FREQUENTLY ASKED QUESTIONS

After checkout, you will receive an order confirmation by email. If you do not see it, check your spam or promotions folder first. You can also contact us and we will check it discreetly.

Available payment methods are shown during checkout. We use secure checkout and do not store your full card details on our store.

Use your customer account at account.erolounge.com or email info@erolounge.com as soon as possible. Requests are not automatic: if the order has not yet been prepared or handed to the carrier, we will do our best to help. Once preparation or dispatch has started, changes or cancellation may no longer be possible.

Yes. Orders are packed discreetly, without explicit product names or adult branding visible on the outside of the parcel.

We keep delivery presentation discreet. The outside of the parcel does not reveal the contents. Exact carrier label details may depend on the shipping provider and destination.

We currently deliver only to Austria, Belgium, France, Germany, Italy, the Netherlands, Portugal and Spain. If your country is not available at checkout, we do not currently ship there.

Orders normally dispatch within 1–3 business days after payment is confirmed. Delivery usually takes a further 3–7 business days after dispatch, depending on the destination and carrier. These timeframes are estimates, not guaranteed delivery dates.

We focus on quality adult wellness products from selected brands. Product pages include material, care, safety, manufacturer, or responsible-person information where required and available from the brand or supplier. Always read the product page, use products as intended, and follow the manufacturer’s care instructions.

Start with your comfort level, preferred stimulation type, size, material, and whether you want something simple, rechargeable, quiet, app-connected, or travel-friendly. If you are unsure, contact us and we can guide you discreetly.

Cleaning depends on the material and product type. As a general rule, clean before and after use with a suitable toy cleaner or mild soap and water where the manufacturer allows it. Never submerge products unless they are clearly marked waterproof.

Water-based lubricant is the safest general choice for most toys. Silicone-based lubricant can damage some silicone products, so always check the product and lubricant instructions first.

The statutory withdrawal right may apply to eligible online purchases. However, sealed goods that are unsuitable for return for health-protection or hygiene reasons cannot be returned under that right after the seal has been broken following delivery. This does not affect your rights if an item is damaged, faulty, incorrect, unsafe, or otherwise non-conforming. Use your customer account or contact us for discreet assistance.

Contact us with your order number and clear photos or details of the issue. We will guide you through the next steps discreetly. Your statutory consumer rights, including remedies for faulty or non-conforming goods, are not affected.

You can reach us through the Contact page. Please include your order number if your question is about an existing order.