Before you order

Delivery, payments & returns

A straightforward guide to checkout and order issues, with privacy at the center of delivery.

Delivery and discreet packaging

Cash on Delivery is the payment method currently available through checkout. Delivery options, estimates and any applicable charges are shown for your order during checkout. Our parcels use the discreet packaging described in the store FAQ.

Payments and wallet availability

Select Cash on Delivery where it is offered for your order. Wallets, cards and purchases against an outstanding balance are not available at this time. Only use payment options shown in the live checkout.

Returns and refunds

Under the store’s policy, we do not offer discretionary returns or refunds. This policy does not exclude or reduce any rights or remedies that apply under consumer-protection law. If an order arrives damaged, defective or incorrect, contact us promptly with your order number and details so we can review the issue.

Order help

If something is wrong with an order, keep its order number and contact Velvet & Cloak promptly through the support channel provided with your order confirmation.

Policy information is provided for general guidance and does not replace applicable consumer law. See checkout for the terms and options that apply to your specific order.