What This Procedure Covers

You may use this procedure to raise concerns relating to:

• An order or payment
• A damaged, faulty or incorrect product
• Delivery or tracking
• A return, exchange or refund
• Customer service
• Product descriptions or website information
• Privacy or personal-data handling
• Accessibility
• Any other aspect of your Valoria London experience

Before Making a Complaint

Many questions can be resolved quickly through our customer-support pages. You may find useful information in our:

• Frequently Asked Questions
• Shipping Policy
• Refund & Returns Policy
• Warranty Policy
• Jewellery Care Guide

You are still welcome to contact us directly if these pages do not resolve your concern.

How to Submit a Complaint

Please email our Customer Care team using the subject line Formal Complaint.

Email: support@valorialondon.com

Please include as much of the following information as possible:

• Your full name
• Your order number, where applicable
• The email address used during checkout
• The product name
• A clear description of what happened
• The outcome you are requesting
• Relevant dates
• Photographs, videos or supporting documents
• Details of any previous communication with us

Please do not send complete card numbers, account passwords or authentication codes.

Acknowledging Your Complaint

We aim to acknowledge formal complaints within 2 business days.

The acknowledgement may confirm that your complaint has been received and request any additional information needed to investigate it.

Business days are Monday to Friday, excluding UK public holidays.

How We Investigate

Depending on the nature of your complaint, we may review:

• Your order and payment records
• Dispatch and delivery information
• Product photographs or inspection evidence
• Previous correspondence
• Our applicable policies
• Information held by delivery or payment providers
• Relevant legal and consumer-rights requirements

We may contact you for clarification or additional evidence where reasonably necessary.

Our Response Time

We aim to provide a substantive response within 10 business days after receiving the information needed to investigate your complaint.

More complex matters may require additional time, particularly where we need information from a courier, payment provider, supplier or another third party.

If further time is required, we will aim to explain the reason and provide an updated expected response date.

Possible Outcomes

The appropriate resolution will depend on the circumstances and your legal rights. Possible outcomes may include:

• An explanation or clarification
• An apology
• Updated delivery or tracking assistance
• A repair or replacement
• A return or exchange
• A full or partial refund
• Correction of account or website information
• Another reasonable resolution

Any remedy offered will be subject to the facts of the complaint, our applicable policies and your statutory rights.

Damaged, Faulty or Misdescribed Products

If your complaint concerns a damaged, faulty or incorrect product, please provide clear photographs showing:

• The complete product
• The specific issue
• The fastening, chain, stone or component concerned
• The outer and inner packaging, where relevant

Please retain the product and its packaging while your complaint is being reviewed.

Nothing in this procedure limits your legal rights where goods are faulty, not as described or otherwise fail to meet applicable consumer standards.

Delivery Complaints

If your complaint concerns delivery, please include your tracking number and any information supplied by the carrier.

We may need to open an investigation with the delivery provider. Courier investigations can take additional time, and we will update you when new information becomes available.

Refund Complaints

Approved refunds are normally returned to the original payment method.

After Valoria London processes a refund, your bank or payment provider may need additional time to display it in your account.

Please provide the refund-confirmation date and payment method if you believe a refund is overdue.

Requesting a Review

If you are dissatisfied with our initial response, you may request a further internal review.

Please reply within 14 days of our response and explain:

• Which part of the decision you disagree with
• Why you believe the outcome should be reconsidered
• Any new evidence or information
• The resolution you are seeking

Where reasonably possible, the review will be handled by someone who was not primarily responsible for the first decision.

Final Response

After completing the review, we will provide our final response explaining:

• The outcome of the review
• The main reasons for the decision
• Any remedy or next step being offered
• Whether any further internal review is available

Alternative Dispute Resolution

Alternative Dispute Resolution, often called ADR, may provide a way to resolve certain disputes without going to court.

If a complaint remains unresolved after our internal procedure, we will provide any information about an applicable ADR provider that we are legally required to supply.

Valoria London should not state that it participates in a particular ADR scheme unless it has formally joined or is legally required to use that provider.

Independent Consumer Advice

Customers may seek independent information about consumer rights from an appropriate consumer-advice service.

Consumers may also consider dispute-resolution options where a matter cannot be resolved directly with a business. :contentReference[oaicite:1]{index=1}

Privacy Complaints

If your concern relates to personal information, please state Privacy Complaint in the subject line.

We will handle the concern in accordance with our Privacy Policy and applicable data-protection law.

Accessibility Complaints

If you experience an accessibility barrier, please explain the page, feature or content involved and the assistance or alternative format you require.

Please review our Accessibility Statement for further guidance.

Abusive or Unreasonable Conduct

We understand that complaints may involve frustration. We will treat customers respectfully and expect the same standard in return.

We may limit or end communication that contains threats, discrimination, harassment, repeated abusive language or excessive messages that prevent us from dealing with the underlying concern.

This will not prevent us from considering a genuine complaint or meeting our legal obligations.

Complaint Records

We may retain complaint correspondence and related records for customer service, legal, fraud-prevention and business-improvement purposes.

Personal information will be handled in accordance with our Privacy Policy.

Your Statutory Rights

This complaints procedure does not replace, exclude or limit any rights or remedies available under applicable consumer law.

Contact Us

Valoria London
Email: support@valorialondon.com
Subject line: Formal Complaint
Website: www.valorialondon.com