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FAQ - Frequently asked questions
Shipping & delivery
I have received a damaged parcel
We are sorry if a damaged parcel was delivered to you.
Are the ordered items undamaged?
If only the parcel has been damaged and you would like to return something, you can simply use the packaging of your choice for the return shipment. Please use the return documents that you receive via our returns portal - this will send the return to the correct address.
We ask for your understanding that we cannot replace damaged shipping material.
Is an item damaged or missing during shipping?
A damage report to DHL is required for this. Please send us photos of the packaging and your order details via support@valkental.de. Alternatively, you can also go directly to our contact form via https://valkental.com/pages/hilfe.
Where is my parcel?
We will inform you about the estimated delivery time of your order both in the order overview and in your order confirmation email. Please note, however, that this time may vary depending on the items selected and the shipping method.
Why has my order not yet been shipped?
We need some time to prepare your order for shipment. Normally we ship orders within 48 hours, but in some exceptional cases it may take a little longer.
Can I change the time or type of delivery of my parcel?
Yes, that is possible! Our shipping partners DHL and DHL Express always send you an e-mail to announce the parcel. You can use this notification to specify the desired delivery location, e.g. a parcel store, or change the delivery day.
What happens if I am not at home on the first delivery attempt?
If the parcel carrier does not find you, you will find information in the shipment tracking system as to whether your parcel has been left with a neighbor or at a branch, for example. Occasionally a new delivery attempt is also made.
My package should have arrived by now!
Please check the shipment tracking to see if the parcel has been delivered to a neighbor. If it is not with a neighbor and the shipping status has not changed in 5 days, please contact us - you can find our contact options below.
Delivery and return costs
Delivery:
Our standard delivery is free of charge within Germany from a shopping cart value of 70 euros.
For orders under this amount, shipping costs of 3.90 euros will be charged, these will be displayed at checkout.
Return shipment:
For returns within Germany, we charge a flat-rate shipping fee of 5 euros. This will be deducted from the refund amount.
I entered the wrong address
You have already ordered, but the address is incorrect?
We will gladly try to change or cancel your order. However, as our shipping service provider also works when we are already off work, we cannot guarantee that the change will be implemented before shipping. In this case, you can refuse acceptance via the shipment tracking and inform us how we should proceed.
Which countries does Valkental deliver to?
In addition to Germany, Valkental also supplies the following countries;
Austria, Luxembourg, Czech Republic, Denmark, Poland, Spain, Hungary, Italy, Slovakia, Slovenia, Sweden, Ireland, Portugal, France, Switzerland, Liechtenstein, the Netherlands and Belgium.
Return & refund
How can I cancel the purchase?
You can find all details on the withdrawal policy in our withdrawal policy, simply use the following link: https://valkental.com/pages/widerrufsbelehrung-widerrufsformular
To register a return, you are welcome to use our returns portal. Please visit the website https://valkental.returnsportal.online/. There you will need to enter your order number and e-mail address to start the process.
Simply follow the instructions on the page to create your return label.
How do I return the item?
To register a return, you can use our returns portal. Please visit 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. Please note that the right of withdrawal can only be exercised within 14 days of receipt of the goods.
Complaint
Is your item defective or damaged?
We are sorry about that. Please note that we only process complaints for damage that is not our fault. Submit a complaint by clicking below and filling out the form. Please provide as much information as possible so that we can check your complaint quickly.
For further support, you can also contact us directly by e-mail at support@valkental.de.
How is the refund of my purchase amount processed?
After checking the return, we will immediately refund the amount via the payment method you have previously selected.
In some cases, it may take some time to process the return.
We ask for your understanding in this case.
Can I return more than one order at a time?
Unfortunately, multiple orders cannot be sent via a returns label, as an order number must be specified beforehand. The remaining items could not be assigned here.
We recommend registering one return per order.
Are there any shipping costs for returns?
