FAQ — Frequently Asked Questions
Shipping and Discretion
Will my package truly be discreet?
Yes, absolutely. Every Éveil Secret order is shipped in a neutral package, without a logo, and with no mention of the contents or the nature of the store. The sender indicated on the package is simply "ES Boutique" — nothing that could reveal the nature of your purchase, neither to your delivery person nor to anyone else who might see the package.
How will the charge appear on my bank statement?
The charge will appear as ES Boutique on your bank statement — not "Éveil Secret," no mention of lingerie or sex toys. Your privacy is protected down to the last detail.
What are the delivery times?
We ship all orders within 24 to 48 business hours after payment confirmation. Delivery in mainland France then takes 1 to 3 business days, depending on the carrier and your geographical area.
Is delivery free?
Delivery is free for all orders over €69. Below this amount, shipping fees apply — they are calculated and displayed automatically at checkout.
Do you deliver outside mainland France?
Yes, we deliver to Belgium, Switzerland, Luxembourg, and several other European countries. Delivery times and costs vary depending on the destination and are indicated at the time of ordering.
Payment and Security
Are my payments secure?
Yes. Our store uses an SSL protocol (padlock in the address bar) and the 3D Secure verification system for all credit card payments. Your bank details are never stored on our servers — they are processed directly by our certified payment provider.
What payment methods do you accept?
We accept Visa, Mastercard, and American Express credit cards, PayPal, Apple Pay, Shop Pay, and Klarna. You can also pay in several interest-free installments via some of these options.
Returns and Refunds
Can I return an item?
Yes, you have 14 days from the receipt of your order to return an item. To be accepted, the product must be in its original condition, unused, and in its original packaging. For obvious hygiene reasons, some items cannot be returned once opened — this is clearly indicated in our returns policy.
How do I initiate a return?
Contact our customer service by email or via the store's chat, indicating your order number and the reason for the return. We will respond within 24 hours with instructions to follow.
How long does it take to get a refund?
Once the return is received and verified, the refund is processed within 5 to 10 business days to the payment method used for the order.
Product Quality and Safety
How do you guarantee the quality of your products?
Every product listed at Éveil Secret is selected according to strict quality and safety criteria. We only work with recognized brands whose products comply with current CE standards. The materials used — medical-grade silicone, stainless steel, borosilicate glass, controlled TPE — are chosen for their harmlessness and durability.
How do I clean my sex toys?
Maintenance depends on the toy's material. Generally, we recommend cleaning with warm, soapy water before and after each use. Medical-grade silicone, glass, and metal toys can be sterilized in boiling water. For complete details, consult our dedicated blog article: How to clean and care for your sex toys.
What lubricants should I use with my sex toys?
The main rule: with a silicone sex toy, use only water-based lubricant — silicone degrades silicone. With a glass or metal toy, all types of lubricants are compatible. To learn more, consult our complete guide to lubricants on our blog.
Customer Service and Account
How do I contact customer service?
Our customer service is made up of real people — no chatbots. You can reach us via live chat on the store, by email, or consult our Contact page. We usually respond within 24 hours, often much sooner.
Do I need to create an account to place an order?
No, you can place an order as a guest without creating an account. Creating an account is optional but allows you to track your orders, view your purchase history, and facilitate future orders.
I forgot my password, what should I do?
Click on "Login" then on "Forgot password." You will receive a reset email in a few minutes. Check your spam folder if you don't receive it.
A question not on this list?
Our team is here to answer you. Use the store chat or consult our Contact page — we will be happy to help you.