Find responses to your question :

1.ORDER AND DELIVERY

Where is my order?


Your order number will be indicated in the shipping email. You will be able to track your package only after it has been shipped.
Deliveries are made between 8am and 9pm. In rare cases, our deliveries may be delayed due to unforeseen circumstances. In most cases, they will arrive the next day.

 

Do you need help? Contact us at the following number:

Monday to Friday from 9:00 am to 02:00 am
Saturday and Sunday from 10:00 am to Midnight

 

France: +33 1 76 44 12 96
Belgium : +32 2 808 60 05
Switzerland: +41 22 518 01 23
Spain: +34 919 01 26 29
Italy: +39 02 9475 0052

UK: +44 20 3966 3629
Monday to Friday from 8:00 am to 1:00 am
Saturday and Sunday from 09:00 am to 11:00 pm (UK Time)

 

Delivery time and options

 

We offer different types of deliveries adapted to your needs:

  • COLISSIMO is the basic option and the one most commonly chosen by our customers.

The average delivery time is 2 to 4 working days for most European countries.
Standard delivery times in Europe :


2 days - France, Belgium.

3 to 5 days -  Slovakia, Germany, Great Britain, Ireland, Portugal, Poland, Czech Republic, Slovenia, Croatia, Luxembourg, Spain, Netherlands, Switzerland, Italy, Denmark, Austria.

6 Days - Greece, Norway, Latvia, Sweden, Finland.

 

  • UPS SAVER is the second delivery method, faster than the standard one: it generally does not exceed 2 days after validation of the order, in the majority of European countries.
  • UPS EXPRESS is the fastest way to be delivered: the order usually arrives the day after the validation, in most European countries.

 

Can I cancel my order?

As soon as you place an order, we work as fast as possible because speed counts! Unfortunately, this also means that we will not be able to modify your order because it will already be in process in our warehouse. In this case, you will have to place a new order and return all unwanted items.

 

One or more items are missing from my order


Either your order has not been properly packed, or it will be delivered in several packages, or it is lost. If the expected delivery date has passed, contact us " on this page and we will help you.

I am told that my package has been returned to sender
Our carrier was unable to deliver your order (you were absent at the time of delivery or they were unable to find the entrance to your property). If your package tracking indicates that your package is being returned to us, please wait until it reaches us and you will get a refund. Normally, a refund can take up to 21 days: 14 days for the package to reach our warehouse followed by 7 days for the refund to reach your bank account.
If our carrier was unable to deliver your package, please check their application. Most carriers give you the option to enter specific instructions or preferences for the delivery location (to a neighbor's house or to a specific location).

 

2. RETURNS AND REFUNDS

How do I return my order?

To return your order:
- Fill out the attached form : https://euro.venum.com/media/PDF/venum_eu.pdf
and place it in your return package

- Drop off your package at the carrier of your choice and write down the following return address
Venum - BSL Quai 10 à 13
Bâtiment Gefco
8 Rue René Panhard
35230 Noyal Chatillon sur Seiche

- Upon receipt of your return package, we will proceed with your refund.

You have 30 days to return your items from the date of receipt. Unfortunately, this is not possible after this date.

Refunds

 

  • Refunds are usually processed within a maximum of 15 days, starting from the day you drop off your package + your bank's processing time.
  • If you paid for your order with a gift certificate or voucher, a replacement for the value of your refund will be sent to you.
  • We will keep you informed and send you an email as soon as your package is back in our warehouse and we will send you a second email when we have processed your refund.

I did not receive my refund

We try to process returns as quickly as possible but some refunds can take up to 14 days to process + your bank's processing time (up to 7 days).
For some banks and credit cards, your refund may appear in the same place as the original order. Sometimes it may even appear in the same place as the transaction. If you paid using PayPal, it may take up to 48 hours from the time you receive the email confirming your refund to the time the refund appears in your account. If your bank account is linked to your PayPal account, there may be an additional 14 days before the refund is received. These are PayPal processing times.

Please wait 14 days before contacting us about your refund if you have not received it. If 14 days have passed and you have not heard from us, we will do our best to find out what happened.
In this case, contact us by email at [email protected] with the following information

  • Your name
  • Your order number
  • Name of the product and codes of the returned items
  • A picture of the proof that you mailed the package

Can I make an exchange instead of receiving a refund?

Unfortunately, we do not offer exchanges. Simply return your items and order a replacement. Your refund will be issued once we receive your order.

Do you refund shipping charges?

We do not refund shipping charges.


3. PAYMENTS AND PROMOTIONS

Promotions & Discounts

We regularly have promotional offers on our site.
Please enter the promo code at checkout and make sure it is exactly the same as on the website.
If you have trouble entering the promo code, please check the following:

  • Is the promo code you are trying to apply still valid? Some of our promotional offers are limited in time.
  • Please make sure to apply the code before the promo ends to ensure it is valid; only one code can be applied to your order.
  • If you have already entered a promo code, it will be impossible to add another one to your order
  • Please check that the code does not exclude certain products: some promos do not apply to certain products and categories on our site;

How can I pay for my order?

Means of payment

We accept the following payment cards: VISA, MASTERCARD and AMERICAN EXPRESS (AMEX). We also accept payments via PayPal, Scalapay (for the following countries Italy, France, Germany and Belgium and by the end of 2022 in other countries of the European Union) and gift cards.

Note:

  • All payments must be made online at the time of finalizing the order. We do not have the ability to place an order on your behalf.
  • When you reach the final checkout page, we will immediately contact your bank or card issuer to obtain authorization to take the payment from your account.
  • We accept the Venum gift certificate/voucher that you have been offered.
  • How do I use my promo code or gift card?

    Enter your code in the "Use promo code or gift card" box on the checkout page and click "Apply". If the value of your order is less than the value of your gift certificate, no worries: the difference is kept for the next time on your gift certificate.

Payment Problems

If you receive an error message during checkout, please make it a priority to verify that the details you entered during checkout are correct.
If your debit or credit card was declined at checkout, please check to see if the card is expired, out of date, or if the billing address entered on the site is different from your card.
If this does not help, please consult your bank or credit card company.
If you use PayPal, please contact them directly to find out why the payment was declined.
If you have any other difficulties with the payment, please contact us with the following information:

  • What operating system you are using (e.g. iOS, Android, Windows Vista, Mac OS X)
  • What browser you are using or if you are using the application (e.g. iOS, Android, Windows Vista, Mac OS X)
  • What payment method you are trying to use (e.g. PayPal, Visa)
  • A description of the problem you encountered and the time the problem occurred
  • If you are receiving an error message, please include it in your message

4. CONTACT US

Please have your order number ready when you contact us!
We can be reached at :

 

By Mail


[email protected]

By Phone

 

Monday to Friday from 9:00 am to 00:00 
Saturday and Sunday from 10:00 am to Midnight

France: +33 1 76 44 12 96
Belgium : +32 2 808 60 05
Switzerland: +41 22 518 01 23
Spain: +34 919 01 26 29
Italy: +39 02 9475 0052

UK: +44 20 3966 3629
Monday to Friday from 8:00 am to 1:00 am
Saturday and Sunday from 09:00 am to 11:00 pm (UK Time)

 

By chat
Directly on the site