Why your store needs FAQs
FAQs remove friction at the moment of purchase. A customer with doubts who can't find an answer often leaves; one who finds everything clear buys right then, even at eleven at night.
They also convey professionalism. A store that explains how its shipping, payments, and exchanges work looks more serious and trustworthy than one that forces you to ask about everything.
The questions you can't leave out
Review your chats and write down the most repeated questions. They almost always fall into the same categories: shipping, payments, timing, exchanges, and personalization. Answer each one in two or three lines, in plain language.
- Do you ship to my city and how much does it cost?
- How long does my order take to arrive?
- Which payment methods do you accept?
- Can I exchange or return a product?
- Do you take custom or wholesale orders?
- How do I know my order was confirmed?
Sample answers ready to adapt
Shipping: 'We deliver anywhere in the city for [amount]. For other cities we ship by parcel service, taking 2 to 4 business days. You can also pick up your order for free at [place].'
Payments: 'We accept bank transfer, cash on delivery, and PayPal. For custom orders we ask for a 50% deposit.'
Exchanges: 'You can request a size or model exchange within 7 days of receiving your order, as long as the product is unused and tagged. Personalized products can't be exchanged.'
Policies: your store's terms and conditions
FAQs answer quick questions; terms and conditions set the formal rules. That's where you detail exchange windows, refund conditions, shipping responsibilities, and how you handle cancelled orders.
You don't need a complex legal document, but you do need a clear and honest one. If there's ever a disagreement with a customer, having your policies published beforehand gives you objective backing.
- Exchange window and conditions
- Whether you refund and in which cases
- What happens if the package arrives damaged
- Deposit and cancellation policy
- How personalized orders are handled
How to add them to your Vallen store
In Vallen you can create an FAQ section from your dashboard: write each question with its answer, order them, and choose which to show. They appear in your store with your brand's design, both on the home page and next to your products.
You can also write your terms and conditions with a rich text editor. Customers can check them from the store at any time, before placing their order.
Keep them up to date
Your FAQs should change when your business changes. If you add a payment method, change your shipping fees, or start delivering to a new area, update them the same day.
Whenever you answer a new question more than three times, add it to your list. It's the best sign your customers need it.
Clear FAQs and well-written policies work for you around the clock: they answer doubts, build trust, and prevent conflicts. They're among the simplest and most effective improvements you can make to your store.
Take your five most repeated questions, answer them, and publish them today. You'll notice the difference in your chats this very week.