FREQUENTLY ASKED QUESTIONS
ORDERS AND PAYMENT
What payment methods do you accept?
We currently accept secure online payment through PayPal.
Depending on your location and PayPal’s eligibility checks, you may also be able to pay with an eligible debit or credit card through PayPal without creating a PayPal account.
We do not accept Cash on Delivery.
What currency do you use?
Unless otherwise stated, website prices are displayed in United States Dollars.
Your bank, card issuer, or PayPal may apply its own currency conversion rate or fee if your account uses another currency.
Are taxes and import duties included?
Yes. Our displayed prices include applicable taxes and import duties associated with delivery.
You should not normally be required to pay additional customs duties, VAT, import taxes, or clearance charges when the parcel arrives.
If a carrier or customs authority asks you to pay an unexpected charge, contact service@virenawear.shop before making payment.
Is my payment secure?
Payments are processed through PayPal’s secure payment environment.
Virena does not normally receive or store your complete debit or credit card number.
Why was my payment declined?
A payment may be declined by PayPal, your bank, or your card issuer because of security checks, insufficient funds, incorrect billing information, card restrictions, or other risk controls.
Please confirm your information or contact PayPal or your financial institution.
ORDER CHANGES AND CANCELLATION
Can I cancel my order?
You may request cancellation within 24 hours after placing your order by emailing service@virenawear.shop.
Cancellation cannot be guaranteed once the order has entered preparation, fulfilment, or shipping.
Can I change my address?
You may request an address change within 24 hours after placing the order.
Send your order number and complete corrected address to service@virenawear.shop.
Address changes cannot be guaranteed after preparation or shipping has begun.
Can I change the size or colour?
Contact us within 24 hours after placing the order.
We will try to make the change, but it depends on order status and product availability.
SHIPPING
Where do you ship from?
Orders are generally shipped directly from our fulfilment facilities in mainland China.
Which countries do you ship to?
We primarily serve the United States, Canada, Australia, the United Kingdom, and European countries.
Availability may depend on the postal code and local carrier coverage.
How much is shipping?
Standard shipping is free for orders of USD 69 or more.
Orders below USD 69 are charged a flat standard shipping fee of USD 9.90.
How long does processing take?
Orders are normally prepared within 3 business days.
Processing starts on the next business day after the order is placed and payment is confirmed.
How long does delivery take?
Delivery normally takes 7–10 business days after shipment.
Including processing, the total estimated time is approximately 10–13 business days.
These timeframes are estimates rather than guaranteed delivery dates.
Will I receive tracking information?
Yes. We will send a shipping confirmation email with tracking information where available.
Tracking may take several business days to update after shipment.
Why has my tracking not updated?
International parcels may not receive scans at every stage.
Tracking may also pause while the parcel is moving between countries, undergoing customs processing, or being transferred to a local delivery company.
What should I do if my parcel is delayed?
Check the latest tracking information first.
If the parcel is beyond the normal delivery timeframe without a meaningful update, email service@virenawear.shop with your order number.
What happens if my address is wrong?
Contact us as soon as possible.
We will try to update the address, but changes cannot be guaranteed after preparation or shipment.
Customers may be responsible for additional costs caused by an incorrect or incomplete address.
What if tracking says delivered but I cannot find the parcel?
Please check:
- Your mailbox;
- Reception or building management;
- Parcel lockers;
- Safe places around the property;
- Members of your household;
- Nearby neighbours;
- The local delivery carrier.
Contact us if you still cannot locate it.
RETURNS AND REFUNDS
What is your return period?
You may request a return within 14 days after the order is delivered.
Contact service@virenawear.shop before sending anything back.
Where should I send my return?
Do not send returns to our Hong Kong registered business address.
After your return is approved, we will provide the correct authorized return address in mainland China or Hong Kong.
Who pays for return shipping?
Customers are responsible for return shipping when returning an item because of personal preference, change of mind, unsuitable size, or an incorrectly selected colour or style.
If the item is incorrect, damaged, defective, or materially different from its description, contact us with photographs so that we can review the issue and provide an appropriate solution.
Can I return an item that has been worn?
Returned items must normally be unworn, unused, unwashed, undamaged, and returned with their original tags.
Items showing signs of use, washing, stains, perfume, makeup, damage, or alteration may be refused or receive a reduced refund where permitted by law.
Can underwear or swimwear be returned?
Underwear and intimate apparel are generally non-returnable unless defective.
Swimwear may not be returned after the hygiene seal has been removed, unless the product is defective or applicable law requires otherwise.
Do you offer exchanges?
Direct exchanges are not guaranteed.
Depending on stock and location, we may offer a replacement, a return followed by a new order, or a refund.
How long does a refund take?
After the returned item is received and inspected, approved refunds are normally processed within 5 business days.
The time required for the funds to appear in your account is determined by PayPal, your bank, or your card issuer.
Will the original shipping fee be refunded?
For personal-reason returns, the original shipping fee is generally non-refundable, except where applicable consumer law requires otherwise.
What if I receive the wrong or damaged item?
Email service@virenawear.shop with:
- Your order number;
- Photos of the item;
- Photos of the packaging and shipping label;
- A description of the problem.
Please do not return or dispose of the item until we provide instructions.
PRODUCTS AND SIZING
How do I choose the correct size?
Check the size chart and product measurements shown on the relevant product page.
Compare the measurements with a similar garment you already own rather than relying only on the size label.
Are the product measurements exact?
Garments are measured manually, so small reasonable variations may occur.
Will the colour look exactly the same as the picture?
We make reasonable efforts to present colours accurately, but slight differences may occur because of lighting, photography, fabric, manufacturing batches, and screen settings.
CUSTOMER SERVICE
How can I contact Virena?
Email us at:
Do you offer live chat or telephone support?
We currently provide customer service by email only.
How quickly will you reply?
We normally respond within 1–2 business days.
Please include your order number when contacting us about an existing order.