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  • How do I know what products are best for me?
    Each product we provide a full product description, ingredients list as well as instructions of use & storage for best results. Please note, some products may contain ingredients that are not suitable for people with nut allergies. If you are unsure which products are best suited for your skin type, you may contact us with a description of your concerns & the current condition of your skin and we are happy to guide you in the right direction to maximize your benefit from the products we offer! Email: Phone: 250-808-5196
  • How do I know the best way to use the products?
    We have provided detailed instructions in the description of each product for you to reference at your convenience. If you would like any further information or have any questions, please contact us directly! Email: Phone: 1-250-808-5196
  • Can I modify or cancel my order after it's placed?
    Depending on when your order is placed, you may be able to modify or cancel your order. We process our orders every morning (PST) and ship the orders in the afternoon. If you place your order late in the evening or early in the morning before we have started processing the orders, you may have a chance to catch us in time before your order is shipped. If you would like to make changes, we are happy to help in any way possible, please contact us via email or call us directly 1-250-808-5196. Please review your order carefully before completing the purchase.
  • Do you offer discounts or promotions?
    Yes, we often run special promotions and offer discounts to our valued customers. Keep an eye on our website and subscribe to our newsletter to stay updated on our latest offers.
  • Are your products cruelty-free?
    Yes, we are committed to cruelty-free skincare and beauty. Our products are not tested on animals.
  • Are your products suitable for sensitive skin?
    Many of our products are formulated to be gentle and suitable for sensitive skin. Check individual product descriptions for specific details.
  • Can I return my product?
    We do offer the option to return products under specified conditions, please see our refund & return policy section for an extended explanation of these conditions as well as proceeding steps to start the return process!
  • Why have I not received my product yet?
    At Aella Valentina, we work very hard to personalize each order and accurately craft our products to display our care and attention to our mission. We apply great effort to delicately prepare each order and larger orders may take a bit longer to perfect before we send it on its way to you. We appreciate all your support in our mission as well as your patience. If there may be any case that your order should take longer than 1 business day to ship, please know we will contact you directly to update you on the reason for the delay as well as options for solutions to ensure we maintain our promise for customer satisfaction. Shipping times vary depending on your location and the selected shipping method. Typically, standard shipping takes 3-7 business days, while express shipping may deliver within 1-3 business days. We ask that you keep in mind, technology may glitch from time to time and if you think your order may have been missed or you did not receive specific information about the progress of your order, please contact us directly! Email: Phone: 1-250-808-5196
  • My order has shipped but it is taking longer than the shipping estimate
    Postal Service tracking is provided for each order one the label is created, if your tracking states 'the sender has provided information' with no further updates, this indicates that a shipping label has been created for your order, however, the postal service has not yet scanned the package to check it in for further updates yet. Please note, as much as we wish we could personally deliver your orders to your door, we do not have much control over the speed at which the postal service processes shipments and some delays may occur. Should there be any transit or delivery issues with your shipment, you may contact the postal service directly to correct this, or for additional assistance with this please send us an email! Email:
  • Do you offer international shipping?
    Yes, we offer international shipping to select countries. Please check our list of eligible countries during checkout.
  • Can I return opened or used products?
    For hygiene and safety reasons, we cannot accept returns of opened or used cosmetics and skincare items. Please ensure the product is unused and in its original packaging.
  • How can I contact your customer support team?
    - We are here to help! You can reach our customer support team by emailing or calling 1-250-808-5196. We aim to respond to inquiries promptly.
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