Contact Us

Get in Touch

We're here to help! If you have any questions about our products, your order, or our services, please don't hesitate to reach out.

Contact Information

Email: info@velvetandrose.pt
Response Time: We typically respond within 24 hours

Shipping Information

All orders are shipped in completely discreet, unmarked packaging to protect your privacy.

Shipping Methods

Standard Shipping: 5-7 business days
Express Shipping: 2-3 business days

Shipping Locations

We currently ship throughout Portugal and select EU countries. Shipping costs are calculated at checkout based on your location and selected shipping method.

Order Tracking

Once your order ships, you'll receive a tracking number via email so you can monitor your delivery.

Returns & Exchanges

Your satisfaction is important to us. Due to the intimate nature of our products, we can only accept returns of unopened, unused items in their original packaging.

Return Process

Contact us within 14 days of receiving your order
Provide your order number and reason for return
We'll provide return instructions and address
Ship the item back in its original, unopened condition
Refund will be processed within 5-7 business days of receiving the return

Damaged or Defective Items

If you receive a damaged or defective product, please contact us immediately with photos. We'll arrange a replacement or full refund at no cost to you.

Payment Options

We accept the following secure payment methods:

Credit Cards (Visa, Mastercard, American Express)
Debit Cards
PayPal
Shop Pay
Other local payment methods available at checkout

Payment Security

All transactions are processed through secure, encrypted payment gateways. We never store your complete payment information. Your financial details are protected with industry-standard security measures.