Yes! All packages sent out are 100% discreet, only my PO Box return address and my name (Maria) is visible on the label. My shop or business name does not appear on the label.

Please refer to the item page to see the production time. Timeline details are also provided in order confirmation emails. If you still have any questions, please don't hesitate to get in touch. 

Missing part of your order? No problem!

Some items, like pacifiers or butt plugs, may need separate packaging and shipping. This could mean they arrive a bit later.

Your remaining order may just be a day behind!

I understand that incidents of stolen packages can be frustrating and disappointing. However, Play in Velvet cannot be held responsible for packages that are stolen after delivery.

Shipping costs are automatically calculated at checkout based on your location and the products you'd like to order. You can simply add whatever you'd like to order to your cart to view shipping costs.

Shipping times are determined by the method you select at checkout. Shipping times do not include my production time, which can vary from 1-6 weeks depending on the volume of orders I have to make and ship.

Orders within the US

USPS First Class Mail: estimated 3-5 business days

USPS Priority Mail: estimated 2-3 business days

USPS Express Mail: guaranteed within 1-2 business days

Orders outside the US

USPS First Class International: estimated 3-6 weeks(Canada 2-3 weeks)

USPS Priority Mail International: estimated 1-3 weeks(Canada 1-2 weeks)

USPS Express Mail International: guaranteed within 3-5 business days, everywhere

USPS delivery guarantees only mean that if your order does not arrive by the guaranteed delivery date, they will refund your shipping costs.

All my products are handcrafted and custom-made, with no pre-made inventory, unless otherwise marked as Ready to Ship. Everything is produced on a small scale in limited quantities.

I create items in the order they’re received, but when orders come in quickly, production times may increase.

If you need to change the address on your order, please reach out to me within 24 hours of placing your order. Be sure to include your order number in your message.

If the tracking on your package is showing signs of it being lost, please reach out to me and I can offer you a solution depending on the item that was ordered and its value. 

If you are an international customer, please allow 10 weeks to see if the item will arrive, as international mail can take some time. 

Items containing custom-made pieces i.e. collars, cuffs and any products made-to-order to your size, will not be eligible for a refund in the case that they are returned to me due to a failed delivery, or a refused delivery. 

Customers may pay a shipping fee to have their package shipped again. 

Thank you for your understanding. 

USPS may face disruptions internationally from time to time, please check this link to see if your country is on the list of suspended service. 

If USPS does not offer service in your country, you may still have another courier option available at checkout (DHL, UPS). 

If ordering internationally, please be advised that you may need to pay a customs fee. These customs fees can be high depending on which country you are ordering from. I am not responsible for making these payments.

Please note, if you refuse to pay the import fees, a refund will not be issued in this case. 

Play in Velvet subscribers will receive 10% off their first online order once they have completed their sign-up. Exclusions for this promo code do apply. This promo code cannot be applied to sale items and only one code can be entered per order.  The following items and collections are excluded from the Play in Velvet 10% off first online order discount code: 

• The Deluxe Leather Collection
• The Body Collection
• All Satin & Silk cuffs
• Some chain connectors
• Some nipple clamps
• Ornate Silk & Satin Collars
• Some chain chokers
• Some leashes

Please contact me within 24 hours if you need to cancel your order. Since most of my products are handmade to order and I start working on them quickly, cancellations may not be possible once production has begun.

If anything goes wrong, please email me right away at hello@playinvelvet.com.

Important Return & Cancellation Policies:

• Custom Items: Made-to-order products, including anything personalized or sized, are non-returnable and non-exchangeable unless damaged during shipping or defective.
• Insertable & Mouth-Worn Items: Items like butt plugs and gags cannot be returned.
• Return Authorization: Returns must have a return authorization, or refunds won’t be processed.
• Condition: Returned items must be in brand-new, unused condition.
• Restocking Fee: Returns may incur a restocking fee of up to 25%.
• Shipping Costs: Shipping fees are non-refundable.
• Return Shipping: Customers are responsible for return shipping costs, except in cases of damage or defect.
• Contact Timeline: Reach out within 14 days of delivery for any issues. Returns must be sent back within 7 days of receiving authorization.
• Cancellations: Requests must be made within 24 hours of purchase.

Failed or Refused Deliveries:

• Custom-made items, such as collars, cuffs, or any made-to-order products, are not eligible for a refund if returned due to failed or refused delivery.
• Customers may pay an additional shipping fee to have their package resent.

Thank you for your understanding.

Items containing custom-made pieces i.e. collars, cuffs and any products made-to-order to your size, will not be eligible for a refund in the case that they are returned to me due to a failed delivery, or a refused delivery. 

