Coffee is humanity's most important invention. The second most important is the cancel button. Fortunately, we have both.
If you ordered the wrong model pads—say VMK25 pads instead of VMK20—no worries. This is one of the most common messages we get. Apparently lack of morning coffee is a global pandemic.
Why does this happen?
VMK20 and VMK25 look quite similar on the outside, and at first glance the pads also seem identical. They just aren't. The attachment mechanism and size differ enough that pads of the wrong model won't fit properly. So don't try to force it—the pad and the headphones will just end up upset.
How to fix it
Speed matters. The sooner you contact us, the easier it is to sort out.
- The order hasn't shipped yet: Send a message to info@valco.fi. Tell us your order number and what you actually need. We'll swap the product or cancel the order.
- The order is already on its way: Still get in touch. We'll assess the situation case by case. Usually a return works as normal, and then you can order the correct pads.
- The pads are already in your hands: Don't open the package, if possible. An unopened package will be handled too, but a sealed package makes the return more straightforward.
Mention these in your message:
- Order number
- What went wrong ("I ordered VMK25 pads, I need VMK20")
- Do you want an exchange or a cancellation
We'll take care of the rest.
If that doesn't help
If something gets tangled—say you can't find the order number or the return is acting up—send a message directly to customer service at info@valco.fi. Describe the situation in your own words. It doesn't need to be official or fancy, as long as the essential info is included.
We don't punish anyone for ordering the wrong product. It's human. In fact, our great leader once ordered himself the wrong size shoes online and walked in them for a month before admitting the mistake. We're all human.
Drink that coffee first, then order. Or order first and contact us—we'll get through this.
