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.
Once your order is packed for shipment, no changes or cancellations can be made. Should you need to update or cancel your order, please contact us as soon as possible. The VENUS Customer Service team is available by phone 7:00AM EST - 1:00AM EST and by chat 24 hours a day for your convenience. You may also email us.
Should we be 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 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 handled by a returns agent. Once your return is processed, you will be notified upon completion.
We will notify you by email when your order has been packed for shipment. This notice will contain your tracking information. Please allow up to one business day for the tracker to provide an expected date of delivery. If it does not update within this timeframe, please contact the VENUS Customer Service team.
Tracking information will be sent in your shipping confirmation email. The link provided will take you to the Website of whichever company is handling the delivery of your order, where you will be provided with an estimated date of delivery. If you signed up for SMS or Facebook Messenger shipping notifications, you will receive tracking updates once the information has been uploaded to the shipping carrier. Please allow one full business day for the tracking information to update. If the tracking has not updated in this timeframe, please contact the VENUS Customer Service team via online chat or by phone at 888-782-2227.
VENUS is happy to honor the sale price of an item within fourteen days of purchase. Since the new price must be verified by an agent, it is best to contact a live representative via online chat or phone at 888-782-2224. The VENUS Customer Service team is available by phone 7:00AM EST - 1:00AM EST and by chat 24 hours a day for your convenience.
We hope you love what you ordered! If not, you can return or exchange any item(s) in new and unused condition within 90 days.
Customers have 90 days from the date of purchase to return items.
In order for the items to be accepted by our returns department, they must be in new and unused condition with tags and liners intact.
Please note that final sale items are non-returnable. Should you return a Final Sale item, VENUS is unable to refund, give store credit or re-ship the item.
Just follow the simple steps below or contact us for more information.
If you no longer have the paperwork, you may print a new return invoice here.
Indicate the reason for return next to the item(s) you’re sending back.
For exchanges, list to the right of the return column the new item(s) you wish to receive. Good news: Exchange shipping is FREE!
If you’re paying the balance of an exchange with a different credit card than the one used on your original order, please contact customer service: 1-800-366-7946. If requesting a refund, we will credit your original method of payment. It is not necessary to provide your credit card number.
Pack your item(s) and include the invoice inside.
Send your package back to VENUS using the prepaid shipping label enclosed in your original package. If you choose to use another shipping method, please make sure to insure your package.
Yes we do offer free returns through our VENUS Wallet program!
Instead of opting for a refund to your original form of payment, select VENUS Wallet to receive a return credit that never expires, and you can spend it just like cash!
Just look for an email with your wallet e-certificate after your return is processed. You can shop with your wallet at any time and redeem it towards a purchase under the e-certificate payment section during checkout.
Plus, if you choose the VENUS Wallet, we'll cover the cost of return shipping as a thank you!
If one of these issues occurs, please contact the VENUS 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 our agents 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 numbers of damaged or missing merchandise)
· Your preference for a replacement of in-stock items or a refund
To return an order from Canada for a refund or exchange, please follow the steps below:
1. Return item(s) to us via carrier of your choice. Return shipping costs are a customer expense and are non-refundable.
2. We will send a confirmation email when we process your returns/exchange request.
3. Print the confirmation email for your records.
4. Take the printout and complete the required paperwork to request the refund of duty/taxes. Access the Canada Border Services Agency CBSA for more information. You can find the address for your local Regional Refund Center here.
Note that normal return policy conditions apply.
An e-certificate is a digital promotional card that may only be redeemed in the Billing step of the order checkout process.
Click on 'APPLY VENUS WALLET CREDIT, E-CERTIFICATE, VENUS CARD REWARDS, OR GIFT CARD' and a form will appear. Enter your number and click APPLY to use your e-certificate.
The value of VENUS reward codes and e-certificates are applied as merchandise discounts and expire once used. The value of these certificates will not be replaced if items are returned.
Orders placed with Standard 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 1 PM EST on a business day* will ship that same day. Orders placed with Two Business Day shipping will arrive within two business days* of shipment. Overnight orders will arrive the following business day* from shipment.
*Please note that business days do not include holidays or weekends. Unforeseen weather events that affect shipping carrier service may cause delays.
Please note that VENUS Fashion, Inc. is not responsible for packages shipped with false information. If the delivery destination country is not listed, please do not attempt to place an order. We apologize for any inconvenience this may cause.
Order forms can be found and printed here.
While we are known for our exceptional return policy at VENUS, select items that are discontinued are occasionally marked Final Sale; these items are non-returnable. Should you return a Final Sale item, VENUS is unable to refund, give store credit or re-ship the item.
We’re here to help! Please feel free to contact VENUS, should you need any additional explanation or assistance.
For orders placed online, VENUS accepts the following methods of payment:
You can apply for the VENUS card here
If you would like to apply an offer code, on the checkout page, please enter the code in the box labeled ‘Offer Code’ located below your order total.
If you reached VENUS.com by clicking through a particular email, the code from that promotion will automatically be applied at checkout.
Your VENUS Rewards can be applied in the Billing step of the order checkout process.
There are many factors that may cause a backorder to be cancelled. The most common are the following:
We were unable to process payment for the merchandise: Because 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 readied 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 put into process for cancellation.
We were unable to accept the delivery of the merchandise: 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 would be cancelled. In this case a notification is sent to the customer by email.
Please feel free to contact an agent if you have questions regarding a backorder cancellation. We are happy to assist.
We are happy to offer our Canadian customers priority shipping. Your order will ship via Border Guru. You can expect delivery in approximately 3-5 business days after order shipment.
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.
We are pleased to offer an International Rush Service via Border Guru. After placing an order online, you will receive an email from Venus with a link to Border Guru. The link takes you to Border Guru’s site where you can view and pay all applicable duty/taxes. Expect delivery within 3-5 business days after paying duty/taxes.
We are only able to apply refunds to the 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 Reward, you will be sent an e-certificate in the refund amount to be used on a future order.