• What size would you recommend? 

We recommend that you follow the size chart provided for each product to ensure the best fit. Since our products are in Asian sizes, it's generally advisable to size up from your usual size for a comfortable fit. If you have any specific questions or need further assistance, please feel free to contact our customer service team.

• Is online customization possible?

Yes, online customization is available for specific capsules and certain products, which change seasonally. However, the online customization options are quite basic, offering only embroidery and a limited selection of thread colors. For more complex customization needs, please contact us directly.

• The product I want is no longer available. What can I do?

If the product you want is no longer available, don't worry! You can contact us directly for assistance. Many times, it is possible to pre-order from new stock that is arriving soon. We're here to help you get the items you need. Feel free to reach out to our customer service team for more information on availability and pre-order options.

• Which payment methods are accepted?

For purchases made directly through our website, we accept only credit and debit card payments. However, if you prefer to make your purchase through our customer service, we offer additional payment options:

1. Bank Transfer: Available for all customer service transactions.
2. Cash Payment: For local purchases, you can pay cash by either dropping it off at our office or having our driver pick it up from your location (an additional charge applies).
3. Cheque: Accepted for bulk orders processed through our customer service.

Please choose the method that best suits your needs.

• How do I cancel or edit an order?

1. Orders cannot be canceled
2. Once an order is placed, it generally cannot be edited. However, if you wish to add items to your existing order, this may be possible.
3. Orders that include customized products cannot be edited if they were placed through our customer service after you have accepted the mock-up of the customized product.

If you need to proceed with any changes or have further questions, please contact our customer service team as soon as possible.

• What are the delivery times, methods, terms and costs?

In Qatar, Venus Karma manages orders with local courier services. For worldwide shipping, Venus Karma offers global parcel delivery services through DHL Express. Our processing timeline for non- customized and in-stock product orders ranges from 1 to 3 working days. Customized products require an additional processing period of 2 to 3 days. Orders placed on Fridays or public holidays will be processed on the next business day.

For orders shipped outside Qatar, delivery times are dependent on the distance from Qatar to the destination country, typically between 1-8 business days from the day that the item is completed. Couriers may directly contact you to coordinate delivery arrangements. Please note that Venus Karma does not cover customs duty fees.

Venus Karma is not liable for shipping delays due to national holidays, customs issues, weather conditions, or other factors beyond our control. Once an order is placed, it cannot be canceled. However, returns or exchanges are permitted within 7 days of receipt. The customer is responsible for all import duties and taxes on international orders. We advise consulting your local customs office for specific information on customs duties.

Upon dispatch, customers will receive a shipping confirmation email, including a tracking number for their order. For any inquiries, please feel free to contact us via email.

• My item seems to be faulty. What should I do?

In the event of a faulty item, kindly provide photographic evidence of the defect. Upon review, we will take immediate action as deemed appropriate by our management team, who reserves the right to make the final decision on each case.

• How do I return a product?

We accept returns for non-customized items within 7 days of receipt. Please note the following conditions for our returns policy:

1. Local Returns: For purchases made locally, customers are required to return the item to our office in person.
2. International Returns: Customers are responsible for all associated shipping costs, including import duties and taxes on international orders. We recommend contacting your local customs office for detailed information regarding customs duties and fees.

Items eligible for return must be in their original, unworn condition, with all accessories and labels intact.

Please be advised that we are unable to accept returns or exchanges for customized items.

• Can I exchange an item?

Yes, you can exchange an item purchased from our online store. However, please note the following conditions:

1. Non-Customized Orders Only: Exchanges are available for non-customized items only. Customized items cannot be exchanged.
2. Delivery and Shipping Costs: The customer is responsible for all delivery and shipping costs associated with the exchange.
3. Local Exchanges: You will need to cover the cost for a driver to pick up the item.
4. International Exchanges: You must arrange and pay for the shipping of the item to us. Additionally, any customs duties or fees incurred are not covered by us and must be paid by the customer.
5. Delivery and Shipping of Exchange Item: The customer is also responsible for the delivery and shipping costs for the new exchanged item.

If you have any further questions or need assistance with the exchange process, please contact our customer service team.

T-shirts, Hoodies, Sweatshirts and Sweatpants:

• Wash inside out, use cold water and the gentle cycle
• Use mild detergent
• Air dry and no direct sun light.
• Low temperature ironing, inside out.
• No direct iron on printings.
• No Bleach
• Fold and store in a cool, dry spot.

Cotton Jackets:

• Wash at or below 20°C using the delicate cycle
• Use mild detergent
• Do not use bleach or fabric softener
• No dryer
• Dry cleaning recommended

Leather Jackets:

• Hand wash only
• No dryer, dry hanging it
• For stain on the leather, use rubbing alcohol on a cotton swab.

Beauty Pouches:

• Possible to wash in Washing machine with cold water and Gentle cycle
• No Ironing
• No drier
• Preferred spot cleaning with warm water and a very small amount of dish soap
• Use your finger to gently scrub/spot clean as fabric and threads may start to fray or discolor if scrubbed too aggressively