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Contents

 

1. DELIVERY

Country Shipping fee VAT Customs & Duties
Germany 5 EUR INCLUDED INCLUDED
UK 15 EUR INCLUDED INCLUDED
Europe 15 EUR INCLUDED INCLUDED
US/ Rest of the World 35 EUR/ 45 EUR N/A NOT INCLUDED

Deliveries are made between 0800 and 1600 GMT on working days and require a signature on delivery. Please contact customer care prior to ordering if you have any queries. If the first delivery attempt is missed, the courier will leave a calling card for the receiver's attention detailing clear instructions of how to arrange a re-delivery. Please contact customer care via email at customercare@verenabennett.com should you have any queries.

 

2. SHIPPING RESTRICTIONS

Due to international trading agreements and regulations, Verena Bennett must adhere to particular shipping restrictions. As a result, we are unable to send exotic skins such as snakeskin and crocodile outside of the Europe. If you add a product to your shopping bag that we are unable to ship to your country, you will receive an Email that your order has been canceled. Alternatively, you can change your shipping address to a different destination within the Europe where these restrictions do not apply.

 

3. VAT, IMPORT DUTIES AND TAXES

3.1 VAT

You agree to pay VAT on the price, delivery charges and any other charges we may make, at the applicable rate, at the same time as payment of such price, delivery charge or other charge. VAT means Value Added Tax or any other local or regional, value added, sales or consumption tax, levies or any other charges to be paid in any part of the world where the products are being delivered to.

Where the order is to be delivered to a consumer in Europe, then prices, delivery charges and other charges are (unless otherwise stated) inclusive of VAT. For delivery to the Rest of the world (which shall be all other countries to which ship excluding Europe), prices, delivery charges and any other charges are (unless otherwise stated) exclusive of VAT.

 

3.2 IMPORT DUTIES AND TAXES

All prices and delivery charges for products being delivered to a customer in Europe are inclusive of the costs of any customs formalities to import the products into the country or region where the products are to be delivered. Prices and delivery to the Rest of the World (including the US or Canada) to which we deliver, will not include any such costs. You will also be required to pay applicable and relevant duties, taxes, levies or other charges required to be paid to import or payable on import of the products into the country or region where the products are to be delivered or to obtain the release of the products by any import agent, customs or other local or national authority, to the extent not already included in the prices and delivery charges. The above are all referred to as "import taxes and costs" in herein.

By purchasing from the site you are accepting that you will be responsible and liable to pay all duties, import taxes and costs as may be determined by the country or region that the order is shipped to and accept that the products may be retained by our delivery company or any customs or any other government authority until full payment of such import taxes and costs by you. We are not liable to pay any import taxes and costs and we shall be entitled to charge you any additional costs incurred by Verena Bennett to you and you shall pay us for such additional charge for any import taxes and costs we pay.

Please be aware that if you choose to not pay such import taxes and costs and these import taxes and costs then fall to Verena Bennett, we shall be entitled to charge you any additional costs incurred by Verena Bennett to you and you shall pay such amount in full to us, in addition to the price and delivery charges, any import taxes and costs, which we may pay. We recommend that you contact your local customs authority to determine the import taxes and costs and a landed cost price prior to submitting your order.

When we refer to Europe, we mean Germany (unless otherwise indicated) and other countries in the European Union.

 

4. VERENA BENNETT STANDARD R&E POLICY

Paragraph 4 sets out our standard policy for returns and exchanges (the "Verena Bennett Standard R&E Policy") for Germany, Europe and all other countries that we deliver to outside Germany and Europe (the "Rest of the World") and we agree to allow you to return your products for a refund or exchange in accordance with the following policy. 

 

4.1 Returns

All products must be returned to:

Verena Bennett GmbH, Bernauer Strasse 42, 10435 Berlin, Germany

When you request a return, you must either specify that you would like a refund or an exchange within 14 days from the day you receive your ordered product, in accordance with Paragraph 13.3 (Delivery and Collection of Returns and Exchanges) below. All products being returned must be returned in full including in their original condition, unused, undamaged, unsoiled, unaltered and complete with all original Verena Bennett packaging. All boxes, heel tips, and other things included with your purchase should be included with your return and are deemed part of the product. All shoes should only be tried on a carpeted surface until you are certain you are keeping them. We are not obliged to accept returns that do not meet the above conditions and we may (a) refuse a refund in such case and (b) send such products back to the customer or require the customer to arrange for their collection from us, in each case at the customer's cost.

