FAQ

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• 1What is the online ordering process?
  

  Pre-order

  • Choose the products you want, and add them to the cart.
  • Confirm your shipping address and the shipping method.
  • For payment, you can choose either secure online credit card payment or bank transfer. If you paid via bank transfer, we will send you a confirmation email when we receive your payment.

  
  
  Post-order

  • After completing the order, you will receive an automated order confirmation email.
  • We will process your order within 1-2 hours during office time. You will then receive a second confirmation email and your invoice.
  • Your order will be shipped shortly after payment confirmation.
• 230 days return - when and how to process a return delivery

  Please get in touch with our customer service (return@venoa.com) to authorise the return before sending back any item. The return shipment has to be made to an address defined by us at the customer's expense, usually by mail. Products must be sent back in their original packaging, in "as new" condition, and including all original accessories. Refunds are processed within 14 days after checking the returned delivery.

  The following product groups are excluded from return deliveries (list is not final):
  Wind instruments (brass/reed), harmonicas, headphones, vocal microphones, sealed items, expendable items like batteries or vacuum tubes, software or combined hard-& software-products where the software sealing is broken or the software was installed/registered/activated by the customer. Items that are built to order like studio furniture, acoustic pianos & grand pianos, flightcases, and custom made instruments can sometimes be returned after agreement.

  We do not grant returns when the volume of return cases exceeds the maximum possible limit for returns.

  Please note: all products paid via Payolution are not eligible for product returns, by contract.

• 3Username Guidelines

  The username is used in place of the customer name when displaying content provided by the customer (for example a product review).

  The username is bound to an email address, and it's shared on all our platforms.

  The username must match the following guideline:
  

  1. Usernames can contain letters (a-z), numbers (0-9), dashes (-), underscores (_), apostrophes ('), and periods (.).
  2. Letters in usernames must be lowercase. If you enter uppercase letters when creating a username, they are converted to lowercase letters.
  3. Usernames can't contain more than one period (.) in a row, accents, accented letters, ampersands (&), equal signs (=), brackets (<,>), plus signs (+), or commas (,).
  4. Usernames can begin or end with non-alphanumeric characters except periods (.), from a minimum of 3 characters to a maximum of 15 characters.
  5. Certain words are reserved, or inappropriate, please refer to the error message when your username request is rejected.