Track your order

We could put a field here and a button marked "Track". It would look reassuring and tell you nothing, because orders are not held in an account you can log into — there are no accounts, no passwords and no order history behind a login.

What there is instead: a short, predictable sequence, and a person who will look your order up when you ask. Both are below.

From the form to the front door:

1. 1The order arrives. You see the thank-you page straight away, with the number we are going to call.
2. 2The call. It normally comes within one working day, on the number you gave. The product, the address and the exact sum for the courier are read back to you, and you can correct any of it, or call the order off, right there. If nobody answers we try again; if we cannot reach you at all, the order is not packed.
3. 3The hand-over. One to two working days after the call, the parcel goes to the courier or postal operator that serves your address.
4. 4The tracking details. Our call centre, the one that confirmed your order, gives them to you — once the parcel is handed over, or whenever you ask. The journey is shown on the operator's own page. Some routes have no public tracking at all; on those you are given the dispatch date instead.
5. 5Delivery. Three to seven working days on the road, depending on the country. You pay the courier in cash and the parcel is yours.

Ask our call centre when it calls, or send us an email: we look up the reference and send it to you, or tell you plainly that the route has no tracking and give you the dispatch date instead.

Send an email to team@venistra.com. Put "Where is my order" in the subject line so it reaches the right desk, and include:

• the first and last name the order was placed under;
• the full delivery address, postcode and country included;
• the phone number you ordered with, which finds the order even without a reference;
• the rough date you ordered, which narrows the search considerably.

Estimates slip, and a late parcel is not a lost one.

If nothing has arrived 10 working days after the confirmation call, tell us. We open a trace with the operator, and if the parcel cannot be found you get a replacement or your money back — you choose. You pay nothing until the parcel arrives, so a lost parcel costs you nothing.

Before the hand-over, both are easy: say so on the confirmation call, or send it to team@venistra.com the same day.

After the hand-over, the address is in the operator's hands and we cannot alter it from here. You can still refuse the parcel at the door and pay nothing; and once it has been delivered, the right of withdrawal is there.