FAQ
FAQ
Q: When will my order ship?
A: If the items in your order are in stock (does not contain the word "pre-order" in the title), we usually ship within 1-2 business days! The exact time may vary depending on the volume of orders.
If the items in your order are pre-order items, we will ship as soon as we receive all the items in the order. The date stated in the item title is the date we expect the items to be in stock.
Q: What if I received the wrong or defective item?
A: If you received a damaged or wrong item, please contact us immediately at Support@ValentinaHall.shop and provide photos of the item and the box. Once we receive this information, we will resolve the issue as soon as possible.
Q: How can I exchange an item I have purchased?
A: Unfortunately, we currently do not offer exchanges, you will need to return the item for a refund (see return instructions) and place a new order.
Q: Can paint and other flammable items be shipped internationally?
A: Unfortunately, we are currently unable to ship any flammable items outside of the United States. If you are an international shopper and you ordered a flammable item, your order will be cancelled and fully refunded.
Q: I haven't seen my package for a few days, is it lost?
A: If you selected standard shipping, sometimes it takes longer for the carrier to deliver the package from one distribution center to another. If your order has not been delivered within 14 days of the original shipping date, please contact us and we will do our best to help you further.
If your order was shipped less than 14 days ago, we will not be able to raise a dispute with the carrier, please wait 14 days before contacting our customer service team.
Q: My package shows as delivered, but it hasn't arrived yet.
A: After your order is marked as delivered, please wait up to 3 business days, as sometimes packages are marked as delivered in advance and the package may arrive a few days later. We also recommend that you contact your neighbors and local post office to inquire about the lost package. If you still can't find your order, you can submit a claim.
Q: I don't have the card I used to pre-order, what do I do now?
A: All pre-order payments are processed at the time of order placement, so that's not an issue!
Q: My card shows the payment was declined, but you still charged me.
A: When a payment is declined on a card, there will still be a pending charge on that account. Pending charges should be removed within 1-3 days!
Q: Do you buy cards/Funko Pops, etc?
A: We occasionally buy products, but we only do so in-store. If you are local to the Grand Rapids, Michigan area, feel free to call the store and they will be able to assist you with this inquiry.