We charge a flat-rate shipping fee of 5 euros for returns. This flat rate will be deducted from the refund value of your return. Please note that return shipping for exchanges is at your own expense.
Payment
Why can't I select some payment methods?
Reasons for an unavailable payment method:
- The delivery and billing addresses do not match. Payment by invoice may also be excluded for deliveries to DHL Packstations.
- Name and address could not be found, possibly due to spelling mistakes, relocations or name changes.
- There is an outstanding amount for another order that has not yet been paid.
- Creditworthiness is assessed by independent credit agencies, which in some cases can lead to restrictions on the payment method.
- 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.
- Adjust the delivery and billing address before completing the order if they do not match.
- Our customer service cannot activate any payment methods.
- We check which payment methods we can offer for each new order.
- Even if not all payment methods are available, all other services and benefits are available to you.
When will my return be refunded?
When will I receive confirmation of my return?
Once we have received your return, we will check what you have sent back. Please give us up to 14 working days to confirm your return.
The purchase amount is credited depending on the payment method:
Credit card:
The credit will be credited back to the credit card account we have debited. You can view the chargeback on your next credit card statement. It may happen that the date of the chargeback on the statement is the same as the date of payment.
PayPal:
The amount will be credited to the PayPal account you used. You can decide for yourself whether the amount is deposited in your PayPal account or credited back to your bank account.
Klarna invoice or immediate purchase:
Your refund will be forwarded by us to Klarna and then refunded there via your payment method.
Amazon Pay:
Your refund will be forwarded to Amazon Pay and credited to your account.
Where can I view my invoice?
You will find the invoice in the order confirmation that we have sent you by e-mail.
If you no longer have this email, please contact our colleagues in support at support@valkental.de.
What payment methods are available to me?
The following payment methods are available in our store:
Credit card: You enter your credit card details during the ordering process. Your card will be charged immediately after placing the order.
PayPal, PayPal Express: To pay the invoice amount via PayPal, you must be registered with PayPal, legitimize yourself and confirm the payment instruction. The payment transaction is carried out by PayPal immediately after placing the order.
Google Pay: To pay the invoice amount via Google Pay, you must be registered with Google, have activated the Google Pay function and confirm the payment instruction. The payment transaction takes place immediately after placing the order.
Apple Pay: To pay the invoice amount via Apple Pay, you use the "Safari" browser, are registered with Apple, have activated the Apple Pay function and confirm the payment instruction. The payment transaction takes place immediately after placing the order.
giropay / paydirekt: In cooperation with the payment service provider giropay or paydirekt, we offer you these payment methods. You must have a bank account activated for online banking, identify yourself and confirm the payment instruction. The payment transaction takes place immediately after placing the order.
Amazon Pay: To pay the invoice amount via Amazon Pay, you must be registered with Amazon, identify yourself and confirm the payment instruction. The payment transaction takes place within one banking day of placing the order.
Klarna: In cooperation with Klarna, we offer you various payment options. Payment via Klarna is made after a successful address and credit check. You will receive further information in the order process.
Purchase on account via Klarna: The invoice amount is due 30 days after dispatch of the goods and receipt of the invoice.
Klarna credit card: You enter your credit card details during the ordering process. Your card will be charged by Klarna immediately after placing the order. There is no address or credit check.
Klarna direct debit: You give Klarna a SEPA direct debit mandate. The account will be debited after the goods have been dispatched.
Please select the payment method that suits you best and follow the instructions in the order process.
order
What options do I have if I have ordered to the wrong address?
You have already ordered, but the address is incorrect?
We will gladly try to change or cancel your order. However, as our shipping service provider also works when we are already off work, we cannot guarantee that the change will be implemented before shipping. In this case, you can refuse acceptance via the shipment tracking and inform us how we should proceed.
Complaint
Is your item defective or damaged?
We are sorry about that. Please note that we only process complaints for damage that is not our fault. Submit a complaint by clicking below and filling out the form. Please provide as much information as possible so that we can check your complaint quickly.
