Frequently Asked Questions

Welcome to Behind Velvet Doors. Below are answers to common questions about ordering, delivery, privacy and returns.

Is my order packaged discreetly?

Yes. Orders are sent in plain, unbranded outer packaging with no indication of the contents. Your privacy is important to us.

Where do you deliver?

We deliver throughout Australia and to selected international destinations, including New Zealand, Asia Pacific, the United States, Canada, the United Kingdom and Europe. Available delivery options are shown at checkout for your address.

How much is shipping?

Smaller products, including the Crystal Wand and Lockink Golden Pendant:

  • Australia Express: A$15
  • New Zealand Standard International: A$25
  • Asia Pacific Standard International: A$30
  • United States and Canada Standard International: A$35
  • United Kingdom and Europe Standard International: A$40

Ritual Boxes:

  • Australia Express: A$30
  • New Zealand Standard International: A$40
  • Asia Pacific Standard International: A$65
  • United States and Canada Standard International: A$70
  • United Kingdom and Europe Standard International: A$80

Rates are charged in Australian dollars and may be updated as carrier costs change.

How long will delivery take?

Australian Express delivery for Ritual Boxes is generally shown as 1–2 business days after dispatch. International delivery times vary by destination and may be affected by customs or carrier delays. The delivery option available for your order will appear at checkout.

Will I receive tracking information?

When tracking is available for your delivery service, the tracking details will be sent to the contact information provided with your order.

Will I have to pay customs duties or taxes?

International orders may be subject to customs duties, taxes or import charges imposed by the destination country. These charges are the customer’s responsibility and are not included in our shipping rates.

By placing an order, you confirm that you are legally permitted to purchase and receive adult products in your country or region. We are not responsible for packages seized, held or destroyed by customs because of import restrictions. Carrier-related loss or significant delay may be eligible for assistance under our Shipping Policy.

Can I return or exchange an intimate product?

For health, safety and hygiene reasons, we cannot accept returns or exchanges for change of mind or incorrect purchases once an order has shipped.

What if my order arrives damaged, faulty or incorrect?

Please contact us within 7 days of delivery with your order number and clear photographs of the issue. Once assessed, we may replace the item at no additional cost or provide a refund.

Can I change or cancel my order?

Please contact us as soon as possible. We will try to help before your order is processed or dispatched, but changes and cancellations cannot be guaranteed once fulfilment has begun.

How should I use and care for my product?

Please follow the instructions supplied with the product, clean it as directed and discontinue use if irritation or discomfort occurs. Products are intended for adults of legal age.

How can I contact Behind Velvet Doors?

Email concierge@behindvelvetdoors.com.au with your question or order number, and our customer support team will assist you.