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Contents
  1. DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?
  2. IS MY PERSONAL INFORMATION KEPT PRIVATE?
  3. I HAVE FORGOTTEN MY PASSWORD – WHAT SHOULD I DO?
  4. WHAT PAYMENT METHODS DOES VERENA BENNETT ACCEPT AND WHAT SECURITY MEASURES DO YOU EMPLOY?
  5. HOW CAN I CHOOSE THE CURRENCY I PAY IN?
  6. WHICH COUNTRIES DOES VERENA BENNETT SHIP TO?
  7. HOW LONG DOES DELIVERY TAKE AND HOW MUCH WILL IT COST?
  8. DO I NEED TO SIGN FOR MY ORDER?
  9. HOW MUCH DUTIES AND TAXES WILL I HAVE TO PAY?
  10. WHY ARE SHIPPING RESTRICTION APPLIED TO SOME PRODUCTS?
  11. CAN I CHANGE OR AMEND MY ORDER ONCE IT HAS BEEN PLACED?
  12. CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN DISPATCHED?
  13. HOW CAN I TRACK MY ORDER?
  14. HOW DO I RETURN OR EXCHANGE A PRODUCT?
  15. WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?
  16. WHAT IF MY ORDER IS FAULTY OR DAMAGED?
 
1. DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?
You can shop on the Verena Bennett website without creating an account by checking out as a guest. However, if you register an account with us you will be able to enjoy the following benefits:
  • Request a return or exchange directly from your account.
  • Add products you love to your wish list which you can share with your with friends and family.
  • Preview our new collections and register your interest on product waiting lists.
  • Save your address and card details so you can shop even quicker and easier next time.
2. IS MY PERSONAL INFORMATION KEPT PRIVATE?
Please be assured that your personal information is kept private and confidential and at no point will we sell it to a third party for marketing purposes. For more information, please read our Privacy Policy published on our website in full.
 
3. I HAVE FORGOTTEN MY PASSWORD – WHAT SHOULD I DO?
To re-set your password, follow the “FORGOT PASSWORD?” instructions on the “SIGN IN” page. Please note, for security reasons we are unable to send your old password via email.
 
4. WHAT PAYMENT METHODS DOES VERENA BENNETT ACCEPT AND WHAT SECURITY MEASURES DO YOU EMPLOY?
We may require that first-time orders must be sent to the cardholder's billing address or work address. This process is not only for your security but so that we can verify your details. To ensure that you do not experience any delays to your order, please make sure all your details are entered correctly. If you would prefer to place an order via email you can contact us at customercare@verenabennett.com
Payment can be made by such payment cards as are stated on our site from time to time. As at the date of the Terms & Conditions, these are VISA, MasterCard, Maestro, PayPal and Sofortüberweisung (Germany only).
Payment will be debited and cleared from your account at the time that the order or pre-order is placed in keeping with our Terms & Conditions. In submitting an order or pre-order, you agree that this authorizes Verena Bennett to debit your card with the order or pre-order payment immediately upon submission of your order or pre-order and that you offer to pay Verena Bennett if your order is accepted. If you later withdraw your order or pre-order before we have accepted it or we do not accept your order or pre-order, this payment will be refunded to the card as soon as possible.
When placing an order you are confirming that the credit or debit card that is being used is yours or that you have been specifically authorized by the owner of the credit or debit card to use it. All credit or debit cardholders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to Verena Bennett, we have the right to reject the order or pre-order, notifying you by email.
We take care to make our site secure all credit or debit card transactions on this site are processed using a secure online payment gateway that encrypts your card details in a secure host environment. To help ensure that your shopping experience is safe, simple and secure, Verena Bennett uses Secure Socket Layer (SSL) technology. Furthermore, we take reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure.
 
5. HOW CAN I CHOOSE THE CURRENCY I PAY IN?
You change between currency between Euro, US Dollars and British Pound. All our prices are in Euro when you change to a different currency it will be convert to the most current exchange rate of the chosen currency. At checkout all customers will be billed in Euros.
 
6. WHICH COUNTRIES DOES VERENA BENNETT SHIP TO?
Verena Bennett ships to 135 countries worldwide. Please note that when we refer to Europe, we mean Germany (unless otherwise indicated) and the other countries in the European Union, from time to time and the Rest of the World shall mean all other countries to which we ship excluding Europe.
 
7. HOW LONG DOES DELIVERY TAKE AND HOW MUCH WILL IT COST?
For information on delivery and shipping charges to your destination, view our Delivery, Returns & Exchange Policy and our delivery and returns charges section on our site, as amended from time to time.
 
8. DO I NEED TO SIGN FOR MY ORDER?
To ensure that your purchases arrive safely and in perfect condition, we require proof of delivery for all orders and are unable to authorise for packages to be delivered without a signature.
 
9. HOW MUCH DUTIES AND TAXES DO I HAVE TO PAY?
All prices and delivery charges for products being delivered to a customers in Europe, US and the Rest of the World, respectively as well as the applicable policies in place are set out in our Terms & Conditions.
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, 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.
 
10. WHY ARE SHIPPING RESTRICTION APPLIED TO SOME PRODUCTS?
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 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.
 
11. CAN I CHANGE OR AMEND MY ORDER ONCE IT HAS BEEN PLACED?
Before your purchases have been prepared for dispatch we can cancel a product, change the size or edit your billing and shipping details. However, we are unable to combine orders or add pieces to an existing order once it has been placed, you will need to place a new order. If you need to make any amendments, please email us on customercare@verenabennett.com
 
12. CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN DISPATCHED?
Once your order has been dispatched, we are unable to redirect your delivery to another address. To avoid any delays in receiving your order, please ensure you check you have provided the correct shipping address when placing your order.
 
13. HOW CAN I TRACK MY ORDER?
Once your order has been dispatched, please email us on customercare@verenabennett.com to follow the progress of your delivery of each order.
 
14. HOW DO I RETURN OR EXCHANGE A PRODUCT?
You can request a return or exchange under the Verena Bennett Standard R&E Policy, making a return or exchange is easy. You have 14 days to decide whether to keep your products and we can arrange a collection for you. You will be required to pay our charge for subsequent collections and deliveries as stated on our website at the time. Our customer care can assist you via email at customercare@verenabennett.com
Please note that you can only exchange for the same type and colour of product, but of a different size.
Please see full details in our Terms & Conditions and Delivery, Returns & Exchange Policy set out on our site.
 
15. WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?
Your refund will be issued to the original credit or debit card used to place the order. Shipping costs are not refunded for products using the Verena Bennett Standard R&E Policy, unless your products are faulty. 
Note that if you have paid any import taxes or costs for import of the products into your country, these will not be refundable, but you may be able to recover these costs by contacting your local customs bureau.
Please note card refunds may take up to 10 business days for your bank to complete, depending on the processing time. This can vary greatly between card issuers and unfortunately we are unable to influence this.
 
16. WHAT IF MY ORDER IS FAULTY OR DAMAGED?
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.