Section 1
Fulfilment & timelines
- Preorders: production begins once the drop closes. Typical production window is 3–5 weeks before handoff to Canada Post. We email milestone updates so you always know which stage your piece is in.
- Ready inventory: when we have stock on hand in Vancouver, we pack and scan within 2 business days.
- Transit speed: Canada Post Expedited Parcel or Xpresspost, depending on value. International orders may route through a partner carrier once they leave Canada.
Section 2
Tracking & communication
Every shipment receives tracking automatically. If the scan history stalls for more than 5 days, contact us at relations@valcee.com with your order number so we can escalate with the carrier.
Section 3
Return eligibility
We craft intentionally small runs, so we do not offer size exchanges or change-of-mind refunds. The only accepted return scenario is physical, provable damage caused by our atelier or the shipping carrier.
- You must notify us within 14 days of delivery (based on carrier scan).
- Provide clear photos/video of the packaging, garment, and damage. The evidence must show the issue occurred prior to transit concluding.
- Once approved, we issue a prepaid return label (or reimburse shipping) and inspect the garment upon arrival. If the damage renders the piece unusable, we refund the original payment method in full.
- Unapproved returns or wear-related issues are shipped back to the customer at their expense.
Section 4
How to start a claim
- Email relations@valcee.com with subject line “Damage Claim – Order #XXXX”.
- Attach your order confirmation, tracking number, and photographic proof of the damage.
- Keep all original packaging until the claim is resolved.