FREQUENTLY ASKED QUESTIONS

 

WHERE ARE YOU LOCATED?

Our home office is in Southern California just north of Los Angeles, but orders are shipped directly from our amazing manufacturers located in various regions of the world.

 

WHERE IS MY ORDER BEING SHIPPED FROM?

Venxara partners with global manufacturers, merchants and artisans in order to provide you with unique, high quality products. We have custom designed most of the items we offer and have partnered with manufacturers in the USA, China and Europe who ship directly to our customers. Because of this, some orders may take 2-4 weeks to arrive depending on your location. Each product page has a Shipping + Delivery tab which will give you details on when you can expect that item to arrive. If you have placed an order and it seems to be taking an unusually long time to arrive, please CONTACT US and we are happy to look into it. You can always contact us for a tracking number.

 

WHAT IF MY ORDER ARRIVED DAMAGED OR BROKEN?

Some orders travel a long distance to get to you and occasionally products get damaged during the shipping process. Please CONTACT US right away and send us a description or photo of your damaged or broken item so we can get a replacement out to you at no charge.

 

CAN I EXCHANGE OR RETURN AN ITEM?

Yes of course! We handle returns with the ultimate objective of making our customers happy and we want to make the process as easy as possible for you. Our amazing team is so friendly and eager to help that you just might become friends during the process. 

Our Return, Exchange and Refund Policy is good for 60 days from the date you placed your order. After 60 days, we can no longer offer a refund or exchange.

If you need to exchange an item for a different size, it's not a problem! Just CONTACT US and send us your order number and the correct size. We will get a new size out to you right away at no cost.

Please do not send your order back to our manufacturer or our shipping provider. We will give you instructions on how and where to return an item.

Some orders travel a long distance to get to you and occasionally products get damaged during the shipping process. If the item you purchased arrives flawed, defective or damaged, we will send out a replacement at no cost. Please CONTACT US and send us a description or photo of your damaged or broken item so we can get a replacement out to you right away.

If your order was a gift, then please CONTACT US to make arrangements for an exchange.

If you are truly unhappy with your purchase and would like a refund, CONTACT US with your order number. We will issue a refund minus the shipping and handling costs. Unfortunately, we cannot refund shipping and handling charges. All refunds will be credited to your original form of payment.

 

I ORDERED 2 ITEMS BUT ONLY 1 ARRIVED. WHERE IS MY OTHER ITEM?

We use several different manufacturers who will ship your item as quickly as possible. But we do use different manufacturers for different products. For example, if you ordered a pair of shoes and a t-shirt, these items will ship from two different manufacturers. One package is likely to arrive faster than the other. If your missing item seems to be taking unusually long to arrive, please CONTACT US and we will look into it. There are times when packages just simply get lost or returned to the sender. In those rare situations, we will have a replacement order sent out to you at no cost.

 

DO YOU HAVE A GUARANTEE?

We are so confident that you will love the products on our site that we have a 100% Happiness Guarantee. If you don’t like something you purchased, simply CONTACT US and we will make it right.