Cancellation & Withdrawal Policy.
Valerive — operated by S Commerce, Nieuwegein, the Netherlands — sells dresses to customers in the United Kingdom, and under UK law you have a genuine, no-questions-needed right to cancel most orders within 14 days. This page explains, order by order and step by step, exactly how that right works for a Valerive purchase, how to use it, when your money comes back, and where our own goodwill returns policy picks up after it.
You can change your mind. That's the whole point of this right.
Because Valerive sells to you at a distance — you order a Fairy Maxi Dress or a Bella Maxi Dress online without trying it on first — the law gives you a statutory "cooling-off" right to cancel most orders for any reason, including simply changing your mind, within 14 days of receiving your goods. You do not need a defect, and you do not need to give us a reason.
Because we ship exclusively to the United Kingdom, the right described on this page is primarily the one set out in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. S Commerce, the company operating Valerive, is established and registered in the Netherlands, so we have also set out below how the equivalent Dutch right of withdrawal under the Burgerlijk Wetboek (Dutch Civil Code), Book 6, Title 5, Section 2A applies to how we run the business. Both regimes trace back to the same EU Consumer Rights Directive 2011/83/EU, so in practice they work the same way for you as a Valerive customer.
Nothing on this page limits, replaces or reduces any right you already have under the Consumer Rights Act 2015 or any other mandatory consumer protection law. Where this page and a mandatory legal right differ, the legal right always takes priority.
Working out when your cancellation window starts and ends
The 14-day cooling-off period is counted from the day you (or someone you nominate) physically receive the goods — not from the day you place the order or the day it is dispatched. How it is calculated depends on how your order arrives:
The 14 days run from the day after the parcel is delivered to your address — for example, one Zirella Summer Dress arriving in a single delivery.
If you order several dresses together and we send them in separate parcels, the 14 days run from the day you receive the last parcel in that order, not the first.
Valerive does not currently sell subscriptions or recurring deliveries of the same item, so this scenario does not apply to any order placed today.
You are also entitled to cancel at any point before delivery — from the moment you place your order right up until the 14-day period after delivery ends. If the deadline falls on a weekend or UK public holiday, it simply carries over to the next working day; nothing is lost.
A clear statement is all the law requires
To exercise your right to cancel, you simply need to send us a clear statement that you have decided to cancel your contract before the 14-day window closes. There is no set wording, but the completed cancellation form in Section 4 below covers everything we need and is the fastest way to get your refund moving.
Send your order number and cancellation statement to support@valerive.com. This is the quickest route and gives you a timestamped record.
Call +31 6 26269395 during support hours, Monday–Friday, 09:00–18:00 CET/CEST. We will confirm your cancellation in writing afterwards.
Fill in the interactive cancellation form in Section 4, then either submit it by email or download/print it and send it to us. It is set out to match the EU model cancellation form.
If you cancel by phone, we recommend also emailing support@valerive.com so there is a written record with a clear timestamp — this protects you if there is ever a dispute about whether you cancelled in time.
Fill it in, then download or print it
This form follows the EU standard model cancellation form. Complete it below — your entries stay on this page and are never sent anywhere automatically. When you're ready, download a copy to attach to an email to support@valerive.com, or print it to post to us.
To: S Commerce, trading as Valerive, Wijde Wade 4-89, 3439 NP Nieuwegein, The Netherlands — support@valerive.com — +31 6 26269395
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Downloading creates a text file on your own device with everything you've typed above — nothing is uploaded or sent automatically. Attach the downloaded file to an email to support@valerive.com, or print the form and post it to the address shown above.
Once you've cancelled, here's what happens with the parcel
Telling us you're cancelling and physically returning the goods are two separate steps, each with its own deadline.
Once you've told us you're cancelling, you then have a further 14 days to send the dress(es) back to us or hand them to a carrier, starting from the day you told us you were cancelling. Contact support@valerive.com first and we will confirm the correct return address and any authorisation reference before you post anything back.
Under the Consumer Contracts Regulations 2013, you are responsible for the direct cost of returning goods you have cancelled, unless the item arrived faulty, damaged, incorrect or not as described — in which case Valerive covers the return postage, consistent with our Return & Refund Policy.
You may unpack and try on a dress to see how it looks and fits, the way you would in a fitting room — but you are liable for any reduction in value caused by handling the goods beyond what is necessary to establish their nature and features. In practice, this means leaving tags attached and avoiding wear, marks, perfume or odours that would prevent us reselling the item as new.
Please use a tracked postal or courier service and keep your proof of postage until your refund is confirmed. This protects you if a parcel is delayed or lost in transit and is not itself an extra legal requirement, simply good practice.
Refund timing, method, and what's included
| What happens | Legal timeframe | How it's paid |
|---|---|---|
| You cancel and return the goods | Refund issued within 14 days of us receiving the goods back, or receiving evidence you've sent them (whichever is earlier) | Original payment method used at checkout |
| You cancel before goods are dispatched | Refund issued within 14 days of your cancellation notice | Original payment method used at checkout |
| Standard delivery charge you originally paid | Refunded in full alongside your product refund, up to the cost of our standard delivery option | Original payment method used at checkout |
| Extra cost of a faster/premium delivery option you chose | Only the equivalent of our standard delivery charge is refunded; the difference is not refundable | Not applicable |
Valerive is entitled to withhold your refund until the returned dress has actually arrived back with us, or until you have supplied evidence that you have sent it back (such as a tracked postage receipt), whichever happens first — this is a right the law gives us, not a delay tactic, and we act as soon as either condition is met.
