We are happy to help, check the below FAQs, if you still do not find your answers, please drop us an email!
We are here to help
* All carriers are experiencing some delays to specific destinations due to COVID-19 restrictions, please expect that the delivery delays may occur.
** Due to the sanctions imposed by the EU on Russia it is not possible to fly over Russian airspace. Therefore PostNL is currently experiencing delays in the delivery of mail and parcels to some countries.
When will I be charged for my order?
Your card will be charged once your order has been shipped. Please note that a pre-authorization is placed on your card when you submit an order, however the payment is not processed until the order has been shipped.
I just placed my order, when will it ship?
All purchases will be shipped within 1-4 business days via our partner carrier with tracking, the tracking number will be sent to your email address. (As important safety measures continue, delays should be expected.)
* Orders placed on Saturday, Sunday, or holidays will be processed and shipped on the following business day.
How can I track my order?
You will receive a shipping confirmation email which will contain your order’s tracking information. Track your order by clicking the link found in the shipping confirmation email.
Please allow 48 business hours to receive your shipment notification email after placing your order.
What if i still do not receive a shipment notification after 48 hours?
Does VENQUE ship internationally?
Yes, we offer worldwide shipping to CANADA, USA, UK, AUSTRALIA, and EUROPE. All shipments will be sent from our head office in Canada. If you are NOT a Canadian customer or your shipping address is NOT in Canada, please place the order on our
American site: www.venque.com
European site: www.venque.net
Please note we do not ship to Asia, If you are from anywhere in Asia, please contact us, we will redirect you to appropriate sites.
Do I have to pay tax or import fees?
We ship out all orders from Canada. All Canadian purchases will be subject to GST. Out side of Canada orders will not be charged any state taxes but the customer will be responsible for any import tax or fees associated with your order. For any other information related to shipping, please email us directly at: email@example.com.
How much does shipping cost?
Shipping across Canada is free. We charge a flat rate of $30-50.00 for the rest of the world. We do provide different shipping rate for customers from outside of Canada. Please visit www.venque.com.
PRODUCT & STOCK
Why have I received an email saying the item I've ordered is out of stock?
This is due to an out of stocks items, this might happen but we will notify you immediately to solve the problem.
Can you tell me more about your Price Promise policy?
If an item available on our website is available at a lower price (including taxes and shipping costs) on an authorized retailer’s website, we will match the price. Please send us the hyperlink for the product on the retailer's website through our contact form or Live Chat and your order number from our website (if applicable) to begin the price matching process.
RETURNS AND WARRANTY
What is your return policy?
VENQUE product that is purchased online (excluding final sale item) can be returned within 100 days of the purchase date for a full refund in the amount of the purchase excluding shipping if the return item meets all requirements/policies. All merchandise must be returned unused, unwashed and be accompanied by the original hang tags. The condition of the product is left at the discretion of VENQUE.
For more return request details, please contact "firstname.lastname@example.org" with your full name (same with your order), and order number.
* All final sale items cannot be returned unless otherwise required by local laws.
How do I make a return?
When can I expect my refund?
It would take up to 5 business days to receive the return back, we will inspect the product and notify you when it has been processed.
Please allow another 3-5 business days to receive your money back. The refund will return back to the original method of payment.
What is your warranty policy?
VENQUE offers a five-year (5) warranty on all our products to be free of defects in material and workmanship from the date of purchase. We will replace products found to be defective within the range of common and everyday use. This warranty applies if the item is unusable. Our warranty policy does not apply to any damages caused by accidents, improper care, negligence, or normal wear and tear. This policy is also limited to the refund or replacement of the defective product. If the exact style is not available for replacement, a product of equal value and similar style will be provided. The 5 year warranty applies to products that have been purchased from VENQUE's official website. All warranty claims must be accompanied by the original purchase email receipt. Warranty is automatically voided if any modification, change or alteration has been made to the product.
In addition, we will cover shipping costs for your replacement if it was purchased within 365 days. If it is 365 days after your purchase, then unfortunately we request you to cover the full cost of shipping for your replacement.
When you file a warranty claim directly through VENQUE.com, please submit high quality photos and a clear description of the defect. You can reach us by emailing: email@example.com.
What is VENQUE's exchange policy
VENQUE product that is purchased online (excluding final sale item) can be exchanged within 30 days of the purchase date. All merchandise must be returned unused, unwashed and be accompanied by the original hang tags. The condition of the product is left at the discretion of VENQUE.
For more exchange request details, please contact "firstname.lastname@example.org" with your full name (same with your order), and order number.
* All final sale items cannot be exchange unless otherwise required by local laws.
** All orders outside of North America (Included a territory of the United States, such as Hawaii, Guam, the Virgin Islands, Puerto Rico, and the Northern Mariana Islands) - Customers are responsible for all shipping expenses on the exchange of VENQUE product.
HOW DO I TAKE CARE OF MY VENQUE PRODUCT
LEATHER - All leather products made from natural leathers will age with time. It will need moisturizing and caring for if they’re to be kept in tip-top condition throughout the years. Even with excellent care, they will still age; there’s no avoiding this. To keep your leather bag in the best condition, we recommend that you use a leather care product to keep the leather supple. Mink Oil or Neatsfoot Oil are great natural leather care products.
FABRICS - For stain removal, use a damp cloth and rub it against the spotted area, leaving it under the sun for a short time or use a hot blower to dry it out.
For storage, we recommend that you store your leather bag in a dry place. Please keep out of extreme hot temperatures, especially extreme heat.
MEDIA & PARTNERSHIP
I am writing an article for print/online and would like to have a high resolution image of a product or lookbook image. Who should I contact?
Thank you for your interest in VENQUE. We love to share our brand story and products with the media. For all media requests and features please email us at: email@example.com and we will be in touch shortly.
I would like to sell VENQUE products. Who should I contact?
The VENQUE team is always interested in partnership opportunities with other retailers. Let's talk. Please provide us with the name, location and little bit more about your store. If you are an online business, please specify the URL of your website. You can contact us using on our contact page or email us at: firstname.lastname@example.org.
We are a distribution business and would like to distribute VENQUE products. Who should we contact?
We work with 20 distributors across many countries but we want more ! We would love talk to you if you have an established distribution business outside of Canada. Please leave your information and we will be in touch shortly: email@example.com.