Frequently Asked – VENQUE
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Frequently Asked Questions

Check out our FAQ below, or reach out to us with your questions.

Info@venque.com

ORDERS AND SHIPPING

Where do you ship?and Cost?

We offer flat rate economy, standard, and expedited shipping methods to all CANADA orders. All shipping methods from CANADA remain optional to the customer. Please see the cost/delivery timeframe break down.

Economy (7-14 Business Days) - Free

Standard (3-7 Business Days) - $4.99

Expedited(1-4 Business Days) -$14.99

Do you ship internationally?

We are able to ship anywhere in the world. International shipping will be at different rate and deliver time frame. Please visit www.venque.com

I just placed my order, when will it ship?

All purchases will be shipped within 1-3 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.

Can I cancel my order?

In the interest of reducing processing times, your order will be processed within 24 Hours, We usually ship the next day, the cut off time is 10AM EST. If you need to make changes to your order, please email us at care@venque.com. One of our specialists will do their best to accommodate your request. In the event that we cannot make the desired adjustments, further instruction will be provided.

Do I have to pay tax or import fees?

We ship out all orders from Canada. The U.S. orders will not be charged any duty or taxes.

Duties and Taxes - International 

Your order may incur duties and taxes based on your country's customs laws. This cost will be at your own expense and cannot be waived or avoided by VENQUE. The duty and taxes are ranging from 5%-25% . For any other information related to shipping, please email us directly at: info@venque.com.

Do you ship to P.O Boxes?

We can ship to PO Boxes with Standard shipping, please only select Standard shipping for any PO BOX addresses.

When will my pre-order ship?

If you selected an item that is on pre-order, it will go into processing before it ships out. Pre order items are usually shipped within 30 days.

RETURNS/EXCHANGES

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. 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.

Size isn’t right? A little too heavy? Colour isn’t exactly what you're looking for? No problem! Return your bag in the original condition it was received in. Your only responsibility will be the cost of shipping the item(s) to us.


* All final sale items cannot be returned unless otherwise required by local laws.

** Customers are responsible for all shipping expenses on the return of VENQUE product.

What is your exchange policy?

If you’d like to exchange your item, just let us know within 30 days of receiving your order and we’d be happy to help. We ask that products must show no signs of use, and be in the original condition they were received in, as well as in the original packaging.

Please note that we offer free exchange for all orders in North America. We will arrange a label on your behalf.

* 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.

For more exchange request details, please contact "care@venque.com" with your full name (same with your order), and order number.

How do i initiate a return?

To initiate a return, please send us an email at care@venque.com, please include your order#, name and we will respond in 1-2 business days.

When can i expect my refund?

It would take up to 10 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.

Can you tell 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 and your order number from our website (if applicable) to begin the price matching process.

If you've purchased the item on our website and it became at a lower price in 50 days, we will make the price adjustment to match the discount.

WARRANTY

What is your warranty policy?

VENQUE offers a three-year (3) 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 3 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: care@venque.com.

How do i initiate a warranty claim?

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:care@venque.com.

If i purchased a venque product through a retailer, am I still covered by warranty?

Yes, for all venque products purchased through our authorized retailer, we offer 1 year warranty on all defective items.

How do i care for my venque bags?

The best way to clean your Bag depends on the fabric it’s made of. But we do not recommend to put your bag through the washer or dryer. Keep in mind that every fabric is different: if your Bag is a light shade, color transfer may occur if exposed to dark fabrics; if it’s a darker shade, color transfer may occur onto lighter fabrics.

To clean the exterior fabrics and interior lining, use a soft, damp cloth with warm water and mild dish soap.

Quanta Fabrics:It can be spot-cleaned with warm water, gentle laundry soap, and a washcloth. We do not recommend that you run it through the washer or the dryer.

Nylon Fabrics: Spot clean with damp cloth and gentle soap.

Hyperlight Fabrics:Spot clean with damp cloth. To prevent color transfer onto your Bag, avoid exposure to dark fabrics.

CORPORATE GIFTING

Can I place a corporate order?

Please fill out this form to request (and even personalize) your order. Once you submit the form, a member of our team will get in touch soon to help finalize the details.

Do you offer bulk discounts?

Pricing for our corporate customers is evaluated on a case by case basis.It's evaluated based on volume, time line and style. Please fill out our inquiry form to start the conversation!

Is there a product minimal for placing a corporate gifting order?

Yes. Our Corporate Gifting team can assist you with orders of 25 or more items. Please note that product minimum is 100 to corporate personalization.

Can I add my company logo to your product?

Absolutely! We offer personalization options to create a memorable gifting experience for your recipients. Whether you’re looking to add unique initials or a company logo, we’d love to explore the possibilities with you.

IMPACT

What does VENQUE think about social impact?

At VENQUE, we are working to do our part by building an ethical supply chain that creates high-quality, low-impact, long-lasting products. We carefully consider our materials and work with our production partners to reduce waste, chemicals, and plastics that endanger our planet’s people and ecosystems. visit our initiative page

Can you donate to my fundraiser/cause/organization?

We’re always excited to hear about the important work being done by our community and the organizations you all support. You can send your ideas to simon@venque.com

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