Frequently Asked Questions
Disclaimer:
- Plushies may arrive distorted due to shipment handling. Simply fluff them into shape.
- Handmade items will closely resemble the images above but will NOT be exact due to them being manually hand-painted. The details on the images are intricate 3D creations, designed for visuals only. Some fine detailings such as strings, buttons, etc. may not be captured as shown in the illustrations.
- All other merchandise will closely resemble the images above but may NOT be exact due to various manufacturing factors. Of course, the best end-products were selected for the product shoot. We strive to ensure that the products are of the highest quality possible. Kindly allow room for minor errors. (｡ŏ_ŏ)
- There will be slight variations and differences in colors due to photographic lighting sources/editing, inconsistency of various monitor settings, hence we cannot guarantee that the color you see accurately portrays the true color of the product. Furthermore, every individual may see these colors differently.
Order & Payments
Are these merchandise originally licensed by Riot?
No, they're not. They're purely fanmade-to-order. We are in no way affiliated with official Riot/Valorant.
How does Gift Wrapping work?
Our Gift Wrapping option is a tad different in a special way as compared to your basic stores. It comes with additionall Valorant goodies (by random) that makes your gift extra special! Why opt out when you're getting limited edition stoof for a cheaper bundled price? ♡〜٩( ˃▿˂ )۶〜♡
Can I cancel my order? I suddenly decided not to get them!
You can cancel your order within 24 hours from the time of order confirmation. After which, all orders are FINAL. Please kindly review your items before placing your order.
What payment methods do you accept?
We accept most major Credit/Debit Cards via Shopify Payments and Paypal and PayNow, GrabPay, etc. for local purchases via HitPay.
I don't have a Paypal account, can I still use this payment method?
You do not have to create a Paypal account to make payment. Simply select 'Pay with Credit or Debit Card' instead of logging in and follow the flow accordingly. We use Paypal as it is more secure for both parties!
Shipping & Delivery
Where do you ship to?
We ship to almost anywhere in the world.
If you don’t see your country at checkout, just drop us a message—we’ll see if we can make it happen!
How long does delivery take?
International orders typically take 7 to 10 working days to be delivered from date of dispatch.
Delivery times vary depending on your location country; ranging from as fast as 5 working days to up to 16 working days (ó﹏ò｡) For buyers outside the following countries, delivery may take up to 18 working days:
- Singapore
- United States
- Canada
- Australia
- New Zealand
Is there a tracking number on my order?
Standard shipping includes partial tracking. After your order leaves this little island, it is passed to your local post office (i.e. Canada Post, USPS, Royal Mail, Deutsche Post, etc.) and we lose tracking at that point. Please wait a full 5~7 business days after your item arrives with the local carrier before contacting us for an update!
How often and how quickly do you ship?
We ship within 1~2 working days for the items we have in store.
Some of our products are made-to-order and we have some pre-order items which we stock up from time to time; depending on the demand for the item, so the longest delay you should ever see in shipping are as follows:
- Made-to-Order: 1 week
- Pre-Order: 4~7 weeks (estimated delivery period will be indicated on product listing)
NOTE: There is a 24~36 hour processing time on all orders.
Why does delivery take so long? The timeframe is huge.
We cannot control certain shipping factors such as customs, congestion, or holidays that may cause delays.
Please also keep in mind the processing time. Some items may be shipped out as early as the next working day, while others, i.e. made-to-order and pre-order items, could take up to 7 working days. Longer dispatch times (i.e. 15 working days up or even up to 1 month for pre-order items) will be clearly stated in the item's description.
We appreciate your understanding that if this delivery timeframe doesn't work for you, it might be best to hold off on placing an order for now. ヾ(๑ㆁᗜㆁ๑)ﾉ”
I'm not comfortable with providing my contact number. Is it a must?
We're requesting a reachable contact number solely for delivery purposes, as required by the courier. Rest assured that we'll use it only for this specific purpose.
