Frequently asked questions
Payment
If your order has been successfully placed, you will receive an ‘confirmation email’. Please note that your order is only confirmed once the ‘confirmation email’ has been sent.
Payment can be made by IDEAL , Visa, Mastercard, American express and Maestro. If, for any reason, it is impossible to debit the amount due, the sales transaction is automatically cancelled and the sale is automatically terminated.
To prevent internet fraud, payment of orders placed through www.venusandaphrodite.com is managed online by the bank in question through its secure servers. The bank in question is responsible for the conservation and automatic processing in a secure environment of the information concerning each order, including financial information. All financial information, such as credit card number, expiration date, etc. is directly managed by the bank in question, which guarantees the security of online transactions. Venus and Aphrodite has no knowledge of the credit card details and is therefore unable to save or store them in any way.
Shipping
Your order will be shipped by FedEx. When placing your order please ensure that the billing and shipping address details are correct, as we are unable to redirect. When your order is shipped, we will send you a confirmation email. Delivery in Europe 2-5 business days and world 3-6 business days. Please note that the delivery times are estimates and provided as guidelines only.
Venus and Aphrodite pays the shipping cost, VAT and custom duties. International shipments may be subject to customs duties and import taxes upon entry into the country of destination over which we are unaware. Venus and Aphrodite cannot be held accountable for any of these customs duties and import taxes. You should contact your local authorities to take notice of these fees and the respective values that differ from country to country and over which we have no knowledge. It will be your responsibility to claim such import charges back from the applicable authority in your country.
Return
Before arranging your return, you need to request the Return Authorization (RAN) within 14 days of the delivery of the order by sending an email to info@venusandaphrodite.com
You will receive a label from our client service team. Print out this label and attach it to the original shipping package. Drop off your package at your local FedEx drop-off point. As soon as the package has been received and meets our return policy, our client service team will start the return and exchange process.
Items must be returned in their original condition in the branded packaging provided. This is also to ensure that item(s) arrives back to us in a suitable and undamaged state. Returns that have been used, altered or damaged will not be accepted and may be sent back to you and/or a refund refused.
Venus and Aphrodite pays the shipping cost, VAT and custom duties. International shipments may be subject to customs duties and import taxes upon entry into the country of destination over which we are unaware. Venus and Aphrodite cannot be held accountable for any of these customs duties and import taxes. You should contact your local authorities to take notice of these fees and the respective values that differ from country to country and over which we have no knowledge. It will be your responsibility to claim such import charges back from the applicable authority in your country.
When Venus & Aphrodite has received the returned goods and checked that all the requirements have been met, a confirmation that the return has been accepted will be sent to you by email. Refunds may only be issued via the original payment used. When credit or debit cards are used, the refund time frame depends on the bank, but is approximately 7 working days.