Shipping policy

Venus Firenze is a Made in Italy brand. All orders are packed and shipped directly from Italy.

This Shipping Policy governs the methods, preparation, shipping, and delivery of orders placed on the Venus Firenze website.

Business days: Refers to Monday through Friday, excluding Italian national holidays. Public holidays in the destination country may also affect delivery timelines.

1. Order Processing & Handling Time

Orders are normally processed within 1 to 2 business days following order confirmation and payment receipt.

For customizable items (such as products featuring custom engravings, embroideries, or other personalized requests), please allow up to 2 additional business days for preparation.

Processing time is separate from transit/shipping time.

During peak order periods, holidays, or extraordinary circumstances, processing times may vary.

1.1 Order Cancellation

The customer may request order cancellation by sending an email to info@venusfirenze.com within a maximum of 12 hours from the time of purchase, and strictly before the order has been processed, fulfilled, or handed over to the courier.

If the order is processed, prepared for customization (in the case of personalized products), or handed over to the carrier before the expiration of the 12-hour timeframe, cancellation will no longer be possible.

Exclusions:

Gift Cards and digital products are automatically generated and issued upon order confirmation; therefore, they cannot under any circumstances be canceled or refunded, even if an option for scheduled or delayed delivery to the recipient was selected.

In the event of a timely, eligible, and customer service-confirmed cancellation, the full amount paid will be refunded. If the order has already been processed or shipped, the customer may only exercise the right of withdrawal upon receipt of the goods, in accordance with the procedures set forth in our Terms and Conditions of Sale.

2. Shipping within Italy

For domestic shipments within Italy, we ship via Poste Italiane.

  • Carrier: Poste Italiane

  • Processing Time: 1–2 business days

  • Estimated Delivery Time: 2–5 business days from dispatch

  • Shipping Fee: €10

  • Free Shipping: Applicable on orders over €200, unless different conditions or promotional offers apply at checkout.

Estimated delivery times are indicative and may vary depending on destination, season, holidays, carrier operational status, or unforeseen circumstances.

3. International Shipping

For international shipments, we use DHL or other carriers selected during checkout.

Shipping fees are calculated automatically at checkout based on destination, weight, and volume.

The actual shipping fee applied is the one displayed prior to finalizing your order.

European Union (EU)

  • Carrier: DHL or selected carrier at checkout

  • Estimated Delivery Time: 5–8 business days from dispatch

  • Shipping Fee: Calculated at checkout (unless a free shipping promotion applies)

  • Customs Duties: Generally not applicable for shipments within the European Union.

United Kingdom

  • Carrier: DHL or selected carrier at checkout

  • Estimated Delivery Time: 10–15 business days from dispatch

  • Shipping Fee: Calculated at checkout (unless a free shipping promotion applies)

  • Duties & Taxes: Payable by the recipient upon arrival, unless explicitly stated otherwise at checkout.

Switzerland

  • Carrier: DHL or selected carrier at checkout

  • Estimated Delivery Time: 10–15 business days from dispatch

  • Shipping Fee: Calculated at checkout (unless a free shipping promotion applies)

  • Duties & Taxes: Payable by the recipient upon arrival, unless explicitly stated otherwise at checkout.

Canada

  • Carrier: DHL or selected carrier at checkout

  • Estimated Delivery Time: 10–15 business days from dispatch

  • Shipping Fee: Calculated at checkout (unless a free shipping promotion applies)

  • Duties & Taxes: Payable by the recipient upon arrival, unless explicitly stated otherwise at checkout.

United States

  • Carrier: DHL or selected carrier at checkout

  • Estimated Delivery Time: 10–15 business days from dispatch

  • Shipping Fee: Calculated at checkout (unless a free shipping promotion applies)

  • Duties & Taxes: Payable by the recipient upon arrival, unless explicitly stated otherwise at checkout.

Other Destinations

If Venus Firenze expands shipping to additional international destinations, applicable shipping terms, fees, and estimated delivery timelines will be displayed at checkout before order completion.

4. Customs Duties, Import Taxes & Fees

Shipments outside the European Union may be subject to customs duties, import VAT, clearance charges, or other fees determined by local authorities.

Unless explicitly stated otherwise during checkout, these fees are not included in the shipping cost and are the sole responsibility of the recipient.

