Policy
Refund & returns
Before it ships
Cancel any time before dispatch and you get the full amount back, no questions asked. Email us with your order reference and we cancel it on our side, which is faster than waiting for the parcel and sending it back.
Hygiene
These are intimate products. Once a sealed item has been opened or used, it cannot be returned, for the same reason a pharmacy will not take back an opened product. This is the one rule we cannot bend, and it applies regardless of how the item was paid for.
Damaged, faulty or the wrong item
If it arrives damaged, defective, or simply not the piece you ordered, we replace it or refund in full — your choice. Photograph the issue and email us within 14 days of delivery with your order reference. We cover return shipping on anything that is our mistake, and we do not ask you to send an intimate item back unless we specifically need to see it.
How refunds are paid
Refunds go back to the payment method used at checkout, typically within 3–5 business days of approval. Your statement will show the same neutral descriptor as the original charge.
Getting in touch
Email help@velvetformdolls.com with your order reference. We answer every message, usually within one business day.