Orders and discretion

Is ESSILRO only for customers aged 18 or over?

Yes. ESSILRO is an adult intimate wellness store. You must be at least 18 years old to use the website or place an order.

Is the packaging discreet?

Yes. Orders are sent in plain, secure outer packaging without product names or intimate descriptions on the outside.

Will the product name appear on my bank statement?

Statement wording is determined by the payment provider. The descriptor available for your payment method will be shown during checkout where possible.

Can I change or cancel an order?

Email info@essilro.com as soon as possible. We will try to help, but an order cannot always be changed once fulfilment has begun. Your statutory cancellation rights remain subject to our Returns policy.

Delivery

How long will delivery take?

Available services, charges and estimated timeframes are shown at checkout. You will receive dispatch confirmation and tracking where the chosen service supports it.

What if my parcel is late or missing?

Check the tracking first, then contact us with your order number if there has been no meaningful update or the parcel is beyond its estimated timeframe.

Returns and product condition

Can I return an intimate wellness product?

An eligible hygiene-sensitive item may be returned for a change of mind only while its hygiene seal or protective wrapping remains completely intact and the item is unused. Once that seal is broken, it cannot be returned for a change of mind. Faulty-item rights are unaffected.

What if my item is faulty or damaged?

Contact us promptly with your order number, a description of the issue and photographs where relevant. We will assess the issue and provide the appropriate next step under your statutory rights.

Choosing and caring for products

How do I choose a suitable product?

Start with your intended use, preferred sensation, material, size and control style. Product information and the ESSILRO Journal are designed to help you make a considered choice. If you remain unsure, contact us before ordering.

How should I clean and store my product?

Always follow the manufacturer's instructions supplied with the item. Check whether it is waterproof before immersing it, use a suitable cleaner where recommended, allow it to dry fully and store it separately in a clean, dry place.

Which lubricant should I use?

Follow the product manufacturer's compatibility guidance. Water-based lubricant is commonly compatible with many materials, but the instructions for the specific product always take priority.

Payments and support

Which payment methods do you accept?

The payment methods currently available are displayed securely at checkout.

How can I contact ESSILRO?

Email info@essilro.com. Please include your order number when contacting us about an existing order.