Delivery time:
The delivery time of the orders from their departure from the warehouse is:
-Within the European Union: 5 to 7 days*
-For the Rest of the World: 12 to 20 days*
Deadlines for purchases by quantity (See below)
You must bear in mind that these deadlines are business days and are counted from their departure from our warehouse *.
These delivery periods are merely indicative, since they depend on the complete availability of the ordered items and the postal delivery service in your country. However, eromale.com will endeavor to respect the delivery deadlines in the shortest time possible, not being responsible in case of exceeding the 45 business days period due to items availability problems. In the event that any of the items requested is not available at the time of purchase, eromale.com will manage your order as soon as possible, and once the stock is replaced, it will be sent to you within the indicated deadlines. In the event that the requested items are definitely out of stock for reasons beyond our control, the customer may replace said items with others of similar value, without causing additional costs.
In the orders of more than one item, in which one (s) of the items is not in stock, two types of shipping can be made. A single shipment that will be made when all items are available; and two or more shipments when the remainder are received. In this case, the customer will only pay the costs of the first shipment, being the responsibility of eromale.com the costs of subsequent shipments.
(*) The delivery period is not the same as the delivery period from our warehouse.
The delivery time is the period of time that the order takes to reach its destination since it is sent.
The delivery period from our warehouse is the same as the preparation period, that is, the time that elapses from when your order is received and payment is confirmed, until it is delivered to the postal service. The period of departure from the warehouse is variable and depends on the total existence of the items in stock, which may mean that the indicated period is extended until the complete replacement of items, not exceeding 60 business days.
All the aforementioned terms will count from the moment eromale.com receives the total amount of the order by the means of payment selected by the customer.
The delivery date mentioned in the order confirmation is only indicative, consequently, a possible delay in delivery cannot be sufficient cause to request the cancellation of the order or to claim damages for it.
Delivery will be made to the delivery address indicated by the customer when placing the order.
Purchases by quantity:
Purchases that exceed 10 units of the same brand, the same item, or the same category, are considered sales by quantity and a 30-day preparation period applies. Shipping times are the same as for any purchase. Review delivery times in this section.
Delivery:
European Union
The delivery will be made at the address indicated by the client, which may be different from their usual address or their billing address, and can also be sent to their place of work or even to a third person they wish to give as a gift. Shipments within the European Union are made from any of the European distribution warehouses through postal companies or contract carriers, and the most convenient shipping method for each warehouse will be used, regardless of the option chosen at the time of purchase. In any of the cases, except for shipments covered by the shipping with free promotion*, the identification of the buyer or of the person to whom the order is addressed by means of an official document that identifies him (ID, passport, credit card) will be required. of residence, driver's license and signature of the recipient).
Priority will be given to the departure of your shipment from the warehouse closest to your country, unless for reasons of stock it is necessary to ship from another European warehouse, which does not entitle you to any claim.
In the event that a shipment cannot be delivered and the causes are attributable to it, as many shipments as necessary may be made (once we have received the returned shipment), and the expenses generated by these shipments must be paid by the customer, upon payment of additional costs.
Rest of the world
The delivery will be made at the address indicated by the client, which may be different from their usual address or their billing address, and can also be sent to their place of work or even to a third person they wish to give as a gift. Shipments outside the European Union are made from any of the European or international distribution warehouses, through postal companies or contracted carriers, and the most convenient shipping method for each warehouse will be used, regardless of the option chosen at the time. of the purchase. In any of the cases, except for shipments covered by the shipping with free promotion*, the identification of the buyer or of the person to whom the order is addressed by means of an official document that identifies him (ID, passport, credit card) will be required. of residence, driver's license and signature of the recipient).
Priority will be given to the departure of your shipment from the warehouse closest to your country, unless for reasons of stock it is necessary to ship from another European warehouse, which does not entitle you to any claim.
In the event that a shipment cannot be delivered and the causes are attributable to it, as many shipments as necessary may be made (once we have received the returned shipment), and the expenses generated by these shipments must be paid by the customer, upon payment of additional costs.
Responsibility:
If an order does not reach its destination for any reason attributable to the transport company, eromale.com will assume full responsibility *, claiming the shipment from the responsible company, and once the situation of the same is known, we will proceed to make a new shipment of the order, taking care of the costs of the new shipment without causing any type of expense to the customer.
*Our liability is limited in the event that the order could not be delivered for reasons attributable to the customer, such as absence, not collected within the stipulated deadlines, error in the address provided or any other reason that demonstrates responsibility. In any of these cases, once the returned order has been received, the customer will be notified by e-mail, who must give his consent for the forwarding at the customer's expense.
If instead of requesting a reshipment, a refund of the order is requested, in the event that the responsibility for not being able to deliver the order corresponds to the customer, the refund will be processed with the same terms and conditions of a standard refund, except that in this case The amount corresponding to the shipping cost in force at the time of purchase will be deducted from the total paid (even if you have used a free shipping coupon) plus a fee of 25,00 euros corresponding to packaging and management.
