If you are looking for an item, start by entering a few words matching the name of the item you are searching for and select the magnifying glass icon. The matching search results will be displayed.

Sort options

The sorting options allow you to display results in a specific order.

• Newest arrivals: sorts items based on the day they were first posted on the website.
• Price high to low: sorts items by price. The highest-priced item appears at the top and the lowest-priced item appears at the bottom.
• Price low to high: sorts items by price. The lowest-priced item appears at the top and the highest-priced item appears at the bottom.
• Best sellers: sorts items based on their recent sales history. The most sold items appear at the top and the least sold items appear at the bottom.
• Featured: several factors are taken into account to feature an item, including:
  Purchase frequency: best-selling items
  Ratings: items with the best customer reviews
  Trends: items that are currently popular
  

Tip for finding items

To improve your search results, you can narrow your search to a specific section. se the menu (the three horizontal bars) located at the top left of the website.

1. Select the submenu corresponding to the type of item you are looking for.

Search for an item

• Enter a few keywords in the search bar.
• Click on the search icon.
  

For more information on how to search for a product, please refer to the section “Search for a product.”

How to add an item to the cart

• Click on the item to access the product details page.
• Select Add to Cart.

How to proceed to checkou

You must log in to your Valclo account to place an order. If you do not have a Valclo account, you can easily create one by entering your email address. You will then receive a code that you must enter to verify your identity.

1. Select the cart icon. You can modify your cart as many times as you wish by changing quantities, adding, or removing items
2. Review your order and make sure you have everything you want, then select Proceed to Checkout.

• Information: here you will find shipping information. At this stage, you must enter the recipient’s information, meaning the person who will receive the order (name, address, phone number). If you are the recipient, enter your own information.
• Shipping: here you will find information about shipping methods. You can choose the delivery option that suits you best (standard/free or express).
• Payment: here you will have the option to add promotional coupon codes. You can also use your gift card balance or store credit. Please note that the remaining payment balance will only be charged after delivery.
• Place the order: click on the Place Order button and your order will be placed.

Buy Now

Buy Now is an option that allows you to go directly to the checkout page for the selected item.

If you already have items in your cart and you select the Buy Now option for a specific item, you will be taken directly to the checkout page, and only that item will appear in your order.

How to know that your order has been placed

• You will receive a confirmation email indicating that your order has been successfully placed.
  
• If you do not receive a confirmation email, you can check your account to see whether the order appears there. If the order does not appear in the list of placed orders, please contact us.

IMPORTANT: When you place an order, you have 12 hours to pay the delivery fees or the full amount of the order. If this is not done, your order will be automatically canceled.

You can update the quantity of items in your order, your shipping (delivery) address, and your billing address.

To modify an order, you must contact customer service at servicesinfos@valclo.com and include your order number along with the list of changes you would like to make. You may modify your order as many times as you wish as long as the processing stage has not yet started.

Once your modification request has been received, we will send you a confirmation email. You can view the changes made to your order in your customer account.

If you wish to cancel your order, please refer to the section cancel an order.

To cancel your order, you must contact customer service at servicesinfos@valclo.com and include the order number(s) you wish to cancel as well as the reason for the cancellation of your order.

If you have already paid the delivery fees, they will be refunded if the order processing has not yet started. Otherwise, your order will be canceled, but the delivery fees will no longer be refundable.

If you have already paid for the order, the full amount of your order will be refunded if the order processing has not yet started. Otherwise, your order will be canceled, but the delivery fees will no longer be refundable. To learn more about our refund policy, please refer to the relevant section.

IMPORTANT: If your order contains personalized items, it cannot be canceled.

If you have not yet paid the delivery fees or the full order amount, no charges will be applied to you.

If the delivery fees or the total order amount are not paid within 12 hours after placing the order, the order will be automatically canceled.

Payments are made through Mobile Money (Orange or MTN).

When you placed your order, you entered a billing address. To make a payment, you must use the Orange Money or MTN Mobile Money account whose information matches the billing address linked to the relevant order.

IMPORTANT: Orders containing gift cards, Valclo account recharges, or personalized items must be paid in full before we can begin processing the order.

Once the payment has been completed, your order will be marked as paid and you will see the update reflected on your order.

If you no longer have access to the payment method used when placing the order, please contact customer service before the delivery driver arrives at your address so that we can make the necessary changes.

When you place your order, you must pay the delivery fees before we can begin processing the order. Once the delivery fees have been received, we will begin processing your order and send you an email notifying you that the processing of your order has started.

Payment on Delivery

Once your order has been processed, we will contact you to confirm the delivery date and time.

After the delivery driver has delivered your order, you may inspect it on the spot.

If you are satisfied with your order:
You may then proceed with the payment corresponding to the total amount of the order, excluding the delivery fees.

If you did not receive what you ordered or if you are dissatisfied with your order:
The delivery driver will take the items back, and we will contact you for more information.

• If the error comes from us: You will receive a new order, and you will not have to pay the delivery fees again.
• If the error comes from you: You will need to pay the delivery fees again if you still wish to receive your order.

To learn how to make a payment, please refer to the section Pay an order.

You can return any eligible item purchased on Valclo.com. To view the list of items that are not eligible for return or exchange, please refer to the section “Items that cannot be returned or exchanged.”

How to return an item

1. Log in to your account by clicking the My Account icon.
2. Select the relevant order.
3. Click on “Request a Return.”
4. Choose the reason for the return.
5. If necessary, add additional details in the Comments section.
6. Confirm your request.

Return time frame and refund policy

You have 7 days from the date of delivery to request a return.

• Returns made within 1 to 4 days after delivery: you will receive a full refund of your order amount.
• Returns made within 5 to 7 days after delivery: you will receive store credit equivalent to your purchase amount, redeemable on Valclo.com.

Returned items must be in their original condition and meet the applicable return requirements.

To exchange or replace an item, please log in to your customer account and submit a return request for the item concerned.

For instructions on how to submit a return request, please refer to our Return Policy section.

To be eligible for an exchange or replacement, the item must be returned in its original packaging and in its original condition.

IMPORTANT!!

• Items purchased as part of a promotion or special offer cannot be exchanged or replaced.
• Personalized items cannot be exchanged or replaced unless there is a manufacturing error or defect.

Certain items sold on Valclo are not eligible for return or exchange.

Digital and Electronic Products

The following items cannot be returned:

• Digital products
• Gift cards
• Valclo top-ups: Valclo account top-ups are non-refundable. However, the balance will remain available in your account until it is used.
• Laptops, desktop computers, and tablets returned more than 7 days after delivery

Other Non-Returnable Items

The following items are not eligible for return or exchange:

• Underwear
• Certain jewelry orders
• Certain beauty, personal care, and health products
• Personalized or custom-made items

Valclo reserves the right to refuse returns that do not comply with our return policy.

To update your account information, click on the My Account icon to access your customer area.

Once logged in, click on the profile icon located in the top right corner of the interface.

Edit Profile

This section allows you to:

• Update your name
• Update your email address
• Choose whether to receive news, promotions, and special offers by email by checking or unchecking the corresponding option

Addresses

In this section, you can:

• Add a new address
• Edit an existing address
• Delete a shipping or billing address

Payment Method

In this section, you can view your available store credit balance on your account.

If you experience any difficulties updating your information, please do not hesitate to contact our customer support team.

Email: servicesinfos@valclo.com

Téléphone: +237 655 21 80 05 / +237 652 08 81 90