Here you can find a thematically structured overview of the frequently asked questions of our customers.


PRODUCTS

1How to measure a dog properly?
Please see our fitting room in order to be sure how to measure your dog properly.
2How to clean our products?
Please note the following care instructions:

Washing machine care: Please put all products in a cotton or mesh bag in oder to protect the drum and prevent chipping paint from the colored fittings.
Recommended wash temperature: max. 30 degrees.

Hand wash care: We reccomend to clean extremely stubborn dirt twith a brush with addition of a light soap.

Do not tummble dry
Do not iron
Do not bleach,do not use clean with thinner, other harsh cleaners or detergents
3How durable are colored fittings?
Because all our colored fittings ( D-rings, hooks) are painted sooner or later they may lose some color under the influence of rubbing.
Particurarly it rubs off the inside of the hooks and D-rings - at the place where they touch to each other.
The fact is that the more often your dog walks on a loose leash, the smaller the chips are.
4When will be my product available?
If your desired product is currently not available in online shop please send us your request using contact form and filling it out as described below:
:
- Choose subject from the drop-down list : „ Ask for product“:
- Your message field: use standard text form as below:



I am interessted in following product:

 Collar/Leash/Harness/others: (e.g) Collar classic

Model: (e.g) Kermit

Size: (e.g) S 

Count: (e.g) 1

We will do our best to respond to your request as soon as possible with all details regarding availability and delivery time of desired product.
5My dog pulls the leash tightly. What kind of harness or collar shoud I choose?
We recommend guard harness which best distributes the strengh of strokes. However, if you do not like harness the safest and most comfortable will be to use classic collar made of a wider tape (25mm-35mm).
6Which type of harness to choose?
We are currently offering three types of harness: 

guard and nordic.


Each of them is characterized by a slightly different structure, which allows you to choose the most suited to your preferences and your dog.


Guard harness - thanks to their design they are ideal for all dogs who are used to escape during the walk and can slip out of almost any equipment. Its design distributes best the strength of strokes providing your dog with comfort and safety. If you like to spend time actively with your dog, this type of harness will be the perfect choice for you.


Nordic harness - simple in construction and comfortable - in carrying and putting on. This type of harness perfect min for dogs who are impatient while dressing things through their heads. In this type of harness, all the stress during pulling spreads on the chest, protecting the dog's neck. They have an extra handle in the dorsal area, for which you can hold your dog at any time when it is necessary.
7Can I buy Valentino´s products in a store?
Currently we offer all products only in our online shop.
However , we do our best to give our customer an option to make our products also available in selected locals stores and pet services in Switzerland.
Detailed list with our local stores will come soon.

ORDERS

1How can I resolve problem with my order?
If there’s a problem with your order let us know straight away.
Please send us your request using contact form and choosing „Orders“ in der subject field.
For other problems e.g good themselves please see our Return policies.
2I placed an order, but ordered the incorrect item. Can I change or cancel my order?
Because we aim to process and ship your order within 1-2 working days it may not be possible to change or cancel your order. 
Please note: It is not possible to change or cancel an order that has already been processed and dispatched.
To make a return for a refund, you’ll need to follow the instructions set out below.
- Once you received your goods please return the items to us. Please follow our full return procedure here.
- Upon receiving your goods we will do our best to accommodate your refund.
Please note: The return of the products has to happen within 14 days from the date of receipt of the products.
3Why I am not receiving any email confirmations?
First check your spam box, because the mail that confirms the order is sent automatically could get there. If you cannot find your email confirmation in spam box please send us your request contact form, choosing „Others“ in the subject field and sending us your order number.
4What is the order processing time?
Ususally we process and ship your order within 1-2 working days.

DELIVERY & PAYMENTS

1What are the delivery options?
All our parcels throughout Switzerland and the Principality of Liechtenstein are sent by Swiss PostPac ECONOMY.
Swiss Post delivers your parcels reliably within two working days, from Monday to Friday and throughout Switzerland.
PostPac ECONOMY consignments mailed on Saturday are delivered on the following Wednesday.
2What does the delivery cost?
All our parcels are sent by Swiss PostPac ECONOMY and are charged a flat rate of 6.50 Swiss Francs, independent of the parcel size.
3How can I track my delivery?
To check your order's progress you have two options:
- Log into your account using our website valentinosstore.ch and click your order history. This will allow you to see the current status of your order.
- Once you received your email with shipping confirmation check current status of your parcel by using Order Tracking Number embedded in email directly.
4What are the payment options?
We currently accept following payments methods:
  • Visa Credit
  • Mastercard
  • American Expres
  • PayPal
5How safe is it to shop a Valentino's store?
As safe as it possibly could be. Any information you give us is stored securely and we maintain the highest levels of security.
In fact,valentinosstore.ch uses high-level SSL encryption technology - the most advanced security software currently available for online transactions. If you want to read more about our Privacy policies, you can do so here.
We protect the security of all sensitive information transmitted to us with SSL (Secure Sockets Layer) encryption.
During payment processing and also within other secure areas of our website this secure layer encrypts the information you provide to us such as passwords and credit card details.

RETURNS

1Can I return a missed order?
In case you want to return a missed order (it might happen) please return the goods by SwissPost to us and order if needed on www.valentinosstore.ch the proper one.
Please follow our full return procedure here.
Upon receiving your goods we will do our best to accommodate your refund within 21 days onto the original card or banking account used to pay for the products.

Please note:
- All returned products have to be in unused original condition.
- We do not accept parcels cash on delivery.
- All returns of items are at your expense except the return results from the incorrect fulfillment of the order by VALENTINO´s.
In this case we will refund you the shipping costs.
- The return of the products has to happen within 14 days from the date of receipt of the products.
2Can I change unproper size?
In case you ordered unproper size (it might happen) please return the goods by SwissPost to us and order if needed on www.valentinosstore.ch the proper one.
Please follow our full return procedure here.
Upon receiving your goods we will do our best to accommodate your refund within 21 days onto the original card or banking account used to pay for the products.

Please note:
- All returned products have to be in unused original condition.
- We do not accept parcels cash on delivery.
- All returns of items are at your expense except the return results from the incorrect fulfillment of the order by VALENTINO´s.
In this case we will refund you the shipping costs.
- The return of the products has to happen within 14 days from the date of receipt of the products.
3How do I return online good by post?
The easiest way to return items bought on www.valentinosstore.ch is to use SwissPost Economy.
Please see our full return procedure here.

Please note:
- All returned products have to be in unused original condition.
- We do not accept parcels cash on delivery.
- All returns of items are at your expense except the return results from the incorrect fulfillment of the order by VALENTINO´s.
In this case we will refund you the shipping costs.
- The return of the products has to happen within 14 days from the date of receipt of the products.
4What do I do if I have complaint?
Valentino´s is sure you’ll love what you’ve ordered but in case something hasn't gone quite to plan or you want to give us feedback please send us your request using contact form and choosing subject from the drop-down list Returns & Reclamation
You can also contact our customer service here. (available mon-fri 10 am - 5pm).
If you are happy, Valentino´s is happy too.

OTHERS

1How do I unscribe from VALENTINO´s newsletter?
To unscribe from VALENTINO´s newsletter please follow instruction below:
- Find your email with the newsletter confirmation
- Go to "Update your preferences"
- Unscribe from the newsletter by pressing the icon in the email: unsubscribe now