Our Response to COVID-19

The well-being of our customers and the  Valija family continues to be our top priority. Please see below for the latest updates on how we are responding to COVID-19. 

Following the Government of Puerto Rico’s“stay-at-home” orders, on March 15th we made the difficult but necessary decision to close our retail stores and partially suspend operations. 

Considering that our employees are our greatest resource, Valija has continued to pay employees, including benefits. Valija has also helped employees navigate the process of obtaining unemployment and any government assistance that may be available to them. 

In consideration of Circular Letter Num. 2020-07 dated April 16th, 2020 we are making efforts to reopen certain locations and offer limited service. Our ecommerce operation has reopened, and we are fulfilling orders actively 

We have increased our cleaning regimens. We are cleaning all high touch surfaces at least twice a day using CDC cleaning protocols. We are providing our personnel personal protection devices and inventory is being handled to prevent contamination. In addition, our protocol – consistent with CDC guidelines – calls for complete disinfecting if we learn that an infected employee has been in our workspaces. 

We have also made provisions for employees who do not feel comfortable working even with our preventative measures. We have told employees whose job requires them to work on-site that they are not required to come to work if they don’t feel comfortable. 

We have developed a special COVID-19 safety protocol to prevent the possibility of contamination in the workspace and provide peace of mind to our employees and will continue to develop it as new information arises. 

Throughout this challenging time, we have tried to maintain open lines of communication with our employees. We have provided employees updates. In those updates, we actively encouraged our employees to share any concerns or ideas for improvements they may have with Employee Administration. If our safety protocols are not being carried out in a given location or by a particular manager, we want to know so we can immediately rectify the situation. 

The past, present, and future success of Valija is a result of our amazing community of workers, and we anticipate the other side of this crisis, when we will be reunited. Most of all, we look forward to the days when we can reopen our stores and welcome all of you back. 

 

Our Policy Updates 

Due to COVID-19, and the temporary closure of our stores, we are being flexible with some of our policies. 

  • We will be extending our return policy for in-store purchases to accept returns after 30 days from the day the lockdown ends. Please note that all items purchased online can still be returned via mail. For information on online returns, reference our FAQ Page .
Please see below for a list of commonly asked questions related to COVID-19 and how it is impacting our business operations and our customers. 

 

FAQs 

Is my store open? Are there any changes to store hours? 

In an effort to protect our communities, we have decided to close all of our stores, including PR and Miami.Our online store is open. You can shop now here Online Store. 

Can I contact customer service? 

Yes! Our customer service team is available to help answer your questions. Please note, we are experience higher than average contact volume during this time and you may experience delays. Visit our Contact Page  for up-to-date contact options. 

Can I expect my shipment to be delayed? 

Our fulfillment centers and carrier networks are open and operational. You may experience temporary delays in the ordering process as a result of the higher than average volume and additional safety measures we are employing to help protect our teams. Also, USPS is having slight delays in orders shipped to the United States. 

Will my order be delayed due to COVID-19? 

At checkout, we’ll provide you with an estimated delivery date for your order based on your shipping method. Any delays or changes to your order timing will be communicated via email. Our carriers are maintaining normal delivery operations except where limited by government restrictions. Also, USPS is having slight delays in orders shipped to the United States. 

After my order is placed, can I change my shipping address due to COVID-19? 

As soon as you place your order, we start working on it right away. Any changes requested to an order once it's placed will depend on the status of the order. If we receive a request for change, we will make an effort to accommodate.Once shipped, in limited circumstances with specific carriers, we can request a package intercept. 

I have an order shipping to an area impacted by Government restrictions. What can I do? 

For addresses impacted by government restrictions, our carriers will hold your order at one of their facilities until they are able to deliver your items. Your health and well-being are our highest priority during this challengingtime, and we apologize for the unexpected delay. 

Can I cancel my order due to COVID-19? 

As soon as we receive your order, we start working on it right away.Anychanges requested to an order once it's placed will depend on the status of the order. In limited circumstances, we may be able to cancel items if they have not shipped. Please  Contact  for assistance. 

Can I delay my shipment? 

Once your order is placed, we start working on it right away. At this time, we are unable to delay or hold shipments. 

Can I return my items via mail because my store is closed? 

Items purchased in-store can only be returned to a store location. Due to store closures, we are temporarily extending our return policy for in-store purchases and will now accept returns made 30 days after the lockdown ceases. Please note that all items purchased online can still be returned via mail. For information on online returns, reference  FAQ Page. 

Are you still processing returns for online orders? 

Yes, we are.If you need to return anorder, pleaseyou can do so here FAQ Page. Once you’ve shipped your return, please allow 2-3 weeks for processing due to increased volume as a result of our temporary store closures. 

Are you offering in-store pickup? 

Due to COVID-19  all of our stores have closed temporarily. Though our stores are closed, we will offer a Curbside Pickup option for select locations. This contactless optionwill be implemented at some of our locations once they reopen. You can contact your store here Contact Page to request an appointment. One of our fashion consultants will contact you to help you make your order. When you arrive to collect your order, please call the store to let them know you're outside. Have your order number ready, and an associate will bring your item(s) right out to you! We also offer limited delivery service for a reasonable $10 fee.