FAQ- frequently asked questions

Here are some of my frequently asked questions that i get in regards to orders, delivery, postage etc. However if the question you have is not on here, please get in contact via the contact section xo

Returns/refunds;

I do not offer refunds/returns unless the product is faulty. Fault will be decided on a case to case basis, eg. ‘Crystals not working’ will not suffice. I will not be at blame for scratches/scuffs or for damage during and after postage. Please always contact me via email: business@vialofvenus.co.uk to discuss if anything arrives on the off chance completely damaged and in certain cases i will offer exchanges or shop credit for this, or a possible resend in order if stock is available. Returns and exchanges expire after 30 days of dispatch, shop credit lasts a year from date of issue.

Delivery, Shipping & Postage;

I am a one women run business meaning it is only my two hands behind the screen working on / packing your orders! My dispatch time typically is 2-10 working (Monday-Friday, 9am-6pm) days due to this. Dependent on volume of orders this is subject to change but i will always say and update you angels via the website and continually post on my instagram (@vialofvenus) with shipping updates / what number order i am up to posting so you all know.

I use Royal Mail (currently) for all United Kingdom orders, depending on what service you select is contingent to how long your order will take after dispatch. For international orders i use Royal Mail international tracked delivery which aims to get to you between 1-2 weeks.
I am not responsible for any orders once they have been dispatched and left my premises/hands. Especially once an order has been marked as delivered by the postal service, it is not in my responsibility on where your parcel has been left. If stated delivered but missing on your end, there is very little i can do but you will assume responsibility carrying out a claim with the post office, I will happily provide all information for you to do so. If items arrive damaged (which very rarely happens) or broken, i can not and will not assume responsibility. I will if possible try and resolve it for you. Otherwise, my orders are all hand packed and packaged safely, securely and lovingly with care.

I currently deliver everywhere in the United Kingdom and worldwide! However naturally international postage is more expensive and i am not in control of conversions into your currencies.

Remember you are in control of your delivery details!!!! MAKE SURE THEY ARE CORRECT BEFORE ORDERING!!!!! If your details are wrong please contact me ASAP either via email or an Instagram message with your order number! If not and your order is already dispatched to the wrong address there is nothing i can do or be responsible for. I apologise for any inconvenience but you are welcome to reorder with the right address :)  

Deleting a shop account: please contact me via email and I will delete your account from my database :)

Any questions on topics not covered you may need information on, please don’t hesitate to get in contact with me via social media or the contact page of the website.