Where do you ship to and is it free? 

We ship to the UK and worldwide via express mail for FREE! 

How do you ship my package?

For UK orders, we ship via DHL or Royal Mail 24-hours.

For Australia orders, we ship via Australia Post Express.

For Canada orders, we ship via UPS.

For destinations in Europe and Asia, we ship via DHL, UPS, Aramex or Hong Kong Post Express. 

What about shipping taxes? 

If the shipping address is in a country with shipping taxes and duties, our general policy is that the customer pays for these taxes since our packages may be shipped from overseas warehouses. However, if a tax is applied, please reach out to us and we can work out a way to have these refunded to you if your order is over a certain amount.

How long does it take to ship? 

We work hard to ensure all orders are personalised within 24 hours and reach our customer's hands within 3-4 days - anywhere in the world.

However, due to circumstances beyond our control, these shipping times may vary. Please note that we always provide a tracking number to you so that you can confidently track your order as it makes its way to you. 

Why isn't my shipping status updating?

Once we email you a tracking number, you can be rest assured that the package has been handed over to our couriers and is making its way to you. If you haven't seen your shipping status update (i.e. it says "delivery status not available"), give it 1-2 more days and the status should update with delivery set to be made very, very shortly after. We have been informed that usually these errors are just a system delay but it will update and correct itself.

If your tracking update says “We can’t confirm the status of your item. Please check again tomorrow”, this means that we’ve shipped your package from our overseas office because your product wasn’t available in our UK office. Royal Mail won’t update their tracking until it passes through UK customs. We can confirm your tracking information is correct. This should update in a few days and the package will be with you shortly. If the package still hasn’t arrived within 7-10 days, please reach out to us and we’ll look at making this right by you immediately.

Sometimes, a package from us may be randomly selected for a customs check. If the status hasn’t updated in 5 days, it’s likely that the package was randomly selected for a customs check which could take from 7-14 calendar days. If there’s still no movement after 14 days, let us know and we’ll have a new replacement package sent out to you.

If you're still concerned about your shipping status not updating, just reach out to us via email, contact form or live chat, and we'll make it right for you!

How can I cancel my order?

Once your place your order, our team immediately gets working on preparing and personalising your order. Due to the amount of personalisation that goes into each order, we don't accept order cancellations but we will accept order amendments such as choosing a different size or colour as long as the order hasn't been shipped out yet. To amend your order, just reach out to us via our contact form or at textme@valerieconstance.co.uk

What is your refund and return policy? 

We only offer a free replacement and exchange due to a faulty product or a customisation mistake made by us. We do not offer returns and refunds. Replacements can be requested within 30 days of purchase date. For mistakes made by the customer, such as sizing or wrong customisation details, we provide replacements if the customer covers the cost of shipping, which is a flat rate of $20. Please email us at textme@valerieconstance.co.uk and we will arrange and advise of next steps. For other issues, please email us and we’ll be sure  to resolve the issue for you. Your positive experience means everything to us.

How do I setup a replacement or exchange? 

Email us at textme@valerieconstance.co.uk and we will arrange and advise of next steps.