FAQ's

Delivery & Billing

Your privacy is important to us. Hence your purchase will be discreetly packaged in a plain box or bag. 

The return address on your parcel will show 'Phlump Ltd'. The address does not include 'sextoy-outlet'.

We do not currently ship outside the UK. However, if you have an order worth £100 or more and you want it shipped outside the UK, please contact us for a shipping price. 

Your credit or debit card statement will show a charge to 'Phlump Ltd'.

If you do not take delivery of your items from Royal Mail, they may ask you to collect from their depot where your items will be kept in line with Royal Mail timescales, before being returned to us. DPD will contact you by text or email to notify you of a delivery time and date. If this is not convenient for you, you have the option to change it. DPD will attempt delivery 3 times - if they are unsuccessful after the 3rd attempt, the parcel is returned back to us.

You must notify us if your order is not delivered within 10 days. We will investigate your claim and if we are satisfied that you not receiving your order is attributable to us, we will issue a full refund.  

Items returned to us do not automatically trigger a refund and may be outside our returns policy timeframe if and when they are returned. If your order is returned to us by Royal Mail/DPD, you may not be entitled to a refund. If we decide that a refund is applicable or you request that your order be dispatched again you will be liable for all delivery costs that relate to the order.  


Please note that we do not accept responsibility for parcels not collected or delivered, as instructed by Royal Mail/DPD, or for parcels signed for by a third party. We may refuse to make future deliveries to addresses that are considered to be insecure.  

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Discount codes may not be used on sale items or in conjunction with other offers. If you think your code should have been valid please contact customer service with the code used.

Toys

Try new batteries - always remove batteries when your toy is not in use. Some toys will drain batteries if you leave them in while not in use, so always take batteries out when your toy is not in use. Have you put in the right type of batteries? Double-check that you put the batteries in the right way round.Check the battery compartment - some toys come with the batteries already fitted. Remove the small paper disc in the battery.Check the batteries aren’t sealed in plastic? If your toy is rechargeable - make sure you have charged your toy for long enough.We do not recommend the use of rechargeable batteries in any of our toys – they can be slightly bigger and may cause issues when closing the battery compartment.Check the battery cap is screwed on tightly.

Most rubber, PVC or vinyl toys can smell very strongly due to the nature of the materials - it should gradually fade if washed regularly with warm water and toy cleaner. 

Take a look at our guides to help you choose your first sex toy. We have a general sex toy guide, a guide for vibratorsdildo'sanal sex toysbondage and lube.

Returns & Refunds

We understand that you may occasionally need to return something, so our RETURNS ARE FREE!* If you’ve changed your mind, simply return using our free service. Please ensure that items are returned within 28 days of purchase unused with the original delivery note, tags and packaging undamaged and intact. 
 
As well as Free Returns your purchase is guaranteed for 1 year! Just create an account with a valid email address to qualify. If anything goes wrong with your product, we'll send you a replacement for up to a year after purchase. 
Not registered with Sex Toy Outlet? Create an account here -  it's quick and easy.

No, eligible returns are free. However, delivery charges will not be refunded unless the goods are faulty.

If you have followed the returns process  correctly and are eligible for a refund, we will endeavour to process your return within 14 days. This may take longer during busy periods such as Christmas or sales. Delivery charges will not be refunded unless the goods are faulty.
 

Contact Us

If you can't find the answer you are looking for you can contact us directly.

You can contact us 24 hours a day 365 days a year: 
Via the live chat  
Via our website enquiry form  
By emailing customer services at info@sextoy-outlet.com

See more about us here and follow us on social media. Or, why not open an account by registering and receive exclusive offers, news and deals.