📖 Frequently Asked Questions

📋 Frequently Asked Questions (FAQ)

📦 Shipping & Delivery

Where do you ship?
We currently deliver exclusively within Europe. This allows us to ensure timely, secure, and reliable service to all our customers.

How long does shipping take?

Orders are processed within 1-2 business days
Estimated delivery time: 3-6 business days (depending on your location within Europe)

What are the shipping costs?

FREE shipping on all orders over €20
Orders under €20: Standard delivery fee (calculated at checkout)

Is packaging discreet?
Yes! All parcels are shipped in plain, unmarked boxes or envelopes with:

No indication of contents or store name
Discreet return address
Neutral billing descriptor on your card statement

Where are orders shipped from?
All orders are shipped from our warehouses located in Spain. Our head office is based in Athens, Greece.

Will I receive tracking?
Yes! Once your order is dispatched, you'll receive a tracking number via email to monitor your shipment.

What if I miss the delivery?
Depending on your carrier's policy, your package may be:

Left in a secure location
Require your signature
Held at your local postal/courier facility for collection

🔒 Privacy & Security

Is my information safe?
Absolutely. We use SSL encryption for all transactions. Your personal data is protected and never shared, sold, or rented to third parties.

How will the charge appear on my card?
For your privacy, your statement will show a neutral billing descriptor that does not reveal the nature of your purchase or our store name.

Is my purchase history private?
Yes. Your account details and order history are stored securely and remain strictly confidential. Only you can access this information through your personal account.

🛡️ Products & Safety

Are your products body-safe?
Yes! All our products are made from body-safe, non-toxic materials including:

Medical-grade silicone
ABS plastic
Stainless steel
Body-safe glass

We work exclusively with trusted manufacturers who comply with European safety standards.

Do you sell products with harmful materials?
No. We do not offer products containing:

Phthalates
Jelly rubber
Other potentially harmful substances

What lubricants should I use?

Silicone products: Use only water-based lubricants
Glass and metal products: Compatible with both water-based and silicone-based lubricants

Always refer to individual product care instructions.

Do products come with instructions?
Yes. All items include manufacturer instructions, safety information, and care/cleaning guidelines.

🔄 Returns & Exchanges

Can I return a product?
Due to the intimate nature of our products, we can only accept returns for:

Unopened items in original sealed packaging (within 7 days)
Defective or damaged items (within 7 days)
Wrong products received (within 7 days)

Why can't I return an opened product?
For health and hygiene reasons, opened or used intimate products cannot be returned or exchanged under any circumstances. This protects the safety of all customers.

What if my product is defective?
Contact us immediately at secretsextoys.store@gmail.com with your order number and clear photos. We'll arrange a replacement or full refund at no cost to you.

Do products have warranties?
Many products include manufacturer warranties. Warranty details are specified on product pages or within packaging.

💳 Orders & Payment

What payment methods do you accept?
We accept:

Visa, Mastercard, American Express
PayPal
Other secure payment options at checkout

All transactions are encrypted and processed through PCI-compliant payment gateways.

Can I cancel or modify my order?
Yes, but only within 24 hours of placement. Once processed or shipped, orders cannot be modified or cancelled.

Are there any hidden fees?
No. All prices are final and transparent. The total at checkout includes all applicable taxes and shipping fees.

Are your prices legal and compliant?
Yes! All prices include legal taxes according to Greek and European regulations. Every purchase automatically comes with a legal receipt (Απόδειξη). Shop confidently knowing your order is 100% legal and compliant.

💬 Account & Support

Do I need to create an account?
No, you can checkout as a guest. However, creating an account offers:

Order tracking
Faster checkout
Ability to save favorite products
Order history access

How do I contact customer support?
📧 Email: secretsextoys.store@gmail.com
💬 Contact Form: Available on our website
🕒 Response Time: Within 24 hours (Monday–Friday)

What are your business hours?

Online store: 24/7
Customer support: Monday–Friday, 9:00 AM – 6:00 PM (Greek time)

I'm a first-time buyer. Where should I start?
Check out our "Beginner-Friendly" collection featuring popular, easy-to-use items. Our support team is also happy to provide personalized recommendations!

🧼 Product Care

How do I clean my products?
Most products can be cleaned with:

Warm water and mild soap, OR
Specialized toy cleaner

Always refer to individual product care instructions to avoid damage.

How should I store products?

Store in a cool, dry place away from direct sunlight and heat
Keep silicone products separate from each other to prevent material reactions
Use individual pouches or cases to maintain cleanliness

How long will my product last?
With proper care, high-quality products can last for many years. Battery-operated items may need periodic replacement, while rechargeable devices should be charged per manufacturer instructions.

🌍 About Us

Why shop with Secret Sex Toys?
💌 Discreet & private packaging
🌟 Top-quality, body-safe products only
🌈 Inclusive – for everyone
🙌 Friendly, judgment-free support
⚡ Fast European shipping
💶 Fully legal & transparent

Why are you online-only?
By operating exclusively as an e-shop, we avoid the high costs of a physical store. This means better prices and more frequent discounts for you, while maintaining the same high quality and discreet service.

Where is your company based?
Our head office is in Athens, Greece, and we ship from warehouses in Spain to serve all of Europe.

Still have questions?
We're here to help! Contact us at secretsextoys.store@gmail.com and we'll be happy to assist you. 💕