FAQ

1.1 What are the delivery times?
Delivery times vary depending on the status shown on the product page:

• In stock : the product is available at our premises. Estimated delivery within 1 to 3 working days after ordering.
• Available from supplier : the product is not in stock with us but is available from our supplier. The delivery time is shown on the product page as x to y working days (depending on the supplier).

These delivery times are indicative and may exceptionally vary due to transport conditions or events beyond our control.

1.2 Is delivery free?
Yes, delivery is completely free for orders of CHF 50.– or more.

Below this amount, a contribution to logistics costs is required:
• CHF 9.90 for orders under CHF 20.–
• CHF 6.90 for orders between CHF 20.– and CHF 49.99

These amounts cover part of the costs for preparation, packaging and shipping.

1.3 Do you ship abroad?
No. We only deliver within Switzerland to guarantee fast, reliable service with no customs fees.

1.4 Is the packaging discreet?
Yes, always. All our parcels are shipped in a 100% neutral and discreet way:

• No mention of Tentations.ch appears on the parcel
• When shipped from our premises, only your address appears on the label
• When shipped from our logistics center, the sender shown is NET-COMMUNICATION

It is therefore impossible to guess the contents of your parcel.

1.5 Will I receive a tracking number?
Yes. As soon as your parcel is shipped, you will receive an email with the tracking link so you can follow your delivery.

1.6 Are orders shipped on weekends?
Shipments are made only on working days. Orders placed on weekends or public holidays are processed on the next working day.

1.7 What happens if I am not present at delivery?
If you are not available, the carrier usually leaves a delivery notice or leaves the parcel according to their delivery conditions. You can then reschedule the delivery or collect the parcel following the instructions provided.

1.8 What should I do if I entered the wrong address?
If you notice an error in your address after placing your order, contact us as soon as possible. If the parcel has not yet been shipped, we can correct the address. Once shipped, changes are unfortunately no longer guaranteed.

1.9 I received a message about import or customs fees. Will I have to pay anything?
No worries. This message may appear when the parcel is shipped from our logistics center in France and corresponds to a standard carrier label.

No additional charges should be billed to you.

If, however, you are asked to pay any amount, please contact us immediately at [email protected] so that we can check the situation and cover these costs.

2.1 Can I change or cancel my order?
Yes, as long as the order is not yet being prepared. In that case, please contact us as quickly as possible so we can take action.

2.2 How can I get the invoice for my order?
After your order is confirmed, you will receive a copy of the invoice by email. You can also find all your invoices in your customer account.

2.3 Do I need to create an account to place an order?
No, you can order as a guest. However, you will need to enter the information required for delivery. Without an account, these details must be entered again for each new order.

2.4 How do I know if my order has been successfully placed?
Once your order is completed, you will receive a confirmation email with a summary of your order. If you do not see it, please check your spam folder.

2.5 Can I add an item after confirming my order?
This depends on the order status. If it is not yet being prepared, contact us quickly and we will see if a change is possible.

2.6 What should I do if I did not receive a confirmation email?
First, check your spam folder. If you still cannot find it, please contact us so we can check whether your order was properly recorded.

3.1 Which payment methods do you accept?
You can pay by credit cards (Visa, Mastercard, Maestro, American Express), by bank transfer, as well as via TWINT, Google Pay, Apple Pay, Click to Pay and Klarna.

3.2 When is my card charged?
Your card is charged when the order is confirmed. For bank transfer payments, the order is processed once the payment has been effectively received.

3.3 Is payment secure?
Yes. All payments are processed through secure payment platforms using SSL encryption and, depending on the chosen method, authentication systems such as 3D Secure. At no point do we have access to your banking details.

3.4 How does Klarna payment work?
Klarna lets you pay later or in instalments, depending on the options offered at checkout. Payment handling and any due dates are then managed directly by Klarna.

3.5 What should I do if my payment is declined?
This may be due to a temporary issue, a card limit being reached, or your bank declining the payment. We recommend trying another payment method or contacting your bank directly for more information.

3.6 Does the shop name appear on my bank statement?
The wording shown on your statement corresponds to the payment provider or the trading name used to process the payment. It does not show details of the products purchased.

4.1 What should I do if an item is faulty?
Contact us by email to report the issue, giving as much information as possible:

• order number
• product description
• nature of the fault
• photos or videos if needed

As soon as we have all the details, we will start the return or exchange procedure with our supplier.
Please do not send the parcel back without contacting us first.

More info on the dedicated page: Return policy.

4.2 Are the products new and sealed?
Yes. All our products are brand new, never used and supplied in their original packaging, usually sealed by the manufacturer.

4.3 Should I clean the product before first use?
Yes, it is recommended. Even if the product is new, cleaning with lukewarm water and mild soap, or with a dedicated toy cleaner, is recommended before first use and after every use.

4.4 Can I use any lubricant?
It depends on the product material. As a general rule, water-based lubricants are compatible with all sex toys. Silicone-based lubricants, however, can damage certain silicone materials. If in doubt, always choose a water-based lubricant.

4.5 Can I return an intimate product if it doesn’t suit me?
For hygiene reasons, intimate products cannot be returned or exchanged if they have been opened or used, except in the case of a proven defect. This is a rule imposed by legislation and manufacturers.

4.6 Are products discreet to use (noise, design)?
Most recent models are designed to be quiet and discreet. Noise level and stimulation type can vary from one model to another, which is why we always indicate key features on our product pages.

4.7 How should I store my sex toy?
After cleaning and drying, store your sex toy in a clean place, protected from dust and light. Ideally, keep it in an individual pouch to avoid contact with other materials and extend its lifespan.

5.1 Can I change my password?
Yes. Log in to your customer account, then go to the Information section to change your password at any time.

5.2 Can I change the email address linked to my account?
Yes. In your customer account, under the Information section, you can update your email address.

5.3 Can I view my order history?
Yes. In your customer account, the Order history and details section lets you view all your past orders.

5.4 What should I do if I forgot my password?
On the login page, click Forgot your password? and follow the steps in the email you will receive to create a new one.

5.5 Can I change my delivery and billing addresses?
Yes. In your customer account, the Addresses section allows you to add, edit or delete your addresses at any time.

5.6 Can I delete my account?
Yes. You can contact us by email to request the deletion of your account and your personal data, in line with the applicable data protection laws.