Shipping policy
Welcome to Vennassa. We are dedicated to delivering our intelligent luxury jewelry securely and efficiently to discerning customers across the globe. By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
1. General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the back ordered item or if you would prefer for us to process a refund.
2. Shipping Destinations, Rates & Transit Times
| Destination | Order Value | Shipping Fee | Estimated Delivery Time | Logistics Partner |
| Hong Kong SAR | HK$ 800.00 or above | FREE | 2 - 3 Business Days | SF Express (順豐速運) |
| Under HK$ 800.00 | HK$ 30.00 | 2 - 3 Business Days | SF Express (順豐速運) | |
|
Asia Pacific (Singapore, Malaysia, Taiwan, South Korea, Japan) |
HK$ 1,500.00 or above | FREE | 3 - 5 Business Days | DealerSend Premium Air |
| Under HK$ 1,500.00 | HK$ 120.00 | 3 - 5 Business Days | DealerSend Premium Air | |
|
Rest of the World (US, UK, Canada, Australia, New Zealand, Europe, Middle East, etc.) |
HK$ 2,500.00 or above | FREE | 5 - 7 Business Days | DealerSend Global Express |
| Under HK$ 2,500.00 | HK$ 200.00 | 5 - 7 Business Days | DealerSend Global Express |
3. Delivery Terms
3.1 Dispatch Time
For ready-to-ship items, please allow 1-2 business days for processing, in addition to the shipping time. For all personalized, engraved, or custom-sized pieces, an artisanal production period of 14 business days is strictly required before dispatch. If your order contains both in-stock and custom items, the entire shipment will be dispatched together once the custom piece is ready, unless requested otherwise.
Orders placed during weekends or major holidays will be processed the following business day. Please note that during peak seasons or special holidays, processing and shipping delays may occur. We will make every effort to keep you informed of any delays.
3.2 Change Of Delivery Address
For a change of delivery address requests, we are able to change the address at
any time before the order has been dispatched.
3.3 Signature Requirements
For orders valued at HK$500+ USD, a signature may be required upon delivery for security purposes.
4. Tracking Notification
Every shipment comes with a comprehensive tracking number. A shipping confirmation email containing your tracking link will be sent automatically as soon as your parcel leaves our fulfillment center.
5 Refused Packages & Recipient Negligence
Refused packages, unclaimed parcels, or shipments that fail to deliver due to negligence on the part of the recipient (such as providing an incorrect or mistyped delivery address) will be returned to our warehouse. Upon receipt, a refund will be processed less the actual cost of round-trip shipping, as well as any import duties and local taxes incurred. Please ensure that you are available to receive your package to avoid any unnecessary fees.
6 Taxes, Duties & Customs
- For shipments outside of Hong Kong, the customer acts as the importer of record and must comply with all local laws and regulations.
- Import duties, customs fees, and local sales taxes vary significantly by country. Unless specifically stated at checkout, any applicable customs clearance charges must be borne by the recipient. Vennassa has no control over these regional charges and cannot predict their amounts. For any questions regarding these fees, please contact us at info@vennassa.com. If a package is returned to Vennassa because the customer refuses to pay the applicable duties and taxes upon arrival in the destination country, a refund will be issued for the value of the goods. However, the costs of both the initial shipping and the return shipping will be deducted from this refund amount.
7. Customer service
For all customer service enquiries, please email us at info@vennassa.com