FAQs

Why haven't I received my confirmation email?

A confirmation email is sent automatically after each order. If you have not received it, it may be for the following reasons:

- The email is in your spam box

- The email address entered when ordering is not correct. In this case, contact us, we will correct it with the correct email address.

My item has still not arrived, is this normal?

We ship your orders within 48 hours (Saturday, Sunday and public holidays not included). All our orders are subject to a period of handling and bank authorizations before being dispatched.

Once your order has been dispatched, you will receive it within 7 to 8 calendar days.

All of our products are shipped free of charge.

My order is indicated as delivered but I have not received anything

It can be:

- La Poste which mistakenly indicated a delivery. You just have to wait 2 days on average to see that the package has been delivered to your home. Otherwise, you can go to the post office to pick it up.

- Your neighbors who received the order for you.

- Your caretaker who received the package for you.

You have 7 days to notify us if a package is indicated as delivered but you have not received it. Beyond this period, we will not be able to consider the package as stolen or lost.

I ordered two products, but only received one...what's going on?

We work with several carefully selected suppliers, so we have products that are not stored in the same warehouses, some products may be shipped separately. Don't worry, it's completely normal for you to receive one a few days before the other.

The status of my order has not changed for several days

My order has been forwarded to you

This happens when La Poste was unable to deliver to you due to an address error. In this case, please send us your full address, as well as the name appearing on the mailbox for redirection.

I have a problem with a product received

You therefore have 7 days after receipt of the package to notify us. Please contact us using the contact form on our site, explaining the problem. We will act accordingly.

Do you deliver to a relay point?

Unfortunately, we do not currently have an agreement with Point Relais for the delivery of our orders.

What is the deadline for making an exchange or a return?

You have 14 calendar days from receipt of the product to make a return, and request an exchange or a credit note. Please contact us in advance via the contact form, we will explain the procedure to follow.

How is the return going?

For each return or exchange, please:

- Contact us via the contact form

- Make your return by letter followed only, and carefully keep your tracking number

- Imperatively attach to your package your full contact details (surname, first name, postal address, e-mail address, telephone number, as well as your order number )

The return of the product remains your responsibility, the door costs incurred are neither covered nor reimbursed, but we will reship one or more new products free of charge.

Valentine Swim cannot be held responsible in the event of loss or theft by La Poste of your exchange or return. The tracking number prevails.

I want to become a partner

We are continually looking for personalities to share our products. Do not hesitate to contact us, and become the next ambassador of our brand.

By becoming our ambassador, or ambassador:

- You will appear regularly on our social networks, on our website as well

- You will receive a preview of our products for free

- The choice of partnerships is made by selection

- We will give you a promo code to share with your community on your social networks

You can contact us via our Instagram @valentineswim_off or by email at contact@valentine-swim.com

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