FAQ Help Center
To ensure you have a more secure and smooth shopping experience, we have compiled this detailed FAQ guide, combining industry standards with answers to your potential concerns.
Help Center
Frequently asked questions
Ordering & Payment
We accept a variety of major payment methods, including credit cards (Visa, MasterCard, American Express), debit cards, and Paylpal . We solemnly promise that all payment transactions are strictly processed with SSL encryption technology to ensure the security of your financial and personal information.
Yes, all products on this website are intended for adults aged 18 and over only. Therefore, upon your first visit, a pop-up window will appear asking you to confirm that you have reached the legal age.
If your order has not yet been shipped, you can usually cancel it. Please contact our customer service team as soon as possible with your order number. If the order has already been packed or dispatched, it cannot be intercepted or canceled, and you may need to follow the return process instead.
Privacy & Shipping
We take your privacy very seriously. All your personal information is treated with the strictest confidentiality and is primarily used for order processing and shipping. We promise never to share or sell your data with any unrelated third parties.
Yes, it is absolutely discreet. We use 100% discreet packaging. All orders are packed in plain, unmarked boxes or opaque shipping bags without any brand or product information. The shipping label will not contain any sensitive words related to the product; it will typically be marked as “Daily Supplies” or “Gift,” and the sender’s information will only show our company name.
Shipping Fee: The cost depends on your shipping address and the delivery method you choose (e.g., standard, express). The final shipping fee will be automatically calculated and displayed at checkout. We also offer free shipping promotions from time to time.
Delivery Area: We currently primarily deliver to [Please fill in the country/region here]. For international shipping, please contact our customer service to confirm if your location is within our delivery range.
After you place your order, we typically process and ship it within 1 business days. Typically, using DHL air shipping, the package will arrive in the UK within 24 hours.For the specific delivery time to your country, please refer to the shipping policy.
Yes, you can. Once your order is shipped, we will immediately send you a tracking number via email. You can click the link in the email or visit the corresponding courier’s website and enter the tracking number to check the real-time status of your package.
The courier will usually try to contact you by phone first. Depending on the courier’s policy, they may leave the package at a designated collection point or attempt redelivery the next day. We recommend keeping your phone on and paying attention to tracking updates.
First, please check the latest logistics status of your order using the tracking number. If the tracking information has not been updated for a long time or the estimated delivery time has passed, please contact our customer service team immediately. We will assist you in communicating with the courier to resolve the issue as quickly as possible.
Returns, Exchanges & Refunds
In accordance with EU consumer protection regulations, you have 14 calendar days from the day you receive your item to request a return for any reason. For issues such as damaged, defective, or incorrect items, we recommend contacting us within 5 days of receiving the package so we can resolve the issue for you as quickly as possible.
It depends on the reason for the return:
For personal reasons (e.g., you changed your mind or simply don’t like the item), you will be responsible for the shipping costs to return the item to us.
Due to our error (e.g., the item is damaged, defective, or incorrect), we will cover all related shipping costs, including the cost of you sending the item back.
This is for the health and hygiene safety of all our customers. Due to their intimate nature, once these products are sold (especially if the safety seal is broken), we cannot guarantee they haven’t been used and therefore cannot resell them. This is a standard industry practice to protect every consumer’s well-being.
It means the item must be in the exact same condition as when you received it. Specifically:
The product’s individual box/bag has not been opened.
The factory safety seal (if any) must be intact.
The product itself must show no signs of use, wear, or stains.
All accessories, manuals, and tags must be included and complete.
Yes, you can. Our main concern is that the product’s own original packaging is intact. You can use any sturdy shipping box or bag to send the item back to us safely, as long as it ensures the product will not be damaged during transit.
The refund process has two steps:
Our processing time: After we receive and inspect the returned item, we will process your refund within 7 business days.
Bank/Payment provider processing time: Once the refund is issued, the time it takes to appear in your account depends on your bank or payment provider’s (e.g., credit card company, PayPal) processing speed. This may take several additional business days. Therefore, the entire cycle, from us receiving the return to you seeing the refund, could take up to 30 days.
Currently, the fastest way to handle this is to ” refund first, then repurchase.” You can first return the unwanted item following the standard return procedure to get a refund, and then place a new order for the item you’d like instead. This ensures you receive your new product more quickly.
If you are returning an item for personal reasons, you are responsible for the package’s safety during transit. Therefore, we strongly recommend using a trackable shipping service and keeping your proof of shipment. If the package is unfortunately lost, you will need to contact your chosen shipping carrier to file a claim. If the return is due to our error and we arranged or paid for the shipping, we will assume the responsibility.
Product Use & Care
All products sold on our website are made from body-safe materials, such as medical-grade silicone, ABS plastic, etc. Each product detail page provides clear information about the materials used. Please read it carefully before making a purchase.
Proper cleaning is key to ensuring hygiene and extending the life of your product. We strongly recommend washing your toys before and after each use with mild soap and water or a specialized toy cleaner, then rinsing thoroughly with clean water and letting them air dry.
If you have any questions about the product’s use, features, or cleaning and maintenance, please feel free to contact our customer service team. We are more than happy to provide you with professional guidance and advice.