Frequently Asked Questions

 

 

ORDERS

How quickly will you fulfill my order?

Most orders placed during normal business hours will be processed and be ready to ship within 2 - 3 business days. Depending on the item, some orders can processed within 1 - 2 business days.  If you need an order very quickly, please contact Client Service by phone or email or leave a note for Client Service in your shopping cart as you pay for your order.

  

Is it possible to cancel an order?

Yes, please email us at client.service@verbenasky.com . We can easily cancel your order within the first 24 hours before the item has been shipped.

 

Is it possible to return an order?

We want you to be happy with your order. If there is any reason you wish to return it, just contact us within 14 days of receiving the item. 

 

Do you guarantee any of your products? 

We will stand by any of the items on our website. If during the first 6 months after your purchase your item breaks, contact Client Service. In addition, our premium jewelry lines (Anna Beck and LAYONE Paris) provide a 1 year guarantee. See more detail in our Returns & Exchanges Policy.

 

Do I need to register for an account to make a purchase? 

No, you do not need to register for an account. You are able to checkout as a guest. Customers who register for an account have access to their previous purchases and enjoy not having to re-type their address and contact information every time they visit. 

 

Do you send out discount coupon codes?

Yes, we will send out discount codes occasionally via email or mail catalogs to our customers. So to receive special offers in the future, please sign up for our mailing list.  If you have created an account with us and stored your mailing address, will will also send you mailings with coupon codes and special sale notices.

 

If I put an item in my shopping cart, does it reserve the merchandise?

No, unfortunately placing an item in your cart does not guarantee it will be available when you are ready to make your purchase.

 

What is your policy on product availability?

All orders are processed pending item availability. Due to the nature of our business and the timing of online transactions, occasionally an item on our website will be temporarily out of stock. If a customer purchases an item that ends up being temporarily out of stock, a member of our Client Service team will contact the customer as soon as possible. If the customer does not wish to be put on a waiting list, we are happy to provide an immediate refund.

Verbena Sky reserves the right to change the assortment of items offered on the VerbenaSky.com website from time to time without prior notice to the customer. Verbena Sky will not be liable if any product is out of stock or otherwise unavailable at the time of placing the order.

 

SHIPPING

How much do you charge for shipping?

Your shipping options and costs will vary based on your delivery address and package weight. Your actual shipping charges will be shown at checkout.

We offer free shipping for orders delivered to the 50 United States. For express shipping within the United States and Internationally, charges will vary and be based on your shipping choice.

Regardless of how packages are shipped, all customers receive a tracking number to check the status of their package.

 

Who do you use for shipping?

Depending on the delivery address, we use the US Postal Service, UPS, FedEx, and DHL.

 

Do you ship internationally?

Yes, we do. We use DHL and FedEx for international shipping. You will be able to track your package with information provided in your shipping confirmation email. If you prefer a different shipping carrier, please contact us. If your country is not available to ship to, please email client.service@VerbenaSky.com and we will assist you with your purchase.

 

What else do I need to know about International shipments?

Due to customs policies at your country, sometimes shipments can be delayed at entry ports. International orders may be subject to clearance procedures which may cause delays beyond original delivery estimates. Policies vary from country to country and you can contact your local customs office for more information.

Although Verbena Sky protects your privacy, we are required to provide basic shipment and product information to the customs authorities. All international shipments are subject to opening and inspection by customs authorities. You are considered the “importer of record” and must comply with all laws and regulations of the country in which you are receiving the goods.

Although all of our orders are shipped with tracking numbers, Verbena Sky accepts no risk of merchandise lost due to international shipment. All risk passes to you upon your purchase being accepted by the carrier. Also depending on your country’s policies, you may be subject to pay import duties, taxes, and custom clearance charges once your shipment reaches your country. Your government will bill you for these items. Verbena Sky has no control over these charges and cannot predict what they may be. 

If you choose to refuse your shipments from Verbena Sky you will be responsible for any duties, taxes, and/or custom charges that are incurred on the package, plus the cost of returning the package to Verbena Sky.

 

 PAYMENTS

What are my payment options?

We accept Visa, MasterCard, American Express, PayPal, Apple Pay, Google Pay, and Amazon Pay.

 

Is it safe to use my credit card?

Yes, our secure server encrypts information and ensures that internet transactions are private and protected. Verbena Sky uses secure sockets layer technology (SSL) which is considered the gold standard to protect the security of credit card information as it is transmitted.

 

Do you store my credit card information?

No, Verbena Sky does not store your credit card information. If you make your purchase with Visa, MasterCard, or American Express, your credit card information is automatically sent to our e-commerce host, Shopify, who encrypts the information and sends it directly to your credit card provider for their approval. Once your transaction is approved, Shopify deletes your credit card data.

 

Who is Shopify?

Shopify is an e-commerce company based in Ottawa, Canada. It is a publicly traded company on the New York Stock Exchange and has been operating since 2004. It provides cloud-based multi-channel e-commerce platforms for online stores and retail point of sale systems. Companies using Shopify platforms to sell online include Anheuser-Busch, Tesla Motors, The Economist, Red Bull Energy Drinks, and Kylie Cosmetics. In 2017, Shopify generated more than $580 million in revenue and had more than 1,900 employees.

 

What is a Digital Wallet?

It is a digital form of payment such as PayPal, Apple Pay, Google Pay and Amazon Pay.  The customer's credit card information is stored with either PayPal, Apple, Google or Amazon. As a result, you do not need to type in your credit card information when you make a purchase with Verbena Sky. You are temporarily linked to PayPal (or Amazon, etc.) where you enter your login and password. They will authorize your transaction and your purchase will be finalized with us. Offering digital wallets is a convenience many customers prefer. Your login, password, and credit card tied to your digital wallet remain secure with your payment company. It is not collected or stored with Verbena Sky or Shopify.

 

SAFETY & SECURITY

How safe is your website? 

We strive to make shopping at Verbena Sky as safe as possible.  We are a client of McAfee, a top cybersecurity company based in California. Every day McAfee certifies that our website and online store are safe, secure, and free from malware, viruses, and other malicious activities. 

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you. (See our PAYMENTS section above for more information on Shopify.)

Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

Shopify, is certified Level 1 PCI DSS compliant, which relates to securing credit card data, fraud protection, and other information security. This level of protection covers our online store, shopping cart, and web hosting. If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption.   Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

If you choose a direct payment gateway to complete your purchase (Visa, MasterCard, or American Express), then Shopify temporarily stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted. 

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, and American Express. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.