Shipping & Returns
ORDERING, SHIPPING AND DELIVERY
(1) All services supplied or goods purchased from us are subject to these terms and conditions.
(2) All orders are subject to availability.
(3) We aim to keep items in stock at all times, however there may be rare instances when the items are unavailable therefore it will not be possible to order any item that is not in stock. You will be offered a replacement or a refund.
(4) For custom orders, we will do our best to ensure we meet your criteria and work in the spirit of your personal requests. As these are interpretations, scenarios and customizing, we reserve the right to amend the custom order.
(5) All custom orders are provided for solely for personal use and for no other purposes including but not limited to commercial use, sharing or re-publication. Model Releases will not under any circumstances be provided.
(6) We reserve the right to place custom images onto the website venus-lux.com. We reserve the right to place custom movies onto the website venus-lux.com no earlier than 3 months after the date the footage was shot.
(7) How long will you take to dispatch my order? Your order will be dispatched within 3business days. If for some reason we are unable to dispatch within this time we will inform you by email. Custom orders may occasionally take longer and will depend on Venus' availability to create your custom order.
(8) How will my package be sent? Your package will be sent from US in plain discreet packaging marked for the addressee. Our name and contact details may be displayed on the outside of the packaging. For Customs declarations and as required by certain carriers a basic description of the contents maybe displayed on the outside in small wording.
(9) How long will my package take to ship? For US deliveries, once shipped expected delivery of small package is 1-3 days, expected delivery of parcel post is 2-9 days. If you require a faster delivery date we can arrange this at an additional charge. For all orders being shipped outside of US expected date of delivery varies by destination.
(10) What countries do you ship to and what is the cost? We are able to ship to most countries serviced by USPS, subject to cleared payment. For debit and credit cards the delivery address must be the address the card is registered to.
(11) Does my order come with a tracking number? All items are sent using Certified Mail or Registered Mail postal service. This will include a tracking number and may require a signature on delivery.
(12) Is my package insured against loss? All packages are sent using Certified Mail or Registered Mail postal service, this does not include insurance. If you wish to obtain cover against loss Contact Us to arrange the additional insurance.
(13) Will I have to pay any Customs charges for goods delivered? It is a legal requirement that we declare the full value of the goods on all packages sent outside US. Shipments sent to these destinations may be subject to import duty, tax and customs clearance charges. Unfortunately we do not have any control over these charges. The addressee must pay for all additional charges.
(14) What is the delivery cost? Delivery cost varies depending on weight. This will be calculated during checkout.
PRICE AND PAYMENT TERMS
1) The Price of the Goods shall be the price quoted on the Web Site at the time your order is accepted. We try to ensure that all details including prices are displayed accurately and are to date.
(2) You can pay for your items via CCBill if you would like to pay via credit cards.
(3) We can also accept cash by secure post, money order, cashiers check payable to ‘VL Entertainment’, or direct in US business bank account. We only accept US dollars as currency. Goods can only be released and membership can only be started once cleared payment funds are received.
(4) Address for payments VL Entertainment 1765 N Sycamore Ave 409 Los Angeles, CA 90028, US.
(5) If you wish to send us any messages or make any changes to your order this can be done by using our Contact Us page. Please be sure to quote your name, telephone number, date of order, total amount due and your email address with all correspondence.
(6) All prices are exclusive of tax and if applicable this shall be charged by us and shall be payable by you at the appropriate rate.
(7) These terms of sale are subject to change without notice and are correct at time of writing.
Canceling an Order
If you wish to cancel an order, please contact Customer Service. You can send an email to Customer Service 24 hours a day, 7 days a week. Customer Service will respond to your email within 24 hours.
Unfortunately, we are unable to make any additions, changes or quantity adjustments on orders which have already been processed.
If you decide you do not want your order, please do not open this shipment, mark the package: "Refused - Return to Sender" and return it to us. We will issue a refund upon receipt of the package to the payment method used during purchase, you will still be responsible for the shipping charges.
Returns / Refunds
Defective Products - Any defective item will be replaced with an identical working item, or can be exchanged for store credit to select an alternate item if we do not have a working replacement item in stock.
Please note that to protect the health of our employees and our customers, we do not accept returns of any toys or intimate apparel.
Incorrect Item Shipped - If there is a mistake in the item shipped to you, please let us know so we can replace it for you. Before sending any item back to us within 60 days of purchase to start the exchange process, please obtain a return authorization number.