For the health, safety and peace of mind of our customers – and because of the intimate nature of the products we sell – Velvet Avenue cannot return or exchange any purchases unless these are defective. This means that products* designed to come into contact with any body part or body fluid is non-returnable and non-resalable:

PLEASE NOTE: Once these products leave the warehouse, they are considered used and therefore cannot be returned.

Should your package not be reflective of the order you placed, please contact us immediately  via e-mail (info@velvetavenue.co.za), so we can rectify the situation as soon as possible.

Please take care when you submit an order, as we pride ourselves on quick processing and delivery. Orders are often processed on the same day and if cancelled after shipping has taken place, you will be responsible for the courier charges to you or the local courier hub as well as the return of the parcel to our warehouse.

Velvet Avenue will gladly replace your return with the same product. However, stock levels could be low, in which case you will be offered a similar alternative at the same value. Should you prefer otherwise, we offer a voucher to the same value as the returned item.

In the unlikely instance, and at our discretion, we may deem it possible to refund you in full. The refund will be issued to the card used to make a payment for the initial order. Depending on the bank of the cardholder, it takes 3 to 6 working days to reflect in the account.

Quick Read Summary:

Velvet Avenue does not accept returns or exchanges on intimate products unless defective.

Products that come into contact with body parts or fluids are non-returnable and non-resalable once they leave the warehouse.

If your package is incorrect, contact Velvet Avenue via email (info@velvetavenue.co.za) for immediate rectification.

Orders are processed quickly, often the same day, so cancelled orders after shipping incur courier charges.

Defective products will be replaced, but if stock is low, a similar alternative or a voucher of equal value will be offered.

In the case that the product has been assessed as defective, with no replacement stock being available and the client opts for a refund opposed to an alternative product, the refund will be processed to the original payment card within 3 to 6 business days.