Delivery and Shipping Policy:
- Once you place an order, the estimated delivery time will be displayed on the Order Summary page. You will also receive an email containing the order summary delivery time to your location.
- Under unfortunate circumstances which are beyond our control, deliveries may get delayed. This can either be due to bad weather, delay in flights, political disturbances, and other unforeseen circumstances.
- In such cases, our attempt will be to proactively inform and update you via your personal data shared with us.
- A maximum of 3 attempts will be made for the delivery of the order. Venus Online Store reserves the right to cancel an order, in case the customer is unable to accept delivery in these attempts.
- www.venusonlinestore.com will NOT deal or provide any services or products to any of OFAC (Office of Foreign Assets Control) sanctions countries in accordance with the law of UAE.
A Single order maybe split into multiple shipments, depending on the availability of the item and / or weight limits for parcels by the courier/postal company. The cardholder should be aware of the possibility that multiple shipments may result in multiple postings to the cardholder’s monthly statement.
We Deliver Through Our Courier Partners:
- UAE Regular (All Emirates): Aramex Tracked Service FREE SHIPPING for All Orders over AED100.00 | Delivery time: 1-3 days.
- UAE (Cash On Delivery): Extra Fee: AED10.00.
- Saudi Arabia: Aramex Tracked Service FREE SHIPPING for All Orders over AED150.00 | Delivery time: 2-4 days.
- Saudi Arabia (Cash On Delivery): Extra Fee: SAR25.00.
- GCC: Aramex Tracked Service FREE SHIPPING for All Orders over AED150.00| Delivery time: 2-5 days.
- GCC (Cash On Delivery): Extra Fee: AED25.00.
- Middle East: Aramex Tracked Service FREE SHIPPING for All Orders | Delivery time: 2-5 days.
- Middle East (Cash On Delivery): Extra Fee: AED 25.00.
Important information:
- A signature is required upon receipt of goods.
- We are unable to leave a parcel unless prior arrangements have been made.
- We do not deliver on bank holidays.
- Order cut-off times are provided as guidelines only, and do not take into account possible delays caused by payment authorization.
- Delays may be caused by external influences.
Shipping Process:
- Venus Online Store will process and ship your order within 24hs of receiving it.
- Once the order has been dispatched, a tracking code will be sent to your registered email address.
- Courier will contact you to your telephone number to confirm delivery time.
- Package will be delivered at the arranged time and a signature will be required upon receipt of goods
- If the delivery is not possible (customer don't answer phone, not available, etc.…), then the courier will attempt twice again in the following days before returning the goods to Venus Online Store team.
- In this case of failed delivery, Venus Online Store team will contact you and offer you pick up or schedule a new delivery.
Insurance:
Venus Online Store insures each purchase during the time it is in transit until it is delivered to you. We require a signature for all goods delivered. Once signed and goods passed to you, at this point the responsibility for your purchase transfers to you. If you have specified a recipient other than you (as a gift, for example), then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by Venus Online Store and transfer of responsibility in the same way as specified above.
International Duties and Taxes:
As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival.
Return/Exchange Policy:
- Venus Online Store will accept Return or Exchange based on the following conditions:
- Return/Exchange should be initiated within 72 hours of order delivery.
- The product should be unused, and the tags should be intact.
- Return needs to be made in the original packaging.
- Refunds will be done only through the Original Mode of Payment.
- In order to exchange or return, you need to request your Returns Authorization Code (RAC) within seven days of receiving your order by emailing us at info@venusonlinestore.com with a brief explanation of the reason for the return.
- www.venusonlinestore.com will reply with a ‘RAC’ reference number, after which you will have 14 days to return the goods.
- We will notify you by email once your return has been received and processed.
Returns Policy:
- Items should be returned new, unused, and with all www.venusonlinestore.com and designer garment tags still attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer. We do not accept any item with any indication that it was used. In such cases, the item will be returned to the purchaser.
- All items are quality controlled and checked for any faults before they are dispatched to customers. Should you receive an item that is not in perfect condition please contact us immediately.
- Where provided, belts and any designer packaging such as authenticity cards, dust bags and leather tags should be included with your return.
- To ensure that your return is adequately protected in transit, we ask that you send your items to us in the original packaging provided with your order.
- Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.
- Items can be returned for a refund (excluding Giveaways which are non-refundable).
- You must request a Returns Authorization Code (RAC) within seven days of receipt of your goods. After receiving you RAC number, you need to return the goods within 14 days.
- All items returned should have a Returns Authorization Code (RAC). Unidentified returns may be returned to the sender.
- Please email www.venusonlinestore.com if any of your purchases have been delivered without a Venus Online Store tag.
- Should you choose to use your own courier service to make a return, www.venusonlinestore.com cannot take responsibility for the item and will cover the cost of the return. For your own protection, we recommend that you return the parcel using a delivery service that insures you for the value of the goods.
Goods Returns:
- If you have received an item as a Goods, you may exchange it for a store credit. The amount is automatically deducted from your next purchase and will be valid for one year. Please be aware that you may need to pay any cost difference, additional shipping, taxes and import duties.
- Please email www.venusonlinestore.com to arrange a return of a Goods item. Please note that corporate Goods will need to be returned by the original purchaser and within seven working days of initial receipt.
Receiving a Refund:
- Your refund will be credited in store credits for the sum paid and will exclude shipping costs (with the exception of faulty items that will be refunded to the original mode of payment).
- If your order has been sent to a destination outside the UAE, www.venusonlinestore.com is unable to refund customs duties and sales taxes. However, you may be able to recover these by contacting your local customs bureau directly.
Color Representation and Sizing:
We make every effort to display, as accurately as possible, the colors of our products that appear on www.venusonlinestore.com. However, computer monitors vary so we cannot guarantee that your monitor's display of any color will be completely accurate.
Cancelation Policy:
We can exchange or replace items for a different size or color based on stock availability (this excludes Giveaways.) Simply specify the new size or color you require at the time of requesting your RAC reference code.
Faulty Goods:
- Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within 2 weeks of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. Where possible, www.venusonlinestore.com will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size or color, subject to availability. You will receive a full refund in store credit if the item cannot be repaired or replaced.
- For faulty items outside of our Returns Policy, please contact info@venusonlinestore.com.
- Should you need to cancel your order, contact us immediately. If the order is cancelled before processing, the product won't be shipped and the money will be refunded in form of store credit. However, if the cancellation occurs after the processing of the order, then cancellation won't be possible and you should request a Return or Exchange.