Cancelling Before Dispatch

To request a cancellation before your order has been dispatched, email our Customer Care team immediately:

Email: support@valorialondon.com

Please include:

• Your full name
• Your order number
• The email address used during checkout
• A clear request to cancel the order

A cancellation request is not confirmed until you receive written confirmation from Valoria London.

If Your Order Is Already Being Prepared

Orders may enter preparation shortly after they are placed. Once processing has begun, it may no longer be possible to change:

• The products ordered
• The delivery service
• The delivery address
• Discount codes
• Gift messages or packaging selections

Where a requested change cannot be made, the order may continue to dispatch and you may need to use the applicable returns process after delivery.

If Your Order Has Already Been Dispatched

Once an order has been handed to the delivery carrier, we cannot normally recall or redirect it.

After receiving the parcel, you may request a return in accordance with your statutory cancellation rights and our Refund & Returns Policy .

Please do not refuse delivery unless our Customer Care team specifically advises you to do so. Refused parcels can take longer to return and process.

Your Right to Cancel an Online Purchase

For most eligible online purchases, UK consumers may notify us that they wish to cancel from the date the order is placed until 14 days after the day on which the goods are received.

After notifying us of the cancellation, the goods must normally be returned within a further 14 days.

You do not need to provide a reason when exercising an applicable statutory cancellation right.

How to Exercise Your Cancellation Right

To cancel an eligible order, send us a clear statement confirming your decision to cancel.

You may contact us by email and include:

• Your name
• Your order number
• Your delivery address
• The items you wish to cancel
• The date the order was placed or received

Email: support@valorialondon.com

Cancellation Form

You may copy and send the optional form below, although you are not required to use it:

Items That May Not Be Eligible for Cancellation

The statutory right to cancel may not apply to certain products, including:

• Jewellery made to your individual specifications
• Personalised or engraved jewellery
• Products altered specifically at your request
• Other products excluded under applicable consumer law

Faulty or misdescribed products remain subject to your statutory consumer rights, even where the general cancellation right does not apply.

Condition of Returned Jewellery

You may inspect an eligible product as you reasonably would in a physical shop. However, you should not wear or handle it beyond what is necessary to establish its nature, characteristics and suitability.

Returned jewellery should be securely packaged and include its original presentation materials, accessories and documentation where reasonably possible.

We may reduce a refund where legally permitted if the value of an item has been diminished through unnecessary handling.

Returning a Cancelled Order

Please wait for return instructions before sending jewellery back to us.

Unless the product is faulty, incorrect or damaged because of our error, you will normally be responsible for the direct cost of returning it.

We recommend using a tracked and adequately insured delivery service. Keep your postage receipt until your return and refund have been completed.

Cancellation Refunds

Where a cancellation is valid, we will refund the eligible amount to the original payment method.

This will normally include the price of the cancelled goods and, where required by law, the cost of the least expensive standard delivery method offered for the order.

Additional amounts paid for express or premium delivery may not be refundable beyond the cost of standard delivery.

Refund Timing

Refunds will be issued within the period required by applicable law. For returned goods, we may wait until:

• We receive the goods back; or
• You provide evidence that the goods have been returned

After we issue a refund, your bank or payment provider may require additional time to display the funds in your account.

Promotional and Multi-Item Orders

If cancelling or returning part of a promotional order causes the remaining order to no longer qualify for a discount, gift or delivery promotion, the refund may be adjusted where this was clearly stated in the promotional terms.

Any complimentary product supplied as part of a qualifying promotion may also need to be returned.

Cancellations by Valoria London

We may cancel an order where:

• A product is unavailable
• Payment cannot be authorised
• Customer or delivery information cannot be verified
• We reasonably suspect fraud or unauthorised payment activity
• A pricing or product-listing error has occurred
• We cannot deliver to the address provided
• Purchase limits or promotional conditions have been breached

If we cancel an order after payment has been collected, the appropriate amount will be refunded to the original payment method.

Your Statutory Rights

Nothing in this policy excludes or limits the rights available to you under applicable UK consumer law.

Need Help?

For cancellation, order-change or return assistance, contact our Customer Care team:

Valoria London
Email: support@valorialondon.com
Website: www.valorialondon.com