be reviewed again, but unfortunately, experience shows that these processes can take some time. As soon as we have a final result, we will inform you immediately about your options and any further procedures.

If your package is classified as a loss, we will of course refund the full purchase amount to your original payment method. Unfortunately, reshipping the order is not possible due to system technical reasons, so we ask you to place your order again.

All shipments sent by VALWEN are generally insured against theft and accident damages. This insurance cover expires as soon as you have obtained your package or it has been handed over by a drop-off permit or as part of a contactless delivery.

Damage in transit – damaged cardboard box and content

If your package arrived in a damaged condition, this damage must be reported to the shipping partner immediately. For this purpose, please contact us via E-Mail or WhatsApp Customer Service on our Website (including pictures of outer cardboard box, individual packages as well as content) along with the invoice that was sent to you by mail. We will take care of all further steps for you.

ATTENTION: In order to be eligible for a compensation, a declaration of damages must be made to the shipping partner within 7 days.

Damage to individual pieces of jewelry

If the shipping box and jewelry packages are fine, but only individual pieces of jewelry are damaged, please contact our customer service including pictures and the order number (shop@valwen.eu). We will inform you about the further procedure by mail.

Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum.

Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum.

VOUCHERS

You can buy and redeem your VALWEN voucher in our online store. 

DISCOUNTS

A discount is only redeemable once and exclusively in our online store as the last step of your order under “apply discount code“.

Our vouchers can be redeemed for an unlimited period of time. In case of loss, we ask for your understanding that we cannot offer a replacement.

The amount to be paid will be deducted from the balance of your voucher. No cash payment of the total amount or the remaining balance is possible. If the balance on the voucher card is not sufficient, the rest of the amount can be paid with another payment method. 

REDEEMING IN THE ONLINE STORE

For payment in our online store, you will need the gift card code. You can find this code right next to the barcode on the gift card, or in the PDF document of the e-gift card.

You can access your remaining credit directly in your account. To do this, log in with your customer account. Under "My account" and "Vouchers" you can enter the gift card code. This code is located directly next to the barcode.

Otherwise, our customer service will be happy to give you information about your remaining balance. Here, you will also need the code of your gift card.

Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum.

Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum.

Our customer service is available from Monday to Friday (with the exception of legal, Austrian holidays).

You have forgotten your password? Enter the user login section, click on forgot password.
After submitting your entered data you will receive the link for a new password by mail. Please note that this link is only valid for a certain period of time.

The newsletter can be canceled at any time by clicking on the corresponding link in the newsletter.

You can purchase VALWEN jewelry exclusively through our online store.

For this purpose, please send a short and informal request, from the e-mail address used in the customer account, to (shop@valwen.eu). We will delete your data immediately.

Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum.

Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum.