Shipping policy

This policy explains how orders are processed, shipped, and handled at Venneir. It applies to all retail items, impression kits, and customer-sent models or personal items. By placing an order or sending items to us, you agree to the terms outlined below.

1. Order Processing and Dispatch

Orders placed before 15:00 GMT on a working day will be dispatched the same day.

Orders placed after 15:00 GMT, on weekends, or during public holidays will be dispatched on the next working day.

This dispatch schedule applies to retail items and impression kits unless otherwise stated at checkout.

Custom-made items will be dispatched according to the estimated timeframe provided at the time of purchase.

While rare, delays may occur due to courier disruptions, bank holidays, or technical issues. In such cases, we will notify you as soon as possible.

2. Shipping Items to Venneir

Customers are responsible for the safe and secure delivery of any impressions, 3D models, or personal items sent to us.

Please use a tracked and insured courier service.

Impression kit returns: Your impression kit bag has your order details printed on the label attached to the outside. Simply place your completed impressions inside this bag and return it to us. No additional labelling is required. If your kit was received before this system was introduced, a returns slip will have been included inside your kit — in this case, include the returns slip with your impressions so we can identify your order on arrival.

Items must be packed securely in a rigid box with appropriate cushioning. Envelopes or soft packaging are not acceptable.

We strongly recommend taking clear photographs of both the item and the packaging prior to dispatch. This serves as evidence in the event of courier-related damage or loss.

All items sent to us are shipped at your own risk.

3. Customer-Supplied Models and Moulds

If you choose to send your own models or moulds, you do so at your own risk.

Venneir accepts no responsibility for damage or loss caused during transit.

We recommend using your own insured courier service if you require full coverage.

Please note: plaster or stone models are inherently fragile. Breakages can occur during transit, handling, or manufacturing.

If a model breaks, we cannot remake or reproduce it, and the order cannot proceed unless a new model is supplied.

4. Return Shipping to Venneir

Unless stated otherwise, customers are responsible for the cost of returning kits, models, or products to us.

Tracked and insured shipping is strongly advised.

We are not liable for damage or loss that occurs during return shipping. Retain all tracking and postage receipts.

5. Packaging Standards for Returns

Returned items must be packed properly to be accepted. Suitable packaging includes:

• Clean, sturdy boxes or padded jiffy bags
• Internal cushioning such as bubble wrap to prevent movement
• If returning an impression kit, use the pre-labelled bag provided. If your kit included a returns slip, include it inside the parcel so we can identify your order on arrival.
• No wet items, open containers, or unsealed parcels. Improperly packaged items may be rejected or delayed.

6. Authorised Returns Only

All returns must be authorised by Venneir in writing before being sent. Any item returned to us without prior written authorisation will not be accepted and no refund, credit, or remake will be issued. To request a return authorisation, please contact us at cs@venneir.com with your order number before sending anything back.

7. Free Return Shipping (When Offered)

On occasion, we may offer complimentary return shipping (e.g., during promotions or for specific amendments).

Where a refund is later processed, the original shipping cost may be deducted if free shipping was used.

Courier cost breakdowns can be provided upon request.

8. Delivery to the Customer

Once your order has been dispatched, you will receive tracking details via email.

A successful delivery scan from our courier, confirming delivery to the address provided at checkout, constitutes proof of receipt. Venneir uses tracked courier services and GPS-confirmed delivery records as standard. This delivery confirmation forms part of the order record and will be relied upon in the event of any dispute.

If you authorise your courier to leave the parcel in a safe place, this is done entirely at your own risk. Venneir is not responsible for loss, theft, or damage of parcels left without a signature, and authorising a safe place delivery does not constitute grounds for a refund, replacement, or payment dispute.

9. Reporting Delivery Issues

If your parcel is lost or arrives damaged, you must notify us within 10 days of the estimated delivery date.

We are unable to support courier claims raised outside this timeframe due to strict courier deadlines.

Please inspect your delivery immediately upon receipt and contact us with photographs if there is any issue.

10. Failed Deliveries and Re-shipping

If a parcel is returned to us due to an incorrect shipping address, missed delivery, or failure to collect from a pickup point, re-shipping charges will apply.

We reserve the right to pass on courier return fees and re-delivery costs to the customer.

11. International Orders and Customs

For international shipments, the customer is responsible for all customs duties, VAT, import taxes, and brokerage fees.

These charges are not included in our pricing and cannot be refunded or covered by Venneir under any circumstances.

12. Email Address and Communication Records

By placing an order, you confirm that the email address provided at checkout is accurate and belongs to you. All order confirmations, dispatch notifications, tracking details, and policy documents sent to that address form part of the official order record. Communications sent to your provided email address are considered received and will be relied upon as evidence in the event of any dispute or chargeback proceedings.

13. Risk and Liability Disclaimer

Once an item leaves our premises, responsibility for its safe transit passes to the courier and ultimately to the customer.

We are not liable for courier delays, damage, loss, or customs-related issues.

All estimated delivery timeframes are non-binding and should not be relied upon as guaranteed delivery dates.

It is the customer's responsibility to ensure that all shipping information is correct at the time of order.

If you need to amend your shipping address post-purchase, please do so through the courier's tracking system.

We may attempt to make address changes on your behalf but cannot guarantee successful updates once dispatch is in progress.

14. Summary of Shipping Terms

• Orders placed before 15:00 GMT dispatch same working day
• Use tracked and insured services for any items sent to us
• Photograph your item and packaging before sending
• Impression kit bags are pre-labelled — no additional labelling required. Include your returns slip if your kit was from an older order.
• Follow strict packaging guidelines for all returns
• All returns must be authorised in writing before sending
• Successful courier delivery scan constitutes proof of receipt
• Safe place deliveries are at your own risk and do not qualify for dispute
• Notify us of any lost or damaged parcels within 10 days
• Re-shipping fees apply for returned or failed deliveries
• Customs and taxes on international orders are the customer's responsibility
• Venneir is not liable for courier-related issues once items have left our premises

If you have any questions about shipping, please reach out via our contact page.