Everything you need to know about delivery, returns, and our commitment to discretion and customer satisfaction.
We ship to over 30 countries worldwide from our fulfillment center in the UK. All orders are processed within 1-2 business days and shipped in discreet, plain packaging with no indication of the contents.
| Shipping Method | Delivery Time | Cost |
|---|---|---|
| Standard Delivery | 2-4 business days | £3.99 (Free on orders over £40) |
| Express Delivery | 1-2 business days | £6.99 |
| Region | Delivery Time | Standard Cost | Express Cost |
|---|---|---|---|
| European Union | 3-5 business days | £7.99 (Free on orders over £75) | £14.99 |
| United States & Canada | 5-7 business days | £9.99 (Free on orders over £100) | £19.99 |
| Australia & New Zealand | 7-10 business days | £12.99 | £24.99 |
| Rest of World | 7-14 business days | £14.99 | £29.99 |
We understand the importance of privacy. All EcoSensual orders are shipped in plain, unmarked packaging with no indication of the contents inside. The shipping label will show "SP ECOS" as the sender, without any reference to EcoSensual or intimate products.
Your billing statement will also show "SP ECOS Ltd" rather than EcoSensual, providing additional discretion.
Once your order ships, you'll receive an email with tracking information. You can also view your order status and tracking details by logging into your account on our website and navigating to the "Order History" section.
For international shipments, customers may be responsible for paying customs fees, import duties, or taxes levied by the destination country. These fees are not included in our shipping costs and are the responsibility of the recipient. Please check your country's import regulations before placing an order.
We want you to be completely satisfied with your purchase. However, due to the intimate nature of our products, we have specific guidelines for returns and exchanges.
We accept returns for the following reasons:
For hygiene and safety reasons, we cannot accept returns of opened products unless they are defective or damaged upon arrival.
Before returning any item, please contact our customer service team at contact@ecosensual.com or through our website chat. We'll provide you with a return authorisation and instructions.
Place the unopened product in suitable packaging. Include the original packing slip or order number, along with the reason for your return.
Send your return to the address provided by our customer service team. We recommend using a trackable shipping method.
Once we receive and inspect your return, we'll process your refund within 5 business days. Refunds will be issued to the original payment method used for the purchase.
For returns due to customer preference (wrong size, changed mind, etc.), the customer is responsible for return shipping costs.
For returns due to our error (damaged product, wrong item shipped), we will provide a prepaid return shipping label and issue a full refund including original shipping costs.
If you receive a damaged or defective product, please contact our customer service team within 7 days of delivery. Please include photos of the damaged product or packaging to help us resolve your issue more quickly.
For damaged or defective products, we offer the following options:
If you have any questions about shipping, returns, or your order, our customer service team is here to help:
We aim to respond to all inquiries within 24 hours during business days.