FAQ - Frequently Asked Questions
General
1. What is Vallée?
Vallée is a jewelry brand specializing in timeless and elegant designs. We offer high-quality pearl and fashion jewelry pieces that embody both classic and modern styles.
2. What materials does Vallée use?
Our jewelry is made of high-quality gold, silver or gold-plated material as well as genuine cultured pearls. Each piece is carefully crafted to meet the highest standards.
3. Where is the jewelry made?
Our jewelry is made in carefully selected factories that guarantee the highest quality standards.
Order
4. How can I order from Vallée?
You can easily order via our online shop. Simply select your favorite products, put them in your shopping cart and follow the ordering process.
5. Can I change my order later?
Changes are only possible as long as the order has not yet been dispatched. In this case, please contact us as soon as possible at info@my-vallee.com .
6. Is there a minimum order value?
No, there is no minimum order value at Vallée.
Shipment
7. How long does shipping take?
The delivery time is usually 2-4 working days within Germany and 2-8 working days within the EU
8. What are the shipping costs?
Germany: Free shipping for orders over 80 €, for orders under this value we charge 4.90 €.
EU: Free shipping for orders over 150 €, under that 16.00 €.
9. Can I track my order?
Yes, after shipping you will receive an email with your tracking number to track your order online.
Return and Cancellation
10. How can I return a product?
If you are not satisfied with your purchase, you can return the goods within 14 days of receipt. Please also note our cancellation policy .
11. Who bears the costs for return shipping?
The customer bears the costs of return shipping.
12. Can I return discounted items?
Reduced items are non-returnable.
13. How do I get my refund?
The refund will be made to the same payment method that was used to place the order. It usually takes 5-7 business days for the amount to be credited.
care instructions
14. How do I care for my jewelry?
Avoid contact with water, perfume and chemicals.
Store jewelry in a jewelry box or pouch to avoid scratches.
Clean the jewelry with a soft cloth to keep it shiny.
15. Can I swim or shower with my jewelry?
We recommend removing jewelry before showering, swimming or exercising to avoid discoloration and damage.
payment
16. Which payment methods are accepted?
We accept the following payment methods:
- credit card (Visa, Mastercard, American Express)
- PayPal
- Klarna (purchase on account, instant bank transfer)
- Apple Pay and Google Pay
- shop
- UnionPay
17. Is my payment secure?
Yes, we use SSL encryption and secure payment methods to protect your data.
customer support
18. How can I contact customer support?
Our team is available by email at info@my-vallee.com or by phone from Monday to Friday between 9:00 a.m. and 6:00 p.m.
19. Is there a customer account at Vallée?
Yes, you can create a customer account to manage your orders more easily and reorder more quickly.
20. Does Vallée offer gift wrapping?
No
Miscellaneous
21. Are there vouchers at Vallée?
Yes, we offer digital vouchers in various amounts (10, 25, 50 & 100 euros), which you can conveniently receive by email.
22. Are there discounts for new customers?
Yes, as a new customer you will receive a 10% welcome discount when you sign up for our newsletter .
23. Does Vallée support sustainable production?
Yes, sustainability is important to us. We pay attention to environmentally friendly processes and use durable materials. All of our jewelry is handmade in Germany.
