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Visit our Password Recovery page.
How can I change my email preferences?
You can change your email preferences by logging into your account and clicking on ‘Email Preferences’. From here you can choose to subscribe or unsubscribe from Valbruna Vail emails. To quickly be added to the list, sign up below.
How do I change my account information?
You can change your personal information, billing and shipping addresses, or payment details by logging into your account and clicking on ‘My Information’.
How do I manage my Address Book?
Log in to your account and go to ‘Address Book’ to view, edit, or delete shipping addresses.
What is a wishlist, and how is it used?
When you register and set up an account, you can create a wishlist to let your friends and family know about products you’re interested in, or use it to simply keep track of items you’d like to purchase at a later date. To create a wishlist, log into your account and click on ‘Wishlist’.
How do I review an item I’ve purchased?
To leave your feedback on an item, make sure you’re logged into your account and click ‘Write a Review’ on the product detail page. You’ll be brought to a page where you can rate the product, leave a comment, and, for clothing, include optional measurements to help assist others. All reviews are automatically anonymous, unless you choose ‘Display my first name and last initial in my review’. When you’re finished, click ‘Submit My Review’. All reviews will be posted within 72 hours and must comply with our Review Guidelines.
What payment methods do you accept?
We accept American Express, Discover, Mastercard, and VISA credit cards, or debit cards as payment online or by phone. At this time, gift cards can only be redeemed in our stores or by phone.
Does Valbruna Vail offer coupons or promotional codes?
If you received a coupon or promo code for valbrunavail.com, you may enter it at checkout. If the code is valid, it will be automatically applied to your order. If a coupon or promotional code is not working, verify that the items in your cart meet the promotion’s Terms and Conditions.
Can I use my Valbruna Vail gift card online?
At this time, Valbruna Vail gift cards cannot be used on Valbruna Vail.com. Please call one of our representatives to place an order when purchasing with a gift card.
My order payment authorization declined
In the event we are unable to authorize your order, a customer service representative will attempt to contact you via email or by phone to help assist you in your purchase. If we are unable to reach a resolution of the matter within one week, your order will be cancelled.
RETURNS & EXCHANGES
How do I return or exchange an item?
If you're not satisfied with your purchase, send it back for an exchange or refund within 14 days from the date you receive it. Returns must be in pristine condition, accompanied by the packing slip. Final sale items are non-refundable. Gift recipients will receive a non-refundable gift card. For more detailed information, visit our Returns and Exchanges page.
How do I return a gift?
When a gift is returned, a Valbruna Vail gift card will be issued to the gift recipient for the amount of the returned merchandise. The merchandise gift card can be used for purchases from Valbruna Vail store. We are unable to honor gift card purchases online. If you would like to use your gift card for an item you have viewed on our website, please call customer service at 970.827.9091
Can I return an item purchased online to the Valbruna Vail store?
Valbruna Vail.com purchases may not be returned / exchanged in the Valbruna Vail store. If merchandise is attempted to be returned / exchanged at the Valbruna Vail store, the merchandise will be shipped from the store to our warehouse, and your account will be credited for the full amount when your return arrives at our warehouse.
ORDERING & SHIPPING
How can I check the status of my order?
To view your order status, log in to your account and go to ‘Order History’. You’ll see a summary of your most recent order and the stage of progress your package is in (Order Placed, Order in Progress, Preparing to Ship, Shipped, Delivered, etc.). To track items that have already shipped, you’ll receive a shipment notification email that includes a tracking number and estimated delivery date.
I did not receive a confirmation email
After placing an order, you should receive an order confirmation email within 10-15 minutes. If you do not receive an order confirmation email, check your spam folder to ensure your email service provider didn’t move it there automatically. If you are still unable to locate, a service representative will be happy to assist you via live chat, email or phone.
How do I change or cancel an order?
You can only make changes or cancel an order if the order status is still processing or if your item is backordered. Once an order is in progress or has shipped you will not be able to make any changes or cancellations. To view your order status, log in to your account and go to ‘Order History’.
My order has not shipped or is backordered
Please review your order status for an approximate shipping date. You will be notified via email once your item has shipped. If you would like to change or cancel an item that has been backordered, please contact customer service to assist you in your order.
What if I only received part of my order?
Items on an order may be shipped separately, depending on availability. Please refer to your order status for projected ship dates, or contact us directly for more details at 970.827.9091.
An item I would like to purchase is unavailable, can I be notified when it is fulfilled?
Most items are in stock and ready ship within 24 hours, but some exclusions may apply. Item availability can be found in red text on our product pages. If applicable, red text will not appear until a size and color is selected. If an item you would like to purchase is unavailable, click on the desired size and color and a prompt will appear to be notified once that item has been fulfilled in our warehouse.
Why am I receiving multiple shipping confirmations and/or additional charges?Items on an order may be shipped separately, depending on availability. You will receive an email confirmation for each package that leaves our building. Ground shipping charges are pro-rated over your entire order. If you choose expedited shipping, please note that expedited shipping charges apply to each individual shipment.