Terms of service
Terms & Conditions — House of Valerie Ltd
Last updated: June 2026
Welcome to House of Valerie
We're delighted to have you here. These Terms and Conditions ("Terms") explain how we operate our website, app, and services, and outline your rights and responsibilities when shopping with House of Valerie Ltd.
Our goal is to make your experience transparent, enjoyable, and secure, from browsing and purchasing to delivery and returns. Please take a moment to read these Terms carefully, as they form a legally binding agreement between you ("the customer") and House of Valerie Ltd ("we", "us", or "our").
By using our website or app, or by placing an order with us, you agree to these Terms in full. If you have any questions, our customer service team is always happy to help.
1. Use of Website & App
Our website and mobile app are provided for personal, non-commercial use only. We strive to ensure all information is accurate and current, but we cannot guarantee the site or app will always be error-free, uninterrupted, or compatible with all devices.
By using our website or app, you agree not to engage in fraudulent, abusive, or unlawful activity, or attempt to copy, reverse-engineer, or interfere with the site or app's functionality. We reserve the right to update product information, pricing, and content at any time.
2. Mobile App Use
The House of Valerie App mirrors our website and offers the same shopping and account features. By downloading or using the app, you agree that your app account is linked to your online account and shares the same data and preferences; updates may automatically install to maintain performance and security; and House of Valerie is not responsible for mobile data costs, app store fees, or compatibility issues with your device. Use of the app is governed by these Terms, our Privacy & Cookie Policy, and the app store's respective terms of service.
3. Prices, Currency & VAT
All prices displayed on our website are shown by default in pounds sterling (GBP) and include UK VAT at the current rate where applicable. For convenience, our website may also display prices in other currencies based on your location or selected preference.
United Kingdom
Orders delivered to UK addresses include VAT at the current UK rate. The total price shown at checkout reflects the full amount payable, including VAT and shipping where applicable.
European Union
For orders delivered within the EU, local VAT rates are automatically applied at checkout based on the delivery destination. All EU orders are shipped on a Delivered Duties Paid (DDP) basis, meaning the price at checkout includes all local VAT, import duties, and taxes, with no additional fees payable upon delivery.
United States
All orders delivered to the United States are shipped on a Delivered Duties Paid (DDP) basis. Import duties and tariffs are calculated automatically at checkout based on your order contents, country of origin of the goods, and current US customs tariff schedules. The amount is shown as a separate line item before you confirm your order, and nothing further is payable upon delivery. We ship via Royal Mail International Tracked (delivered by USPS), which typically attracts lower duty rates than express courier services. Free shipping is available on US orders over $499; standard shipping rates apply to orders below this threshold.
Important: non-refundable duties: Import duties and tariffs collected at checkout for US orders are non-refundable by House of Valerie. This is because Royal Mail, USPS, and US Customs & Border Protection do not currently provide a refund mechanism that we as the sending retailer can initiate. If you believe you are entitled to a duty refund, for example, if your order is returned, you may be able to apply directly to US Customs & Border Protection. We are happy to provide all supporting documentation required for such a claim. Please contact us at sales@houseofvalerie.com with your order number and details.
Rest of World (Non-UK, Non-EU, Non-US)
Orders delivered outside the UK, EU, and United States are shipped on a Delivered At Place (DAP) basis. Prices shown do not include UK VAT, and customers may be required to pay import duties, local taxes, or customs fees when the parcel arrives in their country. These charges are determined by local customs authorities and are the customer's responsibility. House of Valerie is not liable for any additional import-related costs. Where possible, estimated duties and taxes may be displayed at checkout for transparency, but these are for guidance only and may differ from actual charges applied by local customs.
Currencies
All orders are processed and charged in GBP (£) unless otherwise stated at checkout. Displayed prices in other currencies are approximate and based on current exchange rates. Your payment provider may apply its own exchange rate and/or international transaction fee. House of Valerie is not responsible for currency fluctuations or conversion costs.
4. Pre-Loved & Second-Hand Items
House of Valerie sells both new and pre-loved (second-hand) items. All pre-loved items are carefully inspected and described as accurately as possible. Minor signs of wear or age are normal and do not constitute a defect. Product images and descriptions aim to represent condition faithfully, but slight variations may occur due to lighting or screen differences. Pre-loved items follow the same return policy as new items unless otherwise stated. All pre-loved pieces are authentic, verified, and quality-checked before sale.
5. Placing an Order
When you place an order, you are making an offer to purchase items at the listed price, subject to these Terms. You will receive an order acknowledgment email confirming receipt, but this does not constitute acceptance of your order. Your order is only accepted once items are confirmed in stock and payment authorisation is received. House of Valerie reserves the right to decline or cancel any order due to stock unavailability, payment failure or authorisation issues, or pricing or product description errors.
6. Payment
We accept Visa, Mastercard, debit cards, PayPal, and other payment methods displayed at checkout. By placing an order, you confirm that you are the authorised cardholder or account holder, that payment details are valid and accurate, and that full payment will be made upon order processing. If payment is declined, House of Valerie is not responsible for delivery delays or cancellations. We may cancel any order suspected of fraud or irregular activity.
7. Delivery
Delivery options, estimated times, and costs are listed on our Delivery page. Delivery times are estimates and may vary by destination, carrier, or customs processing. Risk transfers to you once goods are delivered to the address provided. We are not liable for delays caused by customs clearance or carrier disruptions. Free shipping is available on US orders over $499 (see Section 3).
