FAQ
Quick answers about shipping, sizing, returns and payment. Can't find what you need? Email us at admin.vensa@gmail.com and we will reply within 1 to 2 business days.
Orders & shipping
Where do you ship?
We currently ship to addresses within the United States, including PO boxes and APO/FPO addresses.
How much does shipping cost?
Standard shipping is free on every US order, with no minimum purchase.
How long will my order take to arrive?
Orders are processed within 1 to 3 business days. After that, standard delivery takes 5 to 10 business days, so most orders arrive within 6 to 13 business days in total. During Black Friday, Cyber Monday and the holiday season, delivery may take a few extra days.
Where do your orders ship from?
Our styles ship from warehouses in the United States, so your order does not have to clear customs or travel overseas.
How do I track my order?
Once your order ships, we email you a tracking number. Please allow 24 to 48 hours for tracking to update. You can follow your package on our Track Order page.
Why did my order arrive in more than one package?
Items in the same order may ship separately and arrive on different days. You will receive tracking for each package, at no extra charge.
Can I change or cancel my order?
Yes, within 12 hours of placing it. Email us at admin.vensa@gmail.com with your order number. Once an order has been processed or shipped, it can no longer be changed or cancelled.
When should I order to receive it before Christmas?
We recommend ordering by December 5 to receive your order before Christmas.
Sizing & fit
How do your sizes run?
Many of our styles run small. Before you order, check the size guide and the Size & fit notes on each product page. If you are between sizes, we recommend ordering one size up. For oversized styles, your usual size gives a roomy fit.
Step-by-step help: How to Find Your Size When Clothes Run Small.
Do you carry plus sizes?
Yes. Many of our styles come in sizes up to 3XL, 4XL or 5XL. Shop them all in our Plus Size collection.
How do slipper sizes work?
Our slippers use EU sizes. The product page shows the approximate US size for each option.
How should I care for my pieces?
Care instructions are listed under Material & care on each product page. Most pieces can be machine washed cold on a gentle cycle. Some knits are best washed by hand, and a few coats are dry clean recommended.
Returns & refunds
What is your return policy?
You can request a return within 30 days of delivery. Items must be unworn, unwashed and in their original condition with tags attached. Please email us before sending anything back. Read the full Refund Policy.
Who pays for return shipping?
Return shipping is paid by the customer. If your item arrived damaged, defective or incorrect, you do not pay anything (see below).
Can I exchange for a different size or color?
We do not offer direct exchanges. Please return the original item and place a new order for the size or color you need.
My item arrived damaged or incorrect. What should I do?
Email us at admin.vensa@gmail.com within 48 hours of delivery with your order number and clear photos of the item and packaging. We will send a free replacement or issue a full refund, and in most cases you will not need to return the item.
When will I receive my refund?
Once your return is received and approved, we issue the refund to your original payment method within 5 business days. Your bank may take a few extra days to show it.
Which items cannot be returned?
Final Sale items, holiday and seasonal items (such as Christmas sweaters), worn slippers and robes, and gift cards cannot be returned unless they arrive damaged, defective or incorrect.
Payment & offers
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover and PayPal. Any other options available to you are shown at checkout.
Is checkout secure?
Yes. Our checkout is powered by Shopify and every payment is encrypted. We never see or store your full card details.
Do you offer a discount for new customers?
Yes. Join our email list at the bottom of any page to get 10% off your first order, plus early access to new drops.
Contact
How can I reach you?
Email us at admin.vensa@gmail.com or use our contact form. Please include your order number if you have one. We reply within 1 to 2 business days.