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Help Center
Adults 18+
Frequently Asked Questions
Answers to common questions about orders, delivery, returns, privacy, age verification and safe product use.
Order tracking
Track your parcel using your order number and email.
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Quick contact
Can’t find the answer? Reach our support Mon–Fri, 9:00–18:00 (UK).
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Secure payment
Visa / Mastercard with 3-D Secure (SCA). Multi-currency view, charged in GBP.
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Orders & Shipping
Where do you ship and how much does it cost?
We ship worldwide. Tracked delivery is £9.99 on orders under £50 and free on orders of £50+.
Carriers vary by destination (Royal Mail / DPD / DHL / Evri or partners).
See full Shipping Policy.
How long does processing and delivery take?
Processing usually within 1–2 business days. Delivery time depends on destination and selected service.
Business days exclude weekends and public holidays.
Is packaging discreet?
Yes. We use plain outer boxes with neutral sender details and no brand marks referring to adult products.
Can you deliver to PO boxes or lockers?
In many countries, yes (subject to carrier rules). If a PO box/locker is not supported, we’ll contact you for an alternative address.
My tracking shows delivered but I can’t find the parcel.
Please check safe places, neighbours and reception. If still missing, contact us within 7 days of the scan and we’ll open a trace with the carrier.
What happens if the address was incorrect or the parcel is unclaimed?
If a parcel returns due to an incorrect address or not being collected, we can reship (postage charged) or refund minus original shipping once it arrives back.
Payments & Billing
Which payment methods do you accept?
We accept Visa and Mastercard. 3-D Secure (SCA) is required by your bank for added protection.
What currency will I be charged in?
You can browse in GBP/EUR/USD/CAD/AUD/NZD; however, all payments are charged in GBP. Your bank handles the conversion rate/fees.
Do you support pre-orders or backorders?
No. Items are charged and shipped only when in stock.
Can I change or cancel my order?
Contact us as soon as possible. If the order hasn’t shipped, we’ll try to modify/cancel it. Shipped orders follow the Returns Policy.
Returns & Warranty
What is your return window?
You have 30 days from delivery to request a return. Due to hygiene, opened/used intimate items are non-returnable unless faulty.
Who pays return postage?
If you change your mind, the customer covers return shipping. If an item is faulty or mis-shipped, we cover/credit reasonable postage.
How do I start a return?
Email love@oh-yes-toys.co.uk with your order number, reason and photos (if relevant). We’ll issue RMA steps and the return address.
When will I receive my refund?
Refunds are processed within 14 days after we receive and inspect the return. Your bank may take 1–2 billing cycles to post it.
Do products have a warranty?
Yes — typically 12 months against manufacturer defects (excludes misuse, wear & tear, liquids unless rated). Keep your proof of purchase.
Privacy, Security & Age Verification
How do you protect my privacy?
We collect only the data needed to process orders and support you. See our Privacy Policy and Cookie Policy.
Will my bank statement show anything explicit?
Statements typically show our company/processing name without explicit references to adult goods (exact wording depends on your bank).
How do you verify age?
We operate an on-site 18+ age gate. For some orders we may request a government-issued ID to confirm you are over 18. See Age Verification Policy.
Which cookies do you use?
Essential cookies for checkout and security; optional analytics/marketing with consent. You can change preferences anytime in the banner.
Products & Safety (18+)
Are your products body-safe?
We prioritise reputable brands and materials noted as body-safe by the manufacturer. Always read product pages and care instructions.
Can I return an opened toy for hygiene reasons?
No, opened/used intimate items can’t be returned unless faulty. If there’s a defect, contact us with photos/videos and your order number.
Any general use advice?
Use as directed by the manufacturer; clean before/after use; check lubricant compatibility; stop use if discomfort occurs; consult a professional if unsure.
Do you include batteries/chargers?
Check each product page. Many rechargeable products include a charging cable; some items may require batteries (not always included).
Account & Website
Do I need an account to order?
You can checkout as a guest or create an account to save addresses and view order history.
I forgot my password — what now?
Use password reset on the login page; then check your email (and spam folder).
Where can I find invoices?
In your account order view, or request a copy via love@oh-yes-toys.co.uk.