Venus Illuminated Customer Service
How to shop using this site & payment options:
Venus Illuminated offers many payment options. We offer PayPal for credit card and electronic check payments. We are PayPal verified, which means we have satisfied the PayPal criteria of verification. You may check our verification here. Throughout the site you will see 'buy' buttons next to the products we are currently offering.
We offer 5 different shopping carts - one each for the US, UK, Ireland (and European countries using Euros), Canada, and Australia. If you are in another country and wish to place an order, please email us at Dena@venusilluminated.com.
If you click on a buy button, a shopping cart window will open showing the item you've placed in your cart. You may minimize this window and continue shopping the site until you are finished. You may also, at any time, remove an item or adjust the quantity of an item in your cart. When you are finished shopping, simply maximize the shopping cart window and then proceed to checkout. Your shipping charge will appear and you then agree to the total by clicking one final button. You have the option of cancelling your purchase up until this final click. We also accept cash sent via registered mail (US Dollars, UK Pound Sterling, and Euros), money orders, international money orders drawn in US funds, Western Union transfers, and personal and business checks (within the US). Please email us if you wish to send a payment by mail. If you would like to shop in person and live in the St. Petersburg, Clearwater, Tampa Bay, FL USA Area
Our Shipping Policy and delivery times:
We generally ship everything first class or Priority mail via the United States Postal Service. The FREE shipping offered in the US for the jewelry items are shipped first class. The candles are usually shipped Priority. If you need an item right away, please contact us to arrange for Priority shipping ($5.00 for up to 3 jewelry items) or Overnight service ($17.00 for up to 3 jewelry items). All in stock items are shipped within 2 business days, unless we are out of town. I will contact you regarding delivery shortly after receiving your order. The bath salts, which we only make upon order, are mailed within 5 business days. In the United States, you can expect your in stock items to arrive in about 2 days to a week.
International jewelry orders are shipped via International First Class Post. Global Priority Post is available for $11.00 USD for up to 3 jewelry items in the same package. Global Priority usually arrives within 2 - 5 business days, and International First Class generally arrives within 5 - 8 business days. We have discovered a few places in the UK with rather slow delivery service, with Global Priority packages arriving around 5 - 7 business days after we ship.
International Customers
We ship to the UK and Europe, Canada, and Australia on a regular basis, and so these are the countries we have added shopping carts for. However, if you are in another country, please feel free to email me at Dena@venusilluminated.com for a quote on shipping. I will be happy to send a direct invoice to your email account if you reside in a country that allows Paypal payments. If you cannot pay via Paypal, we do also accept Western Union transfers and International Money Orders/bank drafts drawn in US funds.
Our international shopping carts are set up for Jewelry orders at this time. We will accept international orders for other products, but we will need to bill you via email directly through Paypal for our other products due to the shipping expense (we will calculate the shipping for the items you are interested in and then send you a quote via email for you to approve or decline). If you wish to order a product other than jewelry, please email us. Our candles are heavy, so please be aware that the shipping charge may be significant if you order many.
Out of stock items:
As I am the only person who works on the websites and we offer so many items, I am often unable to immediately put up out of stock notices. We have limited quantities of each item, so it is possible that we will occasionally receive too many orders of an item to fill all of our orders immediately. I will email you and let you know if an item is unavailable and offer you the option to wait (it could be only a few days up to two weeks, depending on when we ran out and if an order is already in transit to us from the manufacturers) or a refund. There are some items on the site that are Special Order only items - these items will always take at least two weeks to arrive as I will only order those items for you after you place your order.
Confirmation of your order:
After payment, you will be taken to a thank you page or an order form (depending on what you have purchased). This confirms your successful placement of an order with us. If this does not happen, do not worry! It doesn't mean that you haven't placed your order--we are human and we do make mistakes! There may be an occasional item on the site that is not properly linked back to the proper page. Paypal will automatically send you an email confirmation of your payment to let you know you have made a successful purchase. In addition, we do also personally confirm your order via email. If you do not hear from us in a day or two after purchase, feel free to send an email to Customer Service and ask about your purchase. If we are away, you will receive an autoresponse letting you know when we will return.
Returns:
Due to the nature of our business, we do not have many items that are damaged during shipment (we even individually wrap all candles!). However, if you do receive an item that is damaged or that you simply do not like, we will consider returns on an individual basis. Please contact us with any problem ~ it is our goal to keep our customers not only satisfied, but exceptionally pleased!
Please note: all of our candles are handcrafted; therefore, there is almost always slight irregularities in the smoothness of the circular top of the votives. This is not a defect in the candles, but rather loving proof of gentle hands creating first class candles out of pure vegetable wax and essential oils. The candles may also have a slight variance in color at times due to the nature of being handcrafted.
About paying by check:
We do accept all personal and business checks drawn on US Bank accounts. However, there is an 4 - 11 day hold on all checks. To avoid the hold and receive your products faster, you may want to consider paying by money order, electronic check, or credit card. The hold on electronic checks is only 4 days compared to a hold up to 11 days for physical paper checks. If you have paid with a check in the past with no problem, we may decide to honor your check right away and send your order according to our regular shipping policy. This is, of course, at our discretion. If you are an international customer, we accept international money orders, Western Union Transfers, and credit card payments via the website only.
If your questions are not answered after reading this page, please send an email or call/text 727-458-6027. We CANNOT accept credit card numbers over the phone, but would be happy to answer any questions you may have.