Customs duties and taxes are determined directly by local authorities and/or the carrier. Venus Firenze cannot estimate or predict these costs in advance.

5. Free Shipping Offers

When active, free shipping will apply according to the terms specified on the website at the time of purchase.

Minimum spending thresholds, eligible destinations, exclusions, and promotional durations are subject to change.

Free shipping applies solely to the freight/postage cost and does not cover any applicable import duties, taxes, or local clearance fees.

6. Order Tracking

Once your order is handed over to the carrier, you will receive a shipping confirmation email containing a tracking number and direct link.

Tracking allows you to monitor the real-time status of your parcel directly on the carrier’s platform. Please allow 24 to 48 hours for tracking details to update after dispatch.

You can also track your order directly on our website via the Track Your Order page.

7. Delivery Timelines & Delays

Delivery times stated in this policy are estimates. In compliance with consumer protection laws, Venus Firenze commits to delivering products without undue delay and no later than 30 days from the contract conclusion date, unless otherwise agreed or in cases of force majeure.

Potential delivery delays may occur due to:

  • Adverse weather conditions

  • Peak holiday seasons

  • Transportation strikes or logistics blockades

  • Security or customs inspections

  • Regional transit restrictions

  • Incomplete or inaccurate shipping details provided by the customer

8. Failed Delivery, Storage & Recipient Absence

If the recipient is absent upon delivery, the carrier may attempt redelivery or deposit the parcel at a local pick-up point/branch.

The customer is responsible for following carrier instructions and collecting the package within the designated storage timeframe.

If a parcel is unclaimed and returned to Venus Firenze, any incurred storage fees, return shipping fees, or reshipment costs may be charged to the customer.

9. Incorrect or Incomplete Address

Customers are responsible for ensuring all delivery details provided during checkout are correct and complete.

If an address error is reported before dispatch, Venus Firenze will attempt to correct it. However, if the parcel has already shipped or is returned due to an incorrect/incomplete address, return handling and reshipment costs will be borne by the customer.

10. Refused Deliveries & Unpaid Customs Fees

If a recipient refuses delivery or fails to pay required import duties/taxes, the shipment may be returned to Venus Firenze or handled according to local customs regulations.

In the event of a returned parcel due to refusal or failed customs clearance, all direct expenses incurred by Venus Firenze (including return freight, re-import customs fees, and handling charges) will be deducted from any final refund due to the customer.

11. Damage & Loss in Transit

In accordance with consumer rights legislation, the risk of loss or damage remains with Venus Firenze until physical delivery of the goods to the customer.

In the event of non-delivery or suspected loss by the carrier:

  • Venus Firenze will open an official investigation with the carrier.

  • Replacement shipments or refunds can only be issued once the carrier officially confirms loss or upon conclusion of the carrier’s formal investigation period.

12. Damaged Packages Upon Delivery

If your parcel arrives showing obvious physical damage, tampering, or crushing, please follow these steps:

  1. Accept with Specific Reservation: Sign for the delivery as "Received Damaged" or specify the issue on the carrier's device/delivery note (e.g., "Box crushed", "Packaging torn", "Tampered tape"). Generic reservations may be rejected by carriers for insurance claims.

  2. Photographic Evidence: Take clear photos of the unopened outer packaging, shipping label, and any damaged items inside.

  3. Notify Customer Care: Contact info@venusfirenze.com within 48 hours of delivery, attaching your order number, damage description, and photos.

Accepting a parcel without a specific reservation or failing to provide photographic evidence may affect our ability to file a carrier claim. This does not affect statutory legal rights regarding product conformity guarantees.

13. Geographical & Operational Restrictions

Venus Firenze reserves the right to restrict or temporarily suspend delivery to certain countries or regions due to operational, health, safety, or customs constraints. Currently available shipping destinations will always be updated and displayed at checkout.

14. Customer Contact

For inquiries, shipping updates, or assistance with an active order, please reach out to Customer Care:

  • Email: info@venusfirenze.com

To help us assist you promptly, please include:

  • Order number

  • Recipient’s full name

  • Tracking number (if available)

  • Detailed description of your request

15. Corporate Details and Registered Office

Venus Leather Factory

Address: Piazza Nazario Sauro, 13R — 50124 Florence, Italy

VAT No. / Tax ID: 07559520486

Phone / WhatsApp: +39 353 445 0660

Email: info@venusfirenze.com