The Real Heart Pendant

Processing Time

• All orders are typically processed within 14 business days from the date of purchase. Since we handcraft each piece individually, please note that processing times may vary depending on the complexity of the design or volume of orders.
• You will receive an email notification with tracking details once your order has shipped.

Shipping Methods & Delivery Time

We offer a variety of shipping options to suit your needs:

• Free Standard Shipping in New Zealand: Estimated delivery time is 5-7 business days (domestic orders).
• Expedited Shipping: Estimated delivery time is 2-4 business days (extra cost).
• International Shipping: We can arrange international shipping at an extra cost, this will be calculated at check out. Estimated delivery time varies between 7-14 business days, depending on the destination country. Customs processing can sometimes cause delays beyond our control.

Note: All delivery times are estimates and may be subject to delays, especially during busy seasons or due to unforeseen circumstances (e.g., weather or postal service delays).

Thank you for shopping with us!

 

We take great pride in the craftsmanship and quality of our handmade jewellery. Each piece is made with care and attention to detail, ensuring you receive a unique item that you'll love. However, we understand that sometimes things don't work out, so we offer the following return policy:

 

 

Returns & Exchanges

• Eligibility: Returns and exchanges are accepted within 14 days from the date of delivery. If you change your mind or need an alternative size, please reach out to us within this period.
• Condition: Items must be returned in new, unused, and unworn condition with all original packaging. For hygiene and safety reasons, we cannot accept returns on earrings, unless they are faulty or damaged.
• Custom Orders: Custom-made or personalized jewellery is non-returnable, unless it arrives damaged or defective.

How to Return an Item:

• Contact Us: Before sending an item back, please get in touch with us via email at sales@venerstudio.com with your order number and reason for return. We’ll provide you with return instructions.
• Ship the Item: Once approved, please pack the jewellery securely in its original packaging to avoid any damage during transit. We recommend using a trackable shipping service to ensure the item reaches us safely. You are responsible for return shipping costs unless the item was received damaged or incorrect.
• Processing the Return: Once we receive the returned item and verify its condition, we will process your refund or exchange within 7-10 business days.

Refunds & Exchanges:

• Refunds: Once your return is approved, we will issue a full refund to the original payment method. Shipping costs are non-refundable unless the return is due to a mistake on our part (e.g., incorrect or damaged item).
• Exchanges: If you would like to exchange the item for a different piece or size, we will happily assist you, subject to availability. Any price differences will be charged or refunded accordingly.

Damaged or Defective Items:

If your jewellery arrives damaged or defective, please contact us within 7 days of receipt with a photo of the damage. We will offer a full refund or replacement at no additional cost.