Last updated: 16 August 2026
At Vallorne, customer care is part of the experience. Whether you have a question about a fragrance, an existing order, delivery or a return, our team will make every reasonable effort to assist you.
Vallorne ECOM OÜ
Paul-Gossen-Straße 99
91052 Erlangen
Germany
Telephone: +49 1522 9264462
Telephone charges depend on your telephone provider and applicable tariff.
For questions concerning orders, products, deliveries, tracking, returns, refunds, damaged products or other customer-service matters:
When contacting us about an existing order, please include:
Your full name;
Your order number;
The email address used to place the order; and
A clear description of your request.
Providing this information allows us to locate the order and assist you more efficiently.
For general business, sales or store-related enquiries:
Questions about an existing customer order should be sent directly to help@vallorne.com.
For enquiries concerning the Vallorne affiliate programme, creator partnerships and affiliate accounts:
Please include your name, social-media profiles, audience information and the nature of your proposed collaboration where applicable.
For questions concerning personal data, privacy rights, consent, data access, correction or deletion requests:
To protect customer information, we may need to verify your identity before processing certain privacy requests.
Further information is available in our Privacy Policy.
Once an order has been dispatched, the customer will receive an automated shipping confirmation email containing the DHL tracking information.
Tracking information can also be found through the Vallorne customer account:
Sign in to your Vallorne account;
Open the relevant order; and
Select the available tracking link.
Tracking information may take several hours to become active after DHL receives the parcel.
If tracking has not updated for an unusual period, contact help@vallorne.com and include the order number and tracking number.
If you need to change or cancel an order, contact help@vallorne.com as soon as possible.
We cannot guarantee that an order can be changed or cancelled after it has entered the fulfilment or shipping process.
If cancellation is no longer operationally possible, the applicable statutory withdrawal and return rights remain unaffected.
Before returning a product, contact:
Our customer service team will provide the return instructions and, where applicable, a prepaid DHL return label.
Please do not send unannounced returns directly to our registered business address. The correct return destination will be provided with the return documentation.
Further information is available in our Returns, Refunds & Right of Withdrawal Policy.
If a product arrives broken, leaking, defective, incomplete or incorrect, contact help@vallorne.com as soon as reasonably possible.
Please provide:
The order number;
A description of the issue;
Photographs of the affected product;
Photographs of the internal and external packaging; and
A photograph of the shipping label, where available.
These materials help us investigate the matter quickly but do not limit any mandatory statutory rights.
Please retain the affected product and all packaging until our customer service team provides further instructions.
Where appropriate, we will arrange a replacement at no additional cost or provide another remedy available under applicable law.
For assistance choosing a fragrance or understanding its concentration, notes, intensity, ingredients or available sizes, contact:
Please be aware that fragrance perception is personal and may vary depending on skin chemistry, environment, application and individual sensitivity.
Product information supplied by our customer service team does not constitute medical advice.
Customers should review the product packaging and ingredient information before use.
If irritation or another unwanted reaction occurs:
Stop using the product;
Seek medical advice where necessary; and
Contact help@vallorne.com with the product name, batch information and a description of the issue.
In an emergency, contact the appropriate local emergency or medical service immediately.
If a Vallorne product was purchased through a marketplace, authorised retailer or other third-party sales channel, the order, payment, cancellation and initial return request may need to be handled by the retailer from which the purchase was made.
Please contact the relevant retailer using the contact information supplied with that order.
For product-specific or safety-related questions, you may still contact help@vallorne.com.
Vallorne will never ask you by email or telephone to disclose:
Your complete payment-card number;
Your online-banking password;
Your PayPal, Klarna or Riverty password;
Your Shopify account password; or
A one-time security code intended to authorise a payment or login.
If you receive a suspicious message claiming to represent Vallorne, do not follow its instructions or open its links. Forward the message to help@vallorne.com so that we can review it.
Messages sent through social-media platforms may not be monitored as consistently as our official customer-service inbox.
For order-related, payment, return, privacy or delivery enquiries, always use the appropriate email address listed on this page.
We aim to respond to all legitimate enquiries as quickly and carefully as possible.
Response times may be longer during weekends, public holidays, product launches and periods of unusually high demand.
Sending repeated messages regarding the same enquiry may delay processing. If you need to provide additional information, reply within the original email conversation whenever possible.
Customer service, orders, returns and products
help@vallorne.com
General and store enquiries
store@vallorne.com
Affiliate and creator enquiries
affiliate@vallorne.com
Privacy and personal-data enquiries
privacy@vallorne.com
Telephone
+49 1522 9264462
Registered office
Vallorne ECOM OÜ
Paul-Gossen-Straße 99
91052 Erlangen
Germany