Discreet Packaging

100% Discreet Packaging

Free Delivery

FREE DELIVERY ON ALL UK ORDERS

Same Day Dispatch

100% Tracked Door to Door

No-Fuss 30 Day Returns

No Hassle 30 Day Returns

FAQs

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Need help with anything at Sexy Emporium? Read our FAQs on topics from delivery and order status to privacy and discreet packaging.

FAQs About Shipping And Delivery

Do You Use Discreet Packaging?

YES. We only use discreet packaging for all shipments. Please do not worry about anyone finding out about what is inside the parcel!

When will you dispatch my order?

All orders placed before 4pm will be dispatched the same day, Monday to Friday. If you order after 4pm & we will dispatch the next working day. (This does not include weekends & bank holidays).

When will I receive my order?

Most orders are delivered within 1-3 working days depending on the delivery option chosen at the checkout. Please check our dedicated delivery page for more information HERE.

Can I choose the delivery time & date?

Unfortunately, it is not possible to select a specific delivery date or time. Most orders will be given a 2-3 hour time slot and a specific delivery date once the order has been shipped, and you will receive updates throughout the delivery process.

Can I track my order?

Yes on almost all orders. We offer delivery services which track the order if the item is a parcel. Some smaller items, such as lingerie and bullet vibrators are dispatched by default on Royal Mail 48, which is not fully tracked, but it will be scanned at your door when delivery has been attempted. We use the delivery company Royal Mail. A tracking number is assigned when we dispatch your order. You will be notified via email with your tracking number and how to track your item.

Do you deliver on bank holidays and weekends?

Currently our couriers do not deliver on Bank Holidays, so any orders placed just before or on this date will be delayed for one day. Our couriers do deliver on weekends, but this isn't guaranteed, and if it is not delivered on the Saturday, Monday will be the next available delivery date. For more information, please check our dedicated information page HERE.

What happens if I am not in when my order arrives?

If you are not in when delivery is attempted the courier will leave you a card with information about where your parcel is and what you can do next. You will usually have the option to collect the parcel at your local sorting office, or you can rearrange delivery at a date that is convenient to you. If you do not collect the parcel after 18 days, it will be returned to us. In this situation we will charge postage costs for redelivery.

Can I get my order sent to a collection point?

Currently we cannot offer this service through our website, however we are working to add this feature in the near future.

Can I collect an order?

If you would like to collect an order from our warehouse or retail premises, both located in Hanley, Stoke-on-Trent, Staffordshire, ST1, you are able to do so. We allow collections between 10am and 5:30pm, Monday to Friday, however we request that you notify us in advance if you would like a specific item that you have seen online. You are able to find most of our items in store in Discretion, 7-11 Hope Street, Hanley, Stoke-on-Trent, Staffordshire, ST1 5BT, but we cannot guarantee all items will be available. If you can contact us HERE with information about the item you would like and when you would like to collect it, we can ensure that the item is ready for you. You are able to pay in store with cash or card, or you can purchase online and we can hold the order ready for collection. Please contact us in advance to ensure everything is ready for you in advance.

What shipping options do you have?

We are working to add more delivery options to our website in due course. For UK customers our website currently only handles Royal Mail 48 Tracked, certain orders will be upgraded to Royal Mail 24 Tracked if the order value is above £50.

For international customers we currently offer Royal Mail International Tracked & Signed if your country allows this service, alternatively it will either be Royal Mail International Tracked, or Royal Mail International Signed, depending on the destination.

For more information please check our dedicated page HERE.

Do you ship internationally?

Yes we provide worldwide shipping with the Royal Mail, depending on the product. You will find we ship sex toys to all countries we're legally allowed to ship to, we also have products that do particularly well in certain geographic locations, such as Europe and the Middle East. If you would like us to ship a product to the USA, you will find that you cannot select your country at the checkout. This is due to a large increase in the shipping costs to the USA, as well as customers being asked to pay additional import charges. If you would like us to ship to the USA you will need to contact us HERE beforehand and we can arrange this service with you directly.

