Frequently Asked Questions (FAQ)

Ordering and Payment

• Can I order without registering?

  Yes, you can, the registration is not required for purchase in our online shop.

• What are the benefits if I shop as a registered customer?

  Loyalty pays off! As a registered customer, you don’t have to fill in the delivery and contact details again with further orders. Your orders will always be shipped preferentially and faster than all the others. Our VIP customer care will pamper you, and if something goes wrong, we handle your complaints in priority mode. Also, you get comfortable and fast access to all orders under your customer account, an overview of your favourite products for quick re-ordering and the opportunity to share your experiences with other customers through reviews! And last but not least, from time to time we will please you by adding VIP gifts or samples to your order!

• I have a discount coupon. How do I apply it to my order?

  You can enter the discount code on the shopping cart page before checkout, and the discount will be deducted automatically. The discount can only be applied when placing an order through the online shop and before submitting the order. The coupon code cannot be applied to an already placed order or retrospectively. Just one discount code can be used in an order at a time. Watch our short video.

• Where can I get a discount coupon?

  You can get the discount code by subscribing to our newsletter, where we regularly send exclusive discount coupons and offers. You can also get discounts on our Facebook and Twitter. We recommend following them carefully so that you don’t miss anything. And last but not least, with each order, we automatically give you a discount on the next order – you will find your unique discount code with the validity date right on the invoice in your shipment.

• Do I receive the goods discreetly packed?

  Yes, your privacy is important to us. You can safely have the package delivered to your job or a curious neighbour. Your secret will remain safely hidden inside the discreet box. See Discreet Shopping and Delivery for more details.

• I want to pay by card online, is it safe?

  Payment by card is completely secure with us. The payment gateway is provided by the ČSOB bank and meets the strictest security standards. You enter card information in the bank’s payment gateway, we have no access to it, nor we store it anywhere. See Discreet Shopping and Delivery for more details.

• If I pay by card, how will the payment be shown on the bank statement?

  Don’t worry, even payment by card is discreet with us. It will be identified on your bank statement as STUDIO 51 S.R.O.>PRAHA 9 CZ or as LETNANY BUSINESS PARK, PRAHA 9 when paying by card at our pickup point. See Discreet Shopping and Delivery for more details.

• I don’t want the parcel to be delivered to my home, can I pick it up discreetly somewhere?

  In some countries, we offer delivery to a network of pickup points. Ask us for the current pickup point options in your country. DHL Express and UPS allow you to redirect the shipment and store it at their pickup location. See Shipping and Payment for more details.

Returns and Exchanges

• Can I return an item?

  Returns or exchanges can be accepted up to 14 days after receipt of your goods. However, due to the nature of products we sell, it is necessary to respect certain rules and conditions so that it is completely unquestionable that the sex toy, for example, has not been unpacked or even used. For more details, see Returns and Exchanges.

• What product guarantee do you offer?

  The 2-year warranty covers all products for defects in material or manufacturing. Please see Returns and Exchanges and Terms and Conditions for more information.

• How do I return or claim the goods?

  Please read the instructions on the Returns and Exchanges page and contact us to get your RMA number.

Using the Website

• Why do I see 18+ instead of some product photos?

  If you only see 18+ instead of some product photos, it means the images have explicit content. All you have to do is log in to your customer account or create an account if you don’t have one. By registering on our website, you confirm that you are over 18 years old. Logged-in users see all product images without any restrictions.

• How can I write a review of a purchased product?

  Reviews can be submitted only by registered customers and only on products they have purchased from us. Ten days after completing your order, the ordered products will appear in your customer account for review.