GENERAL ENQUIRIES

  • All items are in stock. However, stock quantities may vary from one item to another. If an item is sold out, it would be indicated as SOLD OUT.
  • Should there be an issue with stock availability once you have already made a purchase, we are prepared to assist you to rectify the matter.
  • Your bags selected item(s) will remain for a maximum of 2 hours. Thereafter, the item(s) will be released.
  • No, you do not need to become a member to make a purchase. We do recommend you to become a member so that you can make purchases easier in and faster in the future. You will also be the first to know of any promotions as well you will get special members only discounts and promotions.
  • Sold out items are rarely re-stocked due to season and collection cycle changes.
  • If the item you like has sold out, you may contact us at info@ve-nue.com and we will try our best to assist.
  • No. We are a small team and we found it hard to maintain a full physical store and online at the same time so we decided to focus purely online with occasional pop-up stores. 
  • Unfortunately, we do not offer reservations of items. Items selected will only be held in your cart for a maximum of 2 hours.
  • If really like an item, we would suggest making payment for it immediately to avoid disappointment.
  • You may contact our office to convey your feedback by calling +603 7880 3821 (Look for Online Team) or email to info@ve-nue.com.

PAYMENT

  • Venue Lifestyle Store uses Paypal as payment option.
  • Paypal allows you to make payments via your credit/debit card or Paypal account WITHOUT you having to become a Paypal MEMBER.
  • It's not necessary to sign up for a Paypal account if you don't have one. Once you have checked out, you will be brought to Paypal's payment portal.
  • You have the option to sign in with your registered Paypal account OR you may use the service as a guest and continue to key in your credit card details. Please click here to find out in detail how to make Credit Card payment on Paypal
  • This only occurs when you sign up as a PayPal member.
  • Worry not. The 1 USD charged by paypal is a verification fee. Once you have made full payment of your purchase via Paypal, you will be refunded the 1 USD charged to your credit card.
  • We strongly suggest that you check with Paypal or your credit card issuing bank for further information on the refund if it is not done immediately.

RETURN AND EXCHANGE

  • You may return your purchased items based on the terms & conditions of the returns policy.
  • For the full Returns Policy for Online Store, please refer below :
    • Defective item
    • Incorrect item received
    • Item does not fit
  • Items purchased during promotional event (e.g. Mid Year Sale, X’MAS) or orders placed using discount codes are non-exchangeable and returnable except for the error made in your shipment as above indicated.
  • All products to be returned must be in original condition (unworn, unwashed, unaltered and with tags intact) with and a tracking number for inspection and processing prior to refund and/or exchange.
  • Please contact us prior to any returns. Returns and/or exchanges of merchandise must take place within 14 days of receipt of product. If you have an item to return and/or exchange, please click HERE.
  • If the item received is damaged/faulty or incorrect, we will fully refund amount of RM10 for local purchases and RM50 for international purchases by digital vouchers to be used on ve-nue.com.
  • If you wish to exchange the item due to size issue, postage fee would have to be borne by customers for shipping item(s) back to us and for us to ship it back to you. Upon the receipt of product, we will issue an invoice for the postage fee which upon receipt of payment, we will then send out the replaced product.
  • Only defective items are refundable.
  • We will refund the paid amount in terms of Store Credit once we have received the returned item(s) in its original condition. No cash refund(s) are allowed.
  • The process usually takes one (1) or two (2) weeks from the date we receive your return package. We will contact you if there is an issue with the returned item(s).
  • We accept exchange if it is the item does not fit or we made an error in sending you the wrong item. Please click here if you wish to make an exchange.
  • Sale items are not eligible for return and exchange. All sale items sold are non-exchangeable unless there had been an error on our part. If there has been an error in your shipment, please click HERE.

