Shipping policy
Last updated: April 12, 2026
1. Overview
This Shipping Policy explains how orders are prepared, shipped, delivered, and tracked at Sex Shop EU.
We aim to provide discreet, reliable, and reasonably fast shipping. All orders are prepared with customer privacy in mind.
2. Discreet Packaging
Orders are shipped in neutral and discreet packaging.
We aim to avoid explicit references to the nature of the products inside the parcel, where reasonably possible.
The sender name, shipping label, carrier information, customs information, or other details required for delivery, payment, legal, or operational purposes may still appear on the parcel or associated documentation.
3. Shipping Destinations
We ship only to the countries and regions enabled at checkout.
If your country or region is not available at checkout, this means that we currently do not ship there.
We currently do not ship to the United Kingdom, Norway, Switzerland, Andorra, Liechtenstein, Monaco, Vatican City, or other countries or territories that are not enabled at checkout.
Shipping availability may change due to logistics, carrier availability, legal restrictions, payment limitations, customs requirements, or operational reasons.
4. Shipping Costs
Shipping costs are displayed at checkout before you complete your purchase.
For eligible destinations enabled at checkout, standard shipping costs €7.20 for orders below €100.
Orders of €100 or more qualify for free standard shipping, where available at checkout.
The free-shipping threshold is calculated using the order subtotal after discounts and before shipping costs, unless otherwise stated at checkout.
The total cost of your order, including products, applicable taxes, and shipping costs, will be shown before you confirm the purchase.
If a temporary promotion, destination restriction, or technical limitation applies, the shipping options and costs displayed at checkout will apply.
5. Order Processing
Orders are processed after payment has been successfully completed and the order has been accepted by us.
Orders are usually prepared and dispatched on the same business day or within 2 business days after payment confirmation and order acceptance.
The actual processing time may depend on the time the order is placed, stock confirmation, payment or fraud-prevention reviews, public holidays, seasonal demand, promotional periods, and operational circumstances.
Orders placed outside business days begin processing on the next business day.
If we become aware that an order cannot be processed or dispatched within a reasonable time, we will contact you using the email address provided with the order.
6. Estimated Delivery Times
After dispatch, delivery usually takes between 2 and 5 business days, depending on the destination, carrier, service availability, and operational circumstances.
The total estimated time from payment confirmation to delivery is therefore normally between 2 and 7 business days, including order processing and transit.
Business days do not usually include Saturdays, Sundays, public holidays, or carrier non-working days.
Delivery times are estimates and are not guaranteed unless a guaranteed service or specific delivery date is expressly stated at checkout or agreed in writing.
During seasonal peaks, promotional periods, public holidays, unusually high order volumes, or carrier network disruption, preparation or delivery may take longer than usual.
Delivery may also be affected by transport incidents, incorrect delivery information, failed delivery attempts, security or payment reviews, weather conditions, strikes, customs-related issues, or other circumstances outside our reasonable control.
If we become aware of a significant delay, we will contact you as soon as reasonably possible and handle the matter in accordance with applicable consumer protection law.
7. Carriers and Tracking
We may use DHL, UPS, Correos, or another suitable carrier selected according to the destination, service availability, parcel size, parcel weight, and operational needs.
The carrier used for a particular order may therefore vary.
When tracking is available, we will send the tracking information to the email address provided with the order after the shipment has been dispatched or when the carrier makes the tracking information available.
Tracking updates are provided by the carrier. There may be a delay between creation of the tracking number and the first visible tracking update.
8. Delivery Address and Customer Responsibility
The customer is responsible for providing complete, accurate, and up-to-date delivery information at checkout.
Please check your delivery address carefully before completing your order.
Sex Shop EU is not responsible for delivery problems caused solely by incorrect, incomplete, outdated, or misleading delivery information provided by the customer.
If you notice an error after placing an order, please contact us as soon as possible at:
Email: contact@sexshopeu.com
We will try to help, but we cannot guarantee that delivery details can be changed after the order has entered processing or has been dispatched.
This section does not limit our responsibility for loss, damage, or delivery errors caused by us or by a carrier selected by us.
9. Failed Delivery, Refused Parcels, and Uncollected Orders
If a delivery attempt fails, the carrier may leave instructions, attempt redelivery, deliver the parcel to a pickup point, or return it to us, depending on the carrier and destination.
The customer is responsible for following reasonable carrier instructions and collecting the parcel within the applicable collection period where required.
If an order is returned to us because of an incorrect address, failed delivery attempts, refusal of delivery, or failure to collect the parcel, we will contact you to assess the circumstances.
Additional shipping costs may apply if you request that the order be sent again, unless the issue was caused by our error or by a carrier incident for which the customer is not responsible.
Any refund or reshipment will be handled in accordance with the circumstances, our Returns and Refunds Policy, and applicable consumer protection law.
10. Damaged, Lost, or Incomplete Shipments
Where shipping is arranged by us, the risk of loss or damage remains with Sex Shop EU until you, or a person designated by you other than the carrier, take physical possession of the order, except where applicable law provides otherwise.
If your parcel arrives visibly damaged, we recommend taking photos before opening it and keeping the packaging until the issue has been reviewed.
If your order is damaged, lost, incomplete, marked as delivered but not received, or contains an incorrect product, please contact us as soon as reasonably possible at:
Email: contact@sexshopeu.com
Please include:
- Your order number.
- A clear description of the issue.
- Photos or videos of the parcel, packaging, shipping label, product, or damage where reasonably relevant.
We will review the case, investigate with the carrier where necessary, and provide instructions or an appropriate solution in accordance with applicable law.
Damaged, defective, incomplete, incorrect, or non-conforming products are also covered by our Returns and Refunds Policy and your statutory consumer rights.
11. Delays and Unavailable Products
All products are subject to availability.
If a product becomes unavailable after you place an order, or if we become aware of a significant delay, we will contact you as soon as reasonably possible.
Depending on the circumstances, we may offer an appropriate solution, such as waiting for availability, replacing the product with your agreement, shipping available products separately, cancelling the affected item, or issuing a refund.
If we are unable to deliver an order within the agreed or legally required period, we will inform you and handle the matter in accordance with applicable consumer protection law.
12. Customs, Duties, and Import Restrictions
We currently ship only to countries and regions enabled at checkout.
Some destinations may be unavailable because of customs, import, logistics, legal, payment, or carrier restrictions.
If a destination involves customs duties, import taxes, local charges, or additional requirements, these may be the responsibility of the customer unless otherwise stated at checkout or required by applicable law.
Customers must not place an order where the purchase, possession, import, or use of a product is prohibited under the laws applicable in their country or place of residence.
13. Adults Only
Sex Shop EU sells adult products. Orders may be placed only by customers who are at least 18 years old or the age of majority in their jurisdiction, whichever is higher.
We may refuse, suspend, or cancel an order where we have reasonable grounds to believe that the customer does not meet the required legal age or that the order may breach applicable law.
14. Customer Support
For questions about shipping, delivery, tracking, or the status of an order, contact us at:
Email: contact@sexshopeu.com
Please include your order number and a clear description of your request so that we can assist you efficiently.
We aim to respond within a reasonable time during normal workload conditions.
15. Related Policies
For more information, please review our Terms and Conditions, Returns and Refunds Policy, Privacy Policy, Legal Notice, and Contact Information.