Please read the shipping time under each individual product listing for accurate processing and shipping times. International shipping varies by country.

- Ready-to-ship items will ship separately from Pre-Order items.

Please do not email us about the status of your order if it's still within the processing and shipping time window. We will reach out to you if your order is experiencing any further delays.

DUE TO SHIPPING COURIER STAFF SHORTAGES YOU MIGHT EXPERIENCE SOME DELAYS IN YOUR ORDER BEING PROCESSED AND DELIVERED. Please be patient with us while we get out orders as quickly as possible.

Route is a shipping insurance company that covers packages that are lost, stolen, or damaged in transit. They ensure that customers get what they paid for, and allow for easy reordering with one simple click. When purchased at checkout, Route will send you a separate email with more details on how to track your package and file a claim.

You can review their policies here to understand which lost, stolen, and damaged items Route will cover.

If you purchased Route Package Protection with your order, then you are covered!

- If you experienced an issue with your order, you can file a claim with Route’s team here.

If you have not purchased Route Package Protection, then we are not responsible for lost or stolen packages.
 

- If your order tracking says "Delivered" and you still have not received your package, you should contact the shipping provider immediately. They should be able to locate your package for you. If they cannot, a claim needs to be filed with them as soon as possible.

We are not responsible for incorrect addresses.

- If you have put in the wrong address at checkout and your package is sent back to us, you will have to cover the fees to reship the order.

EXCHANGES:

We accept domestic exchanges under these conditions:

  • You must contact us within 7 days of your order delivery date.
  • We can only accept 1 exchange per order.
  • We do NOT accept exchanges on panties or swimwear bottoms.
  • We will only accept an exchange for the same style in a different size, unless it's sold out.
  • We do not cover exchange shipping fees.
  • All items must be in their original unworn condition with all tags and packaging.

Please make sure to contact us within 7 days of your order delivery date if you'd like to start an exchange.

We are unable to accommodate international exchanges at this time.

RETURNS:

  • If you purchased Route, then you are covered! Click here to learn more about what Route covers and how they can help. You can file a claim with Route’s team here if you qualify.
  • If you did not purchase Route, we can only accept returns for reasons of our fault (i.e. wrong size sent, damages, etc.) on unworn items with original tags and packaging. Please contact us within 7 days of receiving your package. Otherwise, we do not accept returns.
  • We are unable to accommodate any international returns at this time.

CANCELLATIONS:

We do not accept order cancellations. However, you're able to sell or trade sizes on Valentina's discord server! If you have a Discord account, all you need to do is log in and click the following invite link to join: https://discord.com/invite/zTpzWG6Dv6.

We do combine orders and ship items all together when possible to reduce our shipping carbon footprint. Items that are on pre-order will not be combined with your ready-to-ship orders.

If the order is too big to fit in one shipment, we will split it into multiple shipments.

Custom packaging is per shipping address and is while supplies lasts.

Yes!  Duties and Taxes will now be listed at checkout under your shipping cost, so there is no surprise bill when your order goes through customs.

If you are looking for an item that is sold out, chances are it won't be restocked. Almost all items are EXCLUSIVE LIMITED QUANTITY styles. You can always contact us to see if we will be restocking any specific items. 

Need help with something else? Contact us here.