The status "On the way" means your order has left our warehouse and is en route to your address. The estimated delivery date is shown on your tracking page. You can also check the tracking link in your dispatch confirmation email for real-time updates.

If your order status shows "Processed", it means we are currently preparing it. Orders are usually processed within 24 to 48 hours. Once your order has been shipped, you will receive an email with a tracking number so you can follow its journey.

If your order status shows "On the way - Delayed", this means there has been an unexpected delay (such as logistical issues, weather conditions, or customs clearance). We sincerely apologise for the inconvenience. A new estimated delivery date is available on your order tracking page. If the delay is excessive, please feel free to contact our customer service team for assistance.

If your order status is "Delivered", but you haven’t received your parcel, here’s what you can do:

• Check with your household, neighbours, or concierge to see if someone has accepted the parcel on your behalf.
• Review the delivery confirmation email and tracking link to see if it was left in a safe place.
• If you still cannot locate your parcel, please contact us as soon as possible so we can assist you.

➡ Need help? Reach out to our support team at jade@venetianlace.com