Frequently Asked Questions

You should receive an order confirmation email after checkout. Check your inbox, spam, and promotions folders. If you cannot find it, contact us with the email address used at checkout.

Contact us as soon as possible. We will try to help, but changes or cancellations may not be possible once an order has entered processing, packing, dispatch, or courier handover.

Your Order ID is included in your confirmation email. If you created an account, you may also find it under My Account → Orders.

Yes. Orders are packed discreetly where possible, using plain or neutral packaging without unnecessary adult branding on the outside.

Use the Order Tracking page with your Order ID and billing email. Courier tracking may only activate after the first carrier scan.

Tracking can take time to update after dispatch. A label may be created before the courier scans the parcel. Check again later or contact us if the delay continues.

Check safe places, neighbours, reception desks, mailrooms, collection points, and courier delivery photos. If you still cannot find it, contact us with your order details.

Yes. Payments are handled through secure checkout systems and trusted payment providers where applicable. We do not knowingly store full card details on our website servers.

Payments may be declined due to bank checks, incorrect details, insufficient funds, authentication failure, fraud prevention, or payment provider restrictions.

Approved refunds are usually returned to the original payment method. Processing time depends on your bank, card provider, or payment processor.

Usually no. For hygiene reasons, opened, unsealed, used, tested, or handled intimate products cannot normally be returned unless confirmed faulty.

Opened adult toys, lubricants, cleaners, lingerie, underwear, personal care items, condoms, and hygiene-sensitive products usually cannot be returned once opened or unsealed.

Email love@oh-yes-toys.co.uk with your order number, product name, reason for return, and any photos or videos if relevant. Please wait for approval before sending anything back.

Contact us as soon as possible with your order number and clear photos or videos. Keep all packaging until we review the issue.

Eligible products usually include a standard 12-month warranty from delivery unless stated otherwise by the product page or manufacturer.

The warranty generally covers manufacturer defects under normal intended use. Misuse, impact damage, wear and tear, liquid damage beyond rating, and unauthorised repairs are not usually covered.

Email love@oh-yes-toys.co.uk with your order number, product name, issue description, and photos or videos showing the fault.

Yes. Oh Yes Toys is strictly for adults aged 18 or over. You must not use the website if you are under 18 or not legally allowed to access adult products.

The age gate helps confirm that visitors are 18 or over. It may use an essential cookie to remember your confirmation for around 30 days.

Yes. In some cases, we may request age or identity verification before dispatching an order, especially if order details raise safety, payment, fraud, or compliance concerns.

Always follow the manufacturer’s cleaning instructions. Use compatible cleaners where appropriate, dry products properly, and store them safely after use.

No. Some lubricants may not be compatible with certain materials. Always check product guidance before using lubricants, cleaners, or accessories.

No. Oh Yes Toys does not provide medical, sexual health, relationship, or legal advice. If you have health concerns, consult a qualified professional before use.