FAQ's



 Product Care and Handling

All leather products made from natural leathers will age with time. It will need moisturising and caring for if they’re to be kept in tip-top condition throughout the years. Even with excellent care, they will still age; there’s no avoiding this. To keep your leather bag in the best condition, we recommend that you use a leather care product to keep the leather supple. Mink Oil or Neatsfoot Oil are great natural leather care products. 

For stain removal, use a damp cloth and rub it against the spotted area, leaving it under the sun for a short time or use a hot blower to dry it out. 

For storage, we recommend that you store your leather bag in a dry place. Please keep out of extreme hot temperatures, especially extreme heat.

 

Media & Partnership

I am writing an article for print/online and would like to have a high resolution image of a product or lookbook image. Who should I contact?
Thank you for your interest in VENQUE. We love to share our brand story and products with the media.

For all media requests and features please email us at:support@branched.com.au and we will be in touch shortly. 

I would like to sell VENQUE products. Who should I contact?
The VENQUE team is always interested in partnership opportunities with other retailers. Let's talk. Please provide us with the name, location and little bit more about your store. If you are an online business, please specify the URL of your website. You can contact us using on our contact page or email us at: cam@branched.com.au

Shipping

Does VENQUE ship internationally?
Yes, we offer shipping to AUSTRALIA, and NEW ZEALAND. All shipments will be sent from our head office in Melbourne. If you country is not listed please email our customer service team on: support@branched.com.au to see if we can organise shipping to your destination. 

When will my order ship?
All shipments are processed Monday to Friday, prior to 11am. If you order is place after 11.00am your order will be shipped the next business day.  Your order will be shipped using Australia Post/Star Track. Once shipped, orders are generally received within 2-3 business days for regular shipping and 1-2 days for express. 

How much does shipping cost?
We charge a flat rate of AUD$15.00 for all backpacks and briefcases using regular postage within Australia. We can offer express services to major metropolitan cities within Australia for AUD$20.00. We offer international shipping to New Zealand at a flat rate of $35.00.  

Does VENQUE ship to P.O. boxes?
Sorry, we do not ship to P.O. Boxes. For all orders, please provide us with an actual street address.

Can I track my order?
A tracking number will be provided once we ship out your order. This will be provided to you by email.

Do I have to pay tax or import fees?
We ship out all orders from Melbourne. All Australian purchases will be subject to GST. NZ orders will not be charged any taxes but the customer will be responsible for any import tax or fees associated with your order. For any other information related to shipping, please email us directly at: support@branched.com.au

 

Warranty

What is your warranty policy?
VENQUE proudly offers a five-year (5) warranty on all our products to be free of defects in material and workmanship from the date of purchase. We will replace any products found to be defective within the range of common and everyday use. Our warranty policy does not apply to damage caused by accidents. This policy is also limited to the refund or replacement of the defective product. The 5 year warranty applies to products that have been purchased from VENQUE's official website and any authorised retailers. All warranty claims must be accompanied by the original purchase receipt. Warranty is automatically voided if any modification, change or alteration has been made to the product. When you file a warranty claim directly through VENQUE.com.au, please submit high quality photos and a clear description of the defect. You can reach us by emailing: support@branched.com.au

 

Returns & Exchanges

What is your return and/or exchange policy?
Returns and exchanges can only be honoured on products that have been purchased from our website. VENQUE products that were purchased online can be refunded within 15 days of the shipping date for a full refund in the amount of the purchase. It is our company policy that the customer must pay for all shipping expenses on the return/exchange of VENQUE products. Exceptions may be made if the reason for the return is a mistake on our behalf. All merchandise must be returned unused, unwashed and be accompanied by the original tags. All returned items must include the original sales receipt.