Refund policy
Return & Refund Policy
At Valmere, every pair leaves our workshop with a simple promise: if it is not right for you, we will make it right. Whether you ordered from Lisbon, London, Sydney or São Paulo, the same 30-day policy applies to you.
This policy applies to all purchases made on valmereandco.com. If you have any question at any point, write to us at support@valmereandco.com — a real person will answer.
01Your 30-day return window
You may request a return or an exchange for any reason within 30 days of the date your order was delivered (as recorded by the carrier’s tracking). This applies to every country we ship to.
Where local consumer law grants you a longer or different right (for example, the 14-day right of withdrawal in the European Union and the United Kingdom), that right remains fully in place alongside this policy. Nothing here limits your statutory rights.
02How to start a return or exchange
- Email support@valmereandco.com within the 30-day window with your order number, the item(s) you wish to return, and whether you would like a refund or an exchange.
- We will reply within 1–2 business days with a return authorisation and the correct return address for your region.
- Pack the shoes as described below and ship them within 14 days of receiving our instructions.
- Send us the tracking number so we can follow the parcel.
03Condition of returned items
Because we sell footwear that is made to be worn, we ask that you try your shoes on indoors, on a clean surface (carpet or rug), for the time needed to check the fit. To be accepted, a returned pair must be:
- Unworn — no creasing from walking, no scuffs, scratches or marks on the leather, and no wear on the soles or heels.
- In its original box, with all tags, dust bags, inserts and any accessories that came with it.
- Shipped inside an outer carton. The shoe box is part of the product; please do not use it as the shipping box or apply labels or tape directly to it.
If your order included a complimentary item (for example, a pair of cedar shoe trees), please return it together with the shoes. If the gift is not returned, its retail value may be deducted from the refund.
Items that arrive worn, damaged, altered, without their box, or outside the return window may be refused and sent back to you at your cost, or refunded at a reduced value at our discretion.
04Items that cannot be returned
The following are not eligible for return or exchange unless they arrive faulty:
- Products marked “Final Sale” or “Non-returnable” on the product page or at checkout.
- Shoe-care products (creams, polishes, brushes) that have been opened or used.
- Personalised or made-to-order items.
- Gift cards.
Faulty items are always covered — see section 07.
05Exchanges
We are happy to exchange for a different size or colour of the same model, subject to availability. Because our stock is limited and not restocked once sold out, an exchange may not always be possible; in that case we will offer a refund, or — if you prefer — a store credit that never expires.
To secure your size before it sells out, you are welcome to place a new order for the replacement pair right away and return the original for a refund.
We ship the exchanged pair as soon as we have received and inspected your return. Delivery times for exchanges follow the same estimates as a new order to your country.
06Refunds
Once your return arrives at our facility, we inspect it within 3 business days and email you the outcome. Approved refunds are issued to the original payment method.
| Payment method | Typical time to appear after we issue the refund |
|---|---|
| Credit / debit card | 5–10 business days, depending on your bank |
| PayPal / digital wallets | 1–3 business days |
| Bank transfer / local payment methods | Up to 10 business days |
What is refunded: the price you paid for the returned item(s), including any taxes charged by us at checkout.
What is not refunded: the original outbound shipping fee (if any was charged), return shipping costs, and any customs duties, import taxes or brokerage fees paid on delivery (see section 08).
Currency: refunds are issued in the currency and amount originally charged. If your bank or card issuer applied a currency conversion at the time of purchase, the amount that appears on your statement may differ slightly because of exchange-rate movements or bank fees. Valmere is not responsible for these differences.
If the original payment method is no longer valid (expired card, closed account), please tell us when you request the return so we can arrange an alternative.
07Faulty, damaged or incorrect items
If your shoes arrive damaged, with a manufacturing defect, or if you received the wrong item or size, contact us within 7 days of delivery at support@valmereandco.com with your order number and clear photos of the issue and the packaging.
In these cases we cover the return shipping, and you may choose between a replacement (subject to availability), a repair where appropriate, or a full refund including any original shipping costs and duties you paid. Genuine leather has natural variations in grain, colour and texture; these are characteristics of the material, not defects.
08Return shipping & international orders
Unless the item is faulty or we made a mistake, return shipping is at the customer’s expense. Where we are able to offer a prepaid return label for your country, its cost will be deducted from your refund and stated clearly before you confirm.
For orders shipped outside the country of dispatch:
- Please mark the parcel as “Returned goods — no commercial value” on the customs declaration so it is not taxed again on arrival. Our return instructions will include the exact wording to use.
- Customs duties, import VAT and brokerage fees charged by your country on the original delivery are collected by your local authorities, not by Valmere, and cannot be refunded by us. You may be able to reclaim them directly from your customs office; we will supply any documentation you need.
- Choose a tracked service and keep your receipt. We strongly recommend insuring parcels worth more than USD 75 / EUR 70 / GBP 60. Valmere is not responsible for returns that are lost or damaged in transit until they are signed for at our facility.
If you refuse delivery of an order, or it is returned to us because it was unclaimed or the address was incorrect, we will refund the order once it reaches us, minus the outbound shipping cost and any return-to-sender fees charged by the carrier.
09Late or missing refunds
If we have confirmed your refund and it has not appeared after the timeframes in section 06:
- Check your bank or card account again, including pending transactions.
- Contact your card issuer or payment provider — posting times vary and some banks show refunds only on the next statement.
- If it is still missing, email support@valmereandco.com with your order number and we will send you the refund reference (ARN) so your bank can trace it.
10Cancelling an order
We start preparing orders quickly. If you need to cancel or change an order, contact us as soon as possible; if it has not yet been dispatched we will cancel it and refund you in full. Once dispatched, the order follows the standard return process above.
Contact us
Valmere — AFS Digital LLC
2335 E Atlantic Blvd, Ste 200, Pompano Beach, FL 33062, United States
Website: valmereandco.com
Customer support: support@valmereandco.com
Support hours: Monday to Friday, 9:00–18:00 (CET). We aim to answer every message within one business day.
We may update this policy from time to time. The version published on our website at the time of your order is the one that applies to it.