Shipping Policy

1. About This Shipping Policy

This Shipping Policy explains how orders placed on oh-yes-toys.co.uk are processed, packed, dispatched, shipped, tracked, and delivered. It applies to all customers who place an order through Oh Yes Toys, including orders for adult toys, intimate accessories, care products, and related items.

By placing an order with Oh Yes Toys, you agree to this Shipping Policy together with our Terms & Conditions, Return Policy, Privacy Policy, Payment Policy, and any other policies published on our website.

2. Company and Warehouse Information

Oh Yes Toys is operated by GREENERY CONNEXION LTD, Company Number 15605125, trading as Oh Yes Toys.

Registered Office: 20 Wenlock Road, London, England, N1 7GU
Warehouse Location: Premier Park Rd, London NW10 7NZ, United Kingdom
Customer Support: love@oh-yes-toys.co.uk
Business Enquiries: play@oh-yes-toys.co.uk
Phone: +44 7463 591146

3. Order Processing

Once your order is placed, our system begins processing the order details, payment status, product availability, shipping address, and fulfilment requirements. Orders are prepared carefully to ensure that the correct items are selected, packed securely, and dispatched to the delivery address provided at checkout.

Processing times may vary depending on order volume, product availability, payment verification, fraud checks, public holidays, weekends, courier schedules, supplier delays, or events outside our reasonable control. We aim to process orders as efficiently as possible while maintaining accuracy, privacy, and safe handling.

4. Dispatch Times

Dispatch time means the period between order confirmation and the parcel leaving our warehouse or fulfilment location. Dispatch times are estimates and may vary during busy periods, sales, promotional events, seasonal peaks, courier disruption, stock checks, or unexpected operational delays.

If an order contains multiple products, some items may require additional processing time. Where possible, we aim to dispatch orders together, but in some cases an order may be split into more than one parcel if this helps fulfilment or delivery.

5. Delivery Estimates

Delivery estimates shown on our website, product pages, checkout, order confirmation emails, or courier tracking pages are provided as guidance only. They are not guaranteed delivery dates unless a specific guaranteed service is clearly stated.

Actual delivery times may depend on courier performance, destination, address accuracy, local delivery conditions, customs checks, postal disruption, weather, public holidays, high demand, and other factors outside our control.

6. Discreet Packaging

Privacy is central to Oh Yes Toys. We understand that customers expect adult products to be delivered in a private and respectful way. Where possible, orders are packed in plain, discreet, or neutral packaging without unnecessary adult branding on the outside.

External packaging may still include required courier labels, tracking labels, customs declarations, delivery barcodes, sender information, safety marks, or other information required by the courier, warehouse, payment provider, logistics partner, or applicable law.

7. Shipping Address Accuracy

Customers are responsible for providing a complete, accurate, and deliverable shipping address at checkout. This includes the correct name, building number, street, flat or apartment number, postcode, town or city, country, phone number, and any delivery instructions where needed.

Oh Yes Toys is not responsible for delays, failed deliveries, returned parcels, lost parcels, or additional charges caused by incorrect, incomplete, outdated, misspelled, or undeliverable addresses provided by the customer.

8. Changing a Shipping Address

If you notice an address mistake after placing an order, contact us as soon as possible at love@oh-yes-toys.co.uk. We will try to help, but we cannot guarantee that an address can be changed once an order has entered processing, packing, dispatch, or courier handover.

If an order has already been dispatched, changes may no longer be possible. In some cases, the courier may offer redirection, pickup point delivery, or delivery instruction options directly through their tracking system.

9. Tracking Information

Where tracking is available, tracking details may be provided by email or through your customer account after dispatch. Tracking updates depend on the courier and may not appear immediately after the parcel is created.

Tracking may show stages such as label created, collected, in transit, out for delivery, delivery attempted, delivered, delayed, returned to sender, or awaiting collection. If tracking appears inactive for a short period, this may simply mean the parcel has not yet received its next courier scan.

10. Delivery Attempts

Couriers may attempt delivery to your address, leave the parcel in a safe place, deliver to a neighbour, take the parcel to a local collection point, or request further delivery instructions depending on the courier service and local delivery rules.

If a delivery attempt fails, it is the customer’s responsibility to follow the courier’s instructions, arrange redelivery, collect the parcel, or contact the courier within the required timeframe. Parcels not collected may be returned to sender.

11. Lost, Delayed, or Missing Parcels

If your parcel appears delayed, missing, or incorrectly marked as delivered, please contact us with your order number and tracking details. We may ask you to check with household members, neighbours, building reception, local collection points, safe places, or the courier before an investigation can be opened.

