Returns and Exchanges

Got the wrong size? Does the colour not work? Not a problem!  We will gladly do an exchange or issue a web store credit code for items that are applicable for return. Please read our policies below and email us at venusandmarsclothing@gmail.com if you have any questions or concerns. We want your steampunk, goth, festival and alternative outfits to be everything you dreamed they would be and more!

Prior to ordering, if you are unsure of sizing or fit of an item please contact us with your measurements, etc. and we will help you select the right size so as to avoid a potential return.

Return Policy

Items may be only returned for exchange or store credit. All returns/exchanges must be  returned in the mail or to the store within 14 days of receiving the merchandise. Shipped items must be postmarked within 14 days of your receipt.

Items Applicable for Return/Exchange

Items that were purchased at regular price, are unworn, and unwashed (including dry cleaning) with tags still attached and/or any manufacture packaging (when applicable).

Items Not Applicable for Return/Exchange

All sale items, discounted items of over 15% through use of a coupon code and intimates (such as underwear, leggings, stockings, socks, bathing suits, shape wear, cosmetics, and contacts)are FINAL SALE.

Items that have been washed, altered, have odour (cigarette, perfume, deodorants, pets, etc.), damaged, have stains, or are incomplete will not be entitled to exchange or web store credit and will be shipped back to you at your cost. If you cannot be contacted within 30 days for return shipping payment, the item will be donated and no refund will be issued.

Shipping Charges

Original shipping cost is non-refundable and we do not cover return shipping cost, except in cases where we have made a shipping error on our part. The customer is responsible for return shipping charges. We highly recommend you insure your return shipment.

How to Return/Exchange an Item

Please ensure that the item is eligible for return/exchange as listed above in the Return Policy and that you understand our policies regarding returns. Items returned not following the outlined instructions may be subject to refusing the package and/or a restocking fee of 25%.

Canadian Returns

When shipping a return, we suggest shipping via an insured method ( such as Canada Post Expedited) as we are not responsible for packages lost in the mail.

    • Please email venusandmarsclothing@gmail.com for approval with RETURN REQUEST in the subject line. Include your name, address, date of purchase and item you wish to return in the body of your email along with the reason for the return.
    • Your email will be answered within 2 business days with further instructions.
    • If you want to ship via a method that requires signature for pickup of your return, please note this in the email and we will give you an authorized name to use – generic “signature required by owner” will not be accepted and will lead to your return being shipped back to you.
    • Ship your parcel to the address on the original shipping label:

 

Venus & Mars

324 West Hasting Street

Vancouver, BC V6B 1K6

 

    • Once your parcel has been received and processed you will be emailed.

International Returns

Please ensure that your item is marked as a return and is shipped via your country’s domestic mail carrier (USPS for the USA, Royal Mail for the UK, etc.). We are not responsible for packages lost in the mail so we suggest you insure your package and select a tracked method of shipping. We do not accept returns shipped via UPS or priority shipping due to the additional cost of brokerage and handling fees. If the value of the return is over $60.00 Canadian please contact us for instructions as we will not accept parcels back with duties and brokerage attached.

    • Please email venusandmarsclothing@gmail.com for approval with RETURN REQUEST in the subject line. Include your name, address, date of purchase and item you wish to return in the body of your email along with the reason for the return.
    • Your email will be answered within 2 business days with further instructions.
    • If you want to ship via a method that requires signature for pickup of your return, please note this in the email and we will give you an authorized name to use – generic “signature required by owner” will not be accepted and will lead to your return being shipped back to you.
    • Ship your parcel to the address on the original shipping label:

Venus & Mars

324 West Hasting Street

Vancouver, BC V6B 1K6

    • Once your parcel has been received and processed you will be emailed.