Refund policy
REFUND & RETURN POLICY
Valerie Mason Last updated: May 2026
At Valerie Mason, we want you to be completely satisfied with your purchase. If you're not entirely happy with your order, we offer a clear and fair returns and refunds process — including options for a refund, store credit, or reshipment, depending on your situation.
RETURNS
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. We accept returns for both defective and non-defective products.
To be eligible for a return, the following conditions must be met:
- The item must be unused, unworn, in the same condition as received (new condition), and include all parts and original packaging.
- Any signs of damage due to improper use will invalidate the return.
- For hygiene-related products, items must be thoroughly cleaned before returning.
- If the product was received defective, you may return it immediately — no additional conditions apply.
- Customers are responsible for return shipping costs, unless the item was received defective or incorrect.
- We reserve the right to refuse returns if we suspect the item has been used or damaged through no fault of our own.
- You'll also need the receipt or proof of purchase.
There are no restocking fees for any return.
Please note: returns may need to be sent to one of our fulfillment centers in Asia. Always follow the specific return instructions provided by our customer service team to avoid delays. Do not return items to the sender address on your package — it will not be processed.
HOW TO START A RETURN
Returns are processed by mail. To initiate a return:
- Email us at support@valerie-mason.com with your order number and reason for return.
- We will reply within 2 business days with return instructions and the correct return address.
- Ship the item back by mail following our instructions. The return label and shipping costs are the responsibility of the customer, unless the item was defective or incorrect.
Items sent back without first requesting a return will not be accepted.
You can always contact us for any return question at support@valerie-mason.com.
EXCHANGES
We accept exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
If you received a defective or incorrect item, we will arrange an exchange or replacement free of charge — no return required in most cases.
COMPENSATION OPTIONS
Depending on the nature of your issue, Valerie Mason may offer one of the following resolutions:
- Full refund to your original payment method.
- Store credit, which can be used on any future order at Valerie Mason.
- Reshipment of the original item or a replacement product.
We will work with you to determine the most appropriate resolution based on your situation. Where applicable, we may proactively offer store credit or a replacement as an alternative to a refund — for example, when reshipment offers a faster and more practical resolution.
By placing an order with Valerie Mason, you agree to contact us directly at support@valerie-mason.com before initiating any dispute or chargeback with your bank or payment provider. We are committed to resolving all issues promptly and fairly, and we ask that you allow us the opportunity to do so first.
REFUNDS
Once we receive and inspect your return, we will notify you via email about the status of your refund. If approved, your refund will be processed within 5 days of confirmation and applied to your original payment method. Please allow additional time for your bank or credit card company to post the refund after processing.
If more than 10 business days have passed since we approved your return and you have not received your refund, please contact us at support@valerie-mason.com.
- There are no restocking fees.
- Shipping costs are non-refundable, unless the item was received defective or incorrect.
- For orders returned to sender due to an incorrect address, refused delivery, or failure to collect a package, please see our Returned to Sender Packages section below.
- For all other issues (incomplete, incorrect, or damaged orders), reshipment is free of charge once we have confirmed the issue.
DAMAGED, INCOMPLETE, OR INCORRECT ORDERS
Please inspect your order upon reception and contact us immediately at support@valerie-mason.com if the item is defective, damaged, incomplete, or incorrect. We ask that you report any issues within 7 days of delivery.
For damaged, incomplete, or incorrect orders, we prioritize reshipment as the primary resolution.
To assist our investigation, we may request supporting documentation, including photographs, packaging images, shipping label images, or a clear unboxing video. Failure to provide requested documentation may affect our ability to approve a claim.
We will evaluate each case individually and determine the most appropriate resolution, which may include a replacement, store credit, or refund.
LOST OR MISSING ITEMS
If your order is marked as delivered but you have not received it, or if it's lost in transit, please:
- We are not responsible for packages once marked as delivered by the carrier.
- Contact your local courier or post office to trace the package and obtain its last known status.
- Secure a proof of loss document (e.g., claim receipt, investigation report, or tracking update confirming the loss).
