Terms & Conditions

TERMS & CONDITIONS

Thank you for choosing V’ALORA. Our collections are created for considered wardrobes and lasting style. These terms explain what to expect when shopping with us, from placing an order to receiving and caring for your piece. Please read them together with our Delivery Information, Returns & Exchanges and Privacy Policy. Your legal consumer rights always take priority where applicable.

1. SHOPPING WITH V’ALORA

V’ALORA is the trading name used for this online store. Throughout these terms, “we”, “our” and “us” refer to the business operating V’ALORA. “You” means a visitor or customer. Our website is powered by Shopify. If you need assistance with an order, you can reach us through our Contact page.

2. OUR COLLECTIONS

We make every effort to describe our coats and jackets clearly, including their materials, colours, sizes and finishing details. Please keep in mind that colours may appear differently across screens, and naturally sourced materials can show individual differences in texture, shade and density. These characteristics do not change your rights if an item is faulty or differs from its description. Contact us if you would like more information before ordering.

3. MADE-TO-ORDER PREPARATION

Every V’ALORA jacket is made after an order is placed. Depending on the design and type of fur, this typically takes an estimated 4–15 working days before delivery begins. Preparation and shipping are separate stages. Please note that made-to-order does not, by itself, remove a consumer’s right to cancel: any statutory exception for genuinely personalised or bespoke pieces applies only where the law permits it.

4. PLACING AN ORDER

Please check your selected style, colour, size and delivery details carefully before confirming your purchase. Prices and delivery charges payable to us will be displayed during checkout. If a product becomes unavailable or an error affects the price or details of an order, we will contact you and explain the available options. We will not increase an agreed price without your consent. We reserve the right to decline an order for legitimate reasons, including suspected fraud, subject to applicable law.

5. SECURE PAYMENTS

Payments are handled through the secure payment options presented at checkout. The relevant payment providers process payment information in accordance with their own security standards and privacy notices. V’ALORA does not ask customers to send full card details by email.

6. DELIVERY AND ORDER TRACKING

After preparation, delivery is estimated at 5–10 working days, although the time required may vary by destination. UK orders may receive an additional quality check and V’ALORA packaging before their final delivery. Tracking information is sent once your order begins its final journey to you. Delivery estimates are provided in good faith; if an order is delayed, your rights under applicable consumer law remain unchanged. Please see our Delivery Information page for full guidance.

7. ORDERS OUTSIDE THE UK

Depending on the destination and checkout arrangement, international deliveries may incur customs duties, import taxes or local handling charges. Where these are not included in the amount paid at checkout, the recipient may be required to pay them in accordance with local law. Customs clearance can also affect delivery times. Accurate recipient and address details help prevent unnecessary delays. If customs issues arise, please contact us so that we can explain the available steps and any applicable cancellation or refund rights.

8. CANCELLATIONS, RETURNS AND REFUNDS

We want you to feel confident in your V’ALORA purchase. Eligible UK online purchases generally carry a legal right to cancel within 14 days after delivery. You normally then have another 14 days to return the item. Certain genuinely personalised or bespoke goods may be exempt where the statutory conditions are met; a standard-size piece produced after purchase is not automatically exempt. Where cancellation rights apply, refunds are handled within the legally required timescales and include any eligible standard outbound delivery charge. We may wait until we receive the returned goods, or evidence that they have been sent back, before processing the refund. Direct return postage may be payable by you if this was explained in advance. Please read our Returns & Exchanges page for practical return instructions. Nothing in our policy restricts your rights in relation to faulty, damaged or misdescribed goods.

9. TAKING CARE OF YOUR PIECE

Our pieces may include natural fur, wool, cashmere or a combination of materials. Please refer to the care advice provided on the individual product page and the garment’s care label. Appropriate care helps preserve the shape and finish of your outerwear; however, care guidance does not alter your statutory rights.

10. PERSONAL INFORMATION

We use the information needed to manage orders, arrange delivery, respond to enquiries and operate our store. Shopify and other service providers may process information when providing checkout, payments and fulfilment services. For details about personal data, cookies and your rights, please refer to our Privacy Policy.

11. USING OUR WEBSITE

Our photography, written content and V’ALORA branding are protected where applicable by intellectual property rights. Please do not reproduce or commercially use them without permission unless permitted by law. You must not interfere with the security or operation of our website.

12. EXTERNAL SERVICES

Some payment, delivery and other features are offered by independent providers. Their own terms may apply when you use their services. These arrangements do not remove V’ALORA’s legal responsibilities to you as the seller.

13. UPDATES TO THESE TERMS

From time to time, we may revise these terms to reflect changes in our services, operations or applicable law. The latest version will appear on this page. Updates will not retrospectively take away rights that already apply to an accepted order.

14. APPLICABLE LAW

These terms are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply in your place of residence. Consumers retain any rights to bring proceedings in courts permitted by applicable law.

15. WE’RE HERE TO HELP

If you have questions about your order or these terms, please contact V’ALORA through the Contact page on our website. We’ll be happy to assist.