Last updated: October 16, 2026
Overview
Valtoria Studio produces premium resin statues and collectible figures in limited production runs. Many of our items are offered as pre-orders, meaning they are produced after the order is placed. Because of the bespoke, made-to-order and limited nature of these items, the policy below applies.
If you have any problem with an order, please contact us first at cyls34@163.com. We will always try to find a fair solution.
Pre-Order Cancellations
Pre-order items can be cancelled for a full refund at any time before production begins, which is normally within 7 days of your order. Once production has started, the item can no longer be cancelled, as the run has been committed to the factory and the piece reserved in your name.
If you need to cancel, email us as soon as possible at cyls34@163.com with your order number.
Returns and Refunds
Because each statue is produced to order in a limited run, we are unable to accept returns or offer refunds for change of mind, incorrect ordering, or ordered-in-error purchases after production has begun.
We will of course make things right at no cost to you if:
- the item arrives damaged in transit;
- you receive a different item from the one you ordered;
- the item has a manufacturing defect (for example a broken, missing or malformed part, or a paint defect outside normal hand-finished variation).
Reporting a Problem
Please inspect your order as soon as it arrives. To claim a replacement or refund, contact us within 14 days of delivery at cyls34@163.com and include:
- your order number;
- a short description of the issue;
- clear photographs of the item, the packaging, and the shipping label (and, for shipping damage, an unboxing photo or video).
We may ask you to return the item. Do not send anything back before contacting us — we will advise you on the process and the correct return address.
What We Offer
Once a claim is verified, we will offer, at our discretion and subject to stock:
- a replacement part or item, or
- a partial or full refund to your original payment method.
Refunds are issued to the original payment method. Depending on your bank or card issuer, it may take 5–10 business days for the credit to appear.
Reported Damages and Carrier Claims
Please keep the original packaging and all shipping materials until your claim is resolved, as carriers may require them for inspection.
Late or Missing Refunds
If you have been told a refund has been issued but have not received it, please first check with your bank or card issuer, as processing times vary. If the refund still cannot be located, email us at cyls34@163.com.
Contact
All refund and return enquiries: cyls34@163.com. We aim to reply within 1–2 business days.