FAQ

PAYMENTS & GIFT CARDS

WHY HAS MY PAYMENT DECLINED?

There are various reasons why a payment might be declined. To ensure success upon retrying, please consider the following steps:
  • Verify that your card details are accurate, including the expiration date, security code, and billing address.
  • For users of payment methods like Apple Pay or Google Pay, ensure your information is current.
  • If the billing address differs from the shipping address, deselect the "same as shipping address" option and manually enter the correct billing address.
  • Contact your bank to investigate if they have declined the transaction. Note that you won't be charged unless you receive an order number. Your bank may temporarily hold the declined payment amount; in such cases, reach out to your bank to confirm when the funds will be released.

WHY HAS MY ORDER BEEN CANCELLED?

Fraudulent Activity:

An order may be flagged as fraudulent due to incorrect shipping or payment details. To prevent this, double-check that your card information is accurate, including the expiration date, security code, and billing address.

Stock Discrepancy:

If your order is canceled due to stock availability issues, you will receive an email notification. Kindly check your Inbox, Junk, or Spam folders for communication. For further assistance, contact our Customer Support team through our 24/7 live chat or by reaching out to us directly.

Purchasing a Gift Card:
  • Digital Gift Cards: Purchase digital gift cards by following the provided link, then proceed to checkout after filling in the necessary details. The digital gift card will be emailed to the recipient within 30 minutes of purchase.
  • Physical Gift Cards: Choose the desired amount and add physical gift cards to your cart. Follow the prompts to complete the purchase. Physical gift cards are delivered via post, so please plan accordingly for special occasions. Alternatively, physical gift cards can be obtained at any Honey Birdette Boutique; find your nearest location using our Store Locator Page.
  • Gift Card Returns: Please note that gift cards are considered final sale items and cannot be refunded for monetary value. Refer to the full Terms & Conditions for further details.

Shipping & Delivery

  • Discreet Packaging:

All online orders from Velvet Vixen are carefully wrapped for discretion. 

  • Combining Orders:

Due to our swift dispatch and delivery process, we are unable to combine orders placed separately.

  • Delivery Pricing:

For detailed delivery information and pricing, kindly refer to our Shipping Page.

  • Shipping Timeframes:

Delivery times vary based on your location and the timing of your order. 

  • Missing Items from Your Order:

If you're missing items from your order, don't worry! We may have sent them in separate packages for faster delivery. Keep an eye on your inbox for email notifications containing tracking information. If you require further assistance, feel free to chat with us.

  • Order Updates:

Once an order has been placed, we are unable to change the address, cancel, or edit it. Please refer to our return process if necessary. More information on returns can be found here.