FAQ
Questions that might be on your mind?
Here are answers
If you would like to contact us directly, we look forward to hearing from you. Please click here.
Shipping
Orders
Does the parcel deliverer know that there are sex toys in the delivery?
Certainly not! Our packaging is neutral and labelled with an innocuous sender’s address.
Nothing hints at the exciting contents.
Which parcel carrier will deliver my order?
We deliver with UPS for speed and reliability and also offer tracking of the parcel.
Can I track my order?
Yes, we offer Track ‘n Trace for parcels sent with DHL Express. You will receive an email with the tracking information. If the parcel is sent with DPD we are unable to provide tracking information.
How quickly will my parcel arrive?
Deliveries with UPS generally take 1 – 2 working days, if the order was placed before 14:00 o’clock on a working day.
What are the shipping costs?
We deliver free of charge to Germany and the Netherlands starting from an order value of 50,- €. For orders below 50,- € we charge € 6.95 for packaging and shipping.
Which countries do you deliver to?
We currently deliver to Germany and the Netherlands.
Can I change my delivery address?
After you have completed and paid for your order, it will be processed in our logistics system. However, it may be that your order has not yet been picked. Please email us at info@basics4joy.de. We can check within the next 4 hours whether we can still change your delivery address.
Can I specify a different delivery address?
Yes, you can specify a different delivery address, for example if you buy our toys as a gift.
For delivery by DHL Express we recommend that someone is available to receive the parcel on the next day or the following day. If that is not possible at your home address we recommend delivery to another address or a DHL packstation
Do you offer a gift option?
No, at the moment we cannot send the items gift-wrapped. However, the delivery is neutral and you will receive the invoice by email. So you can send our products to someone else as a gift, it’s just not wrapped again. The surprise and joy of the recipient will certainly be great.
Can I change my order at a later date?
Can I change my order at a later date?
For technical processing reasons, an order cannot be subsequently extended or changed in the area of item composition. It is also not possible to merge orders.
However, the delivery address can be changed at a later date as long as the order is not being processed. You can call up the current status of your order under “Login” if you have a customer account. Please note that the invoice is always enclosed with the goods.
Please understand that we can only guarantee you sensational prices through automated order processing, but at the same time can only make limited changes.
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Can I view my previous orders?
You can view your previous orders in our online shop under “Login” if you have a customer account. There you also have the option of restoring the box of an old order in order to place a new order.
Are partial deliveries possible?
Partial deliveries are unfortunately not possible. For processing reasons, it is not possible to add to or change the composition of an order at a later date.
How quickly will my parcel arrive?
When your parcel is handed over to the shipper, you will automatically receive an e-mail confirmation with all relevant parcel data so that you can track the progress of your parcel at any time and free of charge via the shipment information system of “DHL Paket GmbH” (www.dhl.de).
What information will I receive about my consignment?
When your parcel is handed over to the shipper, you will automatically receive an e-mail confirmation with all relevant parcel data so that you can track the progress of your parcel at any time and free of charge via the shipment information system of “DHL Paket GmbH” (www.dhl.de).
Is shipping on a desired date possible?
Incoming orders are processed automatically to ensure the fastest possible dispatch in the interests of our customers. For processing reasons, it is unfortunately not possible to ship on a requested date.
Returns
What does 100 days right of return mean?
You have 100 days to return products you do not like. Due to the intimate nature of the products only unopened packages with unused goods (for sealed products with the seal intact) can be accepted as returns.
How do I return my goods?
In most cases, our goods are hygiene items and are therefore excluded from exchange after opening. If you have not yet opened your goods or it is not a hygiene product, you can send the goods back to us. Please request a returns form from us. You can do this at this e-mail address:
Customer Account
Can I register as a customer?
Yes, you can, if you want to. We value our relationship with our customers and their privacy. Any information you give us will only be used to fulfil your order or, if you agree, to receive an occasional newsletter from us. We will not bombard you with emails and we will not share your information with other organisations that are not involved in fulfilling your order.
Do I have to be registered as a customer to order?
No, you can order from us without registering.
Where can I change my personal details?
You can access your personal details under “Login” and change them here if necessary.
I have forgotten my customer number, what do I do now?
Your customer number is listed on the order confirmations and invoices. If you no longer have access to it, you can request it via this e-mail address; info@basics4joy.de.
Are you already a customer and have forgotten your customer number? Please click here”
On the following page, please enter the e-mail address you used to register in our online shop. You will then receive an e-mail with the requested details).
How do I change my password and what do I do if I have forgotten it?
If you no longer have your password, click on “Login” in our online shop and select the option there:
“You are already a customer and have forgotten your password? Please click here”
On the following page, please enter the e-mail address you used to register in our online shop. You will then receive an e-mail with the requested details.
You can set a new password by clicking on the link in the e-mail. This is necessary for security reasons. Please make sure that the link is completely transferred to the browser. If necessary, insert it “by hand”.
Please note that the new password you choose must be at least 6 characters long and consist of at least one special character, one letter and one number.
To ensure that your password is as secure as possible, please do not use any parts of your e-mail address, no words such as “password”, “password” etc. and no key sequences such as “123”, “abc” etc.).
Newsletter
Do you have a newsletter?
Yes, we send out information on a variety of topics on an irregular basis. If you would like to become part of our community or are simply curious about the content, you can sign up for the newsletter HERE.
If you would like to unsubscribe from our newsletter, simply click on the link at the end of the newsletter and enter your e-mail address on the page that appears. Confirm your cancellation by clicking on the “Delete” button.
Customer Service & Support
What should I consider when using sex toys?
Be playful and be curious. Everything we offer here is made for your enjoyment. So take your time if you want or jump right into it if you can’t wait. Most important, no pressure. We do not have to prove anything to anyone, just take it easy, relax and make the most of the beatuiful body and mind that you have
Using a condom, what to do and what not to do
DO read the packaging and check the expiry date.
DO check that there are no tears or defects.
DO store condoms in a cool, dry place.
DO use latex or polyurethane condoms.
DO use water-based or silicone-based lubricant to prevent breakage.
DO NOT store condoms in your wallet as heat and friction can damage them.
DO NOT use nonoxynol-9 (a spermicide) as it can cause irritation.
DO NOT use oil-based products such as baby oil, lotion, Vaseline or cooking oil as they will cause the condom to break.
DO NOT use more than one condom at a time.
DO NOT reuse a condom.
