FREQUENTLY ASKED QUESTIONS
I have spilt something on my VALK, it has now left a stain, how do I fix it?
To extend the life of your leather, use a leather conditioner when treating it. Always test a small area before you apply the conditioner to the entire product. Sometimes you can use a clean pink eraser and that should get rid of spots on most leather.
Also, avoid extreme temperatures.If you accidentally spill water on your leather, do not use a hairdryer to dry it out.
As this will retract the moisture and cause it to crack. Instead, absorb as much of the water as possible with a microfiber cloth.
Allow your product to air dry. Use a damp cloth to wipe oil stains, if the stain persists, rub some baby powder onto the stain & use an old toothbrush to spread it.
Oily stains are the worst, so make sure your hands are clean when handling the bag. Do not use alcohol to clean the bag is this may discolor or damage the leather. Keep your leather away from chunky jewelry, sharp objects & surfaces.
I have ordered the IPad Organiser Large, but I would rather like the Small instead, what is the process that needs to happen in order to exchange?
Please email firstname.lastname@example.org and explain what you would like to exchange. In the case of a price difference in the bags, we will send you a new invoice or bank details in the case of a refund. Exchanges are subject to availability as most of the products are made to order.
My Apron’s buckle has broken, do you offer repairs?
Yes. We offer repairs to any manufacturing defects. Please get in touch with us at email@example.com. We will let you know when your bag has been repaired and ready for collection. Depending on how bad the damage is, it may take up to two weeks to be ready for collection.
I am unable to pay online via your website, what other payment methods do you offer?
If you are having problems with processing payment online, please email firstname.lastname@example.org including the details of your purchase and we will send you an invoice. Please attach your Proof of Payment to the same email thread.
Once we receive proof of payment, we can dispatch your order.
I am a retail wholesaler, and we would like to purchase VALK products to resell. Do you have a wholesale price list that you can send me?
Please contact us at email@example.com for more information.
Do you offer customization?
Yes! However, it will take up to three weeks as the product needs to be in deconstructed panel form in order to send it to the embossers.
An additional fee & minimum order quantity applies per product for custom embossing and a quote will be provided.
Corporate: We can emboss your logo or company name on your corporate order VALK Products. Visit our customer order page too see what products we offer customization for
Please contact firstname.lastname@example.org for any enquiries and Quotes.
Do you offer international refunds & exchanges?
Unfortunately, we are not able to offer returns or exchanges on international orders at this time. We do however offer a 1 Year warranty on all of our products, meaning even if your bag was an international order and there is a manufacturing defect, we will be able to assist you.
How long will my refund take?
We aim to process all refunds within 2 weeks. We will let you know via email when we've processed your return and issued a refund to the payment method used to place the order.
If you haven't received a refund into your account after 14 days then you would need to contact your bank to check the status of your refund.
Can I cancel my order?
We aim to process orders as quickly as possible and for this reason once you've placed an order with us it cannot be cancelled or amended.
If an item(s) is no longer required please send the item(s) back to us in line with our returns policy.
What do I do if my order has arrived damaged/faulty?
In the case of this rare occasion, please contact us as soon as you receive your order.
We would need the following information to provide you with the best solution.
- Order number
- Details & images of the damage
- Images of the damages/faulty item
- Images of the inner/outer packaging used to protect the item
My order has arrived and it's missing an item(s)
Please contact us as soon as you receive your order. We will need the following information to provide the best solution.
- Order number
- Details of missing items
- Images of the damages/faulty item
- Images of the inner/outer packaging
My order hasn't arrived
Once your order is processed, we send out a tracking number. If the date of your delivery has passed & you haven’t received your item, please contact us as soon as possible to help you resolve the issue.
How do I place an order?
Placing an order with us is simple- all you need is an email address, contact number & delivery address.
You can then proceed to order using the different payment option we offer.In the case that you would like to place a custom order or use a different payment method from the one we offer, you can get in touch with is and we can arrange for you to complete your order.
How are orders packaged?
At VALK, we work closely with our packaging provider & courier to ensure that we sufficiently protect your items during transit.We are also working towards a greener packaging to reduce the number of damages and offsets to the environment. Stay tuned!
What are my delivery options?
We have a range of delivery options available; please click here to find out more.
Can I provide additional delivery instructions?
Yes! When placing your order there is a cart note on the delivery page. You may type in any additional delivery instructions that you require.
Haven't heard from your delivery company yet?
On rare occasions you might not hear from the courier, if this happens we recommend tracking your parcel via the dispatch email we sent you. In the case that the issue is not resolved, please contact us at email@example.com so that we can track the order for you.
What happens if your delivery partner loses my parcel?
This rarely happens but if this situation does arise then please contact us at firstname.lastname@example.org and we can investigate this for you.
Where do you ship to?
Please see here for a list of the countries we currently ship to.