Courier investigations may take time and outcomes depend on the courier’s records, GPS data, delivery scans, proof of delivery, photographs, collection logs, and local depot information.

12. Damaged Parcels

If a parcel arrives visibly damaged, opened, crushed, wet, tampered with, or in poor condition, please take clear photos of the outer packaging, inner packaging, shipping label, and affected products before disposing of anything.

Contact us as soon as possible so we can review the issue and advise next steps. Evidence may be required for courier claims, supplier checks, replacement requests, or refund assessments.

13. International Shipping

If international shipping is available at checkout, customers are responsible for ensuring that adult products can legally be imported, delivered, possessed, and used in their country, region, state, or local area.

International delivery may be affected by customs checks, import rules, tax requirements, courier partners, border delays, product restrictions, documentation requirements, or local laws. Oh Yes Toys is not responsible for delays or refusal caused by customs, border control, or local restrictions.

14. Customs, Duties, and Import Charges

For orders shipped outside the United Kingdom, customs duties, import VAT, taxes, courier handling fees, clearance charges, or other local costs may apply. These charges are usually set by the destination country or courier and are the responsibility of the customer unless clearly stated otherwise at checkout.

We cannot control customs charges, customs processing times, inspection decisions, or local import rules. If a customer refuses to pay customs charges and the parcel is returned, any refund may be reduced by shipping costs, return fees, courier charges, or other non-refundable costs.

15. Restricted Products and Destinations

Some products may be restricted in certain countries, regions, or delivery areas. Restrictions may relate to adult products, materials, batteries, liquids, lubricants, aerosols, electronic items, customs rules, courier rules, or local law.

We reserve the right to cancel or refuse orders where delivery is restricted, unlawful, impractical, unsafe, commercially unreasonable, or not supported by our couriers or fulfilment partners.

16. Split Shipments

In some cases, an order may be shipped in more than one parcel. This may happen if products are stored separately, have different handling requirements, are fulfilled from different locations, are temporarily delayed, or need separate packaging for safety or privacy reasons.

If your order is split, you may receive separate tracking numbers, separate delivery estimates, or parcels arriving on different days.

17. Failed Delivery and Returned Parcels

Parcels may be returned to us if delivery fails, the address is incorrect, the parcel is refused, the customer does not collect it, customs charges are unpaid, delivery is restricted, or the courier cannot complete delivery.

If a parcel is returned to sender, we may contact you to arrange redelivery, refund, or another resolution. Additional shipping fees may apply where the return was caused by incorrect customer information, non-collection, refusal, unpaid customs charges, or customer error.

18. Delivery to Shared Addresses

If you ship to a shared address, workplace, student accommodation, hotel, apartment building, reception desk, mailroom, parcel locker, or collection point, please make sure that delivery is permitted and that you can receive or collect the parcel safely.

Oh Yes Toys is not responsible for parcels collected, opened, misplaced, refused, or handled by reception staff, building staff, colleagues, household members, hotel staff, or other authorised recipients at the delivery address.

19. Delivery Restrictions for Batteries, Liquids, and Electronics

Some adult products may include rechargeable batteries, electronic components, liquids, gels, lubricants, sprays, cleaners, or other items that require special shipping handling.

Courier rules may limit where these products can be shipped, how they are packaged, or which delivery services can be used. If a product cannot be shipped to your location, we may cancel the item, offer an alternative, or contact you with available options.

20. Pre-Orders and Backorders

If pre-orders or backorders are available, estimated shipping dates are provided as guidance only. Release dates, supplier delivery dates, restock schedules, and availability may change.

If a product is delayed, unavailable, discontinued, or cannot be fulfilled, we may contact you to offer a replacement, wait option, cancellation, refund, or store credit where appropriate.

21. Delivery Problems Caused by Customer Error

Customer error may include incorrect address details, missing flat number, wrong postcode, wrong country, unavailable recipient, refusal to accept delivery, failure to collect, unpaid customs charges, or failure to respond to courier delivery instructions.

Where delivery fails because of customer error, shipping fees may not be refundable and additional charges may apply for redelivery, return processing, or replacement shipment.

22. Events Outside Our Control

We are not responsible for shipping delays or failures caused by events outside our reasonable control. This may include courier disruption, strikes, severe weather, public emergencies, customs delays, supplier disruption, technical incidents, payment checks, incorrect third-party data, transport issues, high seasonal demand, or changes in law.

23. Contacting Us About Delivery

If you need help with delivery, please contact us with your order number, full name, shipping postcode, and a clear description of the issue. This helps us find your order quickly and provide better support.

For delivery support, email love@oh-yes-toys.co.uk. For business, wholesale, affiliate, or partnership enquiries, email play@oh-yes-toys.co.uk.