Unless you have asked for an exchange, we will refund you the price, for the returned products, within 10 days of receiving the products back at our warehouse in compliance with the return conditions above, less any shipping charges and your refund will be credited to the original payment card. Card refunds may then take up to 10 business days for your bank to complete, depending on the processing time. You will receive a notification email upon completion of your refund.

Unless the products were received by you damaged or faulty, we will not be obliged to refund to you any shipping or any amounts paid by you to us with respect to export or import taxes and costs. Further, import taxes and costs, whether paid by you directly or paid by you to us, may be non-refundable. You may however be able to recover import taxes and costs by contacting your local customs bureau directly.

Returned products, to the extent paid using a virtual gift card, will not be refunded in cash and will be refunded only as value to the virtual gift card or as a separate virtual gift card.

REST OF THE WORLD: Different delivery charges will apply for addresses in the Rest of the World. Such delivery and collection charges are set out on our site.

 

4.2 Exchanges

If you ask for an exchange, you may only exchange your products for the same colour product, but of a different size. You may not exchange your products for a different product or the same product of a different colour, unless we agree on a case-by-case basis in our sole discretion at the time. Exchanges will be subject to stock availability. We will notify you if an exchange is possible.

Exchange products will be dispatched to you upon our warehouse having received the original products (or any previous exchanges) in the return condition required above and all other delivery and collection charges have been paid by you. Where there is difference in price between the exchange products and the original products, either you must pay the difference before we are obliged to supply the exchanged products using the original payment card or we must refund you the difference in accordance with the refund terms above, less any deductions or withholdings we are entitled to make, each as the case may be. In respect of further exchanges, we may, at our sole discretion, refuse such further exchanges for a product after the first exchange, particularly, if we have reason to suspect that you are not acting in good faith.

REST OF THE WORLD: Exchanges delivered to destinations in the Rest of the World will be processed for customs clearance and therefore any relevant import duty and tax charges may apply. This means that you will be responsible for paying for import taxes and costs for the exchange products and arranging for their import in accordance with Paragraph 10 (Import Duties and Taxes) and Paragraph 12 (Delivery Time and Shipping Restrictions on Certain Products).

 

4.3 Delivery, returns and exchanges

In order to return or exchange an ordered product, you must return any product within 14 days from the day you receive your ordered products. Otherwise, you will cease to have any right for a refund or exchange under the Verena Bennett Standard R&E Policy. 

Where you are returning the products, the unwanted order must be returned to Verena Bennett GmbH, Bernauer Strasse 42, 10435, Berlin, Germany. Such products and the costs associated with their return to us, including shipping costs will be at your own expense and such products will remain your full responsibility and at your risk until accepted at our warehouse. We recommend that you return the products to us by secure means to ensure that they reach us in good condition and insure the return shipment, as you are under a duty to take reasonable care of the products and will be liable for damage to them until we receive them at our warehouse.

Where Verena Bennett collects the returned products, the following terms shall apply. All costs for returns of any products you are returning, including original products supplied to you under your order and any exchange products you are returning under your order, shall be at the customer’s expense.

REST OF THE WORLD: The returned products will remain at your risk until they arrive at and are accepted by our warehouse (except for any loss or damage caused by our acts or omissions or those of our carrier).

 

5. FAULTY PRODUCTS

If you receive faulty products, you have the right to ask for a repair, exchange, reduction in the price or a full or partial refund. Please email customercare@verenabennett.com with images of any of your purchases, which you consider have been delivered faulty.

Products are "faulty" if they do not conform to the implied terms, which require that our products must correspond to their description and be of satisfactory quality.

Special points to note: If your products become faulty within 6 months of your receiving them, then the law will treat them as having been faulty when you received them. Items that are damaged as a result of normal wear and tear are not considered to be faulty. If you ask for a refund, we may be entitled to reduce any refund to take account of any use you have had of the products since they were delivered to you. If you would like to exchange a faulty product instead of obtaining a refund, we can only replace it for the same product in the same size and any exchange is subject to availability. If you ask for a repair, we will do so only where possible and not disproportionate. If you ask for a repair or replacement and we do not provide one in a reasonable time or have reason for not providing one (other than due to your fault), then you will be entitled to exercise your right to ask for a reduction in price or refund.