FAQ : Essential Pleasures - Buy UK Essential Pleasure Toys Here!

We ensure that all dealings with our customers are carried out in a discreet manner. Your credit card will be billed as NoChex Ltd or PayPal and all goods are delivered in plain brown boxes or padded envelopes. No indication on outside of package to what is inside.

We keep all our customer records confidential. We never sell our customer list. We do not send any unsolicited mail.

We may, at times, send you emails or letters detailing special offers. You can opt out of these mailings by emailing us. If you do this the only correspondence you will receive from us are your orders.
Top ↑,

How much does delivery cost?

Delivery in the UK, Channel Islands and Isle of Man is free for orders over £30

UK Delivery charge:-

Up to £10 of goods (Approx. R.R.P £20) = £2.00

Up to £25 of goods (Approx. R.R.P £50) = £2.50

Up to £40 of goods (Approx. R.R.P £80) = £3.00

Up to £50 of goods (Approx. R.R.P £100) = £3.50

At this point goods are more often than not are having to be sent by courier so slightly higher charges apply

Up to £60 of goods (Approx. R.R.P £120) = £4.50

Up to £80 of goods (Approx. R.R.P £160) = £5.50

For a full breakdown of International shipping costs click here.
Top ↑,

How can I contact you?

The quickest most direct way of contacting us is through our Contact Us Page. This will take your message and deliver it to the correct department for a quick and efficient response. Please follow the below guide to direct your querie to the correct department:

Enquiries - General Enquiries

Sales - Order Tracking Issues / Problems with Orders

Information - Detail clarification of products

Senior Management - Complaints or Compliments

We welcome customers contacting us for any reason whether it be a complaint or a compliment.
Top ↑,

How can I get details of my order progression?

Orders are usually despatched within 24 hours, however please bear in mind that some of our clothing products are specially made and are designer brands and so delivery can take a little longer at times. However all orders are despatched within 28 days and usually within 3 days. If there are likely to be problems with an order or an order is likely to be delayed we will contact you as soon as possible to explain the reason. If you do not wish to wait we will give you suggestions of alternatives or offer a full refund. The choice will always be yours.

Top ↑,

How fast will you respond to my email?

We respond to all queries as quickly as possible, usually within 1 working day.
Top ↑,

How can I pay for my order?

If you use our online ordering system you can pay by Credit Card or Debit Card either through our partners Nochex's Payment System or through PayPal. We can take bank transfers or cash payments, however, we advise our customers not to send cash through the post unless 100% necessary and then by recorded delivery only.
Top ↑,

How can I place an order?

You can place an order via our online ordering shopping cart system. If you decide to place an order by email please DO NOT send us your credit card details in the email we will telephone you back and ask for them.
Top ↑,

How do I buy?

When you have placed the items you wish to purchase in your online basket simply click on the checkout button located at the right of the horizontal menu on the top of your screen. This will then take you to our ordering page where you are requested to input your delivery details and payment details.
Top ↑,

How do I return goods to you?

Due to the personal nature of many of our goods, we are unable to accept returns for refund or credit, unless a product is faulty of course.

If you have purchased clothing, which does not fit, please return it to us within 7 days (in a resaleable condition) stating which size you would prefer along with your order number, name and address. See our Returns Policy for details.
Top ↑,

How do I shop?

You can navigate our site by clicking on the menu on the left hand side of your screen. When you find an item you wish to purchase select the size and colour (if any) from the dropdown menus, select the quantity you wish to order (the default is one) and click the add to cart button.

When you have all of the item you wish to purchase click on the checkout button at the top of the menu. You will then be taken to our checkout pages.
Top ↑,

How will my products be shipped?

We use Royal Mail Recorded Delivery to ship the majority of our products. Parcel Force do sometimes ship our products.
Top ↑,

Is your online ordering system safe?

A company called NoChex does our card handling. These people specialise in credit card purchasing via the Internet and use the latest 128-bit encryption technology. The credit card number is checked against your address for verification and if there are any discontinuities the transaction will not be authorised. It is so safe that we would recommend people use this service instead of sending credit card details through the post.

Another way to be the internatinally recognised PayPal, who have a very similar encryption technology.

In addition to these checks we take a random number of our customers and contact them to confirm they have recently placed an order online. In line with our discretion policy we will always introduce ourselves as Venus Sales Ltd and check to ensure it is convenient for you to talk, if it is not convenient to talk give us a time to ring back and we will do so. We will NEVER offer the information of what was ordered, however we may ask you to tell us one or two items that were ordered.

The most important thing to note, if you are one of the random samples, is that we will NEVER ask you to give us your full credit card details again unless you are placing another order. Therefore DO NOT volunteer this information.
Top ↑,

What do the sizes equate to?

A full size chart can be located by clicking on the "Size Charts" button in the Information box on every page.

Top ↑,

What do you do with my personal details?

We respect your privacy and as such you can be rest assured that we never pass on your details to other parties.
Top ↑,

What if I have a query?

If you have a query you can use our online form or email us and we will gladly answer any questions you have. We return all messages within 24 hours.
Top ↑,

What if I want to cancel my order?

If you wish to cancel your order please contact us as soon as possible.
Top ↑,

What if you cannot obtain the item I have ordered?

If we cannot obtain an item (i.e. if our suppliers have stopped producing the item), we will endevour to obtain a next best alternative for you that is at least equal to the value of the item you originally ordered. This may not be possible with regards to lingerie and if it is not possible we shall contact you and ask if there is anything else you would like or whether you would like a refund.
Top ↑,

What will show on my credit card statement?

The name that will show on your statement is NoChex Ltd or PayPal, depending which payment process you follow.
Top ↑,

When will I receive my goods?

Orders are usually despatched within 24 hours, however please bear in mind that some of our clothing products are specially made and are designer brands and so delivery can take a little longer at times. However all orders are despatched within 28 days and usually within 5 days. Our current statistics are 99% of orders despatched within 1 working day, 99.5% of orders despatched within 7 days, 100% of orders despatched within 10 days.
Top ↑,

When do you class the transaction as being completed?

We class the transaction as being accepted by us when the goods are despatched to you, the customer.
Top ↑,

Will my order carry a guarantee?

If any item is faulty we will happily exchange it for you. You can cancel an order upto 8 working days after receipt, you must then arrange for the items to be retruned to us. Due to the personal nature of most of our products we can only exchange items that are unused, this is something that we are sure you can appreciate and cannot offer refunds or credits on items of a personal nature. Please enclose with the item a brief letter explaining the problem and containing your name, address and order number.
Top ↑,

What is your Refunds Policy?

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.

1. The goods must be unused.

2. The goods must be in their original condition & packaging.

3. Goods that are not heat sealed in the box are non refundable and non exchangeable.

4. Items supplied in sealed packaging that have been opened are non refundable and non exchangeable.

5. The goods must be received back within 14 days from the day your customer received their order.

6. Lingerie and items of clothing are non refundable and non exchangeable.

7. Videos and magazines are non refundable and non exchangeable.

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 the goods.

Please send all refunds to the below address:

Essential Pleasures

PO BOX 228

Hitchin

Herts

SG4 0WW

Top ↑,

What happens if I miss my delivery?

You do have a week to collect the delivery from the Depot or re-arrange a redilvery, however, occasionally customers fail to pick up their order from the local depot once the initial delivery attempt has been made if they were out. After 7 days the parcel is shipped back to us. Unfortunately the redelivery charge to dispatch the goods back out is not subsidised.

UK Re-delivery Charges:-

Royal Mail - £3.50

Courier - £5.50

Top ↑,