Buying an intimate product online raises three practical questions before any question about the product: what will arrive on the doorstep, what will show on the statement, and what happens if it is not right. This guide answers all three in plain terms, using exactly the rules on our policy pages, so that nothing here is a surprise later.
The parcel
Products ship from the supplier's warehouse, and every order carries a request to the supplier for plain outer packaging: no product names, no imagery and no store branding on the outside. The shipping label carries the sender details the carrier requires and a short description of the goods class, because carriers need one. We say "request" deliberately. We will publish photographs of a delivered parcel after our first sample order, and until then we do not describe the packaging as guaranteed. Inside, the product is in the maker's retail box, which does show the product; the outer packaging is the discreet layer.
Delivery times and tracking
Each product page shows its own delivery estimate, which is the supplier's slowest quoted time plus three days of handling, usually 13 to 17 days from order for Australia. We do not promise anything quicker than that, and we do not use words that promise speed on this store, because they would not be true. Standard tracked delivery is A$7.95 per order and free on orders of A$69 or more. A tracking number is emailed when the parcel is dispatched, and tracking becomes active once the carrier scans it. If tracking has not moved for ten days, or a parcel is marked delivered but has not arrived, contact us with your order number.
The statement and the emails
Charges appear on your card or bank statement as “SP CN ONLINE”; “SP” is added by Shopify Payments, which processes our card payments, and no product names appear. Order emails use the order number in the subject line, never a product name, and the opening line of each email is generic; product names appear only in the itemised list lower down, as they must for a receipt. The newsletter, if you join it, carries no product names in its subject lines either.
Returns: faults
If a product arrives damaged, does not work, or stops working within a reasonable time, you are entitled to a repair, a replacement or a refund under the Australian Consumer Law, depending on the fault. Contact us with your order number and a description or photograph of the fault; we reply within two business days, and you do not pay return postage for a confirmed fault. Nothing on this store limits those rights, and whether the product has been opened makes no difference to them.
Returns: change of mind
Change-of-mind returns are not accepted once the packaging of an intimate product has been opened, for hygiene reasons; an opened product cannot be resold, and we would not want to be sent one that had been. Unopened items in their original sealed packaging may be returned within 14 days of delivery for a refund of the product price, with return postage at your cost and the item arriving in resalable condition. This is why every product page carries five bullets and a specifications table: the decision is meant to be made before the parcel is opened, with the guides to help.
Wrong or missing items
If the wrong item arrives, or tracking shows no delivery within 30 days of dispatch, we replace the order or refund it in full. Refunds go to the original payment method within 10 business days of approval.
Prices and the seller
Prices on this store are in Australian dollars, and no GST is charged because the seller is not registered for GST. The seller is Rehan Maddawa Bandara Udugala, ABN 32 157 181 441, and the contact details are on the Contact page along with support hours. These details also appear in the footer and the policies, where Australian law expects them.