- Report the claim to us within 7 days of the expected delivery date by emailing support@valerie-mason.com and attaching your proof of loss.
EXCEPTIONS / NON-RETURNABLE ITEMS
Certain items cannot be returned. These include:
- Custom or personalized products (such as special orders or engraved items).
- Items marked as final sale or non-returnable at the time of purchase.
- Gift cards.
- Sale items (unless received defective).
Please get in touch if you have questions or concerns about your specific item.
CANCELLATIONS
All orders are considered final once successfully placed.
Due to our automated fulfillment process, orders cannot be modified, edited, combined, or cancelled after checkout.
As a limited exception, customers may request a correction to their shipping address within 3 hours of placing their order. After this 3-hour window has passed, the order enters our automated fulfillment process and the shipping address can no longer be changed. To request an address correction within this window, contact us as soon as possible at support@valerie-mason.com with your order number and the corrected address.
Customers are responsible for reviewing all order details, including product selections, quantities, billing information, and shipping information before submitting payment.
If you no longer wish to keep your order after delivery, you may request a return in accordance with our standard return policy.
Nothing in this section limits any rights that may apply under applicable consumer protection laws.
ADDRESS ACCURACY
Customers are solely responsible for providing a complete and accurate shipping address at checkout.
Shipping address corrections can only be accommodated within 3 hours of placing your order (see Cancellations above). After that window, the address cannot be changed.
Valerie Mason is not responsible for delivery issues resulting from:
- Incorrect or incomplete addresses
- Missing apartment, suite, unit, or building numbers
- Incorrect postal codes
- Refused deliveries
- Failure to collect a package
- Customer-requested address changes after shipment
Address changes cannot be guaranteed once an order has entered processing or shipment.
RETURNED TO SENDER PACKAGES
Orders returned due to incorrect address information, failed delivery attempts, refusal of delivery, or failure to collect a package are not eligible for reimbursement of shipping charges.
Once a returned package is received, Valerie Mason may offer one of the following resolutions at its sole discretion:
- Reshipment subject to a new shipping fee
- Store credit
- Refund of the product value excluding shipping charges
SHIPPING TIMEFRAMES
Delivery estimates displayed on our website are estimates only and are not guaranteed delivery dates.
Carrier delays, customs inspections, weather events, transportation disruptions, peak-season volume, and other circumstances beyond our reasonable control do not qualify an order for cancellation, refund, or chargeback while the shipment remains in transit.
EUROPEAN UNION — 14-DAY COOLING-OFF PERIOD
If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification.
To exercise this right, your item must be in the same condition as received — unworn, unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase. Please contact us at support@valerie-mason.com to initiate the process.
ONE-TIME RESOLUTION POLICY
To ensure fairness and consistency, Valerie Mason offers one final resolution per order concern — whether that is a refund, replacement, store credit, or another form of compensation. Once a resolution has been processed and confirmed, no further compensation or alternatives will be provided for the same issue or order.
This policy ensures that every customer receives a fair and consistent experience.
DISPUTE RESOLUTION
We are committed to resolving all order concerns quickly and fairly. Before initiating a chargeback or payment dispute with your bank, card issuer, or payment provider, we strongly encourage you to contact us directly at support@valerie-mason.com and allow us the opportunity to resolve the matter.
In the event of a dispute, Valerie Mason reserves the right to provide all relevant evidence to the payment processor or financial institution, including but not limited to:
- Order records
- Tracking information
- Delivery confirmations
- Customer communications
- Return records
- Product descriptions
- Website checkout records
We respond to all inquiries within 2 business days and will make every reasonable effort to reach a fair resolution.
CONTACT
Trade Name: Valerie Mason
Contact Email: support@valerie-mason.com
Phone Number: +1 (818) 2782 155
Legal Name: DVDL Commerce Limited
Business Registration Number: 77865421
Company Address: Office 3906, 39th Floor, 99 Queen's Road Central, Central, Hong Kong
© 2026 Valerie Mason. All rights reserved.