FAQ

How can I pay for my orders? 

Payment can be made by credit / debit card or through Paypal.

When will I receive my invoice? 

Invoices are generated the same day that the products leave our warehouse. Our system will e-mails you a secure link to view and download your invoice.

How do I request a correction of any information on the invoice? 

If you need to add or modify any information on the invoice, use our contact form to send us the information to correct. Do not forget to indicate your order number. In 24 hours you will receive an e-mail with the modified invoice.

I am from a country other than Spain and I want an invoice with intra-community VAT 

Write us in the contact form indicating the product you want to buy, your billing address and the intracommunity NIF. After checking in VIES, we will send you an e-mail with the instructions to make the purchase with 0% VAT. 

Where can I find my order? 

Once the order has been shipped, you will receive an e-mail with the tracking number and the direct link to the carrier's website where you can check the status of your shipment any time. You can also consult it at any time in your client area of our website.

What can I do if I placed an order by mistake or want to cancel an order? 

If you want to cancel an order that has already been paid, send an e-mail as soon as possible to [email protected] indicating in the subject that you want to cancel an order. If your order has not yet been sent, the cancellation will have no cost and the full amount of the order will be returned to you. On the other hand, if your order has already been sent, you can make the return after its delivery. 

How can I change the delivery address of my order? 

If you need us to send it to a destination other than the one you specified when confirming it, please contact us using our contact form indicating the order number and the new delivery address. 

If the order has not been sent yet, we will make the change at no cost to you. 

On the other hand, if the order has already been sent, we will have to transfer it directly to the transport agency and it is very possible that you will have to pay new shipping costs due to the way these companies work, in addition to the possibility of delay in delivery of 24 business hours. If so, we will ask for your confirmation before requesting the change of destination. In these cases, the new address will no longer appear on your order when you check it in your client panel, but only on the agency delivery note.

Can I buy products that are not in stock? 

At VALK we still do not have the option to reserve products for which we do not have stock. Follow us on social networks and you will know when we receive new stock: @facebook @Twitter @Instagram 

What areas are shipments made to? 

We ship to all European Union countries, excluding the Canary Islands, Ceuta and Melilla (ES), Madeira and the Azores (PT), Livigno, Campione D'Italia, Sardinia, Sicily and Elba (IT), Corsica (FR) and Helgoland (DE).

How much does the shipping cost? 

Shipping to Spain mainland is free. For the Balearic Islands there is a surcharge of 15€ per item, Portugal 20€ per item, and for other international shipments 36€ per item.

When will I receive my order? 

24/48 hours for mainland Spain and Portugal, and 3-5 days for Balearic Islands or other international destinations.

Sometimes we offer products in PRE-SALE mode with a longer delivery time than usual. This happens when we are out of stock but will be receiving more in the next few weeks.  

In all cases, you will be able to see the expected delivery time on the product sheet and on the order confirmation screen. 

In periods of special campaigns on Black Friday and Christmas, shipments may suffer some delay due to the high volume of traffic in transport companies.

What agency will deliver my order? 

We work with CORREOS EXPRESS for the entire Spanish territory, CTT Express for Portugal and SEUR for other international shipments.

What happens if the carrier cannot complete the shipment? 

The transport agency will give you a forecast of the expected time slot during the day before the first delivery attempt. If you are not at home when they pass by, they will contact you to arrange a second delivery attempt.  

If despite all efforts it is not possible to complete the delivery, the package will be returned to our warehouse. We will refund the amount paid as soon as we receive the package.

How can I make a return? 

You have 30 days after receiving your order to exercise your right to return it if you are not satisfied. 

All merchandise must be returned properly packed in its original box and without signs of use. Otherwise we reserve the right to reject the return. 

To request a return, you must access your customer area on our website, enter the order details, go down to the returns section, select the product to be returned, explain the reason and click on "Request a return." Before 24 hours you will receive an email with the instructions to follow. 

Once the merchandise has been received and verified that it is in perfect condition, we will refund the amount paid, except for shipping costs, if any, through the same payment method used in the purchase.

What to do if I receive the package damaged by shocks during transport? 

If you receive a package with damage or obvious signs of having been tampered with during transport, open it carefully and check if the product inside has suffered physical damage. 

Sometimes the packaging may have suffered hits but the product has not been damaged, thus fulfilling the function of the packaging itself to protect the product, and it is not necessary to declare an incident. 

However, in the case that the product has been physically damaged, you must notify us within 72 hours of delivery by filling out our contact form attaching 1 photo of the complete box, 1 photo of the damaged place and 1 photo of the transport label. All our merchandise have insurance for breakage or deterioration during transport. 

We will find the best solution for each case, either by sending a spare part for the part affected by the hit or by replacing the product with a new one. 

What to do if I have an incident with the product within the warranty period? 

If you have bought on our website and have any problem with the product, contact us using the contact form attaching the necessary photos or videos so that we can understand the problem. In less than 24 hours we will contact you with a solution adapted to your case, with the sending of spare parts having priority over replacement or refund. 

If you have bought through our stores on Amazon, eBay, PcComponentes or other marketplaces, you must open the incident on their website by following the steps indicated.

What does the warranty cover? 

VALK products are guaranteed for 3 years from the date of delivery of the product. You can check our detailed warranty policy at WARRANTY. 

Where can I get replacement parts for my product? 

If you need a spare part, you can access the SPARE PARTS section to check availability and price. If the product is within the warranty period and the requirements are met, we will ship the parts to you free of charge.

Does the chair comes assamblied? 

The chair is disassembled on delivery, although some parts may be partially assembled. Assembly process is simple. Consult the instruction manual included in the product box or download it here: MANUALS.

How should I maintain the chair? 

We manufacture quality chairs that require almost no maintenance, but it is advisable to carry out some operations from time to time to keep them in the best conditions and extend their useful life. For more details check the MANUALS.