FAQ

Where are you based?
VENERA is based in the France, Paris ( 33 Place Victor Schoelcher, 913000) and Russia, Moscow(Kedrova str. 5/9, 117292) However, we ship directly from our supplier in Asia. 

I want to contact you. How can I get to you?
No worries! You can write to our support service or call +1 209-691-5116 using messengers such as WhatsApp, Telegram, etc.

I emailed customer service, how long will it take them to respond?
For email, expect a response within 24 hours from our representatives. 

Will you restock sold out items?
Some items are restocked every now and then. However, some of our items are very exclusive and may not be restocked after being sold out. We advise you to keep an eye on our social media pages and sign up for the newsletter to receive notifications about these restocks.

Which countries do you guys ship to?
You can see the list of countries here. If your country is not listed write us and we will try to help you.

How do I track my order?
Once your payment is finalized and your order has been processed, you will receive automatically information about your order.

What are the return conditions?
VENERA does everything possible to make you happy with your purchase, but we know that sometimes a product is just not right. We’ve made our refund policy as easy as possible. If you have any problems with the product just email us and be sure that you will be satisfied.

Can I cancel or change my order?
In case your order hasn’t been processed yet, it is possible to change or cancel your order. However, from the moment your order has been processed it is not able to change or cancel your order.

I am missing an item in my received order. What now?
Don’t worry if you have an item missing in your received order. To ensure you the most optimized shipping time possible, orders are occasionally shipped out separately to your doorstep.