We know the most exciting part of ordering jewellery is waiting for it to arrive.

As soon as your order is dispatched, we’ll send you a shipping confirmation with your tracking details so you can follow its journey.

If your tracking hasn’t updated for 3 business days, don’t worry — occasional carrier delays can happen.

Before contacting us, please have your order number and registered email address ready so we can assist you quickly.

Tip: Please also check your spam or promotions folder if you haven’t received your shipping email.

If you’ve just placed your order and noticed something you’d like to change, contact us as soon as possible.

We’ll always try to help before the order enters processing or dispatch.

Once an order has been packed or shipped, however, we may no longer be able to change the:

• Shipping address
• Product or size
• Quantity
• Payment method
• Order cancellation

For the fastest assistance, send us your order number and the exact change you need.

Please note that cancellation requests are subject to our Cancellation Policy.

Valenza Luxe does not accept returns or exchanges for change of mind. If your jewellery arrives damaged, defective, incorrect, or materially different from the product ordered, please contact us with your order details and supporting photographs. Eligible cases will be reviewed and handled in accordance with our Return, Exchange & Refund Policy.

“For hygiene and product-integrity reasons, pierced jewellery, customised or personalised pieces, and items that have been worn, altered or damaged after delivery are not accepted for change-of-mind returns. This does not affect your rights where a product is defective, incorrect, damaged in transit, spurious or materially misdescribed.”

• “A little care can help your Valenza Luxe jewellery retain its beauty for longer.”

We recommend removing your jewellery before:

• Showering or swimming
• Sleeping
• Exercising
• Applying perfume, lotion or hairspray
• Using household chemicals

After wearing it, gently wipe the jewellery with a soft, dry cloth and store each piece separately in a dry jewellery pouch or box.

• “Sterling silver may naturally tarnish over time when exposed to air, moisture and certain chemicals. This is a normal characteristic of silver and can usually be restored with appropriate care and polishing.”

Treat your jewellery gently, and it will continue to be part of your favourite moments for years to come.

We’d love to help, and giving us the right information means we can usually resolve your query much faster.

If your question is about an existing order, please include:

Order Number:
Name used on the order:
Registered email address:
Product name:
Your question or issue:

If relevant, please also attach clear photos.

• “Our customer care team normally responds within 2 business days.”

Before sending your message, we recommend checking the FAQs above as your answer may already be waiting for you.

Still need us? Send us a message below and our team will take it from there.

“Each Valenza Luxe piece is thoughtfully crafted using materials selected to complement its design and character. Depending on the piece, this may include 925 sterling silver, refined plated finishes, cubic zirconia, gemstones and other carefully selected decorative elements. As material composition varies across our collections, the exact metal, finish, stones and specifications are listed in the Product Details section of each product page.”

Please contact us as soon as possible and, where reasonably possible, within 24 hours of delivery. Share your order number, a description of the issue, clear photographs of the jewellery and packaging, and an unedited unboxing video where available. Please retain the original packaging and shipping label while we review your case.