Women's Jackets
Explore
FAQ - Frequently Asked Questions
Shipping & Delivery
I received a damaged package
We're sorry if you received a damaged package.
Are the items I ordered in good condition?
If only the package was damaged and you'd like to return an item, you can simply use any packaging of your choice for the return shipment. Please use the return documents you receive through our returns portal—this will ensure the return is sent to the correct address.
Please understand that we cannot replace damaged shipping materials.
Was an item damaged during shipping, or is it missing?
To do this, you must file a damage report with DHL. Please send us photos of the packaging and your order details tosupport@valkental.de. Alternatively, you can go directly to our contact form at https://valkental.com/pages/hilfe.
Where is my package?
We'll let you know the estimated delivery time for your order both in the order summary and in your order confirmation email. Please note, however, that this time may vary depending on the items you've selected and the shipping method.
Why hasn't my order been shipped yet?
We need a little time to prepare your order for shipping. We usually ship orders within 48 hours, but in some exceptional cases, it may take a little longer.
Can I change the delivery time or method for my package?
Yes, that's possible! Our shipping partners, DHL and DHL Express, will always send you an email to notify you that your package is on its way. Using this notification, you can specify your preferred delivery location—such as a package pickup location—or change the delivery date.
What happens if I'm not home when the first delivery attempt is made?
If the delivery person doesn't find you at home, you can check the tracking information to see if your package was left with a neighbor or at a pickup location, for example. Occasionally, the delivery person will make another attempt to deliver it.
My package should have arrived by now!
Please check the tracking information to see if the package was left with a neighbor. If it isn't with a neighbor and the shipping status hasn't changed in 5 days, please contact us—you'll find our contact options below.
Shipping and Return Costs
Delivery:
Our standard shipping is free within Germany for orders totaling 70 euros or more.
For orders under this amount, a shipping fee of 4.95 euros applies; this will be displayed at checkout.
Returns:
For returns within Germany, we charge a flat-rate shipping fee of 5 euros. This amount will be deducted from the refund.
I entered the wrong address
Have you already placed an order, but the address is incorrect?
We're happy to try to change or cancel your order. However, since our shipping provider continues to operate even after we've closed for the day, we can't guarantee that the change will be processed before the package is shipped. In that case, you can use the tracking information to refuse delivery and let us know how you'd like us to proceed.
To which countries does Valkental ship?
Valkental In addition to Germany, we also ship to the following countries:
Austria, Luxembourg, Spain, Italy, Slovakia, Slovenia, Sweden, Portugal, France, Switzerland, the Netherlands, and Belgium.
Returns & Refunds
How can I cancel my purchase?
You can find all the details regarding our return policy in our Return Policy; simply click the following link: https://valkental.com/pages/widerrufsbelehrung-widerrufsformular
To request a return, please feel free to use our returns portal. To do so, please visit the website https://valkental.returnsportal.online/. There, you'll need to enter your order number and email address to start the process.
Just follow the instructions on the page to create your return label.
How do I return the item?
To request a return, you can use our returns portal. Please visit the website https://valkental.returnsportal.online/ and enter your order number and email address to register the return.
Simply follow the instructions on the page to create your return label. You can return your order to us within 30 days of receiving it.
Complaint
Is your item defective or damaged?
We're sorry to hear that. Please note that we only process claims for damage that was not caused by your own negligence. Submit a claim by clicking below and filling out the form. Please provide as much information as possible so we can review your claim quickly.
For further assistance, you can also contact us directly by email at support@valkental.de.
How will my purchase be refunded?
After inspecting the return, we will promptly refund the amount via the payment method you previously selected.
In some cases, processing the return may take some time.
We appreciate your understanding.
Can I return more than one order at a time?
Unfortunately, multiple orders cannot be shipped using a single return label, as an order number must be provided first. Otherwise, the remaining items could not be assigned to the correct order.
We recommend that you file one return per order.
Are there shipping costs for returns?
