FAQs
Where are your products made?
Everything with the Venus & Mars label is ethically designed and handmade in Vancouver, BC by the owner/ designer Sanné Lambert and the staff. We do have some imported items. They are identified as imported in the description of the product.
What is your shipping policy?
All orders are shipped from Vancouver, BC. Please allow 3-5 business days for processing and shipping. You will be notified via email when your order has shipped. The VM family is small but mighty--we will do our best to get your goodies to you as quickly as possible.
We offer free shipping within Canada for orders over $75. For orders under $75, shipping fees are a flat rate of $15.
International shipping to the USA is a flat rate of $20. We offer free shipping to the USA for orders over $200.
International shipping outside of the USA is a flat rate of $25.
We are not responsible for lost or stolen packages. We are not responsible for delays of packages by the carrier. Once a package leaves our shop, it is out of our hands, and we are at the mercy of our postal services.
Buyers are responsible for local duties, taxes, and advancement fees at delivery in countries where applicable.
What is your return policy?
We accept items back for exchange or store credit only. Items purchased in-store must be returned or shipped back to the store within 14 days of the purchase date. Online orders must be returned or shipped back to the store within 14 days of their arrival at your shipping address. Items returned by mail must be postmarked within 14 days of your receipt.
We will accept items purchased at regular price that are unworn, unwashed (including dry cleaning) and undamaged, with tags attached and manufacturer's packaging intact (if applicable).
Cosmetics, intimates (underwear, leggings, hosiery, socks, etc.), and face masks are final sale.
Sale items or items discounted over 15% through use of a coupon code are final sale.
We will not accept exchanges or issue store credit for items that have been washed, altered, stained, damaged, have an odor (cigarettes, perfume, deodorant, pets, etc.), or are incomplete. Items shipped to the store in unacceptable condition will be shipped back to you at your cost. If you cannot be contacted within 30 days for the return shipping fee, the item will be donated, and no refund will be issued.
Original shipping cost is non-refundable. We do not cover return shipping cost, except in cases where there has been a shipping error on our part. Customer are responsible for their own return shipping charges. We highly recommend insuring any return shipments.
Please review our return policy in full, and ensure that your item is eligible for return/exchange as listed above before returning it to us. Failure to abide by the outlined instructions may result in our refusal of the package and/or a restocking fee of 25%.
Do you take custom orders?
No, we do not take custom orders. We are committed to locally sourcing our materials and minimizing our fabric waste. As a small business, we do not have the logistical capacity to accept orders for custom garments without compromising those principles.
Do you offer alterations or repairs?
We do not offer alterations. Our garments are handmade and built to last, but we do not offer repairs in the cases of normal wear-and-tear or unexpected damage. If you believe your VM garment has a manufacturing defect, please reach out to venusandmarsclothing@gmail.com, and we would be happy to assist you.
If you have a question that is not answered here, please don't hesitate to reach out! You can call us at 604-687-1908 during store hours, or send us an email at venusandmarsclothing@gmail.com anytime.