8. International Orders
House of Valerie ships worldwide. International customers are responsible for ensuring compliance with local import laws. EU orders are shipped DDP, duties and VAT are prepaid at checkout. US orders are shipped DDP, import duties and tariffs are calculated and collected at checkout, with nothing further payable on delivery; please note that US duties are non-refundable by House of Valerie (see Section 3 for full details and your rights regarding direct claims to US Customs). All other international destinations are shipped DAP, customers are responsible for any import duties, taxes, or customs fees charged by their local authority upon arrival, and House of Valerie is not liable for customs-related delays, additional charges, or refusals.
9. Returns & Exchanges
Customer satisfaction is our priority. If you're not completely satisfied with your order, you may return it under the following conditions.
9.1 Return Period
Items must be returned within 14 days of receipt, including your original order number inside the parcel.
9.2 UK Returns
UK customers may request a £4.99 pre-paid return label via their customer account. The £4.99 fee will be deducted from your refund when processed. Alternatively, you may arrange your own return at your own cost.
9.3 International Returns
International customers must arrange their own returns at their own cost. All parcels and customs declarations must be clearly marked as "Returned Goods" to avoid import duties being charged to us on receipt. Failure to follow this may result in deductions from your refund for any import charges we incur.
9.4 Return Conditions
Items must be unworn, unwashed, and in perfect condition, with all tags attached and in original packaging. Earrings, underwear, and swimwear are non-returnable unless faulty. Late returns may be accepted at our discretion for a credit note only.
9.5 Refunds
Refunds will be made to the original payment method, minus any shipping, return-label, duty, or tax costs that are non-recoverable. Refunds are processed once items are received and inspected by our returns team.
Please note: import duties and tariffs paid at checkout for US orders are non-refundable by House of Valerie, regardless of whether an order is subsequently returned. This is a limitation imposed by the Royal Mail, USPS, and US Customs systems and is not within our control. Customers who have returned an order and wish to reclaim duty paid may apply directly to US Customs & Border Protection, please contact us and we will provide all documentation required to support your claim.
Your statutory rights remain unaffected by these Terms.
10. Rejected Parcels & Return Shipping Fees
If you refuse delivery for any reason, including unpaid customs or taxes for DAP shipments, and the carrier returns the parcel to us, return shipping fees will be deducted from your refund. The original outbound shipping fee is non-refundable. Return shipping fees are determined by the carrier and are typically equal to the outbound cost, but may be up to 50% higher depending on route and handling. House of Valerie cannot control or alter these fees. For US orders, any import duties paid at checkout will not be refunded in the event of a refused or returned parcel, as these are non-refundable via the retailer.
If the issue arose due to our error (for example, an incorrect address or documentation), we will issue a full refund including shipping. Please contact us before refusing delivery so we can assist with customs or carrier issues.
11. Rewards Scheme
House of Valerie operates a customer rewards scheme for registered customers. Reward points have no cash value and cannot be exchanged for money. Points are non-transferable and redeemable only by the registered account holder. Points earned on refunded or cancelled orders will be deducted. House of Valerie reserves the right to modify, suspend, or cancel the programme or individual accounts without notice. Full details can be found on our Rewards page.
12. Passing of Property & Risk
Ownership of goods remains with House of Valerie until full payment has been received. Risk passes to you upon delivery to the address provided. If a refund is issued, ownership reverts immediately to House of Valerie.
13. Liability & Indemnity
To the maximum extent permitted by law, House of Valerie and its affiliates shall not be liable for any direct, indirect, or consequential losses arising from the use of our website, app, or goods purchased, except where required by law. You agree to indemnify House of Valerie against claims or losses resulting from misuse of our website or breach of these Terms. Nothing in these Terms excludes liability for death, personal injury, or fraud caused by our negligence.
14. Force Majeure
House of Valerie will not be liable for any delay or failure to perform our obligations due to causes beyond our reasonable control, including natural disasters, strikes, carrier disruptions, war, pandemics, government restrictions, or changes to import tariff legislation.
15. Data Protection & Privacy
We are committed to protecting your privacy. For details on how we collect, store, and use your information, please refer to our Privacy & Cookie Policy, which applies to both our website and mobile app. We comply with all applicable data protection frameworks, including GDPR (UK & EU), APPI (Japan), CCPA-CPRA (California, USA), PIPEDA (Canada), and VCDPA (Virginia, USA).
16. Copyright & Intellectual Property
All content on our website and app, including images, text, designs, and logos, is the property of House of Valerie Ltd or its licensors. You may not reproduce, distribute, or commercially exploit any content without written permission. Brand names, trademarks, and third-party product references remain the property of their respective owners.
17. Jurisdiction
These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the English courts.
18. Amendments
House of Valerie may update or amend these Terms at any time. The date of the most recent update is shown at the top of this page. Continued use of our website or app following any update constitutes acceptance of the latest version. If you do not agree to the updated Terms, please discontinue use.
19. About Us
House of Valerie Ltd
Registered Office: 7–9 Macon Court, Cheshire, England, CW1 6EA
Company No. 11177551 | VAT No. 290186984
📞 01270 747616 | ✉️ sales@houseofvalerie.com