Customer Care
Customer Care is key to our success, and we believe transparency is the crucial element to that success. Unlike so many internet organisations you cannot contact customer services and if you do you hear a response two weeks later. Well not with Illicit Touch. We are always happy to talk and help in whatever we can. If not just help a bit choosing the right toy for you or gift for a friend.
Below is detailed essential information. Any questions give us a shout! At customercare@illicittouch.com
Contact Detail
Illicit Touch Ltd
91 Camden Street
NW1 0HP
Email us at customersevices@illicittouch.com
Call us on 0800 169 0092
Purchasing information
All our products are available for online purchase and worldwide delivery directly from Illicittouch.com.
The online purchasing section of the website is initiated by placing an item in your cart. You will then be guided through a few simple steps to complete your purchase. Please contact us if you have any queries at customercare@Illicittouch.com
Discreet Delivery
Whether Illicit Touch Ltd is shipping to your home, to your office or to a gift recipient, delivery is completely discreet. Depending on the customs regulations of your country, a general description may be included in small print on the outside of the plain white packaging. For EU packaging there will be no description; for US packaging the initials “H.M” will appear on the outside, while for all other countries the description will be “Sample toys”. Beyond that, our packaging makes no mention of the nature of the contents inside.
Of course, within the mundane shipping box you will find the distinctive, elegant packaging that befits its luxurious contents.
Illicit Touch very much provide a bespoke service to our customers therefore the delivery type is your choice. Our preferred supplier is Royal Mail and will be our default suppler for deliveries unless specified otherwise. We are happy to use another supplier if there are special reasons making this faster or more convenient for you, especially during holidays.
We will happily use a courier at minimal extra costs from our trusted suppliers.
Please note that we cannot ship to certain countries due to legal restrictions. If delivery problems arise, we will contact you by email or phone. You may be held responsible for customs or other fees upon your shipment’s arrival to your country, except in the USA, European Union and China.
Currency and Pricing
Prices on Illicit touch are by default quoted in Pounds sterling. However, prices may be displayed in local currency, depending on your location.
Payment
Illicit Touch accepts all the following forms of payment for online purchases:
For deliveries within the United Kingdom we accept all major UK Credit and Debit cards.
For delivery to European Union countries Visa, Debit card, Mastercard / Eurocard
For delivery outside the European Union: Major credit cards including Visa, Mastercard, American Express, Diner’s Club, Discovery
To safeguard your security ,Illicit Touch do not store any credit card details. If you are not comfortable providing your credit card details online, please contact customercare@Illicittouch.com and we will provide you with an alternative method of payment.
Online purchase transactions will be charged to your credit card at the time you submit your order. The transaction will however only be put through after we have verified your card details, received credit authorisation and confirmed stock availability. You will be informed by email if we are unable to complete your order for any reason.
A delivery / order confirmation will be emailed to you as soon as your purchase has been verified.
Shipping
Costs
Shipping costs are FREE on all orders over 150GBP otherwise a set fee per order, independent of country of delivery, the number of products or their weight.
This set fee is currently 6GBP, depending on the customer’s location.
Time
Internet orders are usually shipped within 2 days of receiving an order. Most orders will be delivered within 5 working days of shipment, but be aware that this can vary depending on country. Please also be aware some of our stock is custom made, for these specialist orders delivery times may vary and you may need to allow for 2 – 4 weeks. You will be notified of this prior to purchase.
You can always check the status of your order by logging in to your Illicit Touch account and checking your order history.
Customs & Duty
Please note that orders made outside the EU, Australia or the USA may be subject to additional import tax and duty once the order reaches its designated country. As Illicit Touch Ltd has no control over these charges, any additional import taxes and duty fees must be borne by you. In most countries, Illicit Touch Ltd products are treated as medical massagers and are 0% customs duty.
Tracking Your Order
A delivery / order confirmation will be emailed to you as soon as your purchase has been verified. With this confirmation you will find an order number.
If you have any questions about the delivery of your purchase or need help tracking it, please contact customercare@Illicittouch.com, quoting your order number.
Returns & Exchange
We are always extremely sorry to hear you are not happy with your purchase as we stand behind all our products. If you are dissatisfied with any item, it may be returned unopened and unused within 14 days of receipt for refund, exchange or credit.
- We do not accept non-defective exchanges on items that have been opened.
- We will not accept returns of items damaged due to improper care. Please ensure that you read and follow all care instructions.
- For hygiene reasons, we cannot accept non-defective exchanges on items that have been opened.
- Vibrators may not be returned unless they are defective.
- Shipping charges will only be refunded in cases where our error caused the return.
- Pre-authorisation is required for all returns and exchanges.
If upon receiving your delivery you find that the box has been damaged or opened, or content is missing, please take a photograph of the packaging and write “Damaged / opened / missing content when delivered by Royal mail (or as applicable supplier) on the receipt. Once you inform us and send us the photograph, we will take up the issue directly with Royal Mail (or as applicable supplier) and pursue compensation.
If any problems appear after the allocated time please contact us and we will see what we can do.
If you are unsure or want to chat about any of the above please email us at customercare@illicittouch.com or alternatively call us on 0800 169 0092 and we are happy to try and help.