DELIVERY INFORMATION
Delivery Information
We want delivery to feel straightforward from the moment you place your order.
This page explains where we deliver, what delivery costs, when your order is likely to arrive and what happens if a parcel is delayed or cannot be delivered.
For the contractual delivery terms that apply to purchases, please also see our Terms & Conditions.
Key information at a glance
Standard delivery: £2.95 for orders under £25.
Free standard delivery: Available on qualifying orders of £25 or more, after discounts have been applied.
Delivery area: We deliver throughout the United Kingdom and to the Channel Islands.
Separate parcels: Some orders may arrive in more than one parcel or on different days.
Delivery estimates: Delivery times are estimates unless we expressly agree a guaranteed service.
Need help? Email contact@venus365.com or use our Contact Us form.
Select a section below to read the full delivery information.
Delivery charges and coverage
Standard delivery costs £2.95 for orders below £25.
Standard delivery is free where the value of qualifying products in your order is £25 or more, after discounts have been applied.
The applicable delivery charge will be shown before you place your order.
You will not be charged an extra standard delivery fee merely because we divide your order into more than one parcel.
We currently deliver to addresses throughout:
- England
- Scotland
- Wales
- Northern Ireland
- the Scottish Highlands and islands
- the Isles of Scilly
- the Channel Islands
We do not currently deliver outside these areas.
Some destinations may take longer to reach or require a different delivery service. Any material restriction or additional charge will be shown before you place the order wherever reasonably possible.
No.
The £25 free-delivery threshold is based on the value of qualifying products in your basket after discounts have been applied.
Delivery charges do not count towards the threshold.
Where a promotion or discount reduces the qualifying product value below £25, the standard £2.95 delivery charge may apply.
Dispatch and delivery
We begin processing orders as soon as possible after they are placed and payment has been authorised.
The expected dispatch arrangement will be shown on the website, at checkout or in your order communications where available.
Because fulfilment may begin through an automated process, it may not always be possible to amend or cancel an order once processing has started.
If you need to make an urgent change, email contact@venus365.com or use our Contact Us form as soon as possible.
The delivery method and estimated timeframe will be shown at checkout or in your dispatch information.
Delivery estimates may be affected by:
- weekends and bank holidays
- the destination
- carrier capacity
- severe weather
- transport disruption
- seasonal demand
- events outside our reasonable control
Unless a delivery date is expressly described as guaranteed, the timeframe is an estimate rather than a fixed promise.
Where no different delivery period has been agreed, goods should ordinarily be delivered within 30 days after the contract is formed.
The automated email confirming that we have received your order is only an acknowledgement.
Your order is accepted when we send an email confirming that the relevant product has been dispatched.
If products are dispatched separately, a separate contract is formed for each parcel when its dispatch confirmation is sent.
For more detail, see our Terms & Conditions.
We will send a dispatch email when your order, or part of it, leaves the fulfilment location.
If you do not see the email, please check your junk or spam folder.
That email may include:
- the products being dispatched
- the delivery service
- an estimated delivery timeframe
- tracking information, where available
If an order is sent in separate parcels, you may receive more than one dispatch email.
Tracking availability depends on the delivery service used for the parcel.
Where tracking is available, the tracking details or link will normally be included in your dispatch email. Tracking information may also be available through your customer account where an account exists.
Tracking information may take a little time to become active after the parcel has been handed to the carrier.
If the expected delivery timeframe has passed and the tracking information has not updated, email contact@venus365.com or use our Contact Us form.
Separate parcels and fulfilment
Some products may be dispatched directly by a fulfilment partner acting on our behalf.
An order containing more than one product may therefore:
- be sent from different locations
- arrive in separate parcels
- have more than one tracking reference
- arrive on different days
This is normal and does not mean that part of the order has been forgotten.
Your contract remains with Venus365, and we remain responsible for the proper fulfilment of your order.
No.
You will not be charged an additional standard delivery fee simply because we choose to divide the order into separate parcels.
