FAQ
About Order
Q: What if I have not received my order?
A: If you have tracking number, you can go to our order tracking page. If not, please feel free to contact us for an updated on the status of an order.
Q: Is it safe to order online?
A: You can rest assured that shopping with our website is safe. We use the most up to date security systems and encryption software to ensure your personal details such as name, address and bank details are kept safe and secure.
Q: What should I do if I receive an incorrect or faulty item?
A: We are sorry to hear that you have received an incorrect or faulty item. Please send us a message at volleyb.valley@gmail.com with your order number, the name/product code of the item you were supposed to receive and any further details. We will be in touch within 3 business days to resolve your issue.
Q: Can I make changes to my order?
A: Unfortunately, once you have placed your order it is not possible to amend any details, our warehouse team receives orders directly and will have already started processing your order.
About Delivery
Q: Where does my order ship from?
A: We are based in Hong Kong. Therefore, all orders are shipped out from Hong Kong.
Q: What are my delivery options?
A: We primarily use SF Express or Hong Kong Post for shipments; however, other carriers may be used as well. We’ll select the best-value carrier to deliver your order.
Q: What countries do you deliver to?
A:
Q: What is the shipping fee, and how long does delivery take?
A: Shipping fees and delivery times vary by country/region. Please refer to the Shipping Policy for details.
Q: Who is responsible for import taxes or customs duties on international orders?
A: For international orders (outside Hong Kong), customers are responsible for any applicable import taxes or customs duties upon delivery. These fees vary by country and are not included in the checkout total. Please check with your local customs office for more details on potential charges.
About Return and Refund
Q: What is your returns policy?
A: Items must be returned within 20 days of reporting.
- Items must be undamaged
- Items must have all tags attached and be in original packaging
- Item’s must be returned to our returns centre
- Reach out to us through email to discuss the return arrangements
Q: Do you offer free returns?
A: Unfortunately, we do not offer free returns. Any returns will be at your own expense.
Q: What if my product is faulty?
A: We are sorry to hear you have received a faulty product. No problem! Email our customer service team within 5 days of receiving the product at volleyb.valley@gmail.com, with images of the faulty product and we will be in touch to resolve the issue.
Q: How long does it take to process my return?
A: We aim to process your return as soon as possible, but on occasions it may take up to 5 days for us to process your refund after you have returned your item(s) to us. If you have not been refunded after 5 days of returning the item(s), please contact us at with the proof of postage information from your return carrier receipt and we will investigate this further.
Q: How can I track the status of my return?
A: As soon as your return has been received by our warehouse team you will receive an email notification. You will then also receive an email from us to say your refund has been processed. Please note it can take 3-5 working days for the payment to show in your account, depending on the card issuer.