Venus Illuminated Customer Service
January 9, 2011 Notice:
I am in the process of integrating the old and new sites. The old site will continue to run as it has for the past 9 years until the new site is ready. You will find many new items on the new site but the check out process is slightly different, which I will explain below The new site is accessible here The greatest benefit with the new site is the search capability as well as the option to become a 'member' which will allow you to track your purchases and reorder more easily. Unfortunately the shopping carts on the two sites are separate and will not allow you to combine purchases from both sites; however, you can always email me and let me know what you'd like and I can send an invoice with everything on it to simiplify your purchase order. The new site also allows you to insert a promo code, which will make the discount process (especially for the candles) much easier! The new site will also inform you if an item is out of stock prior to purchasing.
How to shop using this site & payment options:
OLD SITE SHOPPING
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.
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, AU Dollars, and Euros), money orders, international money orders drawn in US funds, Western Union transfers, Money Gram transfers and personal and business checks (within the US). Please email us if you wish to send a payment by mail.
Email: Dena@venusilluminated.com
NEW SITE SHOPPING
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.
On the new site, you can add to your shopping cart and remain on the page and continue shopping. To see the shopping cart, you click on the shopping cart link and it opens and shows you what you have placed in the cart. To checkout, click the checkout link and it will take you to a place to decide whether you want to become a member, sign into an existing account, or to proceed without an account. Next, click on the continue link to enter your shipping address and to decide if you would like to ship to your billing address or to another address. If you have a promotion code, you can also enter it and receive the discount. After you enter your address, click the next link and you will be on the billing page. On this page you can elect to pay by credit card or echeck through Paypal (no account is required; Paypal is my credit card processor), money order, check (in the US), certified check, or COD which is the option to send cash rather than Cash on Delivery. I will accept cash payments sent via REGISTERED MAIL and I accept the following cash payments: US Dollars, UK Pounds, AU Dollars, and Euros. Please contact me regarding the exchange rate prior to sending a foreign payment. The COD option is also for Western Union and MoneyGram orders, which I also accept.
Please email us if you wish to send a payment by mail.
Email: Dena@venusilluminated.com
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 internationally 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 ($6.00 for up to 3 jewelry items) or Overnight service ($20.00 for up to 3 jewelry items). All in stock items are shipped within 1 business day, unless we are out of town. I will contact you regarding delivery shortly after receiving your order. 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 $14.00 USD for up to 3 jewelry items in the same package. Global Priority usually arrives within 3 - 5 business days, and International First Class generally arrives within 5 - 8 business days. We have discovered a few places in the UK and Australia with rather slow delivery service, with Global Priority packages arriving around 7 business days after we ship.
International Customers
We ship the jewelry we offer worldwide (everywhere it is legal to do so). However, due to the weight of our candles, we request that you contact us first with your order so we can add the correct shipping expense to your order. The shopping cart will only add shipping for US customers for candles. If you place an order without contacting us first, we will bill you separately for shipping. Please be aware that we cannot ship these items until payment for the shipping expense is received.
Please 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, MoneyGram, and International Money Orders/bank drafts drawn in US funds.
Our candles are heavy, so please be aware that the international 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...the New Site will be much easier to update the inventory and you should almost always know when something is unavailable. 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.
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.
About placing a custom order:
The artists that create our jewelry DO NOT accept special orders, such as having an item that is pewter made in silver or gold. Each item states on the individual pages what metal it is available in.
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. Please do not send candle selections over the phone as I have a jaw injury and have limitations placed on it's use...please send candle selections to me via email. I appreciate it. I prefer text questions for this same reason; thanks! Dena
