FAQs

Delivery

How long will it take before you ship my order?

Your order will be shipped within 24 hours.

Can I change my shipping/delivery address?

We are unable to change the shipping/delivery address once orders have been made. Buyers have the full responsibility to provide us with the correct delivery address on the checkout page before payment. Any changes to address after checkout will not be considered as valid. A re-delivery fee will be charged to buyers for items that are returned due to incorrect delivery address.

My delivery is missing an item

Sometimes items are shipped individually. If you have further enquiries, contact us at: support@valk.com.au

Can I choose which courier my parcel will be delivered with?

Your item will be sent via courier or Australia Post depending on its size and weight. Refer to the individual product page to check the delivery method.

How long does delivery take once order has been shipped?

Depending on where you live in Australia, you can expect to receive your item within 5-10 business days.

How much is the delivery fee?

Valk offers Free Shipping sitewide. Free Shipping is limited to most metropolitan area’s based on the delivery postcode. Shipping Costs may apply to delivery areas outside of our Free Shipping postcode zones.

Why did my order not arrive together?

Sometimes items are shipped individually. If you have further enquiries, contact us at support@valk.com.au

Returns

Can I cancel my order?

Due to our warehousing process, once payment has been received, we are unable to cancel orders. Our 30 Days returns process will need to be followed in these instances.

How do I return my faulty item?

Should you wish to return a faulty item, please read here.

When will I get my refund?

The outcome of the inspection should take no longer than 6 business days from the date the item is received by our service department (times may vary).

What is the change of mind policy?

You will receive a store credit for returned items in cases where you have changed your mind. This also applies to orders cancelled when the item has already been dispatched from our warehouse. We accept Change of Mind returns for 30 days after you have received the item. The item must be in a re-saleable condition to qualify for a Change of Mind store credit. Store credit is valid for 12 months. Handling / Cancellation fees will apply at 20% of the purchase price. The refund amount will not include original freight costs (where freight costs were listed separately).

My item is faulty but I don’t want to refund

A unique benefit Valk provides is product servicing. Unlike other online retailers, we have a committed team of expert technicians on location that attend to any technical issues that may arise with your items. If we feel your item is in need of repair, we offer free return postage for the first 60 days following purchase. And in cases where the unit is to be returned following repair, it will be shipped at no cost to you.

What is the warranty policy?

Valk offer a 12-month warranty on all products used for private household use from the date of purchase (unless noted otherwise). The use of products for commercial purposes qualifies the purchaser to a 3-month warranty period.

Payment

What payment methods does Valk accept?

Valk accepts Mastercard and Visa.

Why won’t my coupon code work?

The coupon code could be invalid or expired. If you believe this may be a mistake, you can reach out to us at support@valk.com.au

Can I split my payment?

Split payments are not available at this time.

Do your prices include GST?

Yes, our prices include GST.

Did my order go through?

To confirm your order was successful, you can:

  • Check your bank statement to see if the funds have been deducted
  • Check your email for a confirmation email
  • For further assistance, please contact us at support@valk.com.au to confirm before purchasing again.

My payment is not going through

If your payment was declined during checkout:

  • Check your card number was correctly entered
  • Check your card has sufficient funds
  • Contact your bank to ensure there are no holds/blocks placed on the card
  • If this does not resolve the issue, please contact us at support@valk.com.au

I have issues checking out

If you have having issues with checking out, this could be a web browser related issue. You can try to fix this by:

  • Clearing your cache
  • Purchasing from an incognito browser window
  • Disable browser extensions
  • Ensuring you are using the most up-to-date version of your browser.

If there are still issues, please contact us at support@valk.com.au

Can I pay for a presale order when it arrives?

Once the presale on the product is over, you will be able to purchase the product as usual.

My preorder hasn’t arrived yet.

Pre-orders dates are estimated and can change once the product becomes available.

When will you have more stock?

Our items are popular and can sometimes sell out before we get more stock. Please keep checking our product page to see when the product is back in stock.

Pickup

Do you offer Pick up?

We do not currently offer a pick up service.