FAQs

Q: Where can I find more information on sizing?

You can find a copy of our sizing guide by clicking here.

Q. What is your return policy? 

For our full return policy, including limitations and exclusions, please click here.

Q: When will my ordered items arrive?

For shipping information, please click here.

Q: Do you ship to international addresses? 

Yes; however, you will be responsible for any additional duties or taxes from international shipments.

Q: Why does the URL of your site change when I checkout? 

We use a third-party host called Shopify for the secure processing of credit card transactions.  Credit card and order data is encrypted and secure.  Shopify is Level 1 PCI Compliant and uses 128 bit SSL certificates to keep order details secure. The URL of a secure connection to this host will begin with http://checkout.shopify.com. For more information about Shopify, please visit shopify.com.

Q: Do I have to pay taxes on my order?

We only charge and collect sales tax at checkout on orders shipped within New York State. If you see a tax line item in your shopping cart and plan to ship out of state, your total amount will be adjusted once you select your shipping state in the final checkout page.

Q: How can I check the status of my order?

You can check on your order status by logging into your user account and selecting the order details from your account history. You can also check the status of your order by e-mailing orders@germanvaldivia.com.   A brand specialist will be in touch with you and provide you any additional information relating to your order.  

Q: I selected a different currency, why during checkout does it show everything in USD? 

Your selected currency allows you to see the price of an item in your currency at the most current exchange rate.  When you checkout, our store will process your order in USD.  Nonetheless, you will get the benefit of the most current exchange rate for your selected currency.

Q: I want to visit the studio.  Do I need to come with a personal shopper?

No, you do not need to set an appointment with a personal shopper.  We accept appointments directly with clients; however, we are very selective on who is allowed into the studio.  In the event you would like to come with a personal shopper please contact the studio directly to ensure your personal shopper is on our list of accepted personal shoppers.  To come by yourself, please email info@germanvaldivia.com or click here.