Shipping, Exchanges & Returns

 

SHIPPING AND RETURNS

SHIPPING - Shipping costs

Portugal: €5 | Portugal (Islands): 7€ | Spain: 7€

Europe Zone 2: 15€ (Germany, Austria, Belgium, Slovakia, Slovenia, France, Greece, Netherlands, Hungary, Ireland, Iceland, Italy, Lithuania, Czech Republic)

Europe Zone 3: 15€ (Denmark, Estonia, Finland, Latvia, Malta, Norway, Poland, Sweden)

Rest of the World: (Except South America, Central America, East Asia and East Asia): Calculated at Check-Out.


PAYMENT METHODS
In the online store, the payment methods are: Credit Card, Debit Card, Paypal, Multibanco, Apple pay, Google Pay as indicated in the payment menu at the end of the purchase, no other means of payment being accepted.

The customer must pay only the exact amount specified in the confirmation of each order, and must do so using only the payment methods described above. Otherwise, if the Customer tries to use another method of payment not foreseen, VENUS ET SATURNE cannot be held responsible for the loss of payment or for any other damages that may result therefrom.

 

CONFIRMATION OR CANCELLATION
After making his purchase, the Customer will receive an automatic email confirming the transaction.

Your order will only be processed after confirmation of the respective payment. In the event of non-payment or non-compliance or non-confirmation of these General Conditions,VENUS ET SATURNE reserves the right not to accept the customer's order, or to cancel it, even after automatic confirmation.

SIENNA reserves the right not to confirm and/or proceed with the delivery of the products ordered by the Customer, regardless of the reason and exempt from liability for any damages or costs, if:

– the occurrence of any unforeseeable event or change in current circumstances that may affect production, transport and the respective costs, or that cause abnormal increases in the prices of raw materials;

– if, for any reason, it is impossible to collect and receive the respective payment;

– if the ordered products are no longer available;

– if the order has been placed with errors in the essential data for the delivery of the order;

– if the order is flagged by the website's security systems as an incorrect, irregular order and/or considered fraud.

In any of the aforementioned cases, VENUS ET SATURNE will inform the Customer by e-mail and/or telephone of the situation where it is impossible to confirm the sale and the consequent cancellation of the order, assessing the need to return the amount of the items on a case-by-case basis.



DELIVERY
SIENNA offers two types of delivery for online purchases:

- Delivery at the address indicated by the customer.

- Order collection at our store is done from Tuesday to Friday 11:00 am to 7:00 pm or Saturday from 11:00 am to 5:00 pm.

In cases where the Customer opts for the transport service for delivery to the indicated address, it is ensured by our distribution partner - BATCH or CTT, depending on the case.

If you wish to submit a claim related to the unloading and/or delivery, this should be sent by email to the distributor, following the procedures stipulated by them.

For picking up orders in store, the customer will receive an email as soon as the order is available to be picked up ("Your order is ready for PICK UP").

 

DELIVERY TIME
For orders with delivery to the address indicated by the customer:

You should receive the order confirmation ready to be sent or collected within 4 working days after payment. If you have not received an email in your inbox, we recommend that you check your spam before contacting us.

ATTENTION: In peaks of high sales flow (ex: collection launches, party season, etc.) we are not always able to meet the 4 business day delivery deadline. If you have an urgent need to receive your order, please contact us via email at hello @venusetsaturne.com.

We are a small team but we help whenever we can :)

In case of orders sent to the indicated address:

Mainland Portugal: orders placed before 12h are delivered on the following business day; Orders placed after 12pm will be delivered within 48 business hours

Portugal Ilhas: orders will be delivered between 48h-72h business hours

Europe zone 2 and 3: between 4-5 working days.

Rest of the world: up to a maximum of 10 business days.

For pre-order items, the delivery time mentioned on the product page is the time frame in which we estimate to ship the items. Arrival at destination will always depend on location and delivery time.

In the event of a delay due to force majeure, VENUS ET SATURNE undertakes to inform the Customer and do its best to resolve the situation quickly.

EXCHANGES / RETURNS / COMPLAINTS
The customer has up to 15 following days after receiving the confirmation email to PICK UP or receive the order at his address to exchange or return his item. We do not accept exchanges that exceed this deadline.

For exchanges whose chosen delivery method was collection at SIENNA's STORE, the 15-day period is applied from the date on which we send the email "READY for PICK UP".

For online exchanges and returns, you must access your customer area (login with your purchase email) to choose the part you wish to exchange/return.

Login Area - Access and login with the email used in your order

If you want to exchange, you must fill in the NOTE field with the name and size of the piece you wish to receive.

Upon receipt of the online return/exchange request, our system sends an automatic CONFIRMATION email and only later, an APPROVAL email from our Team.

After receiving the approval email, you can send your piece via CTT to our address. Exchanges are made via post and all shipping costs are the responsibility of the customer.

To exchange, simply place the item in the closed original packaging/bag and send it to us at the address we will indicate in the email. The item must not be damaged, used, without labels or dirty. If this happens, we will not exchange it.

You should never send your order back to us until we receive an approval email from our system, so we are not responsible for it not arriving.
VENUS ET SATURNE is not responsible for the loss of orders, the shipping being the sole responsibility of the carrier, post office or delivery service chosen by the customer. The customer should only send his order for exchange after receiving our system's approval of return email. 

RETURNS

The customer has up to 15 calendar days after receiving the Order Ready "Ready for Pick up" email to exchange and/or return their item (within this period). We do not accept exchanges or returns that exceed this period.

For online returns, you must access your customer area (login with your purchase email) to choose the item you wish to exchange/return.

Login Area - Access and Fill in the Order Email

Login Area - Access and Fill in the Order Email

 
Upon receiving the online return/exchange request, our system sends an automatic CONFIRMATION email and only later, an APPROVAL email.

After receiving the approval email, you can send your piece through any transportation company of your choice to our address. Exchanges are made via post and all shipping costs are borne by the customer.

To exchange, simply place the item in the closed original packaging/bag and send it to us at the address we will indicate in the email. The item must not be damaged, used, without labels or dirty. If this happens, we will not exchange it.

You should never send your order back to us until you receive an approval email from our system, so we are not responsible for it not arriving.