Return & Exchange Policy

Eligibility

To be eligible for a return or exchange, the item must be:

• Returned within 7 days of the delivery confirmation date
• Unworn, unwashed, and in its original condition
• With all original tags attached and in original packaging where applicable
• Not listed as a non-returnable item (see below)

Non-Returnable Items

The following items cannot be returned or exchanged:

• Fragrances and beauty products once opened or used
• Underwear, swimwear, and intimate items for hygiene reasons
• Sale and final clearance items unless the item arrived damaged or defective
• Earrings and pierced jewellery for hygiene reasons
• Personalised or custom-made items
• Gift cards

Personal Shopping & Client-Sourced Items

Items sourced through our personal shopping service are sourced specifically for you, often from international suppliers. These items are non-returnable and non-exchangeable unless they arrive with a verified defect or damage that was not disclosed at the time of sourcing. Please review your personal shopping quote and product confirmation carefully before final payment.

Pre-Order Items

Pre-ordered items have a shorter return window of 7 days from delivery confirmation. Pre-order cancellations before dispatch are subject to the terms in our Pre-order Guide.

Damaged or Incorrect Items

If your order arrives damaged, defective, or is not what you ordered, please contact us within 48 hours of delivery at hello@shoporventa.com with your order number and clear photos of the issue. We will resolve this at no additional cost to you — including covering return shipping where applicable.

How to Return or Exchange

1. Email hello@shoporventa.com with your order number and reason for return/exchange
2. Our team will review your request and respond within 1–2 business days
3. If approved, you will receive instructions for returning the item
4. Return shipping costs are the responsibility of the customer unless the item is defective or incorrectly sent
5. Once the item is received and inspected, we will process your exchange or refund

Exchange Process

Exchanges are subject to availability of the replacement item. If your preferred size or colour is unavailable, we will offer an alternative or a store credit. Exchanges are processed within 3–5 business days of receiving the returned item.

Refunds

Approved refunds are returned via the original payment method. Mobile money refunds typically arrive within 1–3 business days. Refunds are issued for the item value only — delivery fees are non-refundable unless the item was incorrectly sent or arrived damaged.