FAQ

CURRENT STATUS

With the threat of COVID-19, VENUS has taken precautions to prioritize the health, safety and welfare of our employees. At our fulfillment center we continue to enforce increased sanitization protocols and to implement social distancing in workflows. As a result, we may experience slight delays in order processing. We appreciate your patience and understanding during these unprecedented times. Please stay safe and stay healthy.

VENUS is committed to making our website accessible to all individuals. Please click here to review our Accessibility Statement.

Please allow up to an hour for your order confirmation to be sent to the email address associated with your account.

It may take up to an hour for you to receive a confirmation email once your order has been placed. If you don’t receive confirmation within that timeframe, please contact our Customer Service team.

If you need to update or cancel your order, please contact our Customer Service team as soon as possible. Once your order has been packed for shipment, no changes or cancellations can be made.

If we’re unable to cancel the order before shipment, you may refuse the order or mark the unopened package “Return To Sender” to have it shipped back to us for a full refund. Please note it can take up to fourteen business days from the date of return for the package to be received and processed. Once your return is processed, you will be notified.

Once your order has shipped, we’ll send you a confirmation email with your tracking information. Please allow one full business day for the shipping carrier to update the expected delivery date. If it does not update within this timeframe, please contact our Customer Service team.

Tracking information will be sent in your shipping confirmation email. The link provided will take you to the website of the shipping carrier where you’ll be provided with an estimated delivery date. If you signed up for SMS or Facebook Messenger shipping notifications, you’ll receive tracking updates through those channels once the shipping carrier has updated this information. Please allow one full business day for the tracking information to update. If it does not update within this timeframe, please contact our Customer Service team.

We’ll be happy to honor the sale price of an item that is marked down within fourteen days from your date of purchase. Please contact our Customer Service team via Live Chat or phone to verify the new price and update your account.

We accept returns or exchanges of any* item(s) in new and unused condition within 90 days of purchase. Item(s) must have all tags and liners intact.

If requesting a refund to the original form of payment, a fee of $6.95 will be deducted from your refund amount if you choose to use the shipping label provided by VENUS. If you opt to return your item(s) for an exchange or VENUS Wallet credit, the cost of return shipping is free!

Exclusions

*Final Sale items are non-returnable. If you return a Final Sale item, we are not able to issue a refund, credit your account or re-ship the item back to you.

If requesting a refund to the original form of payment, a fee of $6.95 will be deducted from your refund amount if you choose to use the shipping label provided by VENUS. If you opt to return your item(s) for an exchange or VENUS Wallet credit, the cost of return shipping is free!

Returning or exchanging your items is easy! Just follow the simple steps below:

  1. If you no longer have the paperwork included with your order, please print a new return invoice here.
  2. On your return invoice, select your method of return: VENUS Wallet credit, exchange or refund. Good news: return shipping is free when you opt for VENUS Wallet credit or an exchange! If you request a refund, a fee of $6.95 will be deducted from your refund amount when you use the shipping label provided by VENUS.

    NOTE: If you’re paying the balance of an exchange with a different credit card than the one used on your original order, please contact our Customer Service team: 1-800-366-7946.

    Refunds will be credited to the original method of payment. It is not necessary to provide your credit card number on the return invoice.
  3. List the quantity and item(s) you’re sending back and indicate the reason for the return.
  4. If requesting an exchange, list to the right of the return column the new item(s) you wish to receive.
  5. Pack your item(s) securely and include the completed return invoice inside the package.
  6. Affix the shipping label and send your package back to VENUS.
Returns should be sent to:
VENUS Returns Department
11711 Marco Beach Dr.
Jacksonville, FL 32224-7615

If you no longer have the paperwork that came with your order, you can print a new return invoice here.

If you love shopping with VENUS, our VENUS Wallet program makes it even easier! When returning an item, instead of opting for a refund to your original form of payment or requesting an immediate exchange for new product, select VENUS Wallet to receive a return credit in the form of an e-certificate that never expires. Treat this credit just like cash and shop whenever the mood strikes. Plus, when you choose VENUS Wallet credit as your return method, return shipping is free!

Once your return has been processed, you’ll receive an email containing a VENUS Wallet e-certificate code. This e-certificate value can be redeemed during the billing portion of checkout.

An e-certificate is a digital merchandise credit that can be redeemed in the billing step of checkout.

Click on “Apply VENUS Wallet Credit, E-Certificate, VENUS Card Rewards, Or Gift Card” and a form will appear. Enter your e-certificate number and click “APPLY” to redeem the value of your e-certificate.

Location for entering e-certificate

The value of an e-certificate is applied as a merchandise discount and expires once used.

If your package arrived damaged or was lost in transit, please contact our Customer Service team as soon as possible. If you choose to contact us by email, please be sure to include as much of the following information as possible so that we can quickly resolve the matter:

  • Account number or phone number
  • Order number
  • Tracking number
  • Description of issue (please be sure to include the specific item number(s) of damaged or missing merchandise)
  • Your preference for either a replacement of in-stock items or a refund

Our items run true to size, unless otherwise stated in the description. We recommend you reference our size chart to find your best fit.

