FAQ

Everything you need to know about ordering from Venalondon. If your question isn’t answered here, email info@venalondon.co.uk — we reply within 24 hours.

Orders & payment

Which payment methods do you accept?

Visa, Mastercard, American Express, Discover, Diners Club, PayPal, Apple Pay, Google Pay and Shop Pay. The full list is shown at the bottom of every page and at checkout.

Which currency are prices in?

Prices are shown in the currency of your delivery region: pounds sterling (GBP £) in the United Kingdom and US dollars (USD $) elsewhere. The currency you will be charged in is confirmed on the checkout page before you pay.

Is my payment secure?

Yes. The whole site runs over an encrypted HTTPS connection and payments are processed by our PCI-compliant payment provider. We never see or store your full card details.

Can I change or cancel my order?

If your order hasn’t been dispatched yet we’ll do our best to help. Email info@venalondon.co.uk with your order number as soon as possible — orders are dispatched within 1–2 working days, so please get in touch quickly. Once a parcel has left our warehouse it can’t be recalled, but you can still return it under our returns policy.

I entered the wrong delivery address

Email us straight away at info@venalondon.co.uk and we’ll try to update the address before dispatch.

Shipping & delivery

Where do you ship?

Worldwide. Every order is sent fully tracked and insured.

How much does shipping cost?

Shipping is free on all orders.

How long will my order take?

Orders are dispatched within 1–2 working days. Estimated delivery is 1–3 weeks (roughly 10–15 working days) from dispatch, depending on your location and the carrier. These are estimates, not guarantees — delays can happen during busy periods or in customs.

How do I track my order?

You’ll receive a tracking number by email as soon as your order is dispatched. Please allow 2–4 days for the first tracking updates to appear.

Will I pay customs or import duties?

International orders may be subject to import duties or taxes set by your local authorities. These charges are the responsibility of the recipient.

My parcel is late or hasn’t arrived

Don’t worry — every order is insured. If your tracking hasn’t updated or your order hasn’t arrived within the estimated window, email info@venalondon.co.uk with your order number and we’ll open a carrier investigation and resolve it.

Returns & refunds

What is your returns window?

You can return unused items in their original condition, with tags, within 30 days of delivery.

How do I start a return?

Email info@venalondon.co.uk with your order number and the item(s) you’d like to return, and we’ll guide you through the process.

When will I get my refund?

Once we receive and inspect your return we’ll email you to confirm. Approved refunds are issued to your original payment method within 5–10 business days.

Who pays for return shipping?

Unless the item is faulty or incorrect, return shipping is the customer’s responsibility. We recommend using a tracked service.

What can’t be returned?

For hygiene reasons, certain items cannot be returned once opened or worn. Sale items may be non-refundable where stated on the product page.

My item arrived faulty or it’s the wrong product

Sizing

How do I choose my size?

Each product page lists the sizes available for that item. Our Size Guide has conversion charts for footwear and clothing, plus instructions for measuring yourself.

Contact us

Email: info@venalondon.co.uk
Phone: +1 530-319-6378

Venalondon is a trading name of Modavena Atelier LLC
EIN 41-5147318
1950 Rosaline Ave, Redding, CA 96001, United States

Full details are in our Shipping Policy, Refund & Returns Policy, Terms of Service and Privacy Policy.