Customer Care
How can I get in touch with Venera by San’s Customer Care Team?
Contact our team via call, WhatsApp at 03352-VENERA, or email at venerabysan@gmail.com.
When can I expect a response from the Customer Care Team?
Our team will respond within 24 hours to help resolve your query.
Shipping & Delivery
What are the shipping charges?
Enjoy free shipping for all orders above 8,000PKR in Pakistan. International orders have applicable shipping charges.
Are there duties and taxes for international orders?
Additional import duties and taxes may apply.
Can I change the shipping address after placing an order?
Yes, contact Customer Care before billing or shipping.
When will my order be delivered?
Delivery times vary. Ready-to-ship items take 7-14 business days, while made-to-order items take 14-21 days.
Can I self collect my online order from Venera by San?
Yes, please contact Customer Care.
Can I book an order for delivery to more than one address?
No, place separate orders for different shipping addresses.
What if I’m not available during the delivery?
Our courier partners will call before delivery. If you’re unavailable, they will reschedule.
Registration
How do I create an account on Venera by San?
To create an account, visit the Log In section, click on “Create Account,” and sign up with your email ID.
What benefits come with registration?
Registered members enjoy order tracking and exclusive previews. Stay updated by subscribing to our newsletter.
Is there a reward program?
Currently, we do not offer a rewards or loyalty program.
Forgot your password? How to reset it?
Click on ‘Forgot Password’ on the Log In page. A link to set a new password will be sent to your email.
Is registration mandatory for shopping?
No, you can shop as a guest without registering.
Do I need to disclose my email and phone number?
Yes, it’s essential for smooth and secure transactions. Rest assured, your data is secure with us.
Orders
Is there a limit to the quantity I can order?
No, shop to your heart’s content!
How can I track my order?
An email with tracking details will be sent. Log in to your account or visit the courier partner’s website.
How do I determine the size to order?
Each product page has a ‘Size Chart’. Order a custom size if you’re in doubt!
Contact Customer Care for further assistance.
Do you offer a made-to-order service?
All clothing items offer made-to-order services.
Can I cancel my order?
Contact customer service within 24 hours of placing your order, otherwise we would not be able to assist you with order cancellations.
What if my order arrives damaged?
If your order is damaged, take pictures and report to Customer Care immediately.
What if the wrong product is delivered?
Contact Customer Care within 24 hours for a reverse pick-up.
What if the product I ordered is out of stock?
You will be informed during checkout, and a refund will be initiated for out-of-stock items.
Payment & Security
What are the online payment options?
We accept all major credit/debit cards, internet banking, and wallet payments.
Do you provide Cash on Delivery (COD) service?
Yes, with a prior deposit of 50% of the order value. Contact us for an online payment link.
What if my transaction fails?
In case of a technical glitch, try again later. Contact Customer Care if the problem persists.
How can I report suspicious activity during payment?
Abort the transaction and inform Customer Care immediately.
What if my credit/debit card is compromised during online payment?
We do not store card information. Contact your bank immediately if you suspect compromise.