Frequently Asked Questions

Shipping, Returns & Exchanges

+ Where do you ship to and is it free?

We ship worldwide via express mail for FREE!
2-day shipping and same day processing is available for $45.

+ How do you ship my package?

For US orders, we ship via FedEx or USPS Priority.
For United Kingdom orders, we ship via Royal Mail 24-hours.
For Australia orders, we ship via Australia Post Express.
For Canada orders, we ship via UPS.

For destinations in Europe and Asia, we ship via DHL, UPS, Aramex or Hong Kong Post Express.

+ What about shipping taxes?

If the shipping address is in a country with shipping taxes and duties, our general policy is that the customer pays for these taxes. However, if you are charged customs or shipping taxes, please reach out to us and we can work out a way to have the amount refunded to you especially if your order is over a certain amount.

+ How long does it take to ship?

We work hard to ensure all orders are personalized within 1-2 working days. After your order is personalized and handed to our couriers, the package would reach you within 3 to 4 working days - anywhere in the world.

Please note that we do not process orders on weekends. Also, due to circumstances beyond our control, these shipping times may vary. Please note that we always provide a tracking number to you so that you can confidently track your order as it makes its way to you.

+ Why isn't my shipping status updating?

If you haven't seen your shipping status update (i.e. it says "delivery status not available" or "USPS awaiting item"), give it 1-2 more days and the status should update with delivery set to be made very, very shortly after. We have been informed that usually these errors are just a system delay but it will update and correct itself.

If your shipping status says "Departed shipping partner facility, USPS awaiting item", "Pre-shipment, USPS awaiting item" or "Processed at facility" for longer than 5 days, this means that your package is in transit but it's undergoing a random customs check. This doesn't happen often but if it does, packages usually clear within 7 to 10 business days. If the package hasn't updated or moved after 10 business days of this status, reach out to us by Live Chat or email and we will follow this up and send a replacement package immediately.

If you're still concerned about other shipping issues, just reach out to us via Live Chat, or our contact form, and we'll make it right for you!

+ Where is my tracking number?

All our packages are handed over to a logistics company who then distributes them to different couriers such as FedEx, UPS, and USPS. After your packages are handed over, we mark your order as shipped. Once the logistics company has obtained tracking numbers, these numbers are automatically emailed to you. Please note that tracking numbers could take 24-48 hours to be emailed to you but you can be assured that your package is already in transit!

+ How can I cancel my order?

Once your place your order, our team immediately gets working on preparing and personalizing your order. Due to the amount of personalization that goes into each order, we don't accept order cancellations but we will accept order amendments such as choosing a different size or color, as long as the order hasn't been shipped out yet. To amend your order, just reach out to us via our contact form or at textme@valerieconstance.com

+ What is your refund and return policy?

We only offer a free replacement and exchange due to a faulty product or a customization mistake made by us. We do not offer returns and refunds. Replacements can be requested within 30 days of purchase date. For mistakes made by the customer, such as sizing or wrong customization details, we provide replacements if the customer covers the cost of shipping, which is a flat rate of $20. Please email us at textme@valerieconstance.com and we will arrange and advise of next steps. For other issues, please email us and we’ll be sure to resolve the issue for you. Your positive experience means everything to us.

+ How do I setup a replacement or exchange?

Email us at textme@valerieconstance.com and we will arrange and advise of next steps.

Orders

+ What currency can I pay in?

We only accept US dollars at this stage.

+ I can't seem to complete my order because my credit card isn't going through. What can I do?

Just reach out to us at textme@valerieconstance.com
Let us know which products you'd like and how you'd like them to be personalized (initials/name/foil color). We'll be able to send a personalized PayPal invoice directly to you and you'll be able to make payment that way!

+ I want to gift the perfect gift and I would like to have a handwritten gift note with my order. How can I get this made for me?

When you reach the checkout page, you'll be able to select to have a handwritten gift note with your order.

+ I'm having trouble customizing my order. What can I do?

Note that any personalization details (i.e. initials to monogram) will be inputted by you after you press the 'ADD TO CART' button on the product page.

If you are having issues, email us at textme@valerieconstance.com to let us know what issue you're having and we'll work to resolve it for you immediately.

+ How do I amend my order?

We do try and fulfil every order as quickly as possible as we know our customers can't wait to have their order in their hands! However, if you would like to amend your order, please email us immediately at textme@valerieconstance.com and if your order hasn't been shipped out yet, we will amend it.

+ What's the status of my order?

You will be notified as soon as your order has been shipped out. Every order we ship out will be provided with a tracking number.

If you are having trouble tracking your order, just email us at textme@valerieconstance.com and we will do everything we can to assist.

+ I'm interested in placing a much, much larger order (i.e. bulk). What do I do?

We are never going to frown at a bulk order! :) Just contact us at textme@valerieconstance.com and we will arrange the specifics of the bulk order with you.