Returns & exchanges

We want every piece to feel right. If it does not, this page explains how to return an online order and how statutory rights apply.

Your 14-day withdrawal right

You may withdraw from an online purchase without giving a reason within 14 days from the day you, or a person nominated by you, receives the goods. If one order arrives in separate deliveries, the period begins when the final item is received.

To exercise this right, tell us clearly before the 14-day period ends. Start a request from your account order history where available, or email info@valesa.lt with your order number and the items you wish to return.

Preparing your return

After notifying us, send the goods back within 14 days. Items should be handled only as needed to inspect their nature, characteristics and fit. Return them clean, unworn beyond fitting, with labels and any hygiene seals intact, and with the original accessories or packaging where reasonably possible.

For health and hygiene reasons, sealed goods that are not suitable for return may be excluded from the withdrawal right once their protective seal has been removed. This can apply to certain lingerie or intimate items. A statutory exception is applied only where the nature and seal of the specific item support it.

Return shipping

Unless the item is faulty, damaged or different from what you ordered, you are responsible for the direct cost and safe carriage of the return. Please use a trackable service and keep proof of dispatch. Contact us before sending anything so we can confirm the correct return address.

Refunds

We refund eligible payments, including the cost of our least expensive standard delivery option, within 14 days after receiving your withdrawal notice. We may withhold the refund until the goods are returned or you provide evidence that they were sent, whichever happens first. Additional delivery costs chosen above standard delivery are not refundable.

Refunds are made to the original payment method unless another method is expressly agreed. We may reduce the refund only for loss in value caused by handling beyond what is necessary to inspect the goods.

Exchanges and faulty goods

For a different size or style, contact us so we can confirm availability. Where a direct exchange is not available, return the original item and place a new order.

The withdrawal policy does not limit your legal rights when goods are faulty, damaged or not as described. Email info@valesa.lt with your order number, a description and photographs where useful, and we will review the appropriate repair, replacement, price reduction or refund remedy.