Shipping and Returns Policy

Shipping Policy

At Valora, we strive to ensure a transparent and efficient shipping process. Below, we provide details of our shipping policy, in compliance with Portuguese and European Union regulations:

1. Processing Time

Orders are processed within 1-3 business days after payment confirmation.
Orders placed on weekends or holidays will be processed on the next business day.

2. Shipping Costs

Shipping costs vary depending on destination, weight and package size.
The exact amount will be calculated and displayed during checkout.
For orders over €50, we offer free shipping to Portugal.

3. Delivery Times

Mainland Portugal: Estimated delivery in 2-5 working days.
Madeira and Azores: Estimated delivery in 5-10 business days.
International Shipping: Delivery times vary depending on the destination and will be informed at checkout.

4. Tracking Information

All orders include a tracking number, which will be emailed to you once your order has been dispatched.

5. Taxes and Fees

All prices include VAT at the applicable rate.
For international orders, customs fees, import taxes or other additional charges may apply and will be the responsibility of the customer.

6. Delivery Problems

If your order is delayed or lost, please contact our support team within 14 days of the estimated delivery date.
We are not responsible for delays caused by events beyond our control, such as strikes or natural disasters.

7. Returns and Undelivered Orders

If an order is returned due to an incorrect address or failed pickup, the customer may be responsible for additional shipping costs.
Please see our Returns and Exchanges Policy for more information on refunds and replacements.

8. Compliance with Portuguese Law

We comply with Decree-Law No. 24/2014, ensuring total transparency in shipping costs and delivery times.
Customers in Portugal have the right to cancel an order within 14 days of receipt, in accordance with the Right of Free Resolution.

For any questions or concerns, please contact us:

Email: Valorashopoficial@gmail.com
Phone: 919-167-167

Valora values your trust and works to offer the best products and services.

Returns and Exchanges Policy

At Valora, we work to ensure that you have an excellent shopping experience and that you are satisfied with our premium products. Below, we detail our returns and exchanges policy, prepared in accordance with Portuguese laws, including Decree-Law No. 24/2014.

1. Right of Free Cancellation
In accordance with Portuguese law, you have the right to cancel your purchase within 14 calendar days after receiving the product, without needing to justify the reason.

To exercise this right, simply send us an email to valorashopoficial@gmail.com or fill out the return form available on our website.

2. Conditions for Returns
For the return to be accepted:
The product must be intact, without signs of use, and in its original packaging, with all accessories and labels.

Items such as fragrances and gourmet teas will only be accepted if they are in perfect condition and sealed, due to their nature.

Products that have been opened or damaged due to misuse cannot be returned or exchanged.

3. Return Process
Notification: Contact us within 14 days of receiving the product.

Shipping: After approval, send the product to the indicated address, assuming the shipping costs (except in cases of our error or defect in the product).

Refund: Once we receive and inspect the product, we will process the refund within 14 business days using the same payment method used.

4. Exchanges
If you wish to exchange your product, we accept requests within 14 days of receipt, as long as the product is in perfect condition and in the original packaging.

Exchanges for items of a different value will be adjusted, with a refund or additional charge as necessary.

5. Defective or Damaged Products
If you receive a defective or damaged product, send us an email immediately to [insert email], attaching photos and a description of the problem.

We offer the following options:

Replacement of the product, at no additional cost.

Full refund, including shipping costs.

6. Exceptions to the Right of Free Withdrawal
Personalized or custom-made products are not eligible for returns.

Fragrances and gourmet teas that have been opened or have their seals broken cannot be returned for hygiene and safety reasons.

7. Return Costs
If the return is caused by our error (incorrect or defective product), the shipping costs will be covered by us.

For returns due to change of mind or other reasons, the shipping costs are the responsibility of the customer.

8. Return Instructions
Send us an email to lilacomserv@gmail.com or fill out the return form on our website.

Wait for our approval before sending the product.

Send the product to the indicated address, using a trackable shipping method.

9. Refunds
Refunds will be processed using the same payment method used, within a maximum period of 14 days after receipt and verification of the returned product.

10. Contact
For any complaints, please contact lila:
L.I.L.A COMÉRCIO E SERVIÇOS UNIPESSOAL LDA
Tax ID No. 518 397 432
lilacomserv@gmail.com

We are committed to offering premium products, such as exclusive fragrances and high-quality gourmet teas, and we want to ensure your complete satisfaction. Count on us for any need!

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