Support-7-FAQs
Why Has My Payment Declined?
There are many factors that can cause a payment to decline. To help ensure this doesn’t happen when you retry, please try the following:
Check the card details are correct; including the expiry, security code and billing address.
If you are using a form of payment such as Apple Pay or Google Pay, ensure your details are up to date.
Instead of selecting the billing address ‘same as shipping address’, please untick this option and try typing out the address.
Your bank has likely declined the payment. You may wish to call them to find out why.
Please note: You will NOT be charged unless you receive an order number. There may be times when your bank withholds the amount of your declined payment. If you see any pending transactions on your bank statement, please contact your bank to confirm when these funds will be released.
Why Has My Order Been Cancelled?
Fraudulent
To ensure your safety when shopping online, an order may be marked as fraudulent if you have entered the wrong shipping or payment details. To help ensure this doesn’t happen when you retry, check that the card details are correct, including the expiry, security code and billing address.
Stock Discrepancy
You will receive an email if your order has been cancelled due to a stock discrepancy. Please be sure to check your Inbox, Junk and Spam folders so we can find a fast resolution for you. If you have not received an email, please reach out to our Customer Service team via shopsuport2026@outlook.com.
How Do I Use My Promo Code?
The first step is the fun part; you get to go shopping! Choose the items that you desire and head to the checkout when you’re ready.
Redeeming Your Code On A Mobile
Before submitting any details at the checkout, tap ‘Show order summary’.
Underneath your pictured items, enter the code in the box that shows ‘Gift card or discount code’.
You may need to press ‘Go’ or ‘Enter’ on your mobile keypad. Once applied, you will see the discount code confirmed and your total will be recalculated.
Redeeming Your Code On A Desktop Computer
Before submitting any details at the checkout, look to the right-hand side of your screen.
Underneath your order summary, you will see a box that shows ‘Gift card or discount code’.
Enter your unique code and click ‘APPLY’. Once applied, you will see the discount code confirmed and your total will be recalculated.
Will My Order Be Packaged Discreetly?
All online orders are wrapped and placed in a nice bag. Your order is then placed in an unmarked shipping satchel with no logo or brand name for discreet and private delivery.
Please note: Due to legislation we are required to declare product details for Toys / Bondage on International Duty & Custom declarations. As always, we attempt to be as discreet as possible.
Can I Combine Separate Orders?
Due to the fast turn-around of our dispatch and deliveries, we are unable to combine orders placed separately.
How Much Is Delivery?
To view delivery information and pricing, please visit our Shipping policy here.
When Will My Items Be Shipped?
Delivery time frames will depend on your location, as well as the date and time of your order. To view delivery information and pricing, please visit our Shipping policy here.
Where Is My Order?
Once your order has shipped, you will receive an email notification with a tracking number. Be sure to keep an eye on your tracking number. If you wish to view the status and tracking of multiple orders, you can do this from your account login.
Please note:
Some orders may be shipped from multiple locations, and your items may be delivered on different days.
When an item is travelling overseas or across state borders, it may take a few days to update on your tracking.
If your expected delivery date has passed, please allow 1-3 business days for tracking updates to occur.
If your order is more than 3 days overdue, please contact the parcel carrier or our Customer Obsessive Team at shopsuport2026@outlook.com will be happy to investigate for you.
Items Missing From My Order
To ensure a speedy delivery service, we may have sent your items in separate packages. Not to worry, your other items shouldn’t be far behind! To check the tracking of items you’re waiting on, please look for email notifications in your inbox.
If you are unable to find another tracking number, feel free to contact us at shopsuport2026@outlook.com and we will be happy to assist.
An Item In My Order Appears To Be Damaged
We always do our best to ensure your goodies are packed and prepared carefully however we understand that damage may occur in transit, or otherwise. If you have an item that appears to be broken or faulty, we would love to help make things right.
Please reach out to our Customer Obsessive Team at shopsuport2026@outlook.com and be sure to include photos of the item(s). This will help us determine the probable cause and work on a speedy solution for you.
I Received The Wrong Item In My Order
We’re sorry to hear that you’ve received an incorrect item!
To help amend this issue, please reach out to our Customer Obsessive Team at shopsuport2026@outlook.com and be sure to include photos of the incorrect item(s). This will help us identify the mix up and find a fast resolution for you.
Can I Update My Order Once It Has Been Placed?
Unfortunately, we are unable to change, cancel or edit orders once they have been placed. Please follow our return process if your order is incorrect. Our returns information can be found here.
When Will I Receive My Pre-order Items?
We do our best to ensure that anticipated delivery dates on pre-order items are accurate. However, delivery times cannot be guaranteed.
What Is Your Returns Policy?
It’s okay to change your mind, however, due to the intimate nature of our items, some may not be eligible for return. To check which items can be returned, please visit our Returns Policy Page here.
How Do I Return An Item?
Please use the same email address that you used to purchase your order.
Once we receive your parcel, your return will be processed within 14 business days. Your items must meet the Terms and Conditions in our policy. Please allow additional processing time over sale / holiday periods.
Can I Return Underwear?
As per health and hygiene regulations, underwear MUST be tried over the top of your own.
To return or exchange any underwear, it must be returned in original condition; unworn, unwashed, and free from marks or stains. We recommend checking over the garment thoroughly and confirming with our Returns & Exchanges Policy here.
How Long Will My Return Take?
Keep the details of your tracking number so you can see when it arrives back to us.
Once it has arrived, your return will be processed within 14 business days, provided that the items meet the conditions of the Returns & Exchanges Policy. Please allow additional processing time over sale and holiday periods.
How Do I Know My Size?
Finding your perfect fit should feel effortless.
Explore our Size Guide for detailed measurements and international conversions here.
Because nothing beats a perfect fit, especially when it’s in lace.
After your exchange/refund has been processed, you will receive an email as confirmation.
How Should I Wash My Lingerie?
To keep your gorgeous new goodies in their best condition, we suggest gentle hand washing in cold water only. This helps to preserve shimmering foil, delicate lace or luxe trims.
A few extra tips for keeping your lingerie flawless:
- No harsh soaps or chemicals
- Avoid detergents with bleach or ‘oxy-action’
- Don’t rub, wring, or twist
- No ironing or dry cleaning
- Always line dry, preferably in the shade
- Store dark colors separately to avoid color transfer
How Do I Care For My Latex?
Your latex comes in a specially designed rubber-feel storage bag, lightly powdered to protect the finish. When not in use, keep your latex stored in this bag to prevent damage and preserve its shape and sheen.
Need to wipe your Latex down? Use a soft micro-fibre cloth. DO NOT use any chemicals on your Latex other than the recommended Dressing Aid and Shining Spray. Water won’t harm your latex, but make sure it’s completely dry before storing.
Tips For Dressing Into Your Latex
Remove all jewelries before handling, especially rings and bracelets.
Be generous with Dressing Aid. Pump a few sprays inside the garment before slipping in.
Apply Dressing Aid all over the legs and derrière. Even better, have a lover help you!
Use Shining Spray to achieve that glossy, liquid finish. Spray on matte areas and buff gently in circular motions.
Take your time! Enjoy the experience of dressing in your Latex. Rushing into them can result in tearing. Same applies for removal; roll them down slowly.
Any questions? Feel free to get in touch with our Customer Obsessive Team at shopsuport2026@outlook.com.