Possibilities of parcels being undeliverable are rare but we've sporadic cases whereby there were delivery issues due to the recipient not being contactable. Hence, we kindly ask for your cooperation to ensure smooth delivery as we will not be held responsible if the parcel is undeliverable. (๑•́ ᎔ ก̀๑) Nonetheless, we'll do our part in making the delivery happen.
I still haven't received my stuff. What should I do?
We love how excited you are to receive your stuff; we are too! Rest assured, we try our best to keep track of all our orders.
If your parcel has not arrived within 14~21 business days after being shipped, email delivery@valorawr.com and we'll be more than happy and ready to help you.
Your trust and support mean the world to us and we thank you for your kind patience while your parcel is in transit. (ㅅ´ ˘ `)
Do you offer free shipping?
Why yes, we do! 🎉 But only for RIGHT NOW—consider it a launch party gift! Get free shipping when you order 2 items or more. Hurry, it’s a limited-time deal!"
Just a heads-up—bundle sets aren’t invited to this free shipping party.
Returns & Exchanges
The item(s) I received does not look like the picture. Holyy―
Now hold up! (｡•́︿•̀｡) It's worth mentioning that this has been disclaimed at the top of this FAQ. The final product will closely resemble the listing images but may NOT be exact due to:
𝟭. 𝗧𝗵𝗲𝗺 𝗯𝗲𝗶𝗻𝗴 𝗵𝘂𝗺𝗮𝗻-𝗺𝗮𝗱𝗲. The details on the images are designed as display visuals only. Some fine detailing may not be captured as shown in the images.
𝙾𝚁
𝟮. 𝗩𝗮𝗿𝗶𝗼𝘂𝘀 𝗺𝗮𝗻𝘂𝗳𝗮𝗰𝘁𝘂𝗿𝗶𝗻𝗴 𝗳𝗮𝗰𝘁𝗼𝗿𝘀. The best end-products were selected for the product shoot. Plushies may arrive distorted due to shipment handling.
There will be slight variations/differences in colors due to photographic lighting sources/editing, inconsistencies of various monitors.
DISCLAIMER: Product images shown on this website are for reference only and some may not reflect the actual product sold.
I do not like the item I received. It's not up to expectations; can I get a refund?
It's important to note that ALL sorts of handmade items can NEVER be perfect so please allow for some margin of error. And that's actually the beauty of it! Your item is unique and is not like any other because of its minor flaw. Think about it (˵ •̀ ᴗ - ˵ ) ✧
If you are not satisfied with your purchase because your items have any defects, please email us at returns@valorawr.com within 7 days of receipt and we will happily work with you to resolve the issue.
How do I perform an exchange if I am not happy with my purchase?
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Kindly note that the following items are not eligible for exchanges and refunds:
- Sale items
- Pre-order items
- Phone cases
For more information, please read our Returns Policy here.
Customers are responsible for the return shipping fees as our shipping cost does not cover exchanges or returns.
How do I get a replacement if my item is defected?
We do quality checks before dispatching your order. If there are any delivery complications, causing significant defects rendering the item unusable, please let us know and we'll try to sort things out for you.
The chances of this happening are little to none but we assure you, we'll get a replacement to you if you're able to provide us with more details via email. ٩(◕‿◕｡)۶ Be sure to send us pictures of the items in your email.
Customer Service & Support
What are your store hours?
Our store hours are technically 24/7.. except for when she's asleep! 😴 But don't worry, we’re always here for you during waking hours to help with anything you need.
How can I contact customer service?
Just hit up the live chat in the bottom left! 💬 The live chat is the best way to get in touch, even when she's offline—leave a message and we'll get back to you via your email as soon as we can
Alternatively, if you feel more confortable with forms, select 'Contact' from the web's menu and knock yourself out. Do keep it short and simple and try to avoid essays KEKW.
How long does it take to get a response from customer support?
If we're online on live chat, expect a reply in a couple of minutes—up to 5 if we're in the middle of a Valo game 🎮 TEEHEE. Since we're a one-man show, please be kind! 😅
For emails, we'll get back to you within 24 hours, but no worries, you'll definitely hear from us by the end of the day!