Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at admin@sexyemporium.com

Cancelling or Changing an 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.

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.

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.

My Account

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

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.

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

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.

Payment Options

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.

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.

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.

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

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.

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.

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.

Privacy And Security

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.

Yes. Please check our Privacy Policy HERE.

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.

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

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.

Returns

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 .

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.

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

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.

Shipping And Delivery

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

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.

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).

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.

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.

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.

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.

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.

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

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.

For UK customers our website currently posts by Royal Mail 48 Tracked for free by default. 

You will have the option at the checkout to upgrade the delivery speed to Royal Mail 24 Tracked, which aims to deliver next day. 

Additionally, you can select Royal Mail Special Delivery by 1PM Guaranteed, which is guaranteed to be delivered the next working day by 1pm. 

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.

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 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.