My Order Has Not Arrived?!

If you requested our standard postage service at the checkout, which is Royal Mail 48 (RM48), this service aims to deliver within 2-3 days but can take up to 5 depending on postal delays/location. As a rule, please contact us on the 5th day of the item not being received, we will then work to get a more definite idea of the location and to provide an updated delivery estimate.

For guaranteed and express delivery services, such as Royal Mail 24 (RM24) and Special Delivery by 1PM Guaranteed, if you have not received these the next day after the parcel was dispatched, please contact us immediately and we will locate the parcel to provide more up to date information.

My Order is Incorrect, Faulty or Not As Described

We apologise profusely for any mistakes, faulty goods or not as described items. We work hard to make our warehouse and listings as accurate as possible, to avoid any incorrect items being dispatched and to provide as much information as possible on our adverts. We also test all electronic products before they can go into stock, all of this is to streamline our process as much as possible.

On the odd occasion some human errors occur, and we will work quickly to resolve the problem for you. Please contact us as soon as possible HERE for a quick resolution.

If the item is incorrect or has a fault, you may be asked to provide us with a picture, we will then work to either have the goods returned to us or we will dispatch a replacement immediately.

If you feel the product is not accurately described, please let us know why! We take all constructive feedback like this very well and would love to resolve any problems on adverts that may have been missed.

FAQs About Privacy And Security

Is it safe to order from you?

It is safe to shop with your credit or debit card. We use well known payment providers who encrypt your data when making an order. We do not store your credit/debit card details.

We follow data protection laws which means we keep your name, address and any other information you give us secure. We do not share any customer information.

Do you have a Privacy Policy

Yes. Please check our Privacy Policy HERE.

How secure is my information when I place an order?

Information given to us is scrambled by our server and payment providers before it is sent over the Internet. Data is encrypted when transferred. We do not under any circumstances sell or share your data with third parties.

We will only use data for marketing purposes from our own site if you have given us permission. For example, we will email offers when you sign up if you have given us permission.

How will the transaction show on my bank statement

We understand that privacy is important to our customers, so your transaction will show as "SBD Holdings Ltd" on your bank statement and PayPal.

I received a fraud alert email from you. What should I do?

Our payment provider flagged your order as a potential fraud alert. This might be due to various reasons like billing address not matching the shipping address. Please follow the information on the email so we can verify with you that your order is legitimate to make sure our customers are protected from fraud. You can email us or call us if you are still unsure about what to do.

FAQs About Cancelling or Changing An Order

I changed my mind. Can I cancel my order?

Please only place your order with us when you're completely committed to it. Due to the large amount of orders we receive each day, we are required to dispatch and fulfil orders very quickly to stay on time. As a result, it may not be possible to cancel your order once it is in the process of being picked and packed, and certainly not if it has already been packed and is waiting for collection. If you would like to request a cancellation, please contact us HERE as soon as possible and we will provide an update as to whether or not we were able to cancel the order.

Can I change my order?

Please ensure you have selected the correct items before checkout. Due to the large amount of orders we receive each day, we are required to dispatch and fulfil orders very quickly to stay on time. As a result, it may not be possible to change your order once it is in the process of being picked and packed, and certainly not if it has already been packed and is waiting for collection. If you would like to request a change to your order, please contact us HERE as soon as possible and we will provide an update as to whether or not we were able to change your order.

Can I Change My Delivery Address Once The Order Has Been Placed?

Please ensure you checkout with the correct delivery information to avoid any issues. We cannot guarantee that we will be able to update the information, but if you contact us quickly after placing the order, we may be able to make the required changes. Please contact us HERE and we will notify you if we can or cannot make the changes.

FAQs About Payment Options

What payment options are available?

We are working to add more payment options as quickly as possible.

To process your orders quickly and securely, we only accept payments through PayPal. PayPal accepts payments from all major credit cards, as well as debit cards and bank accounts. You can use Visa, Mastercard, Discover and American Express cards to pay us using your PayPal account.