Customers may pay a shipping fee to have their package shipped again. 

Thank you for your understanding. 

Your satisfaction with your shopping experience at Play in Velvet is my top priority.

I approach every interaction with kindness and understanding and truly appreciate the same courtesy from my customers.

If you're unhappy with your purchase for any reason, please reach out, and I’ll be happy to make it right.

Return Policy:

• Custom-Made Products: These items cannot be returned. However, if they arrive damaged, please contact me with photos, and I’ll work to resolve the issue.
• Ready-to-Ship Items: Some of these items may be returnable, but for hygiene reasons, insertable items like pacifiers and butt plugs cannot be returned.
• Sale Items: All sale items are final sale, with no refunds or exchanges.

For assistance, please contact me at hello@playinvelvet.com.

I encourage all my customers to measure themselves accurately to ensure the best possible fit. Refunds, returns or exchanges will not be issued for incorrect measurements provided. 

If anything becomes damaged or breaks on your item, please reach out to me and in some instances I will be able to replace the part (a fee may be included for this depending on the type of damage).

Yes! I am always thrilled when a client reaches out for something extra special. If you are interested in something totally different than what you see in my shop, please get in touch!

Yes, of course!

Please get in touch with me, and I can make that happen. Include all the details of the customizations you would like. Refer to the bullet-point list from the Custom Order section to see what details may be important. 

If you would like an existing design to be altered to your specifications, a custom order will need to be made and priced specially for that item. Please avoid requesting customization after the purchase of an item, as it may not be possible. 

When you contact me for a custom order, please ensure that you include as much detail as possible, as I do not currently take on projects that give me too much artistic liberty or projects that require me to design the item for you.

Include the following details:

• The quantity and type of items you would like.
• The closure style you would prefer.
• Color of the hardware finish.
• Your measurements.
• What color satins you would like.
• If you would like lace, please specify the color of the lace.
• Whether you would like bows - how many bows, their size and placement on the collar.
• Any other hardware details such as O-rings or chain work.
• All decorative details such as crystals, rhinestones and charms, and their placement on the collar.

Additionally, you can provide a sketch alongside these details, or use the photos of other collars in my shop to refer to as examples of what you would like. This can be especially helpful as a guide to your final design. 

I always encourage safety first. Sleeping in your collar may be okay if:

• It’s not too tight.
• It’s not heavily decorated—avoid bows, as they can become deformed, and skip any dangling embellishments or chain work that might snag.
• It’s no wider than 1".

I don’t recommend wearing your gear 24/7, as constant exposure to sweat and skin oils can accelerate tarnishing of the hardware.

Rose gold gets its pink hue from copper, so rose gold-plated items do contain copper. If you have allergies or sensitivities to copper, I do not recommend using rose gold-plated products.

Some of my hardware comes nickel free, for special requests or further questions about availability of nickel free items, or if you have an allergy to nickel and have concerns, please get in touch!

Sterling silver, brass, and copper will tarnish over time due to natural oxidation, which occurs from exposure to air, moisture, and skin oils. To slow this process, store your items in air-tight or anti-tarnish boxes.

If tarnishing or oxidation occurs, you can easily polish your jewelry with a jewelry polishing cloth.

Please handle your items with care, especially if they are delicate or heavily decorated.

Please do not wash your satin gear in the washing machine, or fully submerge it in water. 

I recommend spot cleaning your satin gear with a white damp cloth. 

Avoid having your gear come into contact with makeup, lubricants etc.

Avoid getting the hardware wet, as the moisture can speed up the tarnishing process.

If you have a Play in Velvet piece that needs repairs, please contact me with photos and details and I'll let you know if this is something I can do.

If repairs are due to wear and tear, a repair charge may be required.

When using your items, please always exercise caution and practice safety first! I am not liable for any harm or injury that may occur while using these items. 

SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.

SECTION 2 - CONSENT

How do you get my consent?When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

How do I withdraw my consent?If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at hello@playinvelvet.com

SECTION 3 - DISCLOSURE

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

SECTION 4 - SHOPIFY

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

Payment:If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover.PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).

SECTION 5 - THIRD-PARTY SERVICES

In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.

LinksWhen you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.

SECTION 6 - SECURITY

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

SECTION 7 - COOKIES

Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not.sessionid, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).shopifyvisit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visitsshopifyuniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.securesessionid, unique token, sessionalstorefrontdigest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.

SECTION 8 - AGE OF CONSENT

By using this site, you represent that you are at least the age of 18. This site is not intended for persons below the age of 18. 

SECTION 9 - CHANGES TO THIS PRIVACY POLICY

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

QUESTIONS AND CONTACT INFORMATION

If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at hello@playinvelvet.com