Our clothing styles are based on the misses size range, which is larger than juniors sizing, but smaller than women’s sizing.

Unfortunately, we don’t offer petite sizing at this time. However, we do offer “short” inseams in some of our denim styles. Just head to our jeans page and filter by inseam.

Yes, many of our styles are available up to size 24 or 3X!

Our bra-size swim tops are based on a 34-inch bust and feature an adjustable back strap. If you order a larger bust measurement than a 34-inch, the cup will automatically be converted to the next size up to accommodate the larger measurement.

See our size chart for more detailed information.

We’ve revamped the way our swim size chart works to help you find your best fit! When placing your order, you only need to enter your bra size and our system will automatically convert that to your VENUS swim cup size. This means that that the cup size you receive may not match the one you entered at the time of purchase. For example, if you ordered a 36C, you’ll received a D cup. This is normal! Make sure to try on your top to make sure it fits before initiating a return.

Shipping Methods Standard Delivery
(4-7 Business Days)
2 Business Days Next Day Air
Orders Placed Before 12:30 PM ET Ships within one business day of order placement Ships the same day of order placement Ships the same day of order placement
Orders Placed After 12:30 PM ET Ships the day after order placement Ships the day after order placement
Price for Orders Under $100.00 $7.95 $13.95 $22.95
Price for Orders for $100.00 and Above $12.95 $18.95 $27.95
 Arrival Within 4-7 days of shipment Within 2 days of shipment Next business day from shipment

Orders placed with Standard Service shipping will ship out within one business* day of order placement and will arrive to you within seven business days of shipment.

Expedited orders placed before 12:30 PM ET on a business* day will ship that same day. If you chose 2 Business Day shipping, your order will arrive within two business* days of shipment. If you chose Next Day Air, your order will arrive the following business* day from shipment.

*Please note that business days do not include holidays or weekends. Weather events in your area that affect shipping carrier services may cause further delays.

Yes, we ship to the following countries:
- Australia
- Canada

NOTE: VENUS Fashion, Inc. is not responsible for packages shipped with false information. If your delivery destination country is not listed, please do not attempt to place an order.

You can print an order form here.

You can purchase gift cards by clicking here.

Unless you wish to order more than one of a specific item in the same size and color, there is no need to select a quantity. Once you have chosen both your color and size, a quantity of “1” will automatically appear and you can then add that item to your bag.

Final Sale items are non-returnable. If you return a Final Sale item, we are not able to issue a refund, credit your account or re-ship the item back to you.

For orders placed online, VENUS accepts the following methods of payment:

visaVisa
mastercardMasterCard
discoverDiscover
american expressAmerican Express
paypalPayPal
venus credit cardVenus Credit Card

You can apply for the VENUS card here

If placing an order by mail, VENUS also accepts:
- Personal checks
- Money orders
- Cashiers check

We sure do!! Apply offer code FS75 to receive free shipping on orders over $75.

You can apply an offer code in your Shopping Bag. Beneath the Order Summary, enter the code in the box labeled “Offer Code” and click “APPLY”.

If you reached VENUS.com by clicking through a VENUS email offering a promotion, the code from that promotion will automatically appear in the “Offer Code” box and will be applied to your order.

Apply promotion code here.

A VENUS Wallet credit, e-certificate, VENUS Card Rewards or gift card can only be applied in the Billing step of checkout. Do not try to apply these in the “Offer Code” box or they will show invalid.

Once in the Billing step of checkout, click on “Apply VENUS Wallet Credit, E-Certificate, VENUS Card Rewards, Or Gift Card” and a form will appear. Enter your number in this form and click “APPLY” to redeem the value of your VENUS Wallet credit, e-certificate, VENUS Card Rewards or gift card.

NOTE: We are only able to apply refunds to a credit or debit card used to place an order. If you used a payment type that does not have cash value, such as a VENUS Wallet credit, e-certificate, VENUS Card Rewards or gift card, you will be sent an e-certificate in the refund amount, which you can use on a future order.

Venus rewards location

Once your order is processed, we’ll send a confirmation email with a link to prepay all duties and taxes. If you don’t receive this link within one business day of order placement, please contact our Customer Service team for assistance.

While we appreciate your interest in our products, we’re currently focusing on our online and catalog sales and do not provide wholesale/quantity accommodations or discounts at this time.

If we plan to restock an item, you’ll see the expected restock date appear in red once you select your desired color and size. Please note that this date is tentative and is not guaranteed. If the size and/or color of an item you’re eyeing has an ‘X’ through it, we unfortunately have no plans to restock that item at this time.

We don’t currently offer restock notifications. We suggest you check back often to see if there is an expected restock date for the item you’re eyeing!

