FAQ
Last Updated: September 1, 2026
Welcome to Valethora. Below you’ll find answers to common questions about our furniture, rugs, home décor products, orders, shipping, returns, refunds, and product care.
Valethora is operated by Shanghai Haishimei Trading Co., Ltd.
If you need additional assistance, please contact us at service@valethora.com.
Products & Materials
What types of products does Valethora sell?
Valethora offers furniture, rugs, decorative home accessories, lighting, storage pieces, textiles, and other lifestyle products designed for indoor living spaces.
Product availability, specifications, colors, materials, and dimensions vary by item.
Please review the individual product page before placing your order.
What materials are your products made from?
Materials vary depending on the product.
Our products may include materials such as:
- wood or wood-based materials;
- metal;
- textile upholstery;
- synthetic or natural-style fibers;
- glass;
- plastic or composite materials;
- foam and cushioning materials;
- other decorative or structural materials.
The most relevant material information available for a particular item will be displayed on its product page.
Because our collection includes different types of furniture, rugs, and home accessories, customers should not assume that every product is made from the same material.
Are product colors exactly the same as shown online?
We make reasonable efforts to present product colors accurately.
However, actual colors may vary slightly because of:
- screen settings;
- device displays;
- lighting conditions;
- photography;
- production variations;
- differences in material texture.
Small differences in color or texture do not necessarily indicate that a product is defective.
Are product dimensions exact?
Product dimensions are provided on the applicable product page.
Minor measurement differences may occur because of manufacturing methods, materials, or manual measurement.
For furniture and rugs, we recommend measuring your intended space before placing an order.
Care & Use
How should I care for my furniture?
Care requirements vary by material.
As a general guideline:
- wipe surfaces with a soft, dry or slightly damp cloth;
- avoid abrasive cleaners unless specifically recommended;
- wipe spills promptly;
- keep furniture away from excessive moisture where appropriate;
- avoid placing extremely hot objects directly on surfaces;
- follow any product-specific care instructions provided with the item.
Always refer to the product page or included instructions where specific care requirements are provided.
How should I care for rugs?
General rug-care recommendations include:
- vacuum regularly using a setting appropriate for the rug;
- clean spills promptly by blotting rather than aggressively rubbing;
- avoid prolonged exposure to excessive moisture;
- rotate the rug periodically where appropriate to promote more even wear;
- follow product-specific cleaning instructions where provided.
Some rugs may require professional cleaning depending on the material and type of stain.
Do furniture items require assembly?
Some furniture products may require assembly, while others may arrive fully or partially assembled.
Where assembly is required, the product page or packaging may provide relevant information or instructions.
Please inspect all components before assembly.
If you believe a component is missing or damaged, contact service@valethora.com before continuing assembly where possible.
Orders & Payment
How do I know if my order was successfully placed?
After completing checkout, you should receive an order confirmation at the email address provided during checkout.
Please review the order information carefully.
If you do not receive a confirmation or believe there is an issue with your order, contact:
Can I change or cancel my order?
If you need to request a change or cancellation, please contact us as soon as possible.
We will make reasonable efforts to assist if fulfillment has not yet begun.
Once an order has entered processing, fulfillment, or carrier transportation, it may no longer be possible to cancel or modify it.
If cancellation is no longer possible, an eligible return may be requested after delivery in accordance with our Return & Refund Policy.
What payment methods do you accept?
Available payment methods are displayed at checkout.
Payment options may vary depending on your location, device, and Shopify checkout configuration.
Shipping & Delivery
How long does order processing take?
Orders are generally processed within:
1–3 business days
Processing time refers to the period required to prepare an order before it is handed to the carrier.
Processing time is separate from shipping or transit time.
How long does delivery take within the United States?
After processing, estimated standard delivery within the United States is generally:
5–12 business days
Therefore, a typical order may take approximately:
6–15 business days
from order processing through estimated delivery.
Delivery times are estimates rather than guaranteed arrival dates.
Carrier delays, weather, holidays, address issues, or circumstances outside our reasonable control may affect delivery.
How much does shipping cost?
For eligible U.S. orders:
Orders of US$39.00 or more
Receive FREE Standard Shipping
Orders under US$39.00
Standard Shipping is US$2.99
Express Shipping
Available for US$6.99, where offered.
The applicable shipping options and charges will be displayed during checkout before you complete payment.
How is the free-shipping threshold calculated?
The US$39 free-shipping threshold is based on eligible merchandise value according to the shipping rules displayed during checkout.
Applicable discounts may affect whether an order meets the free-shipping threshold.
Can I track my order?
Yes.
Once tracking information becomes available, it may be sent to the email address provided with your order.
You can use the tracking information provided to follow the shipment through the applicable carrier or tracking service.
Please allow time after shipment confirmation for tracking information to become active.
If your tracking information has not updated for an extended period, contact:
What if my package is delayed?
Shipping estimates are not guaranteed delivery dates.
