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Customer Help

Our happiness team is always here to assist.

Common purchase queries answered

Orders and Shipping

All orders that come in before 4pm on  a weekday in the UK will be dispatched that day.

We have a range of shipping options, from next day to slow and patient Royal Mail 2nd class. You can pick those at checkout.

Always. We ship all orders in a reassuringly boring manner. Whether you care or not, we don’t believe it’s our place to let your delivery courier know what you like to do in the privacy of your own home!

Always discreet.

We can ship worldwide with very few exceptions. If you want to double check, you can drop us an email or drop a message on the chat. US, UK, Australia, Europe and more.

Want to change your shipping address? No sweat, drop us an email to hello@buysextoysonline.co.uk with your order number and we can get on top of that, or just leave a message with that info in the webchat. Even if we aren’t around we will pick it up and action it.

If you have chosen tracked shipping, such as DPD, we will send you a tracking number the next working day after your order for you to track it via DPD’s tracking portal. 

We never actually receive your credit/debit card information. As a small business it’s easier for us to simply plug into a Visa/Mastercard payment provider and they handle the moment of purchase. This ensures you are only sending information via a financially regulated and licensed payment portal who encrypt your information. 

We are then provided with an indication if your payment was successful or not, and your order information such as product, shipping address etc.

At this stage we are not VAT registered in the UK so do not charge VAT. We will however in the future be liable to include 20% VAT into the sales price. This will not be added after the product page though. The price you see is the price you pay

You can do this at checkout just by ticking the box where it asks if you want an account. You can use this as a way to stay on top of historic orders and reward points.

If you need to swap an item

Returns and Exchanges

If items are unused, in their original undamaged, resellable packaging then we can arrange a return where product fault is not an issue. 

Where it is a case of change of mind we simply ask you cover the shipping costs that we as a business have incurred from the original order. This is deducted from the refund amount. Alternatively if you would prefer a credit note to use at a later point with us, we would not deduct shipping.

You are free to pick either option.

NB: With regard to the shipping cost – This is a cost we have to cover and ask you to respect that we shouldn’t as a business have to foot the bill for those who have simply decided to change their mind. 

If the item is faulty we will initially provide a solution to the problem as is our statutory duty, which would require us to look at the product first to identify the next steps. If not able to be fixed, we would then swap this for an equivalent or more valuable product if the original is no longer available.

Alternatively you may wish for a credit note to use at a later point.

If you have received the wrong item then we apologise for the inconvenience, so let’s get you sorted out quick time. In the first instance, you can drop us an email to hello@buysextoysonline.co.uk or give us a call on the number listed at the top of the page. 

We will arrange a collection and at the same time, possibly with another courier though, a delivery of the correct item. 

If your order has arrived damaged, in the first instance if you can take photos of the packaging, delivery envelope and anything you can about the order so we can try to understand what has happened. 
If the courier is still there, please ask the courier to take a photo too. Please then drop us a message via email and we will come back to you during weekday working hours to resolve this matter.

If you have a return to send back and you do not require a collection instead, we can advise you send to:

BSTO – Unit 33a
Joseph Wilson Indsutrial Estate,
Millstrood Road,
Whitstable,
Kent,
CT5 3PU

We can assist you via email, telephone, or webchat on the support. We are available Monday to Friday 9 am to 5:30 pm. We do still pick up emails outside of these hours and work to reply to them where we can. 

If we can see it’s urgent and it’s a Sunday, it won’t go unnoticed.

If you have entered an incorrect shipping address, don’t worry we can update this for you before the item sends and the quickest way to do that is either via email or on the webchat. For those orders which have gone via a tracked service, we can update them too. However it may put them back a day as it may be a delivery route handled by a different driver. That is out of anyone’s hands as you can imagine.

There is often time between an order and send out, so dorp us a message on the chat and let’s see if we can get it updated. Worse case scenario, send it back and we will get it swapped over.

If it’s temporarily out of stock, never fear, we can hunt it down for you and put one to one side if possible.

What to do? Drop us a chat on the webchat.

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