Pre-order items are new items that have not yet arrived in our warehouse. When you select your desired color and size, the item page will display the expected date the merchandise will be available. Please note that the date provided is tentative and is not guaranteed. You will not be charged for pre-order items until they are ready for shipment and you may cancel your pre-order purchase at any time before the item is processed.

A backorder is an order placed for an out-of-stock item before it is restocked. Only certain items are available for backorder. When you select your desired color and size, the item page will display the expected date the backordered item is expected to be restocked. Please note that the date provided is tentative and is not guaranteed. If there is a delay in the delivery of the merchandise to our warehouse, you will be notified by email. You will not be charged for backorder items until they are ready for shipment and you may cancel your backorder purchase at any time before the item is processed.

There are two reasons why your backorder may have been cancelled:

We’re unable to process payment: Since we do not collect funds for items that are not in stock, you are not charged up-front for backorder items. The payment is processed only when the item is ready for shipment. If your card expired in the time since you originally placed the order or if the funds are not available, your order may be cancelled.

We’re unable to accept the delivery of merchandise from the vendor: If the merchandise does not meet our quality standards, it will be returned to the vendor. In this event, we would no longer have an expected date of delivery and all orders for the item are cancelled. In this case you will receive a notification via email.

If you have questions regarding a backorder cancellation, please contact our Customer Service team and we’ll be happy to assist you.

Oh no! If you’re having technical difficulties with your shopping bag, please type “agent” in the Chat or call our Customer Service team at 1-888-782-2224 for assistance.

We sometimes offer special deals and discounts in our emails! You can join our email here.

You can apply for a VENUS Credit Card online or by calling 888-782-2224 and selecting option five.

Currently rewards are only offered through the VENUS Credit Card, which you can apply for here. Along with other benefits, you’ll earn $5 in Rewards for every $100 spent.

To reset your account password, select the “Forgot Your Password?” link on the account login page or contact our Customer Service team for assistance.

Approximately three weeks after your order is delivered, you’ll receive an email inviting you to review the products you purchased.

To unsubscribe from our catalogs or emails, please contact our Customer Service team and provide the physical address or email address you would like removed from our distribution list. You may also unsubscribe from emails by clicking the email preferences link at the bottom of our emails.

If you’re receiving unwanted catalogs, please check the back cover and be sure to provide the customer number and offer code if one is printed there.

Canadian orders ship with priority shipping via Border Guru. You can expect delivery within 3-5 business days after your order is shipped.

For your convenience, we collect duty/taxes when you place your order and will submit the amount due to the Canada Border Service Agency on your behalf.

Shipping Method Price Duty/Taxes Handling Carrier Orders Placed Before 12:30 PM ET Orders Placed After 12:30 PM ET Arrival
Priority $7.95 Venus (at time of order) Border Guru Ships the same day of order placement Ships the day after order placement Within 3-5 business days of shipment

Items mailed to Canada may be subject to the Goods and Services Tax (GST) and/or duty. Applicable duty rates vary by type of goods along with the country from which they came from and are made in. Please note that certain goods originating from the U.S. are subject to a surtax starting July 1, 2018. The Canada Border Services Agency has additional information in regards to import duty/fees. Please visit this link for more information.

Australian orders ship with International Rush Service via Border Guru. After placing your order, you will receive an email from VENUS with a link to Border Guru where you can view and pay all applicable duty/taxes. Expect delivery within 3-5 business days after paying duty/taxes.

Shipping Method Price Duty/Taxes Handling Carrier Orders Placed Before 12:30 PM ET Orders Placed After 12:30 PM ET Arrival
International Rush $10 Border Guru Border Guru Ships the same day of order placement Ships the day after order placement 3-5 business days after paying duty/taxes

To return an order from Canada for a refund or exchange, please follow the steps below:

  1. If you no longer have the paperwork included with your order, please print a new return invoice here.
  2. Complete the return invoice and include it inside your packaged return.
  3. Return item(s) to us via the carrier of your choice. Return shipping costs are a customer expense and are non-refundable.
  4. You will receive a confirmation email when we have processed your return/exchange. Submit this to the Canada Border Services Agency (CBSA) along with the required paperwork to request a refund of duty/taxes. Visit the Canada Border Services Agency website for more information. You can find the address for your local Regional Refund Center here.

*Note that normal return policy conditions apply.

The VENUS Fashion, Inc. corporate headquarters and warehouse from is located in Jacksonville, Florida.

Should you need to speak to someone for an issue not related to customer service, please call 888-782-2224 between the hours of 9am - 4pm ET and request to speak to someone in our administrative office.

Thank you for your interest in joining our growing team! You can view open positions by selecting “Careers” from the menu at the bottom of our home page or by clicking here.

No, VENUS styles can only be purchased through our website or catalog.

There are a lot of terms we use to describe our styles. That’s because we want you to know exactly what you’re getting! If you see a term that you don’t recognize, that’s where our Fashion Glossary and Swimwear Glossary come in handy. Here, you’ll find all of our regularly-used terms and their definitions.