For returns, we charge a flat shipping fee of 5 euros. This fee will be deducted from the refund amount for your return. Please note that you are responsible for the return shipping costs when exchanging an item.
Payment
Why can't I select certain payment methods?
Reasons why a payment method may not be available:
- The shipping and billing addresses do not match. For deliveries to DHL Packstations, payment by invoice may also not be available.
- The name and address could not be found, possibly due to spelling errors, moves, or name changes.
- There is an outstanding balance for another order that has not yet been paid.
- Creditworthiness is assessed by independent credit reporting agencies, which in some cases may result in restrictions on payment methods.
- Unfortunately, Swiss customers cannot use Klarna as a payment method.
What to do if the payment method is not available:
- Check open orders and settle them.
- If the shipping and billing addresses do not match, please update them before completing your order.
- Our customer service team cannot enable payment methods.
- For each order, we review which payment methods we can offer.
- Even if not all payment methods are available, you can still take advantage of all other services and benefits.
When will I receive a refund for my return?
When will I receive confirmation of my return?
Once we've received your return, we'll review the items you've sent back. Please allow up to 14 business days for us to confirm your return.
The purchase amount will be credited as follows, depending on the payment method:
Credit card:
The credit will be refunded to the credit card account we charged. You can see the refund on your next credit card statement. In some cases, the refund date on the statement may match the payment date.
PayPal:
The credit will be applied to the PayPal account you use. You can choose whether the amount is deposited into your PayPal account or returned to your bank account directly through PayPal.
Klarna Invoice or Instant Purchase:
We will forward your refund to Klarna, where it will then be issued via your payment method.
Amazon Pay:
We will forward your refund to Amazon Pay, where it will be credited to your account.
Where can I view my bill?
You'll find the invoice in the order confirmation we sent you by email.
If you no longer have this email, please feel free to contact our support team by email at support@valkental.de.
What payment methods are available to me?
In our store, you generally have the following payment options available:
Credit Card: You'll enter your credit card information during the checkout process. Your card will be charged immediately after you place your order.
PayPal, PayPal Express: To pay the invoice amount via PayPal, you must be registered with PayPal, verify your identity, and confirm the payment instruction. The payment transaction is processed by PayPal immediately after you place your order.
Google Pay: To pay the invoice amount via Google Pay, you must be registered with Google, have enabled the Google Pay feature, and confirm the payment instruction. The payment transaction takes place immediately after the order is placed.
Apple Pay: To pay the invoice amount via Apple Pay, use the "Safari" browser, ensure you are registered with Apple, make sure Apple Pay is enabled, and confirm the payment. The payment transaction takes place immediately after you place your order.
giropay / paydirekt: We offer these payment methods in cooperation with the payment service providers giropay and paydirekt. You must have a bank account set up for online banking, verify your identity, and confirm the payment instruction. The payment transaction takes place immediately after you place your order.
Amazon Pay: To pay the invoice amount via Amazon Pay, you must be registered with Amazon, verify your identity, and confirm the payment instruction. The payment transaction will be processed within one banking business day after the order is placed.
Klarna: In partnership with Klarna, we offer you various payment options. Payment via Klarna is processed after your address and creditworthiness have been successfully verified. You'll find more information during the checkout process.
Purchase on account via Klarna: The invoice amount is due 30 days after the goods are shipped and the invoice is received.
Klarna Credit Card: You enter your credit card information during the checkout process. Klarna will charge your card immediately after you place your order. There is no address or credit check.
Klarna Direct Debit: You authorize Klarna to use a SEPA direct debit mandate. The amount will be debited from your account after the goods have been shipped.
Please select the payment method that works best for you and follow the instructions during the checkout process.
Order
What can I do if I ordered to the wrong address?
Have you already placed an order, but the address is incorrect?
We're happy to try to change or cancel your order. However, since our shipping provider continues to operate even after we've closed for the day, we can't guarantee that the change will be processed before the package is shipped. In that case, you can use the tracking information to refuse delivery and let us know how you'd like us to proceed.
Complaint
Is your item defective or damaged?
