Help Center

Here at Venture we pride ourselves on fantastic customer service, that's why we we created the help center. The help center is an ever expanding base of questions and answers, any question you have there's sure to be answer! If you can't find the answer you're looking for hit one of the buttons below to get in touch with one of our helpful advisors.

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Deliveries

UK delivery

A standard and express option is available for the UK, both fully trackable. Both our standard and express delivery is sent via Royal Mail. 

Orders that are applicable for free next working day delivery must be ordered before 3pm to be shipped the following day. Orders placed after 3pm on Fridays will not be dispatched till the following Monday.

Your tracking information will be included in your shipping confirmation email. You can also log into your account and hit 'view my order' to find your tracking information once the order has been dispatched.

International delivery

International orders are shipped via our international carrier DPD. Delivery times, costs and availability depend on country, however most mainland european countries are applicable. If you require more information regarding Internation Delivery please get in touch via our website.

Your tracking information will be included in your shipping confirmation email. You can also log into your account and hit 'view my order' to find your tracking information once the order has been dispatched.

 

Where's my order?

Your tracking information will be included in your shipping confirmation email. You can also log into your account and hit 'view my order' to find your tracking information once the order has been dispatched.

My order tracking says delivered but I still haven't recieved it?

If your order tracking is saying delivered, yet you still haven't recieved your item please fill out a contact form and we'll get right on it!

Returns

How to return an item

We want to offer a hassle-free returns experience with Venture, so you have up to 30 days to initiate your return from the moment your Venture order is delivered. 

Please get in touch with us via our contact form, and we'll get your return organised for you.

We can then track the return from the moment you post it, right up to when it arrives at the Venture warehouse in the UK.

Returns policy

Need to return something? Get In Touch With Us Here!

  • Item must be returned within 30 days from the day you've received your order, transit times are not included within this time.
  • Venture currently does not offer exchanges, a refund against your original payment method will be processed upon receiving your return. If you wish to receive a different product, you'll need to place a new order via the website.
  • Fabric items such as playpens must be unworn, & unwashed (no distinct odours, blemishes, signs of wear etc.) Any items found to be in poor condition will be returned back to you.
  • We cannot provide refunds for any used hygenie items such as pottys or changing mats. - no exceptions.
  • Items covered in animal/human hair will not be accepted.
  • All items undergo a thorough inspection before any action is taken.
  • Returns can take up to 7 days to process, so don't be alarmed if you've tracked your return as delivered but haven't heard from us yet.
  • Orders placed separately (unique reference numbers), must be returned separately. Combining orders being returned in one package will significantly slow down refund processing speed.
  • We will aim to action refunds within 5 working days. Please note, PayPal transactions can take up to 24 hours and credit/debit cards may take up to 5 workings days to clear into your account.
  • Our returns address is: Venture UK Returns, Unit 6 Chancel way, Halesowen Industrial Park, Halesowen, West Midlands B62 8SE United Kingdom

If any item returned breaches any of the terms outlined in this policy, we reserve the right to return the item back to you in the same condition it was received in.  

 

How long can it take for my item to be returned?

UK Returns

Depending on the service used to return your item(s), it can take up to 10 working days (excluding weekends & public holidays) to be delivered and processed by our returns team.

We'll notify you by email once the return has been processed.

International Returns 

Depending on the service used to return your item(s), it can take between 7 - 21 days(excluding weekends & public holidays) to be delivered and processed by our returns team, we will notify you by email once this has been processed. 

If you do have any concerns, contact us via email and get in touch with our customer care team, they'll no doubt be able to answer any queries you may have. 

Have you received my return yet?

UK Returns

Depending on the service used to return your item(s), it can take up to 10 working days (excluding weekends & public holidays) to be delivered and processed by our returns team.

We'll notify you by email once the return has been processed.

International Returns 

Depending on the service used to return your item(s), it can take between 7 - 21 days(excluding weekends & public holidays) to be delivered and processed by our returns team, we will notify you by email once this has been processed. 

If you do have any concerns, click here and get in touch with our customer care team, they'll no doubt be able to answer any queries you may have. 

Orders

Cancelling an order

If for any reason you'd like to cancel your order, simply get in touch with us via our contact us page. We request that you do this as soon as possible, as eligible orders for next day delivery will be shipped before the 3pm on the day of purchase.

I've placed an order but haven't received a confirmation email

If you've placed an order, and the money has been debited from your account yet you haven't received your order confirmation email. How can you be sure the order has been successful?

This usually means that the email you used to place the order may have had a spelling mistake or the email may have gone through to your spam inbox. Firstly you have checked all possible inboxs.

If there's still no luck then please send an email or message through to our customer experience team and they'll be able to locate your order. Simply provide them with your order number and name and they'll be able to help.

I want to change my address

We're pretty quick at getting your order out the door, so once your order has been placed, our customer support team is unable to make any changes to your billing/delivery address. 

If you've selected our Express Shipping service via DPD, an address change is possible. DPD offer an online service called ODD (On Delivery Demand) which you can use to make the delivery more convenient for you. Here's the link for the ODD service:

https://www.dpd.com

You'd simply follow the link, enter your tracking details then hit the 'change address' section and the rest will be easy to follow.

Your order will need to be shipped before the ODD service is available, so please wait for your shipping confirmation to come through.

I have recieved a faulty item

In the event you have received a defective item, please contact us immediately with the following information:  

  • Your order number
  • Which item is damaged
  • A description
  • Photographic evidence

If your parcel has been damaged upon delivery, please take photographic evidence and send it straight to customer support!

All claims for parcels arriving damaged must be made within 7 days of the delivery date.  

Unless proof of damage has been verified by a member of the support team, we cannot action a refund, credit or replacement.

Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified instantly. 

Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time

I've recieved the wrong item

In the unlikely event you have received a incorrect item, please contact us immediately with the following information: 

  • Your order number
  • The name of the item you did not receive
  • The name of the item you received in it's place
  • A photograph of the item you have received

Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified to your satisfaction.

Unless proof that you have received an incorrect item has been verified by a member of the support team, we cannot begin to take the steps needed to rectify the problem.

You may be required to return the incorrect item back to us, but a member of the customer support team will advise you if/how to return the item. 

My order status is completed, does that mean it should have been delivered?

Status 'completed' simply means your order has been packed by our warehouse team and it's currently on the way to you. 

You will receive a shipping confirmation shortly after detailing your tracking information. 

If your order has remained unfulfilled for more than 2 working days, please contact us with your order number and a member of the support team will get right on it. 

General

Why doesn't Venture have a phone number?

Venture does not have a call centre and we're not set up to handle high volumes of phone calls.

The Venture brand is built online, including our customer support. Though you may receive an automated response everyone once in a while, all channels are manned by human staff who are eager to help you out, quickly and efficiently.

If we feel your problem would be better handled over the phone, we'd be happy get in touch. 

Please get in touch through only one method of contact as contacting through multiple channels may delay response times for other customers.

Where Can I Find Your Latest Safety Recalls & Product Notices

All recent and previous product recall information can be found via the Product Safety Notices And Recalls page.

If you have any questions regarding product recalls, please get in touch through only one method of contact as contacting through multiple channels may delay response times for other customers.

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