FAQ
When can I reach customer service?
Our customer service hours are Monday–Friday, 9:00 a.m.–6:00 p.m. China Standard Time (UTC+8), excluding public holidays. You may email service@valnoril.com at any time; messages received outside those hours will be reviewed during the next service period.
How do I place an order?
Select a product and any available options, add it to your cart, and complete checkout. Review the item details, address, shipping charge, and total before paying.
Can I change or cancel an order?
Email service@valnoril.com as soon as possible with your order number. We will try to help while the order is still being prepared. Once dispatched, an order generally cannot be changed or cancelled; you may request a return after delivery under our Return Policy.
How will I track my parcel?
If tracking is available for your shipment, we will send the tracking details to the email address used at checkout after dispatch. Tracking events may take time to appear in the carrier's system.
Where do you deliver, and how much does shipping cost?
Available destinations, shipping services, and charges are shown at checkout for your address. See our Shipping Policy for more information.
How do I choose a piece or check its materials?
Read the relevant product description for its listed dimensions, finish, and material details. If you have an allergy or need a specific measurement, ask us before ordering; do not assume a piece is hypoallergenic unless its listing expressly says so.
Will the color look exactly like the photos?
We aim to present products accurately, but lighting and device displays can change how metal tones and stones appear. Minor visual differences may occur.
Can I return a purchase?
You may request a return within 30 days after delivery, subject to the eligibility conditions in our Return Policy. Contact service@valnoril.com before sending anything back.
What if an item arrives damaged or incorrect?
Contact us promptly with your order number and clear photographs of the item and packaging. We will review the issue and arrange an appropriate remedy in line with applicable law.
Which payment methods can I use?
The payment options available to you appear at checkout. They can differ by destination and device.