ORDERS

  • If you have registered as a member, you can check for your orders upon logging in.
  • The order process - 
    • Upon payment, an email will be sent to inform you of the successful order. We would take 1 working day to pack. 
    • It would take 1-2 days for courier partner to pick up the parcel. Upon which, an email will be sent to inform that the parcel is shipped with the tracking number.
    • With the tracking number, you are able to track your order at any point of time. Click here to key in your tracking number to check delivery status.
  • Should you have any other concerns pertaining to your order, please email us at info@ve-nue.com.
  • Unfortunately all orders placed and paid for are final and we are not able to cancel the order. If there are severe reasons for cancellations, please contact us at info@ve-nue.com

SIZES

  • Garments and footwear sizes represented differently according to the source of the items. You may refer to our size guide in every product page to assist you in selecting the appropriate size. Please note that sizes are never 100% accurate according to the guide as it highly depends on each garments or footwear's cutting and style.
  • Should you wish to enquire in further detail of a specific item, please contact us at info@ve-nue.com.

PRIVACY & SECURITY

  • Yes, all personal information provided by you during registration and during a purchase transaction completion is kept strictly confidential.
  • Venue Lifestyle Store requires basic personal information such as your name, address, email and contact number in order to ensure hassle free delivery.
  • Venue Lifestyle Store may use your email or shipping address to send you occasional promotional information (provided you consent to be receive news from us)
  • However, your personal information is kept safe within Venue Lifestyle Store and will not be sent to any third party for promotional activities.
  • Absolutely. We do not store any payment details.
  • Venue Lifestyle Store currently uses Paypal as the credit/debit card payment option.No credit card information is provided to us hence, no payment details will be retained.

SHIPPING & DELIVERY

  • For Domestic shipment, we use GDEX as our domestic courier partner.
  • Domestic shipping is charged at RM8.00 for orders below 2.0kg and is free for orders above RM100.00.
  • Singapore shipping is charged at RM10.00 (approx. SGD3.4) for orders below 2.0kg and is free for orders above RM100.00.
  • International shipping is charged at RM60.00 (approx. USD13.3) for orders below 1.0kg and is free for orders above RM450.00 (approx USD100).
  • Shipping charges are calculated automatically based on your cart items. The amount is payable upon checkout.
  • If you have spent enough to receive free shipping to your location, a Free Shipping option will be available for you to select upon checkout.
  • For deliveries within Malaysia, the estimated shipping time would take approximately 3-4 days. An additional day is usually required for deliveries within east Malaysia or rural addresses.
  • For international shipping, it may take up to 20 business days, depending on shipping address.
  • If you make your order before 10am (GMT+8), we will process & ship it out on that day itself. Delivery will take between 3-4 days and an additional day for East Malaysia.
  • International orders will be sent the following day and may take up to 20 working days to reach its destination.
  • If your orders are placed after 10am (GMT+8), we will process & ship your order on the next working day.
  • Do note that when orders shipped internationally reach the destination country, they may be subject to customs clearance procedures, which can cause delays beyond original delivery estimates.
  • We're sorry, we are only able to ship your items to you on working weekdays  (Mon-Fri) during office hours (9am - 6pm)
  • We do not process any orders on Public Holidays and Weekends.
  • For orders within Malaysia, only residential or commercial addresses are accepted. We will not send purchases to a P.O Box.
  • For International orders, residential and commercial addresses are advised as we cannot advise on each countries' shipping regulations.
  • Should you happen to be away during the delivery, our courier partner will contact you.
  • If the above fails, our courier partner will leave a note at your delivery address that they have missed you. You would be required to collect your parcel/package at the courier outlet stated in the note.
  • Please indicate your contact number and shipping address accurately during your purchase transaction. In any case that your parcel was returned to us and need to be resend to you due to incorrect address or was not picked up at the courier outlet during the specified period, you will need to bear the cost of shipping incurred to be sent to you.
  • Should you encounter any issues, please contact us.
  • Once your order has been placed and confirmed, you are not allowed to change the shipping address. Please indicate your shipping address accurately to avoid any inconvenience.
  • However, you may contact our Customer Service if there is a concern.
  • Yes, we ship to both residential and commercial addresses.
  • For commercial / office address, please note that our courier partners are required to comply with the buildings rules and regulations – if our courier partner is restricted from access to your office, they will contact you via your contact number provided.
  • We do not advise that our courier partners be instructed to leave your purchases at any reception/management office/security office. We will not be held responsible for any losses in this case. Please contact us if you require further clarification.