How do I return my item?

Log in to your Ventomart account, go to My Orders, and view the order you wish to return items from. Within the order, click on the Return Items button where you will be taken to our returns portal.

Select the products you wish to return and the reason why from the drop-down list.

You can then select your preferred returns method and either arrange collection or print a label for your nearest drop-off point.

How long will my refund take once it's back with Ventomart?

Once the courier has collected your parcel, the return should arrive with us within 2–4 working days. We will let you know once your refund has been processed via email. This should take 5–10 working days. You can track the process of your return in your My Ventomart Account.

Once my refund has been issued, when will I see the money in my account?

This is dependent on your card issuer and normally takes 72 hours, but please allow up to 10 working days.

Can I return my online order to a store?

Yes. You can return your online order directly to us at:

📍 51 Coronation Rd, Birmingham B29 7DE, United Kingdom

Please contact us before visiting to arrange your return.

Can I exchange my online order?

If you wish to exchange an item, you will need to return the item you no longer wish to keep and place a new order.

Shipping

When will my order arrive?

This will depend on the delivery service you have selected. Please visit our Order & Shipping page for timeframes. The carrier completing your delivery will reach out to share any delivery updates. Ventomart cannot amend or pre-select specific delivery hour time slots.

I think I have a problem with my delivery, what do I do?

If your order is still within the delivery window, please allow time for your parcel to be delivered. If it has exceeded this timeframe, please contact contact@ventomart.shop with your order number and tracking number. Our team will support you as quickly as possible. Ventomart is not responsible for any courier website issues.

My tracking hasn’t been updated and it has passed my delivery timeframe, what do I do?

You can reach out to the courier directly to ask if they have any updates for your parcel. If you need additional support, please contact contact@ventomart.shop.

What if I am not going to be home to accept the delivery?

Depending on the carrier delivering your parcel, you may have access to inflight delivery options such as safe place delivery, leaving with a neighbour, or delivery to a pick-up shop. These options vary depending on your delivery location and courier availability.

Please note, if you choose to have your parcel left in a safe place or with a neighbour, once delivered, it ceases to be the responsibility of Ventomart.

How do I cancel my order?

If you change your mind and want to cancel your order, please follow our returns process to return your order and we will refund you once your parcel arrives back with us.

My order has arrived damaged, what do I do?

In the unlikely event your order has arrived damaged, please contact contact@ventomart.shop within 30 days of delivery.

As we will need images of the item and packaging, please ensure all original packaging is kept, including the outer shipping packaging and internal contents.

Packaging

How will my order arrive?

Your order will arrive in a plain parcel box with no branding on the outside. However, the shipping label will have Ventomart written on it so the parcel can find its way back to us if necessary.

I’ve ordered multiple items and need extra packing. How do I get this?

Please contact contact@ventomart.shop with your order number and requirements. Our team will dispatch this as quickly as possible.

Stock Availability

Is a product I am looking for available?

Please contact us at contact@ventomart.shop with the item details, and our team will confirm availability.

Warranty & Repairs

Does Ventomart offer a warranty for new purchases?

Items purchased through Ventomart include a 12-month guarantee from the date of purchase. While manufacturing faults are rare, this will cover any that may arise.

After this period, repair services may still be available; however, repair work may be chargeable.

How will I know how long a repair will take?

Once your item has been assessed, you will receive confirmation of the repair timeframe. As each repair differs depending on complexity, timelines may vary.

How do I return something for repair?

If you are in the UK, please contact contact@ventomart.shop before sending your item so we can guide you through the process.

Why are repairs chargeable?

We are committed to maintaining high standards of materials, craftsmanship, and service quality. Repair pricing reflects material, labour, and shipping costs.

Is there a warranty on repair work?

Yes. There is a 12-month warranty on completed repair work. Any additional work outside of what has been repaired will remain chargeable.

How do I pay for my repair?

Once the repair work has been completed, we will contact you with payment details before dispatching your item.

If I decide not to go ahead with a repair quote, what happens next?

If you choose not to proceed, we will return your item to you via one of our chosen carriers.

How will my item be returned once it has been repaired?

Once repaired and payment (if applicable) has been received, your item will be delivered directly to you using one of our selected carriers.

If I have any questions throughout the repair, who do I contact?

Please contact our Customer Care team:

📧 contact@ventomart.shop
📞 +44 121 415 1212
📍 51 Coronation Rd, Birmingham B29 7DE, United Kingdom