For further support, you can also contact us directly by e-mail at support@valkental.de.
Change or cancel order
If you wish to cancel your order, you must refuse to accept it. In this case, the purchase price will be refunded to you (excluding shipping costs).
If you want to make changes, you can also exchange the item via our returns portal.
Simply use the link https://valkental.returnsportal.online/
I have received a product that I did not order
Did you receive the wrong item instead of the one you ordered? Or possibly an additional item that you didn't order?
We apologize for this oversight. Please contact us using one of the available contact options and let us know your order number and the incorrect item. We will take care of it.
I have received a damaged parcel
Have your ordered items arrived in perfect condition?
If the package has been damaged and you want to return an item, you can simply use the packaging of your choice. Simply use this link https://valkental.returnsportal.online/ to easily register your return with us. You will then receive your return label.
Please understand that we cannot replace damaged shipping material.
If an item has been damaged in shipping or is missing, please contact us using one of the available contact options. Let us know your order number so that we can help you as quickly as possible.
Why was my order canceled?
We sincerely apologize if your order has been canceled. Sometimes it can happen that an item is already sold out, even though it is still displayed as available in the store.
Particularly popular items can sell out quickly, sometimes even shortly before you have completed your order. In very rare cases, our system may not update the availability in time, resulting in the order being canceled.
If an item is sold out, we are very sorry. However, you can set up an availability notification on the product page. As soon as the item is available again in your size/color, you will receive a notification from us by e-mail.
Can I combine different discounts?
Unfortunately, codes cannot be combined with other offers or bundles.
Sustainability
Is Valkental a sustainable company?
🌳 Eden Reforestation Projects x Valkental 🚴♂️
We have planted well over 250,000 trees with Eden Reforestation Projects and would like to thank them once again for their excellent partnership.
Eden Reforestation Projects is a non-profit organization that operates globally. It works with local communities to restore destroyed forests on a large scale to create jobs, protect ecosystems and help mitigate climate change.
More information at: https://edenprojects.org
♻️ Products made from recycled plastic ♻️
To counteract the increasing marine pollution, we as a company have decided to develop and manufacture new products from recycled materials.
The second version of the ValkPro, the ValkOcean handlebar bags, and the Explorer are already made from recycled plastic. Some of this plastic was taken from the ocean as bycatch by fishermen. Our material producer buys the plastic bycatch and recycles it into new material.
Are Valkental's products sustainable?
Many of our products are made from recycled plastic, which is obtained from PET bottles collected as bycatch from the sea, among other things.
We also personally believe in sustainability through longevity. As part of our consistent efforts to make our products as durable as possible, we try to make our contribution to responsible and sustainable consumption.
Where are Valkental products produced?
In our search for a manufacturer that meets our quality requirements and complies with all relevant labor law standards, we opted for experienced and professional factories in Vietnam and China. These countries are often associated with poor working and production conditions. Our experience is that you work with very innovative, hardworking and reliable people who are always motivated to develop new technologies and take our products to the next level together with us. In addition, we only work with BSCI-certified factories, which means that internationally recognized standards for working conditions and human rights are adhered to. We continuously monitor this through our regular audits and quality controls.
Size chart
What can I do if the product in my size is sold out?
In such cases, you can set up an availability notification for your desired item. As soon as the item is available again, we will inform you by e-mail. Don't forget to check your spam folder too.
General information
When and how can I contact Valkental Customer Service?
You can already get a good overview on our help page and answer many questions yourself. At https://valkent al.com/pages/hilfe you will find help points and frequently asked questions.
Alternatively, you can also use our contact form or send us an e-mail to support@valkental.de.
Grip Tec technology
Gel padding
Premium Air-Mesh
Easy to put on and take off
Reflective version
Microfiber wiping surface
Padded inner surface
Stable hold
Breathable fabric