All payments are processed using PayPal who use internationally recognised systems to protect your data.

What if I want to pay over the telephone?

We can accept orders over the telephone, to arrange this please contact us on 01782 206 996. This isn't a primary way we accept payments at this time, and we are working to add it is a dedicated payment method in the future. This being said, we are able to arrange this service if you cannot use PayPal. Alternatively, you can contact us HERE and we will email you information as to how you can pay over the telephone.

I don't have a PayPal account. Can I still pay with PayPal?

Yes. PayPal is a payment gateway and can take a debit or credit card as payment without requiring a PayPal account. Simply select PayPal as the payment method and pay without registering a PayPal account.

Can I pay in monthly instalments?

No, but we are working to add this as a feature to our website in due course.

What If I Place The Order Without Payment?

Sexy Emporium will only process the order upon successful payment. If the payment is delayed, we cannot guarantee it will be available once the payment has been complete.

What Currency Can I Use?

You will be invoiced in the currency shown on the site that you have placed your order. This may be converted on your statement into your local currency, if different to the currency on the site. Additionally, you may be able to select the currency you wish to use through PayPal when you are at the checkout, if you have other currencies available in your PayPal account at that time. For further information, please contact your bank directly before placing your order.

Will I Be Charged Customs And Import Charges?

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel (this also includes retail and wholesale customers).

Unfortunately, we are not able to provide specific information about import charges as these can vary from country to country.

Please contact your local customs office for current charges before you place your order.

FAQs About Returning An Order

Can I return an order I have received?

For dedicated information please refer to our Returns Policy HERE. We cannot accept returns on used or opened items as we cannot ensure the product is sterile and safe once it is returned. As a result, you product will arrive sealed and can be inspected before it is opened. Once the seal has been broken and the item removed, it cannot be returned. We happily accept all returns for sealed items. To arrange this service please contact us HERE.

Can I exchange an order I have received?

For dedicated information please refer to our Exchange Policy HERE. We cannot accept exchanges on used or opened items as we cannot ensure the product is sterile and safe once it is returned. As a result, you product will arrive sealed and can be inspected before it is opened. Once the seal has been broken and the item removed, it cannot be exchanged. We happily accept all exchanges for sealed items. To arrange this service please contact us HERE.

I cancelled an order. How long do I have to wait for the refund?

Please allow a maximum of 48 hours for the refund to arrive back into your account. If you have not received your refund after 48 hours, please contact us directly HERE.

I returned an order. How long do I have to wait for the refund?

Please allow a maximum of 48 hours for the refund to arrive back into your account. If you have not received your refund after 48 hours, please contact us directly HERE.

FAQs About My Account

How do I login to my account?

Go to the top right corner and look for the "Sign In" button. Click on “Sign in” and enter the email address and password you used while creating the account. Click HERE for the direct page.

I forgot my password. How can I access my account?

There is a "Forgot Your Password?" button on our login page. Once you click it you will be asked to enter the email address for the account you want to log into. After clicking "Reset My Password" you will receive an email with all the information you need to update your password.

I don't have an account. Can I make one?

Yes. Please click here to make an account: HERE.

I don't want to make an account on your website. Do I need to make an account?

You do not need to create an account to order from us. You can order as a guest and your order will be confirmed via email. Having an account allows you to see your orders and the order status which is helpful.

Encrypted Payments

We process all payments through PayPal to ensure maximum security throughout the order process.

Discreet Packing

Your order is guaranteed to reach you in discreet packaging.

30-Day No-Fuss Returns

We accept items for a return, refund or exchange up to 30 days after you have received the item.

Brands that defines quality 

Our Brands

Discreet Packaging

100% Discreet Packaging

Free Delivery

FREE DELIVERY ON ALL UK ORDERS

Same Day Dispatch

100% Tracked Door to Door

No-Fuss 30 Day Returns

No Hassle 30 Day Returns