We're sorry to hear that. Please note that we only process claims for damage that was not caused by your own negligence. Submit a claim by clicking below and filling out the form. Please provide as much information as possible so we can review your claim quickly.
For further assistance, you can also contact us directly by email at support@valkental.de.
Change or Cancel an Order
If you want to cancel your order, you must refuse delivery. In that case, you will be refunded the purchase price (excluding shipping fees).
If you'd like to make changes, you can also exchange the item through our returns portal.
To do this, simply use the link https://valkental.returnsportal.online/
I received a product that I didn't order
Did you receive the wrong item instead of the one you ordered? Or perhaps an extra item that you didn't order?
We apologize for this mistake. Please contact us using one of the available contact options and let us know your order number and the incorrect item. We'll take care of it.
I received a damaged package
Did the items you ordered arrive in perfect condition?
If the package was damaged and you'd like to return an item, you can simply use any packaging of your choice. Just use this link https://valkental.returnsportal.online/ to easily register your return with us. You'll then receive your return label.
Please understand that we cannot replace damaged shipping materials.
If an item was damaged during shipping or is missing, please contact us using one of the available contact options. Please provide your order number so we can assist you as quickly as possible.
Why was my order canceled?
We sincerely apologize if your order was canceled. Sometimes an item may already be sold out even though it is still listed as available in the store.
Particularly popular items can sell out quickly—sometimes even just before you’ve had a chance to complete your order. In very rare cases, our system may not update the availability information in time, which can result in your order being canceled.
If an item is out of stock, we're very sorry. However, you can set up an availability alert on the product page. As soon as the item is back in stock in your size or color, we'll send you an email notification.
Can I combine different discounts?
Unfortunately, codes cannot be combined with other offers or bundles.
Sustainability
Ist Valkental ein Nachhaltiges Unternehmen?
🌳 Eden Reforestation Projects x Valkental 🚴♂️
Together with Eden Reforestation Projects, we have planted well over 250,000 trees, and we’d like to take this opportunity to thank them once again for their excellent partnership.
Eden Reforestation Projects is a nonprofit organization that operates globally. It works with local communities to restore large areas of destroyed forests, thereby creating jobs, protecting ecosystems, and helping to mitigate climate change.
For more information, visit: https://edenprojects.org
♻️ Products Made from Recycled Plastic ♻️
To combat the growing problem of marine pollution, we as a company have decided to develop and manufacture new products made from recycled materials.
For example, the second version of the ValkPro, the ValkOcean —our handlebar bags—as well as the Explorer are already made from recycled plastic. Some of this plastic was retrieved from the ocean by fishermen as bycatch. Our material supplier purchases the plastic bycatch and recycles it into new material.
Are the products from Valkental sustainable?
Many of our products are made from recycled plastic, which is sourced, among other things, from PET bottles collected from the ocean as bycatch.
We also personally believe in sustainability through durability. As part of our consistent efforts to maximize the durability of our products, we strive to contribute to responsible and sustainable consumption.
Where are Valkental 's products manufactured?
In our search for a manufacturer that meets our quality standards and complies with all relevant labor laws, we have chosen experienced and professional factories in Vietnam and China. These countries are often associated with poor working and production conditions. In our experience, however, we work with highly innovative, hardworking, and reliable people who are always motivated to develop new technologies and take our products to the next level together with us. Furthermore, we work exclusively with BSCI-certified factories, ensuring compliance with internationally recognized standards for working conditions and human rights. We continuously monitor this through our regular audits and quality controls.
Size Chart
What can I do if the product is sold out in my size?
In such cases, you can set up an availability alert for the item you want. As soon as the item is available again, we'll notify you by email. Don't forget to check your spam folder as well.
General Information
When and how can I contact Valkental customer service?
You can get a good overview and find answers to many questions on your own on our help page. At https://valkental.com/pages/help, you'll find help topics and frequently asked questions.
Alternatively, you're welcome to use our contact form or send us an email at support@valkental.de.