Updated 27/01/2024
Thank you for shopping with Sensual Selection. We strive to provide you with quality products and excellent customer service. Please read our Returns Policy carefully to understand how returns are handled.
Our Returns Address:
Sensual Selection
PO BOX 228
Hitchin
Herts
SG4 0WW
Returns for Faulty Items (United Kingdom customers):
If you have a faulty item within the first month of purchase, and you are located in the UK, you may use our Freepost address. Please email us for the address at [email protected].
Returns (NON-United Kingdom Customers)
For customers based outside of the UK, we do not cover any postage charges to return items back to us under any circumstances.
Discrepancies or Damaged Items:
Any discrepancies or damaged items must be reported within 36 hours of being delivered.
Hygiene Requirements:
All items returned as faulty MUST be thoroughly cleaned before returning. For reasons of hygiene, any item returned in a dirty condition will not be checked, and the returned item will be refused. Postage costs will apply to return it back to you.
Warranty Information:
We offer a 30 day RETURN POLICY on all products. If the item develops a fault within this period of receiving, we can offer a refund or exchange.
Unclaimed Items:
Any products that are returned to us, found not to be faulty, and do not meet the returns policy will be held for 30 days. After 30 days, if we have not received a response from you, the item will be destroyed, and no refund will be given.
Our Returns Policy in depth:
Due to the obvious health and hygiene implications with adult goods. For the goods to be returned if they are not broken the following terms have to be met:
- The goods must be unused.
- The goods must be returned in original condition & original packaging.
- Goods that are not heat sealed in the box are non-refundable and non-exchangeable.
- Items supplied in sealed packaging that have been opened are non-refundable and non-exchangeable.
- The goods must be received back within 30 days from the day you have received your order.
- Lingerie and items of clothing must be returned unworn and still in its original packaging.
- Any discrepancies or damaged items need to be reported within 36 hours of being delivered.
If we suspect that the goods have been used or any of the above conditions are not met then we reserve the right to return or exchange the goods.
By using Sensual Selection, you agree to our Returns Policy. If you do not agree, please do not use our website or services.
For any questions about our returns policy contact [email protected]
Your Satisfaction, Our Priority
Our happiness team is always here to assist you.
FREQUENTLY ASKED QUESTIONS (FAQ'S)
Orders and Shipping
Standard shipping typically takes up to 7 business days, please note that processing times may add additional business days to your total delivery time. Your order may take up to 2 weeks to arrive.
Creating an account is simple and free. Just click on the Account icon at the top of the page, fill out the required fields with your information, and submit the form. Once your account is created, you can enjoy faster checkout, save multiple shipping addresses, and track orders with ease.
Unfortunately currently there isn’t a way to track your order, but it’s on the teams to-do list in the nearest future.
Our pricing policy is to offer our products at the same price to all customers, wherever they live. The tax rules are such that we have to pay VAT on all purchases made within the EC (except for certain tax free areas e.g. Jersey, Andorra etc). So to areas where tax applies, we charge the price displayed and pay the relevant tax to the Latvian government. Where VAT does not apply we still charge the displayed amount. We have taken this decision to encourage European e-commerce and to make sure that the additional costs in trading with non-European community countries are covered. Unfortunately, as a result of this policy, we are not able to refund VAT charged for any of the tax free areas within the EC as we do not charge VAT to these areas. But you will not be charged any more than any other customer.
We ship to various countries around the world. You can find a list of available countries in the shipping options at checkout. If your country is not listed, we are currently unable to ship there.
Whenever possible, we strive to ship all items in your order together. However, depending on item availability and warehouse locations, your items may ship separately to ensure you receive them as quickly as possible.
For items that are popular and sold out, we may offer the option to pre-order. Please check the product page for the pre-order status and expected restock date. If available, you can pre-order to ensure you receive the item when it’s back in stock.
Unsatisfied or issues with an item?
We have a 30 Day Return Policy
We apologize for any inconvenience. Please contact our customer support within 48 hours of receiving the wrong item to initiate an exchange or return. We will provide you with a prepaid shipping label and guide you through the process.
If your order has arrived damaged, please contact us immediately. We will arrange for a return of the damaged item and expedite a replacement. You may be asked to provide photographs of the damage for our records.
Our customer support team is here to help you. You can reach us via email or through our form on the Sensual Selection website within the Contact Us Page.
If you’ve entered an incorrect shipping address, please contact customer service as soon as possible. If the order has not yet been shipped, we can update the address. If the order has already been dispatched, we will do our best to assist you in redirecting the package.
