0 items
FAQs - Help Desk

FAQ's

What are the hours of operation? 

Our business hours are Monday thru Friday, 8:30am-5:30pm ET. Any inquiries received after business hours will be answered in the order received as soon as business hours resume.

Our hours are subject to change based on holidays or inclement weather. Please see the website for any updates

What are your shipping and delivery policies?

 

SHIPPING

We offer Free Standard Shipping on orders over USD $100.00. For orders under USD $100.00, your shipping charges will be calculated at checkout.

All orders placed before 3 PM EST (Eastern Standard Time) Monday – Friday will ship within 2-business days (we do not ship Saturdays, Sundays, or holidays). Your order will be shipped via Standard Shipping unless you select an alternative. Orders placed after 3 PM EST will ship within 3-business days.

We ship orders to all US States and territories, APO/FOP addresses as well as select international countries (click here for International Orders). Orders shipped to PO boxes, APO/FPO, Alaska, Hawaii and US territories cannot be expedited.

If Standard Shipping is selected, your order may ship via a variety of carriers. Some UPS orders may be delivered by the Postal Service. Your Shipping Confirmation email will tell you which carrier is handling your package and will provide you with a tracking link.

 *Express and Overnight Delivery Shipping - Orders placed after 3 PM EST will not ship until the next business day.

**We do not ship to PO boxes.

 

DOMESTIC ORDERS

We ship through UPS and your shipping will be calculated upon checkout. Free Shipping is applied to orders of $100.00 or more (excluding tax). We currently ship domestic orders to locations within the US, Alaska, and Hawaii. If you have any additional questions we are more than happy to assist you! Please call +1.855.880.7777 or email us atcustomerservice@elevenbyvenuswilliams.com and we’ll answer any questions you might have for us.

 

INTERNATIONAL ORDERS

EleVen by Venus Williams is pleased to ship worldwide through our partner, GlobalShopex.com. Simply add any items you wish to purchase in your shopping cart and choose the “International Checkout” option. The global checkout page will allow you to see the cost for shipping, duties and taxes upfront. You may prepay duties and taxes when you check out or, pay upon delivery. If you prepay, there will be no additional funds collected upon delivery. GlobalShopex handles the international checkout and will process your payment and guarantee delivery. Once your order is completed, order status questions should be directed to GlobalShopex at customercare@globalshopex.com or 786-391-4868.

STANDARD SHIPPING arrives to your address in between 8 to 15 business days
PRIORITY SHIPPING arrives to your address in between 5 to 7 business days


GlobalShopex Local Numbers
Australia (Sydney) · Tel: (612) 9037 0252
United Kingdom · Tel: (020) 3371 9380
Japan (Tokyo) · Tel: (3) 4520 9639
Spain (Madrid) · Tel: (91) 829 5114
South Africa · Tel: (27 10) 500-2487
Canada (Toronto) · Tel: (416) 840 5719
France (Paris) · Tel: (01) 7666 0593
Mexico (DF) · Tel: (55) 8525 3179
Brazil (Sao Paulo) · Tel: (55) 21 3958 1440
Peru (Lima) · Tel: (1) 718 0788
Colombia (Bogota) · Tel: (1) 508 2859
Chile (Santiago) · Tel: (56) 2 2938 2628

 

What are your policies on privacy?

Your privacy and the security of your information is extremely important to us. Please rest assured that we take great care in protecting any personal information that you may provide to us when creating user accounts, communicating with us, or making purchases. We have posted our Privacy Policy to give you confidence as you visit and use the Site, and to demonstrate our commitment to fair information practices and the protection of privacy.

 

What are your policies on returns and exchanges?

We hope that you will be completely satisfied with your purchase, but if something doesn't work out, we accept full returns for merchandise in original (new) condition, with tags attached, and postmarked within 30-days of receipt.

Please note sale items have limitations for returns and exchanges:

  • Items that are worn, washed, or without tags will not be accepted
  • Items outside of the 30-day return period will not be accepted
  • Items purchased at Final Sale, or more than 60% off their original price, are not eligible for return, exchange, or credit

To begin the return process, enter your email and order number below. Please allow up to two weeks for us to receive and process your return. Once an eligible return has been processed, we will notify you via email. Please note that it may take your financial institution additional time to post the credit to your account. We recommend that you contact them if you have questions regarding the timeline, since this information varies by company. Shipping charges are non-refundable.

Please include your order number, a copy of your order, or the packing list with your return to ensure proper refund.

How do I know what size to purchase?

Our Sizing Charts have been provided as a general guide for determining fit. In addition, we try to include accurate and detailed information regarding fit and measurements for each item in the product description. Please keep in mind, however, that sizing can vary between brands. If you are having difficulty selecting a size or are between sizes, we'd be glad to answer any questions you might have. Please don’t hesitate to contact us for assistance by calling +1.855.880.7777 or emailing us at customerservice@elevenbyvenus.com.

 

How can I see my order?

You will receive an email confirming your purchase with us shortly after your order is placed. If you do not receive confirmation of your order via email, please doublecheck to make sure your order was processed correctly.

If you have any questions or are having difficulty placing an order through our website, please let us know! Call us at +1.855.880.7777 or email us at customerservice@elevenbyvenus.com.

To view your order history, please login to your Eleven By Venus user account.

 

How do I update my account information?

To view and/or update your account information, please login to your Eleven by Venus account.