Frequently Asked Questions
Service & Support
FAQ — Frequently Asked Questions
Here you’ll find answers to questions before and after purchase: shipping, payment, order status, returns, privacy, and support.
Where is my order and how can I track delivery?
After shipment, we send you an email with a tracking number and a tracking link. If you didn’t receive the email, check your “Spam” folder and make sure your email address was entered correctly. If needed, contact support — we’ll quickly check the status.
I didn’t receive an order email. What should I do?
First, check “Spam/Promotions”. If the email is not there, there may have been a typo in your email address or the email may be delayed. Email us and include: your first/last name and the approximate order time — we’ll find your order and resend the information.
What payment methods are available?
We accept VISA, MasterCard, Maestro bank cards and online bank payments. All payments are processed via a secure SSL connection. The final amount is displayed before you confirm your order.
Is it safe to pay on the website?
Yes. Payments are processed via a secure connection (SSL). We do not store your card details — payment processing is handled by the payment provider. You always see the final total before confirming your order.
How long does delivery within Europe take?
Delivery time depends on the destination country and the selected shipping method. Current delivery times and costs are shown during checkout and listed on the “Shipping & Payment” page.
Can I change the address or details after placing the order?
If the order hasn’t been shipped yet, it’s usually possible. Contact us as soon as possible and provide the order number and the correct details. After the parcel is handed over to the carrier, changes may be unavailable or may require re-ordering.
Can I cancel my order?
If the order hasn’t been shipped yet, we’ll do our best to cancel it. Contact support and provide the order number. If the order has already been shipped, cancellation is only possible via return under the policy (after delivery).
Is the packaging discreet?
Yes. We ship orders in neutral packaging without logos or product-related wording. Customer data is treated as strictly confidential.
How do returns work?
You have the right to withdraw from the purchase within 14 days of receiving the goods in accordance with EU law. To return an item, you must send a notice to our email and return the goods within 14 days after notifying us.
In what condition must the return be?
The item must be unused, in the original packaging, and complete. Returns are not possible for intimate products with opened packaging for health and hygiene reasons.
How are refunds issued?
Refunds are issued to the same payment method within 5–14 banking days after we receive and inspect the returned item.
