Frequently Asked Questions

Delivery Questions

Q. How long will it take before my order is dispatched?

If ordered before 4pm, we guarantee your order will be processed and dispatched within the same business day. Weekend orders will be processed in priority on the following Monday morning.

Q. I don't want the parcel to be too explicit, do you guarantee discretion?

Yes, we do.

All goods are sent in totally plain, heat sealed (tamperproof) packaging with no branding on the outside. There is no indication whatsoever about the inside of the package.

Q. How much does the delivery cost?

It depends where you order from. We have a different price for United Kindgom, Europe and rest of the world deliveries. Please check our Delivery Information page for the list of delivery costs.

Security Questions

Q. Why is shopping on myCHARME.com Adult Shop safe?

Data security is our priority at myCHARME.com, we do our utmost to protect the data you provide. Your personal or order details are not given or sold to other companies for marketing purposes. Check our Privacy Statement for more information.

Transactions made through our site are via a Secure Server and you'll notice that when you enter your personal account area or the checkout, there will be a lock at the bottom of your browser's window. This indicates that you are now in secure mode. We have our site security certificate issued by Comodo on the checkout page.

Our secure site application encrypts all your personal information including credit or debit card number, name and address.

The encryption process takes the characters you enter and converts them into bits of code that are then securely transmitted over the Internet until we retrieve them and process your order. It is a very secure and convenient way to shop.

For added security, we never keep your credit card details in our system and your login details are encrypted using hashing method.

Payment Questions

Q. What type of payment do you accept?

We accept all major credit and debit cards via our own merchant account: MasterCard, Visa, Visa Electron, JCB, Delta, Switch, Solo and American Express.

Q. Which company name will appear on my credit card statement?

Marketspace Limited is the company name which will appear on your statement.

Orders and Refunds

Q. o I need to exchange my item, is there a fee?

No, we do not charge any fee for the exchange of unwanted or unopened items. Please follow the returns procedure.

Q. What is your returns procedure?

Please read our return policy before ordering our products. We cannot accept returns on personal items that have been opened... Would you want to buy any product from a sex shop that would?

We will not give refunds on any sex toy, cosmetic item or lingerie that has been opened.

Our strict returns procedure is in place to protect the health and safety of our employees and customers. Due to the personal nature of the goods we sell and for obvious hygiene reasons, goods are not sent on approval. However we will exchange any items with a manufacturing defect providing our returns procedure is followed.

If you wish to return an item you must contact us using the customer service enquiry form beforehand with a full description of the problem, to obtain a returns authorisation code; this must then be written on the outer packaging of your parcel prior to return. Please use recorded delivery for any returned item as we cannot be held responsible for items not delivered to us. Our warehouse may refuse returned items where this has not been done. If a package has been accepted in our warehouse but we later find that no returns authorisation code has been issued, the parcel may be disposed of without being opened.

Your item will be inspected by the manufacturer for signs of wear & tear, damage and use. Please note that we are responsible for items with a manufacturing defect. Items that have been damaged, whether accidental, deliberate or through wear and tear are not returnable.

Products of a personal nature cannot be returned: including lubricant, creams, massage oils, non-vibrating toys, jewellery, clothing, lingerie and fragrance products. Products that can be copied e.g. books, CD's, video and DVDs are non returnable.

Vibrators and sex toys cannot be returned unless there is a manufacturing defect upon receipt. You must return unwanted products to us within 7 days providing they are in all respects in the same conditions you received them and have not been removed from their packaging. Again, if the sealed packaging has been opened no return will be accepted.

Under no circumstances can non-vibrating toys be returned once the sealed packaging has been opened. Vibrators come with the manufacturers warranty and you will find details inside your product packaging.

Q. What is your refund policy?

We will give a refund if the goods do not comply with the Sale of Goods Act.

All goods are sold for novelty use only. No medical claim is implied.

NB: If we have paid shipping because your original order is over £40 a shipping fee will be deducted from your refund if goods are returned. These guarantees do not affect your statutory rights

Q. My parcel has not arrived yet, what do I do?

We use Royal Mail for our parcel deliveries if the item weighs less than 2kg, which most do. Otherwise we use City Link couriers and you will have received a tracking number. As many of our customers work during the daytime and there is no-one at home, we do receive chase-up calls asking about packets that have not arrived, even though the customer has received a card from Royal Mail! Therefore this page is designed to help you & us to ensure your item is received as quickly as possible with the minimum of fuss.

Dispatch confirmations

When we dispatch your goods you will receive a system message to notify you, which will state the expected delivery time.

If you have not received your delivery when expected but have received dispatch confirmation from us, we will have retained proof of shipping that can be provided as evidence of us dispatching your goods. This article is designed to assist you in tracking down undelivered items of mail for our UK customers. International customers - please contact us for your tracking number.

If you were out

If Royal Mail has left a "We're holding an item of mail for you" card at the delivery address, the card gives you the address and opening hours of your local delivery office, so you can pop in and pick up your package, or you can phone them and ask for your mail to be redelivered at a more convenient time. Please visit the Royal Mail Customer Service.

Ask, ask, ask!

If you have received no card from Royal Mail but you know that we have dispatched your goods is it possible that the card could have been caught up in junk mail/kids have taken it to draw on/it's been taken by another family member. Please double check before contacting us, but be aware we are always available if needed.

How we can assist

We urge you to check for undelivered packages with your local Royal Mail delivery office yourself because the process takes time and most customers find it quicker and easier/more discreet just to ask at the local delivery office. Also, if we have to provide you with a replacement parcel a charge may be involved if the item is later returned to us (see below).

You can locate your local delivery office here by entering the business name "Royal Mail" and your delivery postcode.

Discretion is assured!

All goods are sent under plain cover and whilst there is no company name on the outer packaging, we include a code for return of undelivered parcels, so that the Royal Mail can send them back to us unopened.

Please check before asking for a replacement!

Please note that if an item is subsequently returned to us after we have provided a replacement we will make a charge for the delivery of the replacement item, so please check before requesting a replacement!

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