FAQ

Please allow up to an hour for your order confirmation to be sent to the email address associated with your account.

It may take up to an hour for you to receive a confirmation email once your order has been placed. If you don’t receive confirmation within that timeframe, please contact our Customer Service team.

If you need to update or cancel your order, please contact our Customer Service team as soon as possible. Once your order has been packed for shipment, no changes or cancellations can be made.

If we’re 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 to us 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 processed. Once your return is processed, you will be notified.

Once your order has shipped, we’ll send you a confirmation email with your tracking information. Please allow one full business day for the shipping carrier to update the expected delivery date. If it does not update within this timeframe, please contact our Customer Service team.

Tracking information will be sent in your shipping confirmation email. The link provided will take you to the website of the shipping carrier where you’ll be provided with an estimated delivery date. If you signed up for SMS or Facebook Messenger shipping notifications, you’ll receive tracking updates through those channels once the shipping carrier has updated this information. Please allow one full business day for the tracking information to update. If it does not update within this timeframe, please contact our Customer Service team.

We accept returns or exchanges of any items (excluding Final Sale items) within 30 days of purchase in unworn, unwashed condition. Items must have all tags and liners intact. Final Sale items cannot be refunded, exchanged or applied for VENUS Wallet credit.

If opting for a refund, a $6.95 return fee will be deducted from your refund. Opt for an exchange or VENUS Wallet credit and returns are free!

We’ve teamed up with Happy Returns to offer the smoothest return experience ever. With this option, returns are accepted at any of the 3,800+ Return Bar locations across the contiguous U.S.

The Perks:

Quick & Easy: Most Return Bar visits last less than one minute. Just bring the items you wish to return—no box, bag or envelope needed—and have your return QR code pulled up on your phone. That’s it!

Fast Refunds: Once you drop off your return, you’ll be refunded within 24 hours.

Sustainable: Paperless, box-free returns = everybody wins, especially the planet.

To process a return or exchange, visit our return portal. We offer two different options:

1. Happy Returns Bar: Quick, easy and paperless! Visit one of the 3,800+ Return Bar locations across the contiguous U.S. and get your refund within 24 hours
   Find a Return Bar near you.
2. Via The Mail: Print a prepaid return label, package your item(s) and drop your return at the designated shipping carrier.
3. Within the return portal you may exchange items for a different size in that same item. However, if you’d like to exchange for a different color or different item entirely, you will need to process a return for VENUS Wallet Credit and then use that credit to place a new order for the other item. Reminder, there is no return fee when you choose VENUS Wallet Credit as your refund method!

If you love shopping at VENUS and want free returns, then our VENUS Wallet program is for you! When returning an item, instead of opting for a refund to your original form of payment, select VENUS Wallet Credit to receive a return credit that never expires. Plus, when you select VENUS Wallet Credit as your refund method, returns are free!

Once your return has been processed you’ll receive an email with your VENUS Wallet Credit. This can be redeemed during the billing portion of checkout. VENUS Wallet is currently available to U.S. customers only.

An e-certificate is a digital merchandise credit that can be redeemed in the billing step of checkout.

Click on “Apply VENUS Wallet Credit, E-Certificate, VENUS Card Rewards, Or Gift Card” and a form will appear. Enter your e-certificate number and click “APPLY” to redeem the value of your e-certificate.

The value of an e-certificate is applied as a merchandise discount and expires once used.

If your package arrived damaged or was lost in transit, please contact our 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 we 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 number(s) of damaged or missing merchandise)
• Your preference for either a replacement of in-stock items or a refund

Our items run true to size, unless otherwise stated in the description. We recommend you reference our size chart to find your best fit.

Our clothing styles are based on the misses size range, which is larger than juniors sizing, but smaller than women’s sizing.

Our bra-size swim tops are based on a 34-inch bust and feature 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.

See our size chart for more detailed information.

Orders placed with Standard Service 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 12:30 PM ET on a business* day will ship that same day. If you chose Express Shipping, your order will arrive within 2-3 business days of shipment. If you chose Next Day Air, your order will arrive the following business* day from shipment.

*Please note that business days do not include holidays or weekends. Weather events in your area that affect shipping carrier services may cause further delays.

NOTE: VENUS Fashion, Inc. is not responsible for packages shipped with false information. If your delivery destination country is not listed, please do not attempt to place an order.

For orders placed online, VENUS accepts the following methods of payment:

Visa

MasterCard

Discover

American Express

PayPal

Venus Credit Card

You can apply for the VENUS card here

You can apply an offer code in your Shopping Bag. Beneath the Order Summary, enter the code in the box labeled “Offer Code” and click “APPLY”.

If you reached VENUS.com by clicking through a VENUS email offering a promotion, the code from that promotion will automatically appear in the “Offer Code” box and will be applied to your order.

A VENUS Wallet credit, e-certificate, VENUS Card Rewards or gift card can only be applied in the Billing step of checkout. Do not try to apply these in the “Offer Code” box or they will show invalid.

Once in the Billing step of checkout, click on “Apply VENUS Wallet Credit, E-Certificate, VENUS Card Rewards, Or Gift Card” and a form will appear. Enter your number in this form and click “APPLY” to redeem the value of your VENUS Wallet credit, e-certificate, VENUS Card Rewards or gift card.

NOTE: We are only able to apply refunds to a 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 Wallet credit, e-certificate, VENUS Card Rewards or gift card, you will be sent an e-certificate in the refund amount, which you can use on a future order.

There are two reasons why your backorder may have been cancelled:

We’re unable to process payment: Since 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 ready 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 cancelled.

We’re unable to accept the delivery of merchandise from the vendor: 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 are cancelled. In this case you will receive a notification via email.

If you have questions regarding a backorder cancellation, please contact our Customer Service team and we’ll be happy to assist you.

To unsubscribe from our catalog or marketing emails, please contact our Customer Service team and provide the physical or email address you would like removed from our marketing emails or catalog distribution list. You may also unsubscribe from marketing emails by clicking the email preferences link at the bottom of our emails.

If you’re receiving unwanted catalogs, please check the back cover and be sure to provide the customer number and offer code if one is printed there.

Canadian orders ship with priority shipping via Border Guru. You can expect delivery within 3-5 business days after your order clears customs per the tracking details, which is typically within 14 business days of 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.

The shipping method for orders shipping to Australia is International Rush Service via DHL. You can expect delivery within 3-5 business days after your order clears customs per the tracking details, which is typically within 14 business days of shipment.

To return an order from Canada for a refund or exchange, please follow the steps below:

1. If you no longer have the paperwork included with your order, please print a new return invoice here.
2. Complete the return invoice and include it inside your packaged return.
3. Return item(s) to us via the carrier of your choice. Return shipping costs are a customer expense and are non-refundable.
4. You will receive a confirmation email when we have processed your return/exchange. Submit this to the Canada Border Services Agency (CBSA) along with the required paperwork to request a refund of duty/taxes. Visit the Canada Border Services Agency website for more information. You can find the address for your local Regional Refund Center here.

*Note that normal return policy conditions apply.

There are a lot of terms we use to describe our styles. That’s because we want you to know exactly what you’re getting! If you see a term that you don’t recognize, that’s where our Fashion Glossary and Swimwear Glossary come in handy. Here, you’ll find all of our regularly-used terms and their definitions.

The State of Colorado has imposed a retail delivery fee on certain taxable items to be delivered within the state. This includes any item that is subject to sales tax, including most items on VENUS.com (except for gift cards). This retail delivery fee is non-refundable if your order is returned. Additional information can be found here.