At Vale Hearth LLC, we want you to feel confident when purchasing our women’s coats and trench coats. If you are not completely satisfied with your purchase, you may be eligible for a return or exchange under the conditions outlined below.
1. 30-Day Return Policy
We accept eligible returns within 30 days of the delivery date.
To qualify for a return, the item must:
- Be in its original condition;
- Be unworn and unused;
- Be free from stains, odors, makeup, perfume, or other signs of use;
- Have all original tags and labels attached, where applicable;
- Include the original packaging, where reasonably available; and
- Be returned with proof of purchase or the applicable order information.
Items that have been worn, washed, altered, damaged through use, or otherwise returned in a condition that affects their resale value may not be eligible for a return.
2. How to Request a Return
Before sending an item back, please contact our customer service team to request a return.
Please provide:
- Your order number;
- The name and details of the item you wish to return;
- The reason for the return; and
- Photos or other information if the item arrived damaged, defective, or incorrect.
Our customer service team will review your request and provide return instructions when the return is approved.
Please do not send a return to the address below before receiving return instructions from our customer service team.
3. Return Address
Approved returns should be sent to:
Vale Hearth LLC
11015 Christmas Fern St
Houston, TX 77064
United States
Please ensure that the package is securely packed to help prevent damage during return transportation.
4. Return Shipping Costs
For returns due to a change of mind, incorrect size selection, or other reasons not caused by a product defect or fulfillment error, the customer is responsible for the applicable return shipping costs.
If an item arrives defective, damaged, or incorrect due to an error on our part, please contact us before returning the item. Where the issue is verified, Vale Hearth LLC will cover the applicable return shipping cost.
5. Return Inspection and Processing
Once your returned item is received, we will inspect it to confirm that it meets the return conditions.
Returns are generally reviewed within 3–5 business days after receipt.
If the return is approved, the refund will be issued to the original payment method.
After the refund has been processed by Vale Hearth LLC, it may take approximately 3–5 business days for the funds to appear in your account, depending on your payment provider or financial institution.
6. Exchanges
We may accept exchanges for eligible items within 30 days of the delivery date.
To qualify for an exchange, the item must meet the same condition requirements as a return, including being unworn, unused, undamaged, and in its original condition with applicable tags and packaging.
To request an exchange:
- Contact our customer service team with your order number.
- Identify the item you wish to exchange and the replacement item or size requested.
- Wait for our customer service team to confirm exchange eligibility and provide return instructions.
- Send the eligible item to the designated return address.
- Once the returned item has been received and inspected, we will process the exchange if the requested replacement is available.
Exchange requests are generally processed within 3–5 business days after the returned item is received and approved.
If the requested replacement is unavailable, we may offer an alternative resolution, such as a refund to the original payment method.
7. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or different from the item you ordered, please contact us as soon as possible.
Please provide your order number and clear photographs showing the issue. We will review the information and determine the appropriate resolution.
Where a product issue is confirmed to be the result of a defect, shipping damage, or fulfillment error, we may provide a replacement, exchange, or refund as appropriate.
8. Non-Returnable Items
Items may not be eligible for return or exchange if they:
- Have been worn or used;
- Have been washed or altered;
- Are damaged due to customer use or improper care;
- Have stains, odors, or other signs of wear;
- Are missing applicable original tags or labels;
- Are returned after the applicable 30-day return period; or
- Have been otherwise altered in a manner that affects their resale condition.
9. Refunds
Once an eligible return has been received and approved, the applicable refund will be issued to the original payment method.
Refunds do not include return shipping costs for customer-initiated returns that are not related to a defective, damaged, or incorrect item.
The time required for a refund to appear in your account may vary depending on your payment provider or financial institution.