Yes, we like to be as plain as possible so no one knows what's inside your parcel. To do this, all shipments are sturdy plain brown cartons. Inside the box we use brown packing paper to conceal the product boxes best possible as well.

Who is the shipment from?

The shipment is from VHC, LLC 141 Flushing Ave, Ste 1224 Brooklyn, NY 11205. There is no additional writing on the outside brown carton box but your receiver's name and address that you have input in the order. 

How quickly does my order ship?

We are fast. Shipments leave the same day or the next day for most orders. Even on Saturdays most orders are shipped right away. Order confirmation emails will be sent automatically right after you have made your order. Please check your confirmation email to review the address for errors when you receive it.

What carrier is delivering my package?

Most domestic shipments are carried by UPS ground, if you live in Alaska, Hawaii or Puerto Rico typically these are carried by USPS.

Do you ship internationally?

Yes, we currently ship worldwide with a few exceptions using FedEx. We prepay the duty for international customers but there is always a possiblility your customs may add some additional VAT and/or Duty.

We use FedEx ground for Canada and FedEx express for most other countries to deliver packages as quickly as possible. Please check your email address in the confirmation email. 

You can help us by checking that the address you input is correct with google maps, the pin should land exactly where you want the delivery. If you see a longitude and latitude for your location FedEx won't find you.

There are occasions where we have to use other shipment carriers based on your specific location, you'll know when you track your package.

Email us at help@velvet-brands.com, we can only correct shipping addresses within a very small window after an order is placed. Most items are completed within hours and delivered to the carrier. We are not able to change or modify the shipping address for orders that have already been shipped.

Depending on how quickly you contact customer service, we may be able to have UPS redirect your package, however this will cause you to incur an additional address change fee that is imposed on us by the carrier. 

What about shipment Insurance?

We are not responsible for carrier lost or stolen packages and we highly recommend you take shipping insurance.  When you take the insurance, your claim is with us, otherwise your claim will be through the carrier.

If you contact our customer support at help@velvet-brands.com with your order number when you receive order confirmation, we can assist you with having the signature requirement modified for your order.  We are only able to modify the signature requirement before your order ships.

Yes, you can ship to a hotel room or resort as a guest. Make sure to include the Entity name where you are staying so it may be included on the label.  You must make sure you are available to receive your shipment in your room.  Please do not try to ship to cruise ships!

Unless otherwise specified, only one coupon code can be applied per order and it cannot be combined with other codes.

An automated email from Boutique Voila is sent immediately following every order, we encourage you to add your email to your account profile otherwise it will try to send to your phone number.

If you cannot find your order confirmation your email address may have been entered wrong, we have been blocked by your server or it's in a junk folder. Email us your name that was used for the order so we may look it up quickly and re-send your order number. 

We will try to answer your emails the same day but if it's a holiday or weekend it may take longer. If it's urgent text us at 760-333-6000 and we will try to help you right away. 

These are sent right after your fulfillment has been completed, mostly on the same day or next unless it is a Sunday or Holiday. If you cannot find your fulfillment email with tracking number, your email address may have been entered wrong, we have been blocked by your server or it's in a junk folder. Email us your name that was used for the order so we may look it up quickly and re-send your order number. 

We will try to answer your emails the same day but if it's a holiday or weekend it may take longer. If it's urgent text us at 760-333-6000 and we will try to help you right away. 

My tracking number does not work

The tracking number provided by the postal service may take up to 24 business hours to become active. If you're still having trouble tracking your order, please help@velvet-brands.com and we'll help solve the issue.

My tracking number was cancelled?

If your tracking number comes up canceled that means we changed something from the automatic shipment and issued a new tracking number to fix something/. You are emailed these updates but if you don't see it email us at help@velvet-brands.com with your order number and we are happy to email you the corrected tracking number.

Please email help@velvet-brands.com including a photograph of the packaging with the subject line Damaged or Opened Item(s) Upon Delivery and we will review your claim within 2 business days and get back to you with a solution.

Mistakes happen, and we apologize if we have shipped the wrong product or item.  Please email help@velvet-brands.com so we may send out the correct item immediately or offer some remedy that is satisfactory.

All Boutique Voila products are covered by our one (1) year limited warranty, from the date of original purchase, against defects due to faulty workmanship or materials.

If you discover a defect, please notify us at help@velvet-brands.com and we will review the defect, to see what correction may be warranted.

Please note that due to the nature of pleasure products:

• As per industry standards, pleasure products may not be returned or exchanged. All sales are final.
• A shipping charge will only be refunded in cases where an error caused the return.
• All warranty claims require a receipt or an approved form of proof of purchase. Acceptable forms of proof of purchase will be determined at our own discretion.

We value your privacy and discretion. The charge will not appear as our brand name; All charges appear as VHC, LLC.

How do I process a warranty claim?

Proof of purchase is required to process a warranty claim. If you purchase via www.boutqiuevoila.com, we already have your details in your order record. If you purchase through a retailer, we may require you to submit your purchase details.

You can always email help@Velvet-Brands.com and our customer support representative will help you. Do not attempt to repair any pleasure products by yourself.

Follow the directions for your specifc product, some items are dishwasher safe while others require more care.

Read the individual product descriptions.  Most all the vibrator and masturbator products are waterproof but some items require more care.