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FAQ

      • It may take up to an hour for you to receive a confirmation email once your order is placed. If you have not received confirmation within that timeframe, please contact an agent by phone at 888-782-2224 or use the online chat option for assistance. 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.
      • 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.

        Exclusions
        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.
      • 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.

        Just follow the simple steps below or contact us for more information.

        Step One
        Fill out the bottom portion of your invoice (see reverse side) and indicate whether you prefer to use the VENUS wallet refund, refund to your original form of payment, or make an exchange.

        If you no longer have the paperwork, you may print a new return invoice here.

        Step Two
        Indicate the reason for return next to the item(s) you’re sending back.

        Step Three
        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.

        Step Four
        Pack your item(s) and include the invoice inside.

        Step Five
        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.

        Returns should be sent to:
        VENUS Returns Department
        11711 Marco Beach Dr.
        Jacksonville, FL 32224-7615

        Exclusions
        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.
      • 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!

        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 payment portion (Step 3) of the order checkout process.

        Click on 'DO YOU HAVE VENUS E-CERTIFICATE, VENUS CARD REWARDS (OR) GIFT CARD TO APPLY?' and a form will appear. Enter your number and click APPLY to use your e-certificate.

        Location for entering e-certificate
        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.
      • Our clothing items are based on the misses size range, which is larger than junior’s sizing, but smaller than women’s sizing. If we find an item is running larger or smaller than expected, we will note it on the item page in the information section.
      • Our swimsuit tops are based on a 34-inch bust with 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.
      • We do carry a few pant items that come in a shorter inseam, but we do not specifically offer petite sizing at this time. We apologize for any inconvenience.
      • Yes, many of our items are available in plus sizes with more planned for future seasons. Keep checking back every week to see new inventory!
      • In an effort to ensure you are receiving the correct size, VENUS has revamped the way our size chart works. When placing your order, you need only enter your bra size and our system will automatically choose the best option for you. Please note that the “cup size” you receive may not match the one you entered at the time of purchase. This is perfectly normal! For example, if you are a 34C, the size you will be sent will be a “D”. Please be sure to try on your item to ensure it fits before initiating a return.
      • Shipping Methods Standard Delivery
        (4-7 Business Days)
        2 Business Days Next Business Day
        Orders Placed Before 5pm 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 5pm Ships the day after order placement Ships the day after order placement
        Price $7.95 $13.95 $22.95
         Arrival Within 4-7 days of shipment Within 2 days of shipment Next business day of shipment
        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 5 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.
      • Yes, we ship to the following countries:
        - Australia
        - Canada

        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.
      • 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:

        visa
        Visa
        mastercard
        MasterCard
        discover
        Discover
        american express
        American Express
        paypal
        PayPal
        venus credit card
        Venus 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
      • 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 size and color, a quantity of one will automatically appear and you can then add the item to your cart.
      • 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.

        Apply promotion code here.
      • Your VENUS Rewards can be applied during step three of checkout.

        Click on 'DO YOU HAVE VENUS E-CERTIFICATE, VENUS CARD REWARDS (OR) GIFT CARD TO APPLY?' and a form will appear. Enter your number and click APPLY to use your e-certificate.

        Venus rewards location
      • Once your order is processed, we will send a confirmation email with a link to prepay all duties and taxes. If you do not receive this link within one business day of order placement, please contact an agent for further assistance. 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.
      • While we appreciate your interest in our products, we are currently focusing on our online and catalog sales and thus do not provide wholesale/quantity accommodations or discounts at this time.
      • We restock items throughout the season. If we have an expected date of delivery for the new inventory, that date will appear in red on the item page once you select your color and size. Please note that the date provided is tentative and is not the guaranteed date of process or shipment. If the size and/or color of an item you desire has an ‘X’ through it, we are unfortunately unable to provide an expected date of restock for this item.
      • We do not currently have a system in place to process this type of request. We apologize for any inconvenience this may cause.
      • Items that VENUS previously carried but are currently out of stock are sometimes available for backorder. The item page will advise the expected date of backorder delivery when you select your desired color and size. Please note that the date provided is tentative and is not the guaranteed date of process or shipment. If there is a delay in the delivery of the merchandise to our warehouse, you will be notified by email. Please note that we will not charge you for backorder items until they are ready for shipment and that you are able to cancel your backorder purchase at any time before the item is processed.
      • Pre-order items are those that have not been carried by VENUS before. Much like items on backorder, an expected date of delivery is provided for pre-order items when you select your size and color. Please note that the date provided is tentative and is not the guaranteed date of process or shipment. You will not be charged for pre-order items until they are ready for shipment and are able to cancel your pre-order purchase at any time before the item is processed.
      • 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.
      • You can sign up for our email promotions by selecting “Email Sign Up” in the top navigation bar of the website or by clicking here.
      • You may apply for a VENUS Credit Card online or by calling 888-782-2224 and selecting option five.
      • Currently rewards are offered only through the VENUS Credit Card here. Among other benefits, the card will provide you five dollars in Rewards for every hundred dollars spent.
      • To reset your account password, select the “Forgot Your Password?” link on the account sign-in page or contact a VENUS Customer Service team agent by chat, phone or email.
      • Approximately three weeks after the delivery of your order you will receive an email invite to review our products.
      • To unsubscribe from our catalog or emails, please contact us by email, online chat or phone and provide the email address or physical address you would like removed. If you are receiving unwanted catalogs, please check the back cover and include the customer number and offer code if one is printed there.
      • 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.

        Shipping Method Price Duty/Taxes Handling Carrier Orders Placed Before 5pm Orders Placed After 5pm Arrival
        Priority $7.95 Venus (at time of order) Border Guru Ships the same day of order placement Ships the day after order placement 3-5 business days after order 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 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.
      • 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.

        Shipping Method Price Duty/Taxes Handling Carrier Orders Placed Before 5pm Orders Placed After 5pm 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. 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 payment portion (Step 3) of the order checkout process.

        Click on 'DO YOU HAVE VENUS E-CERTIFICATE, VENUS CARD REWARDS (OR) GIFT CARD TO APPLY?' and a form will appear. Enter your number and click APPLY to use your e-certificate.

        Location for entering e-certificate
        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.
      • The VENUS Fashion, Inc. corporate headquarters and warehouse from is located in Jacksonville, Florida.
      • Our VENUS Customer Service center and corporate office are located together. 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 and 4pm EST and request to speak to someone in our administrative office.
      • Thank you for your interest in joining our growing team! You may view open positions by selecting “CAREERS” from the menu at the bottom of our home page or by clicking here.
      • No, VENUS merchandise can only be purchased online or via catalog.
      • Yes, you may purchase gift cards by typing “gift cards” into the search bar or by clicking here