Question 1

Will I be charged customs for my order?

Accepted Answer

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

Question 2

How can I track my order?

Accepted Answer

If your shipping method includes tracking, you'll receive a tracking link via email once your order ships. If you have any questions about tracking or your shipment, feel free to email us at info@valandtina.design.

Question 3

I received a wrong/damaged product, what should I do?"

Accepted Answer

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at info@valandtina.design within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!

Question 4

Where will my order ship from?

Accepted Answer

Mugs are handmade and will be shipped from Tirol, Austria.
Garments, depending on the models, are either handmade and shipped from Tirol, Austria or fulfilled by one of our partners (on-demand order fulfilment company) with facilities worldwide!

Question 5

My order should be here by now, but I still don't have it. What should I do?"

Accepted Answer

Before getting in touch with us, please help us out by doing the following:
Check your shipping confirmation email for any mistakes in the delivery address.
Ask your local post office if they have your package.
Stop by your neighbours in case the courier left the package with them.
Pro tip: Package theft is on the rise—​If you're expecting a home delivery and you know you won't be home to accept it, use an address where you know you'll be!
If the shipping address was correct, and the package wasn't left at the post office or at your neighbour’s, get in touch with us at info@valandtina.design with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

Question 6

Can I get a refund for custom mugs?

Accepted Answer

Due to the nature of custom items, we cannot accept returns for personalised mugs unless they arrive damaged or defective.

Question 7

How are your products made?

Accepted Answer

Mugs are handmade by Val&tina in Tirol, Austria.
Garments & accessories, depending on the models, are either handmade in Tirol, Austria or fulfilled by one of our partners (on-demand order fulfilment company) with facilities worldwide!

Question 8

What’s your return policy?

Accepted Answer

If there’s something wrong with your order, please let us know by contacting us at info@valandtina.design
Otherwise, please be advised that you are given special legal protections under the European Union Directive on Consumer Rights. This rule does not however apply to custom-made products or goods that can’t be reused for health or hygiene reasons and are unsealed after delivery.
See our Cancellation Policy.

Question 9

What is the production time?

Accepted Answer

Mugs are handmade by Val&tina in Tirol, Austria. The current production time for a non-customised mug is 1-3 business days from receipt of the order. Then, the item will be shipped. Production time for a customised mug requires the submission of a design proposal from Val&tina as well as a creative sign-off from the client. Hence, the production time is estimated to be about 3-5 business days from receipt of the order.

Question 10

How long will it take for my order to arrive?

Accepted Answer

> **For Garments & Accessories** Orders shipped by Val&tina to a European destination take 2-7 business days after fulfilment. For non-EU regions, shipping takes 5-20 business days. Orders shipped from our on-demand fulfilment partners in Europe take 5-10 business days within Europe and 5-20 business days to non-EU regions. > **For Mugs** Production time for a classic mug is 1-3 business days from order receipt. For customised mugs, production time is 3-5 business days. After production, shipping time is: EU: 2-7 business days Non-EU countries: 5-20 business days, depending on the destination.

Question 11

What does the shipping cost?

Accepted Answer

Some of our products are made by us in Tirol, others by partners we work with.
Currently, Val&tina ships items to customers in many countries and uses Hermes, Österreichische Post or DHL depending on the recipient’s location and the urgency of the order. The shipping costs are calculated and displayed in the shopping cart.
Should your order be shipped by one of our worldwide on-demand order fulfilment partners, you will be advised of the exact shipping cost and method upon check-out.
In any case, once your order ships, a tracking number will be sent to the email address you provided. You will then be able to check the status of the shipment.

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FAQ

Frequently asked questions