Frequently Asked Questions

General inquiries

On our website and mobile apps, you can find our entire inventory catalog listed online. If you’re pursuing a particular pair, go ahead and use our search bar to browse through our vast product range. If we’re out of the size you’re looking for, when it becomes available again, we’ll notify you.

Sure, our entire stock is guaranteed to be authentic.

If you no longer want to receive the latest news from Valor, just click the unsubscribe link in the bottom end of the e-mail.

Orders

If you want to cancel your order then send us an e-mail to support@thevalor.shop. Please type “Cancel” in the subject area followed by the number of your order. We can not guarantee that your order will be cancelled if you give us a cancelation request, but if your order has not been processed by the time we process your cancelation request, we can cancel it normally.

There may be different reasons for canceling an order. The most common reason is that the item you ordered was not in stock and was not expected to be on our website. If we need to cancel an order, we will always give an e-mail detailing why it was cancelled. We reserve the right to cancel orders in our sole discretion. Please contact our Customer Support at support@thevalor.shop if you have not received an e-mail with an explanation after your order has been cancelled.

On the My Account page of our website, you can check the status of your current order as well as your entire order history. Remember that in order to access your My Account page, you need to sign into your Valor account.

No, you don’t need a Valor account to shop. If you have not purchased from us before, an account will be automatically created and a password will be sent to the e-mail address you entered. Use your account to keep track of your order and to save you from entering your shipping information the next time you shop with us.
Please note that we do not share your information in any way and your password is well encrypted and will never be shown to us. No newsletters or promotions will be sent to your e-mail unless you allow us by ticking the newsletter box at your profile.

Returns

Shipping on returns which are not faulty shall be arranged and paid by the customer in compliance with our return terms. Pack your goods so that they are protected, and if you’re returning items, please remember not to ruin the shoe box with tape, writing, shipping labels etc.
We will contact you via e-mail as soon as we’ve processed your return.
Our return address is:

Sunday Street, 52
West Legon
Accra, Ghana.

After we receive it, we will process your return ASAP. This may take up to 2 weeks depending on the current volume of returns being processed.
You will receive an e-mail from us as soon as your return is processed and your refund will be made available to you within a few days depending on your payment option.

When one or more items are missing from your order, make sure NOT to throw away the parcel you received. Send us an email describing what goods are missing and take a few pictures of the shipment you received. Make sure you capture all sides of the box and everything in it.

Delivery

We always try to ship your order within 1 business day from when you placed your order. Usually if you place your order before 09.00 AM GMT we will ship it the same day, this is however not a guarantee. Orders placed on weekends and holidays will be shipped the next business day.
You’ll normally receive your order within these time frames (counted from the first business day after you placed your order):

  • Accra: 2-3 days
  • Kumasi: 3-5 days
  • Cape Coast: 3-5 days
  • Koforidua, Tema: 3-4 days
  • Takoradi: 3-5 days
  • Sunyani: 3-5 days
  • Ho: 3-5 days
  • Tamale, Bolgatanga, Wa: 3-5 days
  • Obuasi: 3-5 days

Delivery fee within Accra is Ghs 20.00 and that of outside Accra is Ghs 30.00 per sneaker.

You may ship to an address that differs from your billing address.

Currently, we operate and ship to only Ghana.

Unfortunately we do not deliver to PO Box addresses.

Payment

We are currently working with Flutterwave which allows us to accept Mastercard, Visa and Mobile Money from all the network providers in Ghana.

Products

We always try to restock popular products, it all depends on whether the companies have any inventory to supply us with. Nonetheless, we generally don’t get restocks when it comes to limited releases.
You will be the first to hear about any re-stocks and other important information if you sign up to our newsletter. You can also follow us with daily updates on Instagram.

Sure-all items on the website and our mobile apps are in stock either in our Central Warehouse or in one of our stores. We have a 99% delivery rate. In the unlikely event that an item you ordered is out of stock, our Customer Service team will notify you of this via e-mail and promptly reimburse you.

For all other inquiries, including technical issues, please contact customer support at support@thevalor.shop

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