Returns and exchanges:
Due to the fact that the items offered in our store are for intimate use, (Except Clothes and Harnesses) for health and hygiene reasons it will not be possible to make returns or exchanges of the items purchased, except for changes due to defects in a item, after verification of the same.
In the case of Clothes and Harnesses, except underwear, swimsuits or similar, it is possible to request a change of size within 14 calendar days after receiving the items. To request a change you must contact our customer service who will guide you on the steps to follow. The shipping costs derived from a return for size change will be borne by the customer and they must use a registered shipping service that allows them to be tracked.
For the replacement of defective items, the customer will have 14 calendar days from receipt of the order to make a claim. The replacement of items is possible if it has reached you in a bad condition directly (obvious damage to the toy, no cosmetic damage, damage to its packaging or small common defects in the manufacturing process of silicone and ABS) or spilled (in liquid case).
To request an exchange for a defective item, you must contact our customer service and request an RMA (Return Merchandise Authorization) with the following information:
-Order number or the e-mail address used for your purchase
-Defective items
-Problems found
Once the return is authorized, the customer must send the defective items through a registered shipping service that allows them to be tracked, and upon receipt they will go to the warehouse to check the item and approve the replacement. If we approve the replacement of the items, we will replace said items with others of the same price and characteristics that will be sent in a new postal shipment.
If at the time of the claim we do not have stocks of the defective items, they will be replaced by others of similar characteristics and price, communicating this situation to the customer in advance.
Refunds, Unclaimed Orders, Failed Shipments:
If you require a refund, you must request it from your customer account in the "Shipping and Returns" section, by filling out and sending the "Refund Request Form". Refund requests by other means will not be accepted. Refunds will be made in the same payment method used when making your purchase, unless for exceptional reasons it cannot be done in that medium, they may be made by another method with prior authorization from the financial department.
The time frame for processing a refund is 2-4 weeks from the date of your request. You should keep in mind that it may take several days to see the refund in your account, or even 4 to 8 weeks in case you made your payment by card. In case you do not see your refund within the mentioned periods, we recommend you check with your bank.
If the customer has not received an order and the transport company confirms the delivery, the maximum period available to claim the non-receipt of your order is 90 days from the date of confirmation of delivery, which is the period we have to claim the transport service for said shipment. Once this period has passed without you having claimed it, we will consider the delivery confirmed and it will no longer be possible to claim it or request any compensation or reimbursement for it.
The maximum term to request a refund for an order that has not been received is 60 days. After this period it is not possible to make a refund. If you have not received your order within this period, and we have not received the returned shipment either, we will open a claim with the transport service to find out the status of your shipment.
If the delivery has not occurred due to reasons of the client (Not collected within the stipulated periods, incorrect or incomplete address, omission of collection notices, customs procedures such as not paying the corresponding taxes or fees, not presenting the documentation required by the authorities customs of your country, or not responding to customs requirements) the customer may request a new shipment of the merchandise, for which we must wait for the return of the shipment to be able to make another shipment that will entail "Return Expenses" that include the new shipping, handling and handling costs, which may vary depending on the number of items contained in your order, the total weight, and the country of destination. If the customer withdraws from the order, he may request a partial refund within the first 60 days from the date of purchase, which entails deducting the shipping costs generated from the total amount, (even if he has benefited from free shipping) plus 25,00€ per management.
In these cases, the new amount to be paid for the "Return Expenses" will be communicated by email, which must be paid exclusively by bank transfer or by card through the "wise.com" platform before processing the new shipment. If you do not request a new shipment, your order will be canceled without the right to claim the amount paid.
In the event that an order cannot be delivered because it contains items prohibited by the legislation of your country, the order will be canceled without the right to claim the amount paid. The responsibility to know the legislation of the country rests with the client.
If the delivery has not been made due to charges attributable to the transport company or to causes attributable to our company, we can make a new shipment without extra charges.
Conditions for Custom Orders:
These conditions refer to items not available in our online catalog, personalized orders, items requested from external distributors at the request of the client, discontinued items, items in liquidation or special offers.
Orders for items not available in the online catalog, personalized, requested from external distributors, on request, with special instructions, discontinued, in liquidation, or in special offers cannot be canceled once confirmed, accepting the conditions of sale through a message of email from the client's account. These orders will be paid in full before placing the order with our suppliers and due to the special characteristics of the items ordered, they may be served in several partial shipments until the entire purchase is completed. If the delivery is made in this way, the transport costs will only be charged once and for a single shipment, since the rest, regardless of the quantity, will be borne by our company.
These conditions of service have been reviewed and modified on january 1, 2024 and may be subject to changes without prior notice.
