Valentino Customer Care: Complete, Practical Guide

Valentino’s customer care is built around premium, white-glove support for ready-to-wear, Valentino Garavani leather goods, shoes, and accessories purchased through official channels. This guide explains how to reach the right team quickly, what to expect for shipping, returns, aftercare, repairs, and authenticity, plus region-specific considerations such as EU consumer rights and tax handling. Where specific policies vary by country or season, always refer to valentino.com for the most current terms.

Valentino was founded in 1960 in Rome by Valentino Garavani; today the Maison operates globally with e-commerce on valentino.com and directly operated boutiques across major cities. The historic Maison and Atelier are located at Piazza Mignanelli 23, 00187 Rome, Italy. Customer care for online orders is handled digitally and through boutiques rather than at the Atelier address.

How to Contact Valentino Customer Care

The most reliable entry point is the Contact page on valentino.com. From there, you can access email/web forms, region-specific phone lines (where available), and in many markets, live chat during local business hours. Using the exact email tied to your order/account speeds up verification and response. If you created an account at checkout, log in to “My Orders” to submit a request with your order number; it routes you to the correct regional team automatically.

Store-level assistance is available via the Store Locator on valentino.com (search by city to view boutique hours). For urgent fit issues or time-sensitive repairs, a nearby boutique can often provide a same-day assessment or triage, then escalate to centralized aftercare if needed. Always avoid sharing full card numbers or photos of IDs by email; customer care will never request your full payment details.

Orders, Shipping, and Delivery

Valentino typically offers multiple shipping speeds (Standard and Express) with real-time availability shown at checkout by destination. In major metropolitan areas, expect Express delivery in approximately 1–3 business days and Standard in 3–6 business days; remote addresses may require additional transit time. Many markets offer complimentary Standard shipping and returns during most of the year; any shipping fees, if applicable, are shown transparently at checkout before you confirm payment.

You will receive an order confirmation within minutes of purchase and a shipping confirmation with tracking once dispatched. If you need to modify the delivery address or cancel before dispatch, contact customer care immediately via your order page; once the parcel is in transit, changes are limited and depend on the courier’s options in your country.

Returns, Exchanges, and Cancellations

In the European Union, distance-sales returns are governed by the 14-day right of withdrawal: you may notify Valentino within 14 days of delivery and then return goods within the period specified on the site (check your country’s page). Items must be unworn/unused, with all original packaging, accessories, and any security or return tags attached. For hygienic and regulatory reasons, certain categories (e.g., customized items, pierced jewelry, fragrances with opened seals) may be non-returnable unless defective—refer to the country-specific Returns page on valentino.com.

Outside the EU, return windows are set per market and are often 14–30 days from delivery. Exchanges may be available for size or color on select SKUs; otherwise, the standard process is return for refund, then place a new order. Refunds are typically issued to the original payment method within 3–10 business days after the warehouse quality check confirms eligibility. If you need to cancel an order, act before shipment; after dispatch, you must complete a return.

Pre‑Orders, Made‑to‑Order, and Couture

Pre‑orders (clearly marked on product pages) ship on the estimated date shown at checkout; most cards are authorized at purchase and captured upon shipment. You can usually cancel a pre‑order prior to dispatch by contacting customer care. Made‑to‑order or personalized items are generally final sale unless there is a manufacturing defect, in which case warranty and consumer-law remedies apply.

Couture pieces and Atelier services are coordinated exclusively through select boutiques and the Maison. For these, expect multi-appointment fittings and bespoke aftercare; timelines and conditions are communicated by your boutique advisor.

Aftercare and Repairs (Leather Goods, Shoes, RTW)

Valentino offers professional aftercare via boutiques and authorized service centers. Common services include leather conditioning, edge repainting, small hardware tightening, and replacement of wear parts (e.g., heel tips, select studs on Valentino Garavani Rockstud items). Turnaround varies by complexity and market; simple services may be completed in 2–3 weeks, while component replacements or color matching can take 4–8 weeks or longer if parts must be sourced from Italy.

Costs depend on assessment. If customer care determines a manufacturing issue within a reasonable period from purchase, repair or replacement may be provided at no charge; otherwise, you’ll receive a quote before work begins. Bring or ship the original proof of purchase and detailed photos. For sneakers and RTW, cleaning and small fixes are possible case by case; extensive alterations are handled through boutiques.

Authenticity, Warranty, and Authorized Channels

Valentino cannot authenticate products via photos or email and cannot guarantee items purchased outside official channels. For assured authenticity, purchase directly from valentino.com, Valentino boutiques, or authorized retailers listed in the Store Locator. Keep your receipt or order confirmation—customer care will ask for it to open warranty or aftercare cases.

