FAQs about orders

Ordering from our shop is easy. Simply add the items you want to your cart. Take your time reviewing all the details of your order, and when you proceed to checkout, our secure checkout process allows you to enter your payment details easily and with complete security.

Please first provide us with the correct address. We will check your order status to determine whether a change is still possible.

• If your order has not yet been shipped: We can update the delivery address for you immediately.
• If your order has already been shipped: Unfortunately, we can no longer change the address after shipment, as logistics providers do not accept address changes once the package has been handed over. We recommend tracking the shipment status and contacting the shipping provider directly to check whether redirection is possible.

If you ordered the wrong product, please first let us know which product you would like instead. We will then check the status of your order to determine whether a change is still possible.

• If your order has not yet been shipped: We can change the product for you immediately.
• If your order has already been shipped: Unfortunately, no changes are possible after shipment. We appreciate your understanding and thank you for your patience.

We are happy to support order cancellations. When submitting a cancellation request, please also provide the reason so that we can continue improving our service.

Our cancellation policy is as follows:

• Within 12 hours of placing the order (provided the package has not yet been shipped): You will receive a full refund with no transaction fees.
• More than 12 hours after placing the order (if the package has not yet been shipped): Cancellation is still possible, but a 10% transaction fee will be withheld.
• If your order has already been shipped: Unfortunately, cancellation is no longer possible. Once the package is in transit, the shipping process cannot be stopped.

Thank you for your understanding!

You can easily obtain discount codes as follows: Check our homepage or the “Sale” page regularly—you’ll find all current promotions and available discount codes there, which you can use directly.

You can contact us by email or via live chat—we’re happy to help with any questions about your order.

Normally, after completing your order, you will automatically receive an order confirmation at the email address you provided during checkout.

If you have not received an email, please first check whether the email address you provided is correct. The email may also have ended up in your spam or junk mail folder—please check there as well.

If you still cannot find the confirmation after these checks, please contact our customer service. We will be happy to help you check the status of your order.

No problem! If you can’t find a suitable answer, our team will be happy to assist you. Simply email us at service@mymasturbator.de, and we’ll get back to you as soon as possible. Your satisfaction is important to us—don’t hesitate to contact us!