FREQUENTLY ASKED
QUESTIONS
Everything you need to know before ordering from Videnoir.
BEFORE YOU ORDER
Please read the product description carefully before placing your order. Processing times, available sizes and return eligibility may vary depending on the product type.
READY TO OWN
Ready to Own garments are small batches of our best-selling items produced in standard sizes. They are created to make selected Videnoir pieces available without waiting for custom shop openings.
HOW LONG WILL IT TAKE TO SHIP MY READY TO OWN ORDER? +
Ready to Own items, as well as selected ready-made pieces listed as Ready to Ship, usually ship within 4-6 business days from purchase. Processing time does not include weekends, public holidays or carrier transit time.
WHERE ARE YOUR ITEMS MADE? +
All Videnoir items are produced in Italy. Our equipment and materials, including fabrics and lace, are sourced mainly from Italy, France and Germany.
WHAT IS YOUR RETURN POLICY? +
Please read the full return and exchange policy before purchasing. Return eligibility depends on the product category, product condition and the applicable consumer rules in your location.
MY ITEM ARRIVED DAMAGED. WHAT SHOULD I DO? +
Our parcels are carefully checked before leaving our lab and packed with care. If your item appears damaged, broken or faulty, please contact us at info@videnoir.net as soon as possible.
Include your order number, clear photos of the damaged item and packaging, and any details that may help us understand what happened.
WHERE IS MY ORDER? +
All available shipping methods are tracked. Once your order ships, you will receive tracking information by email.
SHIPPING & TAXES
WHERE DO YOU SHIP FROM? +
All items are shipped from Italy, Europe.
DO YOU OFFER WORLDWIDE SHIPPING? +
Yes, we ship worldwide. If your country is not available at checkout, please contact us at info@videnoir.net before placing your order.
For the United Kingdom, a minimum order value may apply to comply with post-Brexit import requirements.
WHAT SHIPPING METHOD DO YOU USE? +
For standard shipping, we primarily use tracked postal services. Depending on the destination and available checkout options, express services such as DHL, UPS or similar couriers may be available.
If you need an order for a specific event, always select an express shipping method and leave a note with your desired arrival date. We cannot guarantee delivery by a specific date, but we will do our best to accommodate your request.
EU VAT & OSS INFO +
For customers within the European Union, VAT is calculated according to the applicable destination country rules and current OSS regulation. During checkout, VAT may be displayed as a separate line item to ensure transparency and compliance.
Orders delivered within the EU are not subject to additional import duties upon delivery.
UK CUSTOMER & BREXIT INFO +
Due to post-Brexit import rules, UK orders may be subject to a minimum order value requirement. UK customers may also be required to pay customs duties, import VAT and handling or processing fees upon delivery.
These charges are determined by UK authorities and/or the courier and are the responsibility of the customer.
USA CUSTOMERS +
Orders shipping to the United States may be subject to customs duties and import taxes depending on the shipping option selected and current U.S. import rules.
Please read our USA Customers Info page before ordering, especially if choosing an express DDU shipping option.
CUSTOMERS OUTSIDE THE EU +
Deliveries to countries outside the European Union may be subject to customs duties, VAT, local taxes, brokerage fees or handling charges. These fees are not set or collected by Videnoir and are the responsibility of the customer.
We recommend checking with your local customs office before placing an order.
LIMITED CUSTOM REQUESTS
Videnoir currently focuses primarily on its Ready to Own collections. A limited number of customizations or bespoke projects may occasionally be accepted upon request, depending on the type of item, material availability and our current production schedule. Custom work is not automatically available for every design and must always be discussed and approved before placing an order. Please contact us with your request, measurements and desired deadline. We will confirm whether the project is possible, together with the estimated price and production time. Submitting a request does not guarantee acceptance. Custom-made or personalized items are not eligible for cancellation, return or exchange, except in the event of a confirmed defect.
HOW LONG WILL MY CUSTOM ORDER TAKE? +
Most custom range items are handmade to order. Depending on your position in the queue and the complexity of the garment, production may take from approximately 2-3 weeks up to 10-18 weeks before shipping.
WHICH SIZES DO YOU OFFER? +
For the custom range, we work with standard and non-standard sizes without a size surcharge. Please check the Fitting Room before ordering to find your recommended Videnoir size.
Our bras start from AA cups and go up to J cups. In selected cases, larger cup options may be possible, but we ask you to contact us before purchasing.
Please note that some halter bralettes are not recommended for heavier busts, as the fabric may not offer optimal support.
HOW DO I FIND MY CORRECT SIZE? +
Use our Fitting Room to determine your recommended Videnoir size. Product listings also include measurement directions when specific measurements are needed to create a garment.
Always read the full product description, as it may include useful fit notes and suggestions for different body types.
CAN I SEND MY MEASUREMENTS? +
Yes. For custom range items, you may provide your measurements by email so the garment can be made more precisely for your body.
OTHER INFO
WHICH PAYMENT METHODS DO YOU ACCEPT? +
We accept major credit and debit cards, PayPal and Shop Pay, depending on the payment options available at checkout.
HOW DO I CONTACT YOU FOR PRESS OR MEDIA ENQUIRIES? +
Due to the handmade nature of our items, we collaborate on a selected number of projects. For media enquiries, please contact us with a detailed request at media@videnoir.net.
DO YOU COLLABORATE WITH INFLUENCERS? +
Generally, we prefer to have our real clients represent Videnoir online. If we are interested in a collaboration, we will contact you directly.
We receive many requests and cannot always respond to each one individually.
WHOLESALE & RESELLERS +
Selected stores may apply to become Videnoir resellers. To request our terms and information, please contact wholesale@videnoir.net.
NEED MORE HELP?
If you cannot find the answer you need, contact us before placing your order.