Warranty and consumer rights are governed by local law. In the EU, consumers benefit from a statutory legal guarantee of conformity (generally 2 years); remedies may include repair, replacement, or refund depending on the defect and timing. Outside the EU, warranty terms vary; customer care will advise based on your country. If you suspect a defect, contact support promptly with photos, a description of the issue, and your purchase documentation.

Payment, Taxes, and Pricing Transparency

Valentino accepts major payment methods that vary by market (e.g., Visa, Mastercard, American Express, selected digital wallets, and in some regions, local options). Pricing is displayed in the currency of the destination site. In the EU and UK, prices typically include VAT; in the US, applicable sales tax is calculated at checkout. Many countries ship DDP (Delivered Duty Paid), meaning duties are included at checkout; where DDU applies, duties may be collected on delivery and are disclosed before purchase.

To set expectations, indicative price ranges (subject to change): Valentino Garavani Rockstud pumps commonly retail around USD 990–1,190 depending on heel height and material; small leather goods often range from USD 350–690; signature belts from around USD 450–650; and staple handbags from roughly USD 2,200–3,500. Always refer to the product page on valentino.com for current pricing in your market.

Privacy, Security, and Communication Preferences

Valentino processes personal data according to its Privacy Policy (accessible via valentino.com). Under GDPR and similar laws, you may request access, correction, deletion, or portability of your data. To manage marketing preferences, use the unsubscribe link at the bottom of emails or update your account settings on the site.

For security, customer care may mask sensitive details and will never ask for full payment card numbers or passwords. If you receive suspicious messages purporting to be from Valentino, do not click links; instead, navigate directly to valentino.com and contact support through the official channels.

Fast-Track Tips to Get Help Efficiently

• Include your order number, full name, delivery address, and clear photos (issue, packaging, labels) in the first message to reduce back-and-forth.
• Contact from the same email you used to purchase; if not possible, attach the original order confirmation PDF or screenshot.
• Use the Store Locator to call your nearest boutique for time-sensitive fit/repair triage; boutiques can open service tickets that sync with e-commerce support.
• For returns, request the label within your return window and ship promptly; keep the drop-off or pickup receipt until the refund posts.
• If your parcel is marked delivered but not received, notify support within 24–48 hours and request a delivery investigation; provide building access details and any camera timestamps.
• Pre‑order updates: check your account for revised ship dates; if your event date changes, ask support about alternatives or size reservations.

Important Distinctions: Fashion vs. Beauty

Valentino Beauty (fragrances, cosmetics) is managed under a separate global structure from the fashion house. For beauty product questions, returns, or defects, contact the customer service listed on your beauty order confirmation or on the Valentino Beauty website for your region (for example: valentino-beauty.com or country-specific domains). Fashion customer care cannot access beauty orders and vice versa.

If you purchased beauty items in a department store, use the retailer’s customer service or the beauty brand’s contact form. Keep the receipt and product batch code handy to speed up replacements or quality assessments.

Key Links and Where to Start

• Main site: https://www.valentino.com
• Contact/Customer Care: navigate to “Contact Us” from the footer of valentino.com (regional pages vary)
• Store Locator (boutiques, hours): https://www.valentino.com/store-locator
• Privacy Policy: link in the footer of valentino.com (region-specific versions apply)
• Valentino Beauty (for fragrance/cosmetics support): https://www.valentino-beauty.com (use your country’s site)

Bottom line: start with the Contact page on valentino.com for order-specific support, use the Store Locator for immediate boutique assistance, and escalate with detailed documentation if timelines are critical. Keeping receipts, tags, and packaging intact until you’re certain to keep the item will make any return or aftercare request significantly faster.

How do I contact Valentino?

If you encounter any further difficulties or have any additional questions, please contact us at 1-877-813-0432 from 10:00am to 5:30pm ET Monday – Friday (except Holidays) to verify your information so that we can prepare your order. Alternatively, you may also contact us via email at [email protected].

Does Valentino have a warranty?

6.1 All products sold by VALENTINO US are covered by a twenty-four (24) month warranty (the “Warranty Period”). We warrant that the products purchased from the Website will be free from defects in materials and workmanship for the warranty period.

Can you return Valentino?

You can request a return within 30 days from the date you received your order. Before you fill out the form, kindly verify that the items are in their original condition, with all tags still attached. For more information, please read our Return policy.

How do I contact Valentino customer service?

1 855 967 1970
If you have any questions or require assistance, feel free to contact us at the toll-free number 1 855 967 1970. We are available Monday to Friday 9 am to 8 pm ET, Saturday from 10 am to 7 pm ET, excluding US holidays.