Call us 7 days a week on 03333 444 005
03333 444 005
Inspiring women to find their true sexual selves since 1992

FAQs

HOW CAN I CONTACT YOU?

 

Call us on 03333 444 005 (a local rate number, usually included included in mobile network bundles of minutes ) 

  • Monday - Friday: 10am-6pm - Press 2 to speak directly to our mail-order team
  • Everyday :12am- 8pm - Press 1 to speak to Store Team - Feel free to call our store outside of mail-order hours. For advice, they'll be happy to help and if it's a query about your order, they will pass it on to Mail-order team for you.
  • You can also Email Us (we promise to get back to you within 1 working day - though it's usually much sooner) 
  • Or write to us at Sh!374 Station Rd.londonE7 0AB.  

If you have any questions regarding making a web or mail order sale, have a query about an existing order, want some advice or just want to check us out please don't hesitate to contact us.

Sh! is wholly staffed by women and your call will always be dealt with sensitively.


HOW DISCREET ARE YOUR PACKAGES? 

The package you receive from Sh! will be totally secure and discreet - no one will know what's in it!  

 

HOW CAN I PAY? 

 We accept most major credit / debit card payments online and over the phone.

 We use only the most secure and trusted online payment systems to take your payment. During checkout, you'll be asked to choose whether to pay by Secure Credit Card or PayPal

 If you pay by credit card you will be asked to enter your card details. You will notice the all-important locked padlock icon in the address bar which indicates that every page in our checkout process is secure. Your payment is then taken by SAGE PAY We never even see your financial information, let alone store it.

 If you choose to pay by PayPay , you will be redirected to the PayPal Site to pay. Once you have paid, you must return to the Sh! site to finalise your order otherwise you will have paid but we will have no record of your final order.

If you fail to return to the Sh! website, don’t worry, our checks will highlight this and we will contact you to clarify your order ... but this could slow down our speedy service a little bit.

Paying by Credit or Debit Card over the Phone: If you'd like to pay over the phone, or would like some advice before you buy, just call us on 03333 444 005 Option 1 (store hours; everyday 12-8pm) or Option 2 (mail order hours: monday - friday 10-6pm)

 

IS IT SAFE? 

We use only the most secure payment methods trusted by millions of internet shoppers worldwide 

 

HOW CAN I BE SURE YOU RECIEVED MY ORDER OK?

 We keep you posted at every step of the delivery process with an email so you know when your order has been packed and sent... 

  1. Order Received: As soon as you place an order with Sh! you will receive a confirmation email saying we have received your order safely
  2. Order Processing: Once we start processing your order, we will let you know by email that your goodies are getting picked and packed. Order made over the weekend, are processed the following Monday, but otherwise it will be within 24 hours of receiving your order - often MUCH sooner. If something is out of stock, we will email you with an expected delivery date.
  3. Order Completed: Once we have packed and dispatched, we will send you an "Order completed" email letting you know. If they are being sent by Next Day Delivery, we give you a GPO tracking reference number and remind you to look out for you postie the following morning.
  4. Awaiting Stock/Awaiting Reply from Customer: In the unlikely event we're unable to dispatch your goodies immediately (98% of all our orders are fulfilled straight away) or if we have a problem/query with your order/details, we won't keep you hanging on, or in the dark but call you discreetly or send you an email straight away alerting you to the situation and giving an ETA of when you may expect delivery. 
 

HOW FAST IS YOUR SERVICE? 

  • Order before 3pm Monday-Friday and we'll process, pack and dispatch your order the same day.
  • Orders made after 3pm are dispatched the following working day.
  • Orders made over the weekend are dispatched on the following Monday ( unless it’s a bank holiday, in which case it will be the following Tuesday)

 

WHAT ARE YOUR P&P CHARGES?

UK Delivery

£2.50   3+ working days delivery service - FREE on orders over £20

£4     1-2 working days delivery service  - FREE on orders over £50 

£6  Guaranteed next working day delivery service - FREE on orders over £100

Click and Collect - FREE  at our London Store. We will email when your items are ready to collect ( usually within 3 working days) Please bring your order confirmation as proof of purchase.

 

EEC

£8  5-8 working days delivery - FREE over £100

 

US & Worldwide Delivery

£14 10-13 working days delivery - FREE on orders over £120 

 

Please Note: Except for Guaranteed delivery, all delivery times are average/approximate. Working days do not include Saturday, Sunday, or Bank Holidays.

 

DO YOU SEND INTERNATIONALLY? 

No problem - we send Sh! goodies all over the world. 

Just choose your delivery country from the drop down list when you create an account or during the fast checkout process and the relevant P&P charges to your country will be automatically generated. If you have any problems ordering from a particular country, please EMAIL US, telling us where you are trying to order from and we'll do our best to help.

Please be aware that parcels sent outside of the EU need a customs declaration slip on which we list a very general, non-specific (or embarrasing!) description.

If the country you order from has tight or restrictive custom laws we're sorry but we can't be held responsible for this - please ensure that the items you order are legally acceptable in your country before you order. 

 

CAN I REQUEST A PARTICULAR DELIVERY DAY?

For UK orders - Yes you can!

Choose Guaranteed Next Day Delivery and simply write the date you want to receive your package in the comments box at checkout - we'll do the rest. 

 

CAN YOU SEND A PRESSIE TO SOMEONE FOR ME?

Yes we can - Just enter the lucky person's address as the delivery address at checkout. 

Sending a Sh! Gift to someone is no problem for us and a fabulous surprise for your special someone. 

Add your address as the billing address and the recipient's address as the delivery address. Use your email as the contact email so you can be kept up to date with your order's process.

If you want the goodies gift wrapped, add this option at checkout. If you would like us to add a personalised card, just add your message in the comments box. We will email the invoice to you, so your friend will get no paperwork with their lovely gift. 

 

CAN I RETURN AN ORDER/ITEM I DON'T WANT?

No problem - we have an easy, no quibbe returns policy

 

CAN I CANCEL AN ORDER/ITEM? 

It's no problem if you change your mind and want you to cancel part or all of your order, 

Try to contact us asap so we can put a stop on the order if it has not yet been dispatched. 

 Just EMAIL US or call us on 03333 444 005/ option 2 as soon as you can. Please quote your customer number & the order no, if you have it, and let us know which item(s) you wish to cancel.

 If we haven't yet dispatched your goodies we will act immediately on your instructions. If you wish it cancel part of your order we will issue a refund for the item and dispatch the rest.

 If you wish to cancel the whole order we will refund in total including P&P.

 If, however, your parcel has already been dispatched we'll have to wait for items(s) to be returned until we can issue a refund. Orders dispatched by special delivery will be returned to us (and so cost you nothing) after 3-4 weeks if you refuse to sign for it/fail to pick up from the GPO collection office. 

 P&P is non-refundable on dispatched orders that have already been delivered.  

 

WHAT DO I DO IF I RECIEVE SOMETHING THAT DOESN'T WORK? 

The best thing is to contact us immediately so we can start putting things right straight away 

If you believe your toy isnt working properly, phone us (03333 444 005 / Option2) as soon as you can. 

Sometimes vibrators appear not to work but it can be as simple as placing the batteries in a special way or operating the switches in a particular sequence. 

We try to give all this info on the product pages, but if you are having problems, don't hesitate to contact us. 

If you prefer not to speak on the phone, EMAIL US with the problem and we offer advice/instructions that way.

If your toy turns out to defective on receipt or has been damaged in the post then it is NO problem to RETURN IT it for a speedy replacement.