Customer Service
Ordering
- How do I place an order online?
Ordering is easy and convenient! Simply select your favorite items and add them to your shopping basket. Once you have entered your shipping address, the shipping total will appear and your payment will be processed on confirming your order. Payment is processed through PayPal.
Do your prices include VAT?
Yes, all our prices include VAT.
Can I place orders by phone?
We can unfortunately only accept orders online.
Can you put a "rush" on my order?
If you need your items before the normal processing and shipping time, please tell a customer representative via our live online chat module on our website during regular business hours Monday through Friday 10AM to 6PM. We will do everything we can to accommodate your request.
What are my payment options?
Orders can be placed using PayPal, Visa, MasterCard, American Express or Discover Cards.
Shipping & Delivery
- When will my product be shipped?
We understand that getting your items fast is important to you, so we make every effort to process your order quickly. Goods that are in stock are despatched within 48 hours, most often the next working day. You will receive an email when goods are sent out. If for any reason we are out of stock, we would expect to despatch your order in about 10 days but realistically this is much sooner. If there is a manufacturing delay with any product, you will be notified by email as soon as we are aware.
How will my product be shipped?
- We use Royal Mail First Class Recorded Delivery and Parcel Force courier. Goods will not be left on the door step or with neighbours, ensuring a fully discreet service with guaranteed confidentiality.
- All products are shipped discreetly in a brown box with absolutely no indication as to the contents.
- For European deliveries, goods are despatched by Royal Mail Airsure Recorded delivery if the parcel weighs less than 2kg. Over this weight, packages are sent via Business Post International
Do you ship internationally?
Yes, we ship to Albania, Andorra, Armenia, Austria, Azerbaijan, Azores, Balearic Islands, Belarus, Belgium, Bosnia, Bulgaria, Canary Islands, Corsica, Croatia, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Greenland, Hungary, Iceland, Italy, Kazakhstan,Kyrgystan, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Madeira, Malta, Moldova, Monaco, The Netherlands, Norway, Poland, Portugal, Romania, Russia, San Marino, Slovakia, Slovenia, Southern Ireland, Spain, Spitzbergan, Sweden, Switzerland, Turkey, Ukraine and Uzbekistan.
How is shipping calculated?
Shipping is calculated during checkout. For international orders, delivery charges are based on weight. Here is a breakdown of delivery costs:
UK Delivery Costs:
- FREE when you spend over £35
- £2.95 for orders under £35European Delivery Costs:
- Orders weighing less than 500 g: £6
- Orders weighing between 500 g and 1 kilo: £9.
- Orders weighing between 1 and 2 kilo: £10
- Orders weighing over 2 kilo: £15
Will the items on my order ship together or separately?
In almost all cases, items are shipped together.
What if I'm not home when the product is delivered?
UK addresses
-Royal Mail: If you are not in when your parcel arrives, Royal Mail will hold the package at their local depot for 7 days enabling you to pick it up. After those 7 days, the parcel returns to us. There is a redelivery charge of £3 to dispatch your package back out.
-Parcel Force: If you are not in when your parcel arrives, the package will be kept at a local depot for 5 days, giving you the opportunity to pick it up. After 5 days the parcel then returns to us and we will unfortunately have to charge you £3 for resending the product to you.
Southern Ireland
Goods are despatched by Royal Mail Airsure Recorded delivery if the parcel weighs less than 2kg. Over 2kg, goods are sent via Business Post International and International shipping rates apply. If you fail to pick up your package, a redelivery charge of £6 applies to dispatch your order back out to you.
Europe
Goods are despatched by Royal Mail Airsure Recorded delivery if the parcel weighs less than 2kg. Over this weight goods are sent via Business Post International.
If a customers fails to pick up their package, a redelivery charge of £6 applies to dispatch the order back out to them.
Rest of World
Goods are despatched by Royal Mail Airsure Recorded delivery if the parcel weighs less than 2kg. Over this weight then goods are sent via Business Post International.
BFPO (British Forces Post Office)
Goods are despatched by Royal Mail Recorded delivery. All BFPO parcels are delivered to a central office in London and then distributed overseas by the Army. Returns & Replacements
- How can I make changes to my order or cancel it?
Please verify your order confirmation immediately upon receipt to verify the details of your order. You may make changes or cancel your order as long as the order is not in processing. We strongly suggest you use our live online chat to talk to a customer care representative. Alternatively, send us an email as soon as possible with changes or cancellations so we can accommodate your request without any additional charges. If an order is in processing, no changes can be made. If you cancel your order after delivery, the delivery charge will unfortunately not be refunded.
I've received a faulty or damaged item. What do I do?
Please inspect all items carefully when you receive your order. If there is any damage, please use our live online chat to notify us at your earliest convenience, but no later than 14 days after the package was delivered. Alternatively, send an email to customerservice@sextoyseden.com as soon as possible. Keep the original box, packaging materials, as well as any paperwork that came in the box.
After contacting us, please return the item back to:
Artuand Ltd.
PO BOX 228
Hitchin
Herts
SG4 0WW
England
United Kingdom
When the item you received was faulty or damaged, there is no charge whatsoever for sending a new item back to you.
The product is not to my satisfaction. May I return it?
Of course. European Consumer Protection (Distance Selling) Regulations 2000 states that you have the right to cancel an order without giving a reason within 7 days. Here at Sex Toys Eden we gladly extend that period by another 7 days. You may return a product within 14 days after receipt, provided that the product is unused and in its original condition & packaging. You may return lingerie & items of clothing but please keep your own knickers on when trying them on. We cannot accept returns of lubricants, creams, bath salts/oils, massage oils or condoms if they have been opened and/or are not faulty. Our return address is: Artuand Ltd., PO BOX 228, Hitchin Herts, SG4 0WW, England, UK. You do not need to return your item by recorded post, but please obtain a certificate of posting.
How long before I receive my refund?
After we receive your package and inspect the items, you will receive an email confirming credit total. As all payments are processed through Paypal, you receive an email from Paypal the moment we have refunded your money. This is usually within 7 days of the order cancellation.
Privacy & Security
- How do you use my contact information?
We request your email address so that we can email you an order confirmation. We request your phone number to contact you in case we need to give you an order update. Rest assured, we will never sell your contact information to anybody.
Are online transactions on your site secure?
Yes they are. In fact, we have teamed up with PayPal, world leader in online payments. Whenever you purchase something on www.sextoyseden.com, your credit card payment is fully processed by PayPal. This means that we have no access to your credit card number or other payment information. All sensitive information that you enter, is encrypted by PayPal, so that nobody else can access those data. In order to protect credit card information, PayPal’s servers where sensitive information is stored, are not directly connected to the Internet.
In addition, our website is secured with a digital certificate that validates our identity as well as guarantees secure e-commerce transactions.
