FAQ

Products and Sizing

What does Valero Clothing sell?

Valero Clothing is an online women’s footwear store. Our current collection focuses on women’s ankle boots, wedge boots, heeled boots and knee-high boots.

How do I choose the correct size?

Please review the sizing information displayed on the relevant product page before ordering. If you are uncertain about a size, contact us at info@valeroclothing.com before placing your order.

Are product colours always exactly as shown?

We aim to represent each product accurately. However, colours may appear slightly different depending on your screen settings, lighting and device.

How should I care for my boots?

Wipe away surface dust with a soft, dry cloth. For light marks, use a slightly damp cloth and test a small, discreet area first. Allow the boots to dry naturally and keep them away from direct heat, prolonged moisture and harsh cleaning products.

Always follow any product-specific care instructions supplied with your order.

Orders and Payments

Which currency do you use?

All prices on the Valero Clothing website are displayed in pounds sterling (GBP).

Which payment methods do you accept?

We currently accept:

American Express
Visa
Mastercard
Apple Pay
Google Pay
Shop Pay

The payment options available may depend on your location, browser and device. The methods displayed at checkout are the methods currently available for your order.

Is my payment information secure?

Our website uses HTTPS encryption to protect information transmitted during checkout. Full card details are processed by authorised payment providers and are not made available to Valero Clothing.

Please read our Payment Policy and Privacy Policy for further information.

Why was my payment declined?

Payments may be declined by your bank or payment provider for several reasons. Check that your billing information is correct and contact your payment provider if the issue continues.

An order cannot be accepted until payment has been successfully authorised.

How do I know whether my order was received?

After successfully placing an order, you should receive an order confirmation at the email address provided during checkout. Check your spam or junk folder if it does not appear in your inbox.

If you still cannot locate it, contact info@valeroclothing.com with the name and email address used during checkout.

Shipping and Delivery

Where does Valero Clothing deliver?

We currently deliver throughout the United Kingdom.

We do not deliver to PO Boxes, military addresses, including APO, FPO and DPO addresses, or other restricted locations.

How much does shipping cost?

Shipping is free on all UK orders, with no minimum purchase requirement.

How long does delivery take?

Our estimated delivery timetable is:

Processing: 2–3 business days, Monday to Friday
Transit: 4–9 business days, Monday to Friday
Total estimated delivery time: 6–12 business days

Our daily order cutoff time is 18:00 UK time (GMT/BST, as applicable).

Are delivery times guaranteed?

No. Delivery times are estimates rather than guarantees. Carrier disruption, severe weather, public holidays and other circumstances outside our reasonable control may cause delays.

What happens if I provide an incorrect address?

Customers are responsible for providing complete and accurate delivery information during checkout.

If a parcel cannot be delivered because of incomplete or incorrect information, it may be returned to us. We will contact you if this happens. Arranging another shipment may result in additional shipping charges.

What should I do if my parcel is lost or damaged in transit?

Contact info@valeroclothing.com immediately with your order details. We will review the issue and work with the carrier to investigate and provide an appropriate solution.

Please see our Shipping Policy for complete delivery information.

Returns and Refunds

What is your return period?

You may request a return within 30 days of receiving your order.

What condition must a returned item be in?

To qualify for a return, an item must be:

In the same condition in which it was received
Unworn or unused
Returned with its original tags
In its original packaging
Accompanied by a receipt or other proof of purchase

Your statutory consumer rights are not affected.

How do I request a return?

Email info@valeroclothing.com within the applicable return period. Include your order details and the item you wish to return.

If your request is accepted, we will provide the return instructions and applicable return address. Items returned without prior authorisation will not be accepted.

Where should I send my return?

Do not send an item to any address before receiving return authorisation.

Authorised returns may be directed to:

Valero Clothing
31 West Bryson Road
Edinburgh EH11 1BN
United Kingdom

The exact instructions provided with your return authorisation must be followed.

Who pays for return shipping?

Customers are responsible for return postage when returning an item because of a change of mind.

If an item is faulty, damaged, incorrect or not as described, Valero Clothing will cover reasonable return costs after reviewing the issue.

What should I do if my item is faulty, damaged or incorrect?

Inspect your order when it arrives. If an item is faulty, damaged, incorrect or not as described, contact info@valeroclothing.com immediately.

Include your order details and information showing the issue so we can evaluate it and provide an appropriate solution.

Can I exchange an item?

The fastest way to obtain a different item is to return the original item. Once the return has been accepted, place a separate order for the replacement item.

When will I receive my refund?

We will notify you after receiving and inspecting your return.

If approved, the refund will be issued automatically to your original payment method within 10 business days. Your bank or payment provider may require additional time to process and display the refund.

If more than 15 business days have passed since your refund was approved, contact info@valeroclothing.com.

Can refunds be sent to a different payment method?

No. Approved refunds are issued to the original payment method used for the order.

Are any products excluded from returns?

Certain products may be excluded from our voluntary return policy, including personalised products, personal-care goods, perishable goods, hazardous materials and gift cards.

These exclusions do not limit any statutory rights you may have when goods are faulty, damaged, incorrect or not as described. Please review our Return and Refund Policy or contact us if you are unsure whether an item can be returned.

Contact and Business Information

How can I contact Valero Clothing?

Email us at info@valeroclothing.com or use the contact form on our Contact page.

We aim to respond to enquiries within 24 hours.

What are your customer service hours?

Monday to Friday: 09:00 – 17:00 GMT/BST
Saturday and Sunday: Closed

Who operates Valero Clothing?

Valero Clothing is operated by Hanline Commerce, a business registered in Singapore.

Trading name: Valero Clothing
Legal business name: Hanline Commerce
Country of registration: Singapore
Unique Entity Number (UEN): 53506194C

What is your business address?

Hanline Commerce
Block 534, #11-2539
Ang Mo Kio Avenue 10
Singapore 560534

Is the Edinburgh address a physical shop?

The Edinburgh address is identified as our UK warehouse and authorised returns address. It should not be used for in-person shopping or unauthorised returns.

Please contact us before sending an item to this address.