FREQUENTLY ASKED QUESTIONS
WHY ARE ALL THE CUSTOM RANGE ITEMS LISTED AS “SOLD OUT” AND I'M NOT ABLE TO PURCHASE?
Our custom range is entirely handmade in our lab in Italy, artisanal items take time to produce and in order to guarantee high-quality standards and avoid endless waiting times we keep a schedule of opening and closing times for the shop. The shop will be closed (and items marked as “sold out”) when all production slots are filled (times may vary depending on the number of incoming orders).
We still like to give you the chance to see the price of our garments even when the shop is not operating, that’s why the items are listed as sold out and non purchasable. You can register for a personal account, select one or more items and put them in your favourite list and when the shop reopens you’ll be able to check promptly on the status of your preferred items and ultimately order them quickly.
WHERE ARE YOUR ITEMS MADE?
We produce all of our items in Italy. Our equipment and our materials such as fabrics, lace etc. come from Italy, France and Germany.
WHICH SIZES DO YOU OFFER?
We are proud to say we work on all sizes - standard or not - without any kind of surcharge. Make sure to check the Fitting Room section of our website to help you find your recommended size.
Our bras start with AA cups all the way up until J (in some cases even M/K is possible but we ask you to inquire about the possibility before purchasing).
Please notice our halter bralettes are not recommended for curvy babes, the fabric is simply not strong enough to offer optimal support to heavy breasts and the fabric may rip.
Whether you have a standard or custom size for the items in our “custom range” you have the option to provide us your measurements via e-mail to get a garment that is 100% customized on your body.
READY TO OWN
RTO garments are small batches of our best selling items we produce in standard sizes to make them accessible to people without having to wait for our shop openings. Unfortunately since it's small batches we can only realize these garments in our top selling sizes and cannot be as inclusive as we are with our main range.
HOW DO I FIND MY CORRECT SIZE?
Our website has a Fitting Room section to help you determine your recommended Videnoir size.
The listing for your desired item also shows precise directions on how/where to measure if you want something to be made on your specific measurements and which ones will be needed to produce the selected garment(s).
Make sure to check out the description as you might find some useful tips and suggestions there on which model might work better for your body.
WHY DOES IT TAKE SO LONG TO GET MY ORDER?
We are a small team striving to offer the best quality at all times. Everything is made in house in our lab: from patterns design to special prints, from cutting and sewing all the way up to packing and posting. Sometimes we get a lot of orders and it creates a queue (automatically based on the time of purchase), that’s why processing can take up to a maximum of 10/12 BUSINESS weeks in busy times. We will always keep you updated on the status of your order however if you have further questions about your expected delivery or shipping date do not hesitate to contact us.
Please notice our waiting list may get longer than usual during peak times such as Halloween or Christmas.
HOW DO I TAKE CARE OF MY GARMENTS?
Please read and follow carefully the directions listed on the label or on our website (each listing has a section containing instructions on how to best care for your items).
When in doubt we recommend hand washing with a gentle detergent, some specific items such as veils or collars may require dry cleaning (please refer to the label or the instructions listed on our website).
Don’t put silk items in the washing machine as it may ruin the fabric. Bras should not go in there either, as the constant movements might ruin padded or molded cups or cause the wire of underwired bras to become exposed and consequently scratch your skin when worn.
Dry your garments away from direct sunlight, possibly allowing them to dry flat.
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HOW LONG WILL IT TAKE TO SHIP MY ORDER?
Most of the items in our shop are handmade to order. Depending on the position in the queue your order may take from 2/3 up to 10/18 weeks to ship.
The “Ready to Own” range as well as some ready-made pieces we might have (listed as "Ready to Ship") will ship within 5 working days from purchase.
WHERE IS MY ORDER?
Processing time may take from 2/3 business weeks up to 10/18 to be completed. Generally, the more items you order, the longer it will take to process your purchase. Please notice this is only related to production time, to which you have to add the shipping time for your selected method and country in order to get an estimated delivery date.
On our homepage we have added a pop-up window that specifies the orders currently processing, the counter is generally updated weekly so you can check it and compare it to your order number (listed in the confirmation email you received right after purchase).
If you’re in a hurry to get your order or need the items for a specific event ALWAYS select DHL as the delivery method and add a message to your order with the desired arrival date, we cannot always guarantee delivery within the date BUT we always do our best to accommodate such requests and fulfil the order in time.
WHERE DO YOU SHIP FROM?
All of our items are shipped from Milan, Italy.
DO YOU OFFER WORLDWIDE SHIPPING?
Yes, we do ship worldwide (however please notice there’s a minimum order for the UK to comply with the current BREXIT regulations).
If you don't see your country at checkout please contact us at: info@videnoir.net
WHAT SHIPPING METHOD DO YOU USE AND HOW MUCH WILL IT COST?
For standard shipping we primarily use the Italian National Post Service, but you have the option to choose DHL Delivery for expedited shipping. For more info about prices and timing visit the Shipping page.
If you’re in a hurry to get your order or need the items for a specific event ALWAYS select DHL as the delivery method and add a message to your order with the desired arrival date, we cannot always guarantee delivery within the date BUT we always do our best to accommodate such requests and fulfil the order in time.
ARE THERE TAXES OR DUTIES ON INTERNATIONAL ORDERS?
Prices do not include VAT, this cost will be calculated automatically before checkout. Each different shipping EU country has a different percentage of VAT which will be calculated and charged before checkout, according to the new OSS legislation.
Shipping rates will be calculated automatically during checkout.
All orders with a delivery address within the EU are completely free of import duties and local taxes.
Deliveries to most countries outside the EU are generally subject to custom duties, VAT etc. The purchaser is solely responsible for any fee or duties incurred upon receipt of the goods. For additional details on import fees please check with your local customs.
UK CUSTOMERS: Due to BREXIT regulations we have a minimum spending requirement of 135£ (shipping excluded) to be able to place your order. Please notice you will also be required to pay custom duties, import VAT and handling / processing fees and those can add around 35% to the original price.
WHAT IS YOUR RETURN POLICY?
Please read the full return and exchange policy here.
MY ITEM(S) ARRIVED DAMAGED, WHAT DO I DO?
Our parcels are carefully checked before leaving our lab and we always do our best to ensure your goodies are well packed and ready for their journey. However sometimes damage may occur in transit, or otherwise. If you have an item which appears to be broken or faulty please get in touch with us at info@videnoir.net so we can promptly find a solution.
When getting in touch make sure to include your order number, photo of the damaged item(s) and all additional details you think might be helpful to understand what happened.
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WHICH PAYMENT METHODS DO YOU ACCEPT?
Mainly Paypal, which now also offers the possibility to pay in installments in selected countries. We’re working to offer you more options in the very near future.
HOW DO I CONTACT YOU (PRESS AND MEDIA ENQUIRIES)?
Due to the handmade nature of our items we can only collaborate to a selected numbers of projects, Please contact us with a detailed request at: media@videnoir.net and we will get back to you ASAP.
DO YOU DO COLLABS WITH INFLUENCERS ETC.?
Generally speaking we don’t, we rather have our real clients represent us online. If we’re interested in having you representing our brand we will get in touch directly. We receive many collaboration requests and don’t always have time to respond to each one of them so please, if we fail to get in touch, don’t take it personally.
ABOUT WHOLESALE AND RESELLERS
Starting in the second semester of 2022 we will be offering a few selected stores the possibility to become Videnoir resellers. To apply and get to know our terms and conditions please contact us at: wholesale@videnoir.net