RETURNS
Our extended Christmas returns policy
We’ve extended our usual limit for exchanges for the festive season. Any gift bought between 26th November and 24th December 2024 can be exchanged up until 10th January 2025, if it’s unwanted or unsuitable. For showroom purchases. please ask for a gift receipt when making a purchase so that the recipient can also exchange the present.
*
At Venusrox we want every customer to be 100% satisfied with our service. We want you to be delighted with your online purchase but if you are not you can return any item for exchange by notifying us in writing of your wish to return your online purchase within 14 days of receipt, as long as it is unused and in its original packaging.
We will be happy to exchange the item with any item/s that is available within our store, subject to a balance being paid for items that are of a higher value than the original purchase.
You have a right to cancel your online order within fourteen days of receiving your purchase. This fourteen day period begins the day after you receive the items from us. Please notify us in writing within fourteen days that you wish to cancel your order and that you intend to return the item(s) and we will be happy to offer you a full refund for the item purchased.
Delivery charges and gift wrapping are non-refundable.
For International orders, customs duties, sales taxes and admin charges are non-refundable. However, you may be able to recover these by contacting your local customs office directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.
We reserve the right to refuse future sales or limit the quantity of items sold to any customer who, in our judgment, has an excessive history of returns or engages in abusive or fraudulent return practices. An excessive history of returns may include, but is not limited to, a high rate or frequency of returns, suspicious return patterns, or returns that appear to be motivated by abuse of the return policy. We will make such determinations at our sole discretion on a case-by-case basis
How do I return something?
Making a return or exchange is easy. Just email customerservice@venusrox.com to notify us of your wish to return a purchase within 14 days from the day you receive your order. Please include the order reference number with your item when you return it. You will receive a confirmation of receipt of this notification, via email, which will confirm if the return notification is within the 14 day period.
You can return an item to our store as long as you have your receipt or delivery note.
Alternatively you can send your return by post. Please make sure your items are securely wrapped and send your item(s) back to us at:
Returns Department
Venusrox
25 All Saints Road
London, W11 1HE
within 28 days of receiving your order provided the above notification within 14 days of order receipt, has been received.
Always include a daytime telephone number and your email address in case we need to contact you about the return. If you no longer have your order confirmation email, please include a letter giving your name, address, customer number/order reference number if possible, email address and daytime telephone number plus a note of what you are returning and why, and what you wish to exchange for.
Parcels are returned at your own cost, and we strongly recommend you a signed for service from the Postal Service as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.
How do I arrange an exchange?
If you wish to exchange an item, we suggest you return the item using our return procedure, within 14 days of receipt, and order the new item separately.
Can I return an item to store?
You can return an item to our store as long as you have your receipt or order confirmation email.
Can I return an item I bought in store by post?
Yes, just make sure you enclose your original receipt and your name, address, a daytime telephone number and email address in case we need to contact you.
Can I return an item I received as a gift?
An item that was received as a gift can be returned for an exchange or gift vouchers. An email will be sent to the person who made the original purchase when the exchange is completed.
How long will it take to deal with my return?
Once your parcel has been received by our team it can take up to 10 working days to fulfill your request. Returns are dealt with in the order in which they are received so returns sent by Recorded Delivery may reach us more quickly but do not progress more quickly through the process.
When we have dealt with your parcel we will confirm this to you by email, assuming you have given us your email address. Please remember that it can take three to four days after we have processed a refund payment for it to appear on your credit card statement.
If, after sending your return to us, you have not received our email confirmation within 10 working days, please contact us on 0207 792 4957 (Monday - Friday 10.00am to 6.00pm) so we can investigate.
What if I think an item is faulty
If you think an item is faulty within 12 months of purchasing the item, please contact the Showroom and we will advise further on any investigations and assistance to resolve the matter
INTERNATIONAL RETURNS
For returns, international customers will continue to be responsible for paying carrier costs as per the existing return process.
For international orders, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.
Delivery charges on international orders are non-refundable.