Order Questions

1. How do I place an order?
If the shop is open and the items are in stock, you can add them to your cart and go to our checkout area at the top of the page. Once you are happy with your selected items, feel free to fill in your correct shipping details and pay with your preferred online payment method.

2. Is it safe to shop from the VALKOREY online store?
Your security is important to us. VALKOREY is a legitimate registered company, and we only offer secure payment methods known to Shopify. Your address is only used to ship your orders.

3. I entered the wrong shipping address. What should I do?
If your order has not been shipped yet, you can contact us in order to request an address change. Please include both your order number and the address you would like us to have your order shipped to in your email.

4. Can I combine multiple orders into one shipment?
Due to our small team and logistics, it is not possible to combine multiple orders into one shipment to cut the shipping costs.

5. Will I receive an order confirmation?
Yes, order confirmations are sent to your email.

6. Can I change or cancel my order after it has been placed?
If you need to change or cancel your order, please contact us as soon as possible after placing it.If your order has not yet been packed or shipped, we will do our best to accommodate your request.

However, once an order has been packed, dispatched, or handed over to the shipping carrier, we are unable to make changes or cancel it.

7. Why was my order canceled?
Although we make every effort to fulfill every order, there are situations where an order may need to be canceled. This may happen for several reasons, including:

● The item you ordered unexpectedly became unavailable.
● We were unable to process your payment.
● The shipping address provided was incomplete or invalid.
● We were unable to contact you regarding an issue with your order.
● The order was flagged for suspected fraudulent or unauthorized activity.

If your order is canceled, any payment that was successfully received will be refunded using the original payment method. The time it takes for the refund to appear in your account depends on your payment provider or bank.

8. Something is wrong with my arrived order; what do I do?
Sorry about that! Maybe Banshito flew through a storm. Items can get damaged during shipping. If your order has damaged or missing items upon arrival, please contact us with an image of the items you received and the shipping label within 14 days of delivery.

9. How do I know if an item is damaged?
Some items may have imperfections that leave you uncertain whether it is damaged. Items may have a minor imperfection such as a bit of dust from our studio or a fingerprint, as all of our products require a human to make or ship them.

To correctly label an item as damaged, please see our “Imperfections guide,” which is available once the shop is live.

10. What is your return/refund policy?
The VALKOREY Team is obligated by law to offer a full product refund for orders for up to 14 days after the customer has received them.

● Refund, return, and exchange items must be in original & unused/undamaged
condition with original packaging and/or tags. Return items that do not meet these
qualifications will not be accepted.
● A refund will only be given after the items have been returned to us, The VALKOREY Team, and have been checked for their condition.
● We do not cover the shipping costs for return items, nor do we refund shipping costs for orders that were processed and shipped correctly by The VALKOREY Team.
● Customers who need an item refunded/returned or exchanged must provide a valid tracking number to us, The VALKOREY Team, to verify that the package has been turned over to the post office.
● We will not accept re-shipping or refund requests if the package was returned due to personal reasons (such as refusal to accept, unclear address, incorrect shipping information, etc.), or was delivered but the delivery time did not meet expectations. We also do not accept refund requests if you refuse to pay customs duties resulting in customs clearance failure.

Items bought at live events such as conventions are only eligible for returns and refunds at the event itself and not online. If returned at the event, the item must be in original, unopened, and unused/undamaged condition with original packaging and/or tags. Return items that do not meet these qualifications will not be accepted.

11. How do I request a refund?
You can request a refund by contacting us through our website contact information.

12. Which payment methods do you accept?
Visa, PayPal, Mastercard, Maestro, Klarna, iDeal/Wero, Shop Pay, Google Pay, Apple Pay, MobilePay, Union Pay, American Express, BLIK, Bancontact.
You can also see all accepted payment methods listed on our product pages.

13. Is my payment information secure?
All payments are processed through Shopify's secure checkout using industry-standard encryption technology. We do not have access to or store your full credit card or payment details on our website.

14. Can I pay in my local currency?
Yes. At checkout, you can pay in your local currency as it will be configured automatically.

Shipping Questions

15. How long until my package is shipped?
Orders are processed within 2–7 business days. During busy periods, processing times may be slightly longer. Most orders are shipped within 1–3 business days after processing is complete. The items are shipped from the Netherlands.

16. Which countries do you NOT ship to?
We do not ship to countries that are experiencing war or severe instability.
Here is our current list of countries we do not ship to:
- Afghanistan
- Belarus
- Haiti
- Iran
- North Korea
- Russia
- Somalia
- Sudan
- South Sudan
- Syria
- Ukraine
- Yemen

17. Which shipping addresses are NOT supported?
Military (APO/FPO/DPO) addresses and incomplete or incorrect shipping information may lead to delivery failure, and our after-sales service will not be available.

18. How much does shipping cost?
Shipping costs are calculated based on several factors, including your delivery destination, the size and weight of your order, and the available shipping method. You can view the exact shipping cost by adding your items to the cart and entering your shipping address during checkout.

Please note that international customers may also be responsible for customs duties, import taxes, or other fees charged by their country's customs authorities. These charges are not
included in our shipping rates and are the responsibility of the recipient.

19. How long will shipping take?
● Netherlands: 1–3 business days
● Europe: 3–10 business days
● United Kingdom: 4–10 business days
● United States: 1–3 weeks
● Canada: 1–4 weeks
● Australia & New Zealand: 2–5 weeks
● Asia: 2–6 weeks
● Africa & South America: 3–8 weeks

Please note that these are estimated delivery times. Customs processing, local postal services, holidays, weather conditions, and other unforeseen circumstances may occasionally result in longer delivery times.

20. What if my shipment is delayed or has not arrived on time?
Please contact your local post office when encountering shipping delays. They will be most qualified to help you locate your package!

21. I think my package is lost, what do I do?
If your order is missing, please contact us through the shop contact information; include the number of your order and any other information that might be of importance.

If your order has a tracking number and a "delivered" status, but you haven't received it, please check if your post office isn't holding it for you or if a neighbor received it by mistake.

If it's marked as "delivered", unfortunately there isn't much we can do as this should be handled by the carrier.

22. Will my package be opened by customs?
We always seal our packages with tape.
"We do not expect your package to be opened by customs, but if it is, we hope they do not mess up our carefully thought-out layout and ruin the unpacking experience." ~ Banshito