Customer Care


Delivery
Please make sure your delivery address is correct as we are unable to redirect any parcels. 


UK and EU delivery
We endeavour to process all orders the following business day, Monday through to Friday, excluding holidays. Orders received on weekends will be processed the following business day.

The estimated delivery time is 3-5 days from dispatch.

If you provide an email address we will provide you with a delivery notification and tracking number.

All orders require a signature upon receipt. 

We are not responsible for any delays caused by destination customs clearance processes. 


International delivery
The estimated delivery time is 5-10 days from dispatch.

Please note that all shipments outside the EU may be subject to Import Duty/ Tax/ VAT which are levied once the shipment reached your country. 

As we have no control over these charges and cannot predict what they may be, additional charges for customs clearance must be paid by the recipient of the parcel. Such charges are not included in the purchase price of VEN STORE products. We will not be responsible for the payment of any Import Duty / Tax / VAT under any circumstances.

We are not able to offer a refund for returned goods which are returned because the customer wishes to avoid paying any customs duties imposed.

When ordering from VEN STORE you agree to pay any Import Duty / Tax / VAT which may be imposed by your country's government. If you refuse to pay any Import Duty / Tax / VAT imposed and thereby prevent delivery of your order you will remain liable for the purchase price of the product/s and any Import Duty / Tax / VAT or penalty imposed by your government.

Customs policies vary widely from country to country and customs duties are not always applied. Each country has its own rules for determining whether Import Duty / Tax / VAT will apply. Some countries only charge customs duties if the parcel has a value over a certain amount. Based on your country's customs rules, it is possible that your parcel will fall below that threshold level.

Therefore we ask that you contact your local customs/import/mail departments for rates before you place an order to avoid any surprises.

We cannot guarantee that items will not be subject to random checks and cause associated delays and charges.  VEN STORE is not responsible for any delays caused by destination customs clearance processes.


Returns
We hope that you love your VEN order, however if you are unhappy with our products, they can be exchanged or returned to us within 14 days of your receipt.  All sales will be final after 14 days of purchase. 


Procedure for returning goods

  • Please email info@ven-store.com and quote ‘Return’ or ‘Exchange’ as well as your unique order number and reason for return within 14 days of receipt. 
  • Goods must be received back to us within 7 days of the authorisation being granted.
  • If you would like an exchange, subject to availability the new item will be shipped to you after the returned item has been received and checked by us. 
  • Goods should be returned unused and packaged as per the original order with all the original inner and outer packaging. Failure to do so can result in deductions being made to the value of the refund and refunds/exchanges being refused.
  • It is your responsibility to cover postage costs for returns and exchanges. Please make sure to use an insured shipping method as we are unable to refund or exchange items that are damaged or lost in the post. 

Please note we do not refund shipping costs, taxes or duties incurred. 

If items meet our return terms, the sum debited from your credit or debit card will be re-credited to your account as soon as the goods are received and processed, excluding the initial shipping cost.  

Please note it can take up to 30 days for the money to appear in your account. 


Faulty goods
Returns of faulty goods will only be accepted if the goods were faulty when delivered to you. 

We at VEN take every effort to check your purchase thoroughly before dispatching. All items returned as faulty will be inspected on receipt and any items deemed to be subject to fair wear and tear will not be accepted as faulty. Similarly, we cannot accept responsibility for items that have been damaged during washing if our care instructions have not been followed. 

Returns of faulty goods must be returned to us within 14 days of being received. If we cannot offer you a replacement, you will have the choice of a credit note or refund to your card to the value of the item at the time of purchase.

Please note it can take up to 30 days for the money to appear in your account. 


Colours
We try to display the colours of our products on our website as accurately as possible but please note that photography can sometimes alter the colour of items. Also as computer monitors, tablets and mobile devices vary, we cannot guarantee that colours will be exactly as they appear on your device. We cannot accept any responsibility for any variation in colour caused by the browser software or computer system used by you


Cashmere

Some pilling will always occur with soft yarn like cashmere. Pilling is caused during wear by the friction of the softest surface hairs rubbing together creating bobbles. Using a cashmere comb will encourage these surface pills to drop off protecting the quality of your cashmere over time.