Free UK delivery on all orders over £30

So Divine

FAQs

Frequently Asked Questions

Below are some of the most commonly asked questions. If you can’t find the answer you’re looking for please contact us and we’ll be happy to help

PRODUCT QUESTIONS

Where can I buy So Divine products?

There is a shop on our website that means you can buy any So Divine products 24/7 delivered discreetly to your door.

So Divine is also available from several other ecommerce sites like Look Fantastic, Feel Unique, Amazon and eBay. If you prefer to look at physical products, our brand is stocked in a number of independent retailers as well as Tesco and Boots.

How do I use my So Divine product?

Helpful instructions on how to use your product can be found on the back of packaging and in the product manual you’ll find in the pack. Copies of product manuals can be found on the relevant product page too.

You will also find extra advice and help on our blog thanks to our sexpert Jess Wilde.

What is the best sex toy to use for a beginner?

We are so excited for you to start this discovery journey! We have a filter available when looking through our So Divine range to filter the ideal products for beginners. We also have a product selector to help you choose the right toy for you based on your preferences.

And don’t forget to check out our advice hub blog that provides lots of information and help on sexual wellbeing with our sexpert Jess Wilde

Can I return my purchase if I’m not satisfied with it?

Due to hygiene reasons, we are not able to accept returns without a fault or defect once the product has been opened.

Our Returns Policy does not affect your statutory rights. For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.

We can provide more support in correctly using your product or help you choose another suitable product from the So Divine range. We have product manuals available on each product page and why not try our product selector to choose the right toy to spice up your life?

My product is faulty/defective, how do I return my item/receive a replacement?

Please accept our apologies if you believe there is a fault with your item. We take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail. Please contact us with further details and provide as much information and images as possible to help us understand the fault and resolve the matter for you. We would be happy to provide a replacement part or product, a suitable alternative or discuss a refund where necessary.

What should I do if I receive an incorrect item?

Please accept our apologies if you have received an incorrect item. Please contact us with further details, we will work to provide the best solution for you as quickly as possible.

What should I do if my item is damaged?

Please accept our apologies if you have received a damaged item. Please contact us with full details, attaching any pictures you have of the damage to the message.
If damage has been caused during transit, we ask that you do not refuse delivery, instead accept the goods, and contact us immediately. Refusing a delivery may result in a delay of the parcel being returned.

Is my product waterproof?

Most So Divine products are fully waterproof, but this is not always possible. Please refer to each product’s details explain on packaging, product manuals and on the relevant product pages.

How do I store my item?

Please store your item in a cool, dry area, out of direct sunlight. Products should not be stored in contact with other products, especially products made by other companies. Please remove batteries after use or cover batteries