Frequently asked questions
DO YOU SHIP WORLDWIDE?

Yes. We offer free worldwide shipping.
HOW LONG DOES IT TAKE TO SHIP MY ORDER?

Orders usually leave our facility within 3–5 business days.
HOW LONG DOES DELIVERY TAKE?

Once shipped, delivery generally takes 5–10 business days depending on your location.
WILL I RECEIVE A TRACKING NUMBER?

Yes. Once your order ships, you will receive an email with a tracking number.
CAN SHIPPING BE DELAYED?

Shipping times usually remain the same. However, during major releases, high demand periods, or geopolitical disruptions, delays may occur.
CAN I CANCEL OR MODIFY MY ORDER?

No. All orders are final once placed and cannot be modified or cancelled.
WHAT IF I ENTERED THE WRONG SHIPPING ADDRESS?

We may attempt to assist if the order has not yet shipped. However, if we cannot respond in time, VENT D'HIVER cannot be held responsible for incorrect addresses entered at checkout.
CAN I PLACE AN ORDER WITHOUT AN ACCOUNT?

Yes. Checkout is possible without creating an account.
DO I NEED AN ACCOUNT?

Creating a Member Account is recommended. Members may receive benefits such as:

  • Private sales
  • Exclusive launch access
  • Early access releases
  • Private event invitations
WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept major payment methods including:

  • Visa
  • Mastercard
  • PayPal
  • Apple Pay
  • Google Pay
  • Shop Pay
CAN ORDERS BE REVIEWED FOR FRAUD?

Yes. Orders flagged as suspicious may require additional verification or may be cancelled.
MY TRACKING NUMBER IS NOT UPDATING

Tracking information may take up to 72 hours to appear after shipment. If the issue persists, contact us and we can check additional details with the carrier.
MY ORDER SHOWS DELIVERED BUT I DID NOT RECEIVE IT

If your package appears lost or marked as delivered but not received, please contact us directly.

We will handle the investigation with the carrier and ensure a proper resolution.
WHAT IF MY PACKAGE IS LOST?

If your package appears lost, please contact us directly.

We will handle the investigation with the carrier and provide a replacement if necessary.
WHAT IF MY PACKAGE IS RETURNED TO YOU?

If a package is returned due to an incorrect address or failed delivery attempt, we may reship it.

Additional shipping fees may apply.
ARE TAXES INCLUDED?

Yes. All prices displayed on our website include applicable taxes based on your location.
WILL I HAVE TO PAY CUSTOMS DUTIES?

We work with trusted logistics partners to ensure a smooth delivery experience.

In most cases, no additional duties or import fees are charged upon delivery.

However, customs regulations may vary depending on your country. In rare situations where fees are applied, please contact our support team and we will assist you.
WHAT IF I REFUSE TO PAY CUSTOMS FEES?

If a package is refused or cannot be delivered, it may be returned to us.

Once received, we can arrange a reshipment or provide further assistance.
CAN CUSTOMS CAUSE DELAYS?

Yes. Customs processing times may vary and are outside of our control.
DO YOU ACCEPT RETURNS?

Returns are only accepted in the following cases:

  • Defective product
  • Incorrect item received
  • Incorrect size sent

We do not accept returns for change of mind or sizing preferences.
WHAT IF MY ITEM ARRIVED DAMAGED OR INCORRECT?

Please submit a request via your account:

https://account.ventdhiver.com/

Or contact us at: support@ventdhiver.com

Include your order number and photos of the issue.

We aim to respond within 72 hours.