FAQS
Need Help?
If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.
Please allow 06 - 12 business days from the time your package arrives back to us for a refund to be issued.
Product & Material
Are Vénus jewellery pieces suitable for sensitive skin?
All core styles are crafted in genuine 925 sterling silver and solid 18K gold without harmful alloy plating or nickel, friendly to sensitive skin and long-term daily wear.
How to maintain silver and pearl jewellery to avoid tarnish?
Keep away from perfume, sweat and bath water. Wipe with attached polishing cloth after wear and store in sealed jewellery pouch.
Are pearls natural cultured pearls?
Our pearl collection uses carefully selected natural cultured pearls with unique natural luster and subtle texture differences.
Size & Sizing Guide
How do I confirm my correct ring size?
Refer to our online size chart; you may also measure inner diameter of your existing ring for accurate sizing reference.
Can bracelet/necklace lengths be adjusted?
Most chain styles come with adjustable extension links for flexible wearing length.
Is earring size standard for daily wear?
Earring dimensions are listed on each product page; contact support if you need further size consultation.
Shipping & Order Info
How long is delivery?
Most orders are processed within 2–5 business days.
For made-to-order, customized, or personalized pieces, additional 5-10 business days may be required. Estimated production and dispatch times will be listed on the relevant product page whenever applicable.
How can I track my parcel?
Tracking number will be sent to your registered email once goods leave warehouse.
Returns & Exchange & Value Trade-in
What is your standard return & exchange policy?
We don’t offer mind-change refunds for handcrafted fine jewellery. Valid unused goods can apply for exchange or store credit within 7 days upon delivery confirmation on conditions: unworn intact merchandise, complete original packaging, valid purchase receipt and in-time application. All exchanges depend on in-stock availability.
Which items cannot be returned or exchanged?
Custom personalised, made-to-order and engraved jewellery, earrings (hygiene concern), discounted sale goods and gift cards are final sale with no return, exchange or store credit available.
How does store credit work after approved return?
Approved returns will be credited to your account for subsequent shopping only. Store credit cannot be withdrawn as cash or transferred to other accounts.
How does the precious metal trade‑in program run?
Genuine sterling silver & 18K gold Vénus pieces qualify for our trade‑in service. Valuation follows real-time global metal price; assessed credit maxes out at 50% of original purchase price for future consumption only. Click our link to view full terms.