Shipping Policy
At Vénus, every piece is carefully prepared and packaged from our Auckland and Shanghai studios.
To provide faster and more efficient worldwide delivery, orders may be dispatched from either New Zealand or Shanghai depending on product availability, craftsmanship requirements, and destination country.
Once your order has been shipped, you will receive a confirmation email with tracking information.
Processing Time
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.
Orders are processed Monday to Friday, excluding public holidays.
Shipping Destinations
We currently ship to:
- New Zealand
- Australia
- United States
- Selected international destinations
If your country is not available at checkout, please contact us at:
Shipping Methods
New Zealand & Australia
All New Zealand and Australia orders are shipped securely via NZ Post Courier.
- FREE shipping on orders over NZD $99
- Orders under NZD $99 incur a shipping fee calculated at checkout
- Signature on delivery is required for all parcels
- Tracking is included with every shipment
Estimated delivery times:
- New Zealand: 1–4 business days
- Australia: 3–8 business days
United States & International Orders
All international orders are shipped securely via DHL Express.
- FREE international shipping on orders over NZD $129
- Orders under NZD $129 incur a shipping fee calculated at checkout
- Tracking is included with every shipment
- Signature on delivery is required
Estimated delivery times:
- United States: 4–10 business days
- Other international destinations: 5–14 business days
Please note that delivery timeframes are estimates only and may vary due to customs processing, local courier delays, weather conditions, weather events, or peak holiday periods.
Duties, Taxes & Customs
International orders may be subject to import duties, customs fees, taxes, or local sales taxes imposed by the destination country.
For United States orders, import regulations and state tax requirements may vary depending on your location. Additional charges may apply upon arrival and are the responsibility of the customer where applicable.
For all other international destinations, customers are responsible for any customs duties, import taxes, VAT, or local handling fees charged by their country.
Vénus is not responsible for delays caused by customs clearance procedures.
If a parcel is refused due to unpaid duties or taxes, the original shipping cost and any return or customs fees may be deducted from the refund amount.
Signature & Delivery Responsibility
For security reasons, all orders require signature confirmation upon delivery.
Please ensure your shipping address and contact details are entered correctly at checkout. Vénus is not responsible for parcels delayed, lost, or returned due to incorrect shipping information provided by the customer.
If delivery is missed, the courier may leave collection instructions or arrange redelivery depending on local courier policies.
Tracking Your Order
Once your order has been dispatched, you will receive an email containing your tracking number and courier details.
If you have not received tracking information within the estimated processing timeframe, please contact:
Lost or Damaged Parcels
If your parcel arrives damaged, or if you believe your shipment has been lost in transit, please contact us within 48 hours of delivery confirmation.
We will work with the courier provider to investigate the issue and assist where possible.
Contact
Auckland, New Zealand