If your package appears significantly delayed, please contact us with your:
- name;
- order number;
- email address used for the order.
We will review the available tracking information and reasonably assist with the shipment.
What if my package is lost?
If tracking indicates an unusual delay, delivery issue, or potential loss, contact:
We may review carrier records and other available shipment information before determining the appropriate resolution.
Damaged, Defective & Incorrect Orders
What should I do if my item arrives damaged?
Please contact service@valethora.com as soon as possible.
We recommend reporting shipping-related damage within 7 days of delivery so that we can investigate the issue promptly.
Please provide, where reasonably available:
- your order number;
- photographs of the damaged item;
- close-up photographs of the affected area;
- photographs of the outer packaging;
- a photograph of the shipping label.
This 7-day reporting recommendation does not shorten the general 180-day return period for otherwise eligible returns.
What happens if my product is damaged, defective, or incorrect?
If we confirm that an item:
- arrived damaged;
- is materially defective;
- is incorrect;
- is missing required components; or
- resulted from a fulfillment error,
we will provide an appropriate resolution depending on the circumstances.
This may include:
- replacement;
- reshipment;
- partial refund;
- full refund;
- authorized return.
Where a return is required because of a verified error attributable to Valethora, we will cover the authorized standard return shipping cost.
Returns & Refunds
What is your return policy?
Eligible products may be returned within:
180 calendar days from the carrier-confirmed delivery date.
The 180-day period begins on the date the carrier records the applicable order as delivered.
You must contact us within this period to initiate an eligible return.
For complete conditions, please review our Return & Refund Policy.
How do I start a return?
Before sending any product back, contact:
Please provide:
- your full name;
- order number;
- email address used for the order;
- product you wish to return;
- reason for the return;
- photographs or supporting information where relevant.
Our customer service team will review the request and provide the appropriate return instructions.
Do not send merchandise back before receiving return instructions from Valethora.
Are returns free?
Eligible returns initiated within the applicable 180-day return period may use the authorized standard return procedure provided by Valethora without an additional standard return-shipping charge to the customer, subject to the conditions of our Return & Refund Policy.
Customers should not independently select an alternative, expedited, premium, or unauthorized return shipping method and expect reimbursement.
Please contact us before returning any product.
What condition must the product be in?
For a standard return, the product should generally:
- be within the 180-day return period;
- be in its original or reasonably preserved condition;
- include original components, accessories, hardware, and packaging where reasonably available;
- not show excessive use, misuse, intentional damage, or unauthorized modification.
Opening a package for reasonable inspection does not automatically make a product ineligible for return.
Additional conditions may apply depending on the type of product.
Are any items non-returnable?
The following are generally not eligible for standard change-of-mind returns:
Gift Cards
Gift cards and store-credit certificates are generally non-returnable and non-refundable except where required by applicable law.
Customized or Personalized Products
Products made, altered, personalized, sized, configured, or otherwise customized specifically at a customer's request are generally not eligible for change-of-mind returns.
These restrictions do not remove applicable rights where an item arrives damaged, defective, incorrect, or materially different from what was ordered.
When will I receive my refund?
After an eligible returned item reaches the authorized return destination, we generally inspect it within:
3–5 business days
If approved, we generally initiate the refund to your original payment method within:
3–5 business days after approval
After the refund has been issued, your bank, card issuer, PayPal, or other payment provider may require an additional:
5–10 business days
to post the refund to your account.
Payment-provider processing times are outside Valethora's direct control.
Are original shipping charges refundable?
For ordinary change-of-mind returns, original paid shipping charges, including optional Express Shipping charges, are generally non-refundable unless otherwise required by applicable law.
If the return is due to a verified damaged, defective, incorrect, missing, or fulfillment-error order attributable to Valethora, applicable shipping charges may be refunded or covered as appropriate.
Can I exchange an item?
If you would like a different product, size, or style, please contact:
Depending on inventory and the circumstances, we may arrange an exchange or ask you to return the original item and place a new order.
Customer Support
How can I contact Valethora?
For questions about:
- products;
- materials;
- product care;
- orders;
- shipping;
- tracking;
- damaged items;
- returns;
- refunds;
- privacy;
please contact:
Valethora Customer Support
Email: service@valethora.com
Telephone: +86 13579843258
Customer Service Hours:
(Monday-Friday 9:00 AM-6:00 PM PDT)
We aim to respond to customer inquiries within 24 business hours.
Company Information
Brand: Valethora
Website: valethora.com
Legal Entity: Shanghai Haishimei Trading Co., Ltd.
Registered Address: Room 4414, 4th Floor, Building 1, No. 4500 Baoqian Road, Jiading District, Shanghai, China
Business Representative: Jiang Dawei (姜大伟)
Email: service@valethora.com
Telephone: +86 13579843258
Customer Service Hours:
(Monday-Friday 9:00 AM-6:00 PM PDT)
Last Updated: September 1, 2026