Frequently Asked Questions
FAQ
Answers to the questions our customers ask most — shipping, returns, products, accounts, and payment.
Orders & Shipping
How much is shipping?
Standard shipping is free on every order.
How long will my order take?
Most orders are dispatched by our fulfillment partner within 1–3 business days. Delivery then takes about 5–12 business days in the United States and 10–20 business days internationally. These are estimates; carrier and customs delays can add a few days. See our Shipping Policy.
Where do orders ship from?
Most orders ship from our international fulfillment partners, so those parcels cross a border, including on the way to U.S. addresses. Items marked “Ships From: United States” on the product page ship from a warehouse in the United States. An order with several items may arrive in more than one parcel.
How will I know my order has shipped?
You will receive an email with a tracking link when your order is dispatched. Please allow up to 48 hours for the first tracking update.
Can I change or cancel my order?
Email support@valinoshop.com with your order number (#VS…) as soon as possible. Once an order has been dispatched it can no longer be changed.
Will I pay import duties?
Where duties or taxes apply and checkout shows them, they are included in what you pay. Where checkout does not show them, the destination country may charge them on delivery. Details are in our Shipping Policy.
Returns & Refunds
What is your return window?
You can return eligible items within 30 days of delivery for a full refund to your original payment method. Items must be unused and in original condition with their packaging. Final sale items, personalized pieces and gift cards cannot be returned unless they arrived damaged or incorrect.
How do I start a return?
Email support@valinoshop.com with your order number, the items you want to return and a photo of each. We reply within 24 hours with a prepaid return label (one free label per U.S. order) or return instructions for international orders.
What if my item arrives damaged or wrong?
Contact us within 48 hours of delivery with photos. We cover the shipping costs and send a replacement or a full refund, whichever you prefer.
When will I receive my refund?
We issue the refund within 7 business days of your return arriving. Cards usually show it in 5–10 business days; PayPal and Venmo in 1–5 business days.
Do you offer exchanges?
We handle an exchange as a return plus a new order: order the version or color you want, and we refund the original once its return is approved. See our Refund Policy.
Products
Will this fit my device?
Product pages list compatible models where relevant. If you are unsure, email us your device model and we will check for you.
Do you sell branded or designer products?
We do not sell designer or luxury brands, or copies of them. Most of our products are unbranded. Where a product carries the name of the company that makes it, we show that name so you know exactly what you are buying. We are an independent store and are not affiliated with any maker. Where a listing names a device (for example a case for iPhone), it is a compatible accessory, not a product made by that manufacturer.
Account & Login
Do I need an account to order?
No. You can check out as a guest. An account lets you see past orders and save addresses.
I forgot my password — what do I do?
Use the "Forgot password" link on the login page and we will email you a reset link.
Payment & Security
Which payment methods do you accept?
Credit and debit cards (Visa, Mastercard, American Express, Discover), Apple Pay and Google Pay, processed by Stripe; and PayPal and Venmo.
Is my payment information secure?
Yes. All traffic is encrypted and payments are handled by PCI-DSS compliant providers. Valinoshop never sees or stores full card numbers. Read more in our Privacy Policy.