Any delivery charge shown at checkout is the charge that applies to the order, unless you later request and agree to a separate paid service.
First, check your dispatch emails to see whether the order has been divided into separate parcels.
Different parcels may:
- leave on different days
- use different carriers
- have different tracking references
If the remaining product has not arrived within the estimated timeframe shown for it, email contact@venus365.com or use our Contact Us form.
Please provide your order number and details of the product or parcel that is missing.
Delays and delivery problems
Occasional delays can occur because of weather, carrier disruption, peak demand or other events outside our reasonable control.
Where we become aware of a material delay, we will try to keep you informed and take reasonable steps to reduce its effect.
If your delivery is overdue, please check:
- the estimated timeframe in your dispatch email
- any available tracking information
- whether more than one parcel was dispatched
- whether the carrier has left a card, message or safe-place notification
If you still need help, email contact@venus365.com or use our Contact Us form.
Please contact us immediately if you notice an error in the delivery address.
You can email contact@venus365.com or use our Contact Us form.
Because order processing and dispatch can be automated, we cannot guarantee that the address can be changed once fulfilment has begun.
You are responsible for checking that the delivery details supplied at checkout are complete and accurate.
If a parcel is delayed, lost, returned or redelivered because of an incorrect or incomplete address supplied by you, we may ask you to pay any reasonable additional delivery or return cost.
This does not apply where the error was caused by Venus365 or a delivery provider acting on our behalf.
A delivery may be unsuccessful where:
- nobody is available to receive the parcel
- access to the address is not possible
- the address is incomplete or incorrect
- the parcel is refused
- the parcel is not collected from the carrier
The carrier may:
- leave the parcel in an authorised safe place
- leave it with a neighbour where permitted
- offer redelivery
- take it to a collection point
- return it to the sender
Please follow any instructions provided by the carrier.
If the parcel is returned to us or a fulfilment partner, we will contact you to discuss redelivery or cancellation.
We may charge reasonable additional delivery or return costs where the failed delivery resulted from information or action for which you were responsible.
Please first check:
- around the delivery address
- any nominated safe place
- with other members of the household
- with immediate neighbours
- any photograph or location information provided by the carrier
If the parcel still cannot be located, contact us promptly at contact@venus365.com or use our Contact Us form.
Please provide your order number and any relevant tracking information.
We will review the delivery record and raise an enquiry with the carrier where appropriate.
If the outer parcel or a product arrives damaged, please contact us as soon as reasonably possible.
Email contact@venus365.com or use the online form on our Returns & Refunds page.
Please include:
- your name
- order number
- a description of the damage
- photographs where they are useful and practical
Keep the product, packaging and delivery materials until we have advised what to do next.
Your statutory rights are unaffected.
Other delivery questions
Any available delivery options will be shown at checkout or offered directly by the carrier after dispatch.
We cannot guarantee that a requested safe place, nominated day or delivery instruction will be available for every order or postcode.
Where you authorise a carrier to leave a parcel in a safe place or with a nominated person, please choose a location that is reasonably secure and suitable for the product.
You may enter a delivery address that is different from your billing address where the checkout permits this.
Please ensure that:
- the recipient can accept the parcel
- the address is complete and accurate
- any access instructions are included where the checkout provides a suitable field
For security reasons, a payment provider may carry out additional checks where the billing and delivery addresses differ.
Delivery to PO Boxes, parcel lockers or third-party collection points depends on whether the carrier and delivery service accept that type of address.
We cannot guarantee delivery to these locations unless the address is accepted at checkout and suitable for the service used.
Where an unsuitable address is supplied, we may contact you for an alternative before dispatch or cancel the affected order.
Please email contact@venus365.com or use our Contact Us form.
Include your:
- name
- order number
- delivery postcode
- a brief description of the issue
This will help us locate the order and respond more quickly.
Delivery help
For delivery questions, missing parcels or address problems, contact:
Email: contact@venus365.com
Online: Contact Us form
For damaged, faulty or incorrect products, please use our Returns & Refunds page.
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