Venia

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Frequently Asked Questions

Order Queries

Payments, Promotional and Gift Cards

Delivery & Shipping

Returns & Refunds

Product & Stock

My Account

General Questions

Warranty

EMI

  • Where is my order?

    Your order should arrive within the time frame of your chosen delivery method. You will find this information in your order confirmation email. Kindly track your order with the tracking link sent to you by email and SMS.

    In the event your order is not delivered by the stipulated order delivery date , kindly contact our Customer Service team with your order details.

  • Can I cancel my order?

    You can cancel your order at any time before the order is picked and packed. Please note after that time you will not be able to cancel the order or make any amendments.

  • Can I change my address after placing my order?

    You cannot change your address after placing your order. This is in keeping with our guidelines for your security and privacy to minimise any fraudulent action with or without your knowledge. If you would like to change the address we recommend that you place a new order with the revised address. The original order can be cancelled. A word of caution, items in limited stock may not be available immediately after cancelling your order.

  • Where is my order confirmation?

    After placing your order, you will receive an email confirmation sent to the email address provided at checkout. Kindly also check your spam or junk folder. If you still cannot find the confirmation email, please log into your account to check if your order was processed. You will also receive an SMS on your registered mobile number with the order details.

    If you need any clarifications or have any questions about your order kindly contact our Customer Service Team.

  • Where is my order?

    You can check the status of your order in your “My Account” section under orders. You will also receive an email and SMS which will have a link to tracking details once your order has shipped. In any event if you need any update on your order please contact our Customer Service Team.

  • What do I do if I've received the wrong item?

    We are sorry that you have received the wrong item in your order. If you want to return or replace the item, please contact our Customer Service team. We will do our best to help you.

  • There's an item missing from my order, what should I do?

    If you receive your order with a missing item, kindly check your email (or spam emails) to see if you’ve received an out-of-stock notice from us. Sometimes an order is shipped from multiple locations. In such an event, you will receive multiple parcels at differing times for a single order.

    If you have not received any communication from our web team and are still missing an item, kindly contact our Customer Service team with your order details.

  • I've bought a gift card, can I cancel or return it?

    Our gift cards are non-transferable and cannot be cancelled, returned or redeemed for cash.

  • I purchased an item on pre-order, when will it arrive?

    If you have purchased a product with us on pre-order, the expected shipping date will be mentioned on the product page. You will also find this information in your order confirmation email. Kindly track your order with the tracking link sent to you in the order confirmation email.

    Kindly allow 10-15 working days for your order to arrive after the despatch date. If you have not received your order within the allotted delivery time frame, kindly contact our Customer Service Team.

  • I have made a mistake with my order. Can I change it?

    You cannot make any changes to your order. If you wish, you could cancel your order and make new order with the correct items. Please remember you can cancel your order at any time before the order is picked and packed. Please note after that time you will not be able to cancel the order nor make any amendments.

  • I received a faulty product. What should I do?

    We are sorry that you have received a faulty product. If you want to return or replace the item, kindly contact our Customer Service team. They will help you with the same.

    Please do not accept any packages which are damaged or tampered with. In such a case, kindly return the product to the courier delivery person immediately. All customers are requested to inform us of any wrongly delivered products, products damaged in transit, and products with manufacturing defects within 48 hours from their delivery at the customer's address. Claims beyond 48 hours of delivery will not be entertained.

  • I placed an order but haven’t received any update on it?

    After placing your order, you will receive an email confirmation sent to your registered email address or to the email address provided at checkout (if not logged in). Kindly also check your spam or junk folder. Further, you should have also received an SMS on your registered mobile number. If you still cannot find the confirmation email, please log into your account to check if your order was processed. In case you have any queries or need any clarification regarding your order please contact our Customer Service team.

  • Why was my Order Cancelled?

    There may be several reasons why an order is cancelled after being placed. This includes but is not limited to payment issues, problems with the delivery address, product condition or product availability. . If your order or part of your order is cancelled. We will adjust the total amount and issue you a credit note or a refund for the balance amount. Kindly contact our Customer Service Team with your order details. We will do our best to help you.

  • Who do I contact for Repair and Service?

    Please contact our Customer Service Team to know more about Repairs and Service.

  • How do I get a GST Invoice?

    All Invoices are GST Invoices and include the applicable GST on each product. We do not have an option to generate an Invoice with your GST number if you are GST registered. However, do get in touch with our Customer Service Team before the item is packed and shipped. We will make our best efforts to generate a GST Invoice with your GST details. Please note that the order will necessarily have to be placed in the name of the GST Registered entity or individual for the invoice to be generated in that name. We will not be able to change the name or address mentioned on the order.