Terms of Service

Last updated: 1 October 2026

These Terms apply to purchases made through velvetmuse.co.uk. Please read them before placing an order and retain a copy for your records.

Nothing in these Terms limits your statutory consumer rights.

1. About Velvet Muse

Velvet Muse is operated by:

Legal business name: MB Trading 
Trading name: Velvet Muse
Email: customerservice@velvetmuse.co.uk

Our online store is hosted by Shopify. Your purchase contract is with the business identified above.

2. Age and eligibility

Our website and adult products are intended for people aged 18 or over.

By placing an order, you confirm that you are at least 18, legally able to enter into a contract, and authorised to use your chosen payment method.

We may request reasonable age or payment verification where necessary. If we cannot accept an order, we will notify you and refund any payment taken.

3. Product information

Please review the product description, materials, dimensions, weight, selected options, availability and delivery information before ordering.

Product photographs may include styling, clothing, wigs or accessories that are not included unless expressly listed.

Screen settings, lighting and manufacturing processes may cause minor colour or appearance variations. These variations do not excuse goods that are materially different from their description, faulty or of unsatisfactory quality.

Any measurements described as approximate are estimates. They do not permit substantial differences from the advertised product.

4. Placing and accepting orders

You must provide accurate contact, billing and delivery details and check your order before submitting it.

An automated order acknowledgement confirms that we have received your order. It does not, by itself, constitute acceptance.

We accept your order when we send an email expressly confirming acceptance or dispatch the goods, whichever happens first. Taking payment alone does not constitute acceptance.

Before acceptance, we may decline an order for a genuine reason, such as unavailable stock, an obvious pricing error, failed payment verification or a delivery restriction. We will notify you and promptly refund any payment taken.

Once accepted, your order cannot be changed or cancelled by us merely because our costs have increased or we wish to change the price. Your statutory rights and any remedies for our failure to supply remain unaffected.

5. Prices and payment

The currency and total amount payable are shown at checkout. Prices include applicable taxes unless clearly stated otherwise.

Delivery charges and any optional charges will be disclosed before you place your order. Optional extras require your agreement.

Payment must be authorised through an available checkout payment method. Where a third-party finance or instalment provider is offered, its separate payment terms also apply without reducing your rights against Velvet Muse.

If we identify a pricing error before accepting your order, we will explain it and give you the choice to proceed at the correct price or cancel for a full refund. We will not charge an increased amount without your agreement.

6. Availability, pre-orders and personalised goods

Stock availability may change. If we cannot supply an ordered item, we will contact you. We will not substitute a materially different product without your agreement.

Pre-order products will be identified as such, with their expected delivery period disclosed before purchase.

Any genuinely personalised specifications must be agreed before production. Where a lawful cancellation exception applies, we will explain it before you order.

A product does not lose its normal cancellation rights merely because it is a pre-order or sourced from a supplier.

7. Delivery

Available destinations, delivery charges and expected delivery times are provided before purchase.

Unless we agree another delivery period with you, we will deliver within 30 days of accepting your order.

If delivery is delayed, we will inform you. Your legal rights concerning late delivery remain unaffected, including the right to cancel where the applicable legal conditions are met.

We remain responsible for the goods until they come into your physical possession, or that of a person you nominate to receive them, except where the law provides otherwise for a carrier independently commissioned by you.

A courier’s delivery record does not automatically remove our responsibility for a genuine non-delivery claim.

Please contact us promptly about missing or damaged deliveries so we can investigate.

8. International orders

We only accept orders for destinations supported at checkout.

Where import duties, taxes or clearance charges are payable separately by you, we will disclose this before purchase. Amounts may depend on your destination’s rules.

We will not knowingly fulfil orders that would breach applicable export or import restrictions. Mandatory consumer protections in your country remain unaffected.

9. Cancellations, returns and refunds

Our Returns & Refund Policy, available on this website, forms part of these Terms.

For eligible online purchases, you may cancel from the time you place your order until 14 days after the day you receive the goods. You then have a further 14 days to send them back after notifying us.

Qualifying intimate products supplied with a genuine hygiene seal may lose their change-of-mind cancellation right when that seal is broken after delivery. Opening the outer shipping carton alone does not automatically remove that right.

Genuinely personalised goods may also be exempt from change-of-mind cancellation where the law permits.

These exceptions do not affect your rights concerning faulty, damaged, incorrect or misdescribed goods.

Return costs, refund timing and applicable conditions are explained in our Returns & Refund Policy and disclosed before purchase where required.

10. Product care and safe use

Follow the manufacturer’s instructions for cleaning, storage, handling and use. Use products only for their intended purpose and keep adult products away from children.

Use cleaning products and accessories suitable for the product’s materials. Contact us before use if care instructions are missing or unclear.

Damage caused by misuse, accidental damage, unsuitable chemicals or failure to follow appropriate instructions may not qualify as a manufacturing defect. This does not exclude liability for an underlying fault or inadequate instructions.

Our products are not sold as medical devices or treatments.

11. Our responsibility to you

We are responsible for foreseeable loss or damage caused by our breach of these Terms or failure to exercise reasonable care and skill.

We do not exclude or restrict liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any liability or consumer right that cannot lawfully be excluded.

Products are supplied for personal use. We do not accept liability for business losses arising from their commercial use, including lost business profits or business opportunities.

12. Website use and intellectual property

You must not use the website for unlawful purposes, attempt unauthorised access, introduce malicious software or interfere with its operation.

Website content belongs to Velvet Muse or its licensors. You may view and save it for personal use, but may not commercially reproduce protected content without permission.

We may temporarily suspend website access for maintenance, security or technical reasons. This does not remove our obligations under orders already accepted.

13. Privacy

Our Privacy Policy explains how we collect and use personal information, including information needed to process payments, fulfil orders and respond to enquiries.

14. Complaints

Email customerservice@velvetmuse.co.uk with your order number and details of your complaint. We will investigate and respond as promptly as reasonably possible.

You retain your right to seek independent advice, use any available dispute-resolution process or bring court proceedings.

15. Changes to these Terms

We may update these Terms for future purchases. The version provided when you place your order applies to that order unless you expressly agree to a change.

If any provision is found unenforceable, the remaining provisions continue to apply where legally possible.

16. Governing law

These Terms are governed by the law of England and Wales.

If you live elsewhere, this does not remove mandatory consumer protections applicable to you or prevent you from bringing proceedings in the courts available to you under applicable law.