Return & Refund Policy
Due to the special and intimate nature of adult products, we are unable to accept returns or issue refunds once the product has been opened, used, or delivered, except in cases of confirmed product defects.
Please carefully review the following policy before submitting a return or refund request:
1. Non-Returnable Items
For hygiene and safety reasons, adult products cannot be returned or refunded once delivered, including but not limited to:
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Opened or used items
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Items with damaged or incomplete packaging
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Personal or intimate products
Personal reasons, including preferences or changes in taste, are not valid grounds for requesting a refund
This policy is strictly enforced to protect the health and safety of all customers.
2. Exceptions – Contact Us Within 7 Days
If you receive your order and:
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The product is unused
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The original packaging is intact
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You contact us within 7 days of delivery
Please reach out to our customer service team first. We will review your case and provide assistance where possible.
⚠️ Please note: Approval is subject to inspection and confirmation.
3. Order Cancellation (Before Shipment)
If you wish to cancel your order due to change of mind / no longer wanting the product, please submit your cancellation request before the order has been shipped.
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Refunds will be processed according to our refund policy
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A processing fee may apply depending on order status
Once an order has been shipped, cancellation or refund due to personal preference is not supported.
4. Defective or Damaged Products
If the product is not working or damaged upon arrival, please contact us and provide:
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Clear photos or a video demonstrating the issue
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Proof of charging or correct usage (if applicable)
Once the issue is verified by our team, we will offer:
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Troubleshooting assistance, or
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One-time replacement shipment (limited to once per order)
⚠️ Replacements are only provided after verification. Refunds are not applicable in this case.
5. Delivered but Not Received
If tracking information shows the package as “Delivered” but you did not receive it:
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Please check with neighbors, mailbox, front/back porch, or building management
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Contact the local carrier in the destination country using the international tracking number to file an inquiry or claim
We will actively cooperate by providing carrier details and delivery confirmation when required.
⚠️ Please note:
Logistics issues after confirmed delivery are not considered valid reasons for refunds.
6. Other Situations
For any other issues not listed above, please contact us via email or online support. We are committed to assisting you and will always do our best to find a reasonable solution.
Contact Us
If you have any questions regarding returns or refunds, please contact our customer service team before taking any action.
Thank you for your understanding and support.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at service@dildosstore.co.uk If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at service@dildosstore.co.uk .
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like sex doll (product damage can be returned), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Disclaimer:
All product measurements are taken manually, and there may be a slight difference of 1-3 cm (0.4-1.2 in) due to manual measurement.
Due to differences in screen resolution, lighting conditions, and display settings across various devices, the actual color and details of the product may vary slightly.
We strive to provide the most accurate representation, but slight variations may occur.
If you are unsure about the size or details, please feel free to contact us before purchasing for more information.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Order Cancellation & Processing Fee Policy
We understand that circumstances may change and customers may need to cancel orders. To maintain service efficiency and cover operational costs, please refer to the following policy:
🔹 Voluntary Cancellation (Order Processing Started: picking, packing, etc.)
If you request to cancel an order that has already entered processing, a 20% service fee will be deducted from your refund. This fee covers labor, logistics coordination, inventory reservation, and administrative work.
🔹 Cancellation due to external reasons (e.g. address error, payment failure, out of stock)
If the cancellation is caused by reasons beyond your control, a 10% service fee will be deducted from your refund to cover transaction handling, platform fees, and support costs.
🔹 Orders Already Shipped
Orders that have been shipped cannot be canceled. If you wish to return a product, please refer to our Return Policy.