Situations where the 14-day right doesn't apply
The Consumer Contracts Regulations 2013 (and the equivalent Dutch provisions) list specific categories of goods that are exempt from the cancellation right, usually because reselling them once opened isn't realistic. We set out the full legal list below and tell you honestly which parts currently apply to what Valerive sells.
This category exists in law mainly for items like underwear, swimwear or pierced-ear jewellery sold with a protective seal. Every product currently listed on valerive.com is a ready-to-wear dress sold without a hygiene seal, so this exemption does not apply to any item in our current range. We include it here for completeness and will update this section immediately if that ever changes.
We do not currently offer made-to-measure, monogrammed or otherwise personalised dresses. Every dress we sell is a standard, pre-made style and size. If we ever introduce a personalised option, it will be clearly labelled as non-cancellable at the point of purchase, before you pay.
Not applicable — dresses do not deteriorate or expire in the way fresh food or flowers do.
Not applicable — Valerive does not sell any digital or media products.
On "final sale" or clearance-labelled items: if we ever run a clearance sale, sale items remain fully covered by this 14-day statutory cancellation right unless we clearly state otherwise on that specific product page before you order, in line with UK consumer law — a general "sale items are final" notice cannot override your statutory right to cancel.
Cancelling part of a multi-item order
If your order contains more than one dress — for example a Carisia Maxi Dress and a Serelina Maxi Dress in the same checkout — you do not have to cancel the whole order to exercise your right. You may cancel any individual item(s) within the 14-day window while keeping the rest of your order.
Simply tell us which specific item(s) you're cancelling using the form in Section 4 or by email, and we will refund the price of the cancelled item(s), plus a proportionate share of the delivery charge only where cancelling that item means you no longer qualify for the delivery terms applied to your original order (for example, a free-delivery threshold). We will always explain the exact figures in our confirmation reply so nothing is left unclear.
Confirmation, every time
As soon as we receive your cancellation notice, we send a confirmation email to the address on your order acknowledging that we've received it, restating the 14-day return deadline that now applies, and confirming the return address once your request is processed. Please check your spam or promotions folder if you don't see it within a few hours, and get in touch if nothing arrives — our customer service team is monitored 24/7 by email and aims to acknowledge every message within 5 hours.
Two different rights, working side by side
This page covers your statutory 14-day right to cancel under the Consumer Contracts Regulations 2013. Separately, as a matter of goodwill, our Return & Refund Policy gives you a longer 30-day window from delivery to return an unworn, tagged dress for any reason, including simply changing your mind.
In practice this means: if you contact us within 14 days of delivery, you are exercising your legal cancellation right and the terms on this page apply in full. If you contact us between day 15 and day 30, you are using our extended goodwill return window, and the process and return-postage terms in the Return & Refund Policy apply instead. Either way, you contact the same team at support@valerive.com and we will confirm which policy applies to your request in our reply, so there is never any ambiguity about your refund.
Nothing in our 30-day goodwill policy ever reduces the protections described on this page — where the two overlap, whichever gives you the better outcome applies.
Where Dutch law applies to S Commerce
S Commerce, the company behind Valerive, is registered in the Netherlands (KvK 78609437, VAT NL003351754B26), which means Dutch consumer-protection and e-commerce law governs how we run the business, alongside UK law governing our transactions with UK customers.
The Dutch right of withdrawal ("herroepingsrecht") for distance-sale consumer contracts is set out in the Burgerlijk Wetboek, Book 6, Title 5, Section 2A (Articles 230g–230t), which implements EU Directive 2011/83/EU — the same directive that shaped the UK's Consumer Contracts Regulations 2013. In substance, the 14-day cancellation period, the 14-day return window, the 14-day refund deadline and the exemption categories described on this page mirror one another almost exactly under both systems.
The Autoriteit Consument & Markt (ACM) supervises compliance with Dutch consumer-protection and e-commerce rules by traders established in the Netherlands, including S Commerce. Dutch and EU consumers can also seek independent advice from the Consumentenbond, and unresolved disputes can be brought before De Geschillencommissie (the Dutch Disputes Committee) where applicable.
Where UK law applies to your order
Because you, our customer, are based in the United Kingdom, UK consumer law governs the relationship between you and Valerive for this purchase, in addition to the Dutch obligations that apply to S Commerce as a business.
This is the primary legislation behind everything described on this page: your 14-day cooling-off period, the information we must give you before you buy, your right to a clear cancellation statement, and our refund obligations once you cancel.
This separate Act guarantees that goods you buy must be of satisfactory quality, fit for purpose and as described — rights that exist independently of, and in addition to, your 14-day cancellation right, and which continue to apply even after that window has closed. See our Return & Refund Policy for how we handle faulty or misdescribed items.
Free, independent advice for UK consumers is available from Citizens Advice and the Citizens Advice consumer helpline, and Trading Standards is enforced locally with oversight from the Chartered Trading Standards Institute (CTSI).
Taking a cancellation dispute further
We want every cancellation to be resolved directly and quickly with our own team at support@valerive.com. If you feel a cancellation or refund hasn't been handled correctly, you also have these options:
Contact the Citizens Advice consumer helpline for free guidance on your rights under the Consumer Contracts Regulations 2013, or report the matter to Trading Standards via citizensadvice.org.uk.
You can notify the Autoriteit Consument & Markt (ACM) of a suspected breach of Dutch e-commerce or distance-selling rules at acm.nl, or seek independent advice from the Consumentenbond at consumentenbond.nl.
Reviewing and updating this policy
We review this Cancellation & Withdrawal Policy at least every 12 months, and sooner whenever we change our product range, delivery process, or the third-party apps involved in fulfilment, or when UK or Dutch/EU consumer law is updated. The version in force is always the one published here, dated at the top of this page.