Orders and payment
What payment methods do you accept?
PayPal, and any debit or credit card PayPal accepts. You do not need a PayPal account to pay by card.
Will the payment show what I bought?
No. The transaction appears under our trading name only.
Can I cancel an order?
Yes, as long as it has not been packed. Write to us with your order number as soon as possible. Once it is dispatched, treat it as a return.
Discretion
What does the packaging look like?
A plain outer box or padded mailer with no logo, no brand name and no product names. The return address is a neutral trading name.
Will the sender name reveal anything?
No. It shows a generic fulfilment name, not Velvria and not the product category.
Do you send anything to my email that a shared inbox would reveal?
Order emails use a neutral subject line. If you share an inbox, the order number is in the body; nothing explicit is in the header.
Shipping
How much is shipping?
United States: flat $5.99, free over $99.
Rest of the world: flat $15.99, free over $199.
How long does delivery take?
United States 3–7 business days after dispatch. Canada and Mexico 5–9 days. Europe 7–12 days. Rest of the world 10–18 days.
Do you ship worldwide?
Yes, to over 250 countries. Some countries restrict the import of adult products — check your local rules first. If a parcel is refused at customs, we cannot refund the shipping cost.
How do I track my order?
You get a tracking number by email when the parcel leaves the warehouse. You can also check progress on the track your order page with your order number and email.
Returns
What is your return policy?
Unopened items can be returned within 30 days of delivery for a refund. For hygiene reasons we cannot accept opened products unless they are faulty.
What if the item arrives damaged or faulty?
Send us a photo within 7 days and we will replace it or refund it, including shipping.
Who pays return shipping?
We do, when the fault is ours. Otherwise the return shipping is yours.
Products
What are the products made of?
Each product page lists the material. Most items are body-safe silicone or ABS; lubricants are water-based unless stated otherwise.
How do I clean them?
Warm water and a toy cleaner or mild unscented soap. Silicone items should not be used with silicone-based lubricants.
Do your products come with a warranty?
Electronics carry a 12-month warranty against manufacturing defects. Contact us with your order number.
Do you offer discreet billing on the invoice inside the box?
There is no invoice with product names inside the box — only a packing slip with the order number.
Still stuck?
Contact us and include your order number. We answer within one business day, Monday to Friday.