Delivery & Returns

Delivery

COVID-19 delivery update

Due to the COVID-19 situation, delivery times will be a little longer than usual.

Royal Mail Tracked Delivery with Signature

All our parcels are sent by 48 hour tracked service with Royal Mail. Our delivery cost is £4.99 to allow for guaranteed safe and secure delivery. 

Free Local Delivery

We offer a free local delivery service within a 10 mile radius of our Poole Store. Once this service is selected we will contact you regarding a time which suits you best to deliver. 

Click & Collect

We offer a free click and collect service at our store located in the Dolphin Centre, Poole. 

Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. They must be carefully repackaged with tissue paper separating each foot. You’ll also need the receipt or proof of purchase. Once we have received and checked returned items, we will process your refund as quickly as possible. 

Please email valentina-shoes@hotmail.com if you wish to return an item. We have two return services available:

Free Returns to our Poole Store.

Online purchases can be returned free of charge, within 14 days to our Poole store. Refunds will not be processed in the store but will be processed in the same way as all online returns. 

Returns by Post

If you wish to return by post, this will be at your own cost. We recommend that a traceable delivery service is used, and the items are sent at your own risk. Please return to:

31 Dolphin Centre

Poole, Dorset

Bh15 1SS

Exceptions / non-returnable items 

Certain types of items cannot be returned, like socks & hats. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.