Customer Help

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Frequently Asked Questions for a better browsing experience.

About VALE Designs

What is Adaptive Clothing?

Adaptive clothing is designed for those who have limited mobility and are unable to wear traditional clothing.

Special adaptive designs may be needed for people who have physical disabilities, the elderly population with reduced mobility or those with temporary limited mobility (for example, in recovery from surgery and undergoing physical rehabilitation).

VALE's innovative clothing designs are made to make daily routines easier for both users and caregivers.

What is Assisted Dressing?

Assisted Dressing clothing is designed for those individuals (users) who are unable to physically dress themselves and need assistance from others (caregivers) to get them dressed and undressed.

Typically, these are those who may have difficulty getting themselves dressed because of an inability to operate fasteners, or even loss of full range of motion needed to dress themselves, namely people using wheelchairs and people lying down in beds over extended periods of time.

VALE offers fashionable assisted dressing solutions enabling the caregivers to carry out the dressing process quickly, easily, with less need to touch and handle the user, and alleviating frustration and discomfort for both of them.

What's the difference between Assisted Dressing and Self Dressing?

Self Dressing clothing is for those who may have limited dexterity or cognition and may require some help while getting dressed, but are still able to dress themselves.

Is VALE a Danish brand?

Yes! We are a Danish brand dedicated to making people with special needs to feel equally worthy. In the About VALE section you will be able to get to know us and the 'Story behind VALE'.

Does VALE has any physical stores?

No. VALE’s concept is to sell our products only through our Online Store and through VALE’s own Agents in selected countries.

What is the quickest way to find a particular product in the Store?

You can quickly search for a specific product by typing its name in the 'Search' field in the top right-hand corner, or by using the 'Filter' option in the products page.

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What makes VALE a trustful brand?

VALE believes in empowering people - including those with special needs.

VALE's designs are special developed and adapted for enabling easier and simpler dressing solutions for those who need assistance getting dressed. What was perhaps once impossible can now become more manageable and carried out with ease and comfort, while at the same time giving back the user’s self-esteem, sense of style and comfortable routines - ultimately improving their quality of life and bringing peace of mind.


What size should I buy?

If you’re not quite sure which size is right for you, refer to our Size Guide.
If your child is between two sizes, we recommend that you select the larger size.

Can I change my order?

It is possible to change your order only if we have not packed your items yet.
Therefore, you should immediately contact our Customer Service with your change – we recommend calling us directly in these cases. However, we cannot guarantee that we can make the change if your order has already been packed and prepared for shipping.

Still, we remind you that you can always exchange your item(s) for a preferred style or return for a full refund up to 30 days after reception date, according to your preference.

Please refer to our Refund Policy for further information.

Can I cancel my order?

Unfortunately, this is not possible.
We completely get it, we change our minds too! While we wish we could, once an order is placed, we are unable to alter or cancel it at this time. We hope to have a cancellation window one day in the future.

Should the item(s) not work out, make sure to exchange for a preferred style or return for a full refund.

Please refer to our Refund Policy for further information.

Can I merge two different orders?

Unfortunately, this is not possible.
Once an order is placed, it will be automatically processed by our system and we cannot join it with another different order.

Can I order something over the phone or by email?

Unfortunately, this is not possible as payment must be made when creating an order.
However, making a purchase in our Store is perfectly safe.

Can't select size or color – is there an error on the page?

No, this is simply because that specific size or color is Sold Out.

A product is Sold Out – how do I know when it will be back in stock?

We can contact you and let you know when the product will be available for sale again in our Store.
Just contact us through our Contact Form and let us know which product and size you are interest in, and we'll send you an email when the item comes back in stock.

Shipping and delivery

We use all major and local courier partners. You’ll be asked to select a delivery method during checkout.

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

Please refer to our Shipping Policy for further information.

Does VALE ship internationally?

Yes, we currently ship internationally to the European Countries below, regardless of size and weight.
Shipping costs will apply, and will be added at checkout.
Shipping is FREE for all these countries on orders above 100 EUR.

Austria, Belgium, Czechia, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom.

If your country is not on the list above, please feel free to Contact us for specific shipping destinations.

How much does shipping cost?

This depends on your location - however, shipping is FREE for all orders above 100 EUR, regardless of the destination country (for the ones we currently ship).

You can know more about this under our dedicated page Shipping Policy.

How long does delivery usually take?

This depends on your location - but for most European countries delivery is within just one week.
You can know more about this under our dedicated page Shipping Policy.

Tracking numbers are generated automatically by our shipping agent, allowing both you and us to follow the parcel at all times until delivery takes place.

Will the products always be delivered?

Yes! Our Store manages all our stocks live. This means that if you can buy a product from our Store it’s because we have it in stock.

However, we accept no liability for products that are sold out or for system errors from our webshop platform - Shopify.
If any items are missing from your order – please contact our Customer Service.

My order is “Pending" – what does it mean?

It means that your order has been registered into our system but has not been processed yet.
Typically, we take between 1-3 workdays to process your order.

My order is “Being processed” – what does it mean?

This means that our warehouse is now processing your order for shipping.

My order is “Shipped” – what does it mean?

This means that your order has been shipped from our warehouse to our shipping agent, and a tracking number has been sent to your email. From this point forward, we cannot stop your parcel of being delivered.

Returns and refunds

The products I received are incorrect/incomplete - what should I do?

Everyone makes mistakes sometimes... and we are no exception!

In case of wrongly delivered item(s), the return shipping will be free of charge for you, off course.
Simply follow the same procedure as for Returns.

In case you received your order and an item is missing, please contact our Customer Service and we will then investigate the matter as soon as possible. In case the correct item(s) is classified as Sold Out, we will refund you the full amount of the item(s).

The products I received are defective - how can I file a complaint?

At VALE, our Customer’s Satisfaction is our ultimate goal and guaranteeing a quality service is key to us.
For that reason, if you unfortunately experienced any errors or defects in a product that you are not satisfied with, your purchase is always covered by the Sale of Goods Act.

Please contact our Customer Service as soon as you discover the error.

I want to return a product – what should I do?

If you wish to return an item, you have up to 30 days to do it and it will be free of charge for you.
However, the item must be returned with all its original tags and in the same condition that you received it in, if you wish to receive a voucher or a full refund.

Please refer to our Refund Policy for further information.

Can I get a refund from a product I returned?

Yes, if you return your item(s) within 30 days of receiving it and with all its original tags and in the same condition that you received it in, you will be entitled for a voucher or a full refund.
In case you choose for a refund, we will always return your money to the same means of payment that you used to pay for your goods.

Please refer to our Refund Policy for further information.

Last updated: July 7, 2023

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