Shipping and Return Policy
Dispatch
With
us, you don’t pay any shipping costs – we offer you free shipping with tracking on every order!
We
ship all orders directly from our factory in Guangzhou, China. For this reason, the « First Mile Carrier » (CNE Express) will first take over the shipping of your shipment to your destination country. After your order has arrived in your destination country, it will be handed over to one of our « Last Mile Carriers » (DPD, DHL, Hermes), depending on your destination region, and then shipped and delivered to you by them.
WE CURRENTLY DELIVER
TO THE FOLLOWING COUNTRIES We deliver to Germany, Austria and Switzerland, Italy and France.
We
process incoming orders from Monday to Saturday. Orders placed before 18:00 (GMT+1 Berlin) will be processed the same day.
We
are committed to ensuring that your order always arrives as quickly as possible, which is why we ship all orders within 1-2 working days. The standard delivery time is usually 8-12 business days.
| Countries | Run time | Delivery Time (Total) |
| Germany | within 1-2 working days | 8-12 business days |
| Austria | within 1-2 working days | 8-12 business days |
| Switzerland | within 1-2 working days | 8-12 business days |
ORDER CONFIRMATION
Once your order has been placed, you will receive an order confirmation email. This means that your order is stored in our system and we have started processing the order.
ORDER TRACKINGas
soon as we ship your package, you will receive a tracking number by email. You can use this number to see where your package is on our tracking page. If you haven’t received the number or it doesn’t work, please contact our customer service via email.
Changes
to the colour, size or variant of an order can be made within 24 hours of receipt of the order. It is also possible to cancel an order that has already been placed within this period.
CHANGING THE DELIVERY ADDRESS OR DROP-OFF LOCATION
You can change the delivery address of an order that has already been placed within 48 hours of receipt of the order. The location of an order can be changed or specified up to 24 hours before delivery.
IMPORTANT: There may be times when customer service does not respond within 24 hours. However, this is not a cause for concern. If you notify us by email within the 24-hour period that you wish to cancel your order and customer service does not respond until after this period has expired, we will still consider your cancellation.
OTHER IMPORTANT INFORMATION: If you want to make a cancellation and you don’t get an immediate response from customer service, please don’t contact PayPal directly and don’t open a case there. Once a case has been opened with PayPal, it is no longer possible for us to proceed with the cancellation, as PayPal will retain the transaction in such cases.
LATE DELIVERY
If the maximum processing and shipping time has passed and your order still hasn’t arrived, don’t panic. It may be a delay in delivery. For this reason, please give your order 2 additional days until delivery. If your package has not arrived in this meantime, contact us by email and we will check your order!
DAMAGED OR WRONG GOODS DELIVERED
Have you successfully received your package, but it was damaged or the wrong items were delivered? No problem! Please take photos of the problem, add a short explanation of the error and contact us via email with your order number.
Return Policy
Important information
- You have 90 days after receiving the order to initiate your return!
- Up to 5 days to process the refund
- No restocking fee
- Contact customer service to get the return address.
Click here for the Contact!
HOW DOES THE RETURN WORK?
1. Contact us – Write to us via the contact form or send us an email ( info@veranostar.com). Here you can we take up your request and coordinate the next steps. In our response, you will receive the return address to be used for your return.
2. Prepare your return to us – Please send the goods back to us as unused, undamaged and with all utensils in their original packaging. We ask for your understanding that our return conditions unfortunately do not provide for the issuance of a return slip or the assumption of the return costs.
3. Send us your tracking number – Please send us an email to info@veranostar.com and send us the tracking number of your returned shipment.
4. Receive your money – That’s it! Find out further down on this page when and how your money will be refunded.
DO I HAVE TO PAY ANY SHIPPING COSTS FOR A RETURN?
Yes, the shipping costs in case of a return are the responsibility of the buyer.
HOW LONG DO I HAVE TO SEND SOMETHING BACK?
All our orders are subject to our extended return period of 90 days (satisfaction guarantee). This means that you can contact us within 90 days of delivery to initiate our return process.
MY ITEM WAS DELIVERED BROKEN.
If you have found a defect in our bedding, a return is not necessarily necessary. Contact us at info@veranostar.com or via our contact form. Here we can provide a free replacement delivery for you or arrange a return.
In the event of a defect in your order, we will cover the shipping costs of the return.
WHEN AND HOW WILL I GET MY MONEY BACK?
As soon as we receive your return, we will refund you the full purchase price within 5 working days. The refund will be made via the payment method used for the purchase (e.g. via PayPal, credit card, etc.)
Changes
to the colour, size or variant of your order can be made within 24 hours of receipt of your order. It is also possible to cancel your order within this period.
CHANGING THE DELIVERY ADDRESS OR DROP-OFF LOCATION
You can change the delivery address of your already placed order within 48 hours of receiving your order. The location of your order can be changed or specified up to 24 hours before delivery.
IMPORTANT: There may be times when customer service does not respond within 24 hours. However, this is not a cause for concern. If you notify us by email within the 24-hour period that you wish to cancel your order and customer service does not respond until after this period has expired, we will still consider your cancellation.
OTHER IMPORTANT INFORMATION: If you want to make a cancellation and you don’t get an immediate response from customer service, don’t contact PayPal to open a case. Once a case has been opened with PayPal, it is no longer possible for us to proceed with the cancellation, as PayPal will retain the transaction in such cases.
I HAVE NOT RECEIVED
AN ORDERPlease contact us via mail (info@veranostar.com) or via our contact form. We will check your order for this. If you haven’t received a delivery, we’ll either send you a free replacement or give you a full refund.
ANSAH LIMITED N:76697516
UNIT 3D, NO 8 LUK HOP STREET, SAN PO KONG HONG KONG
+1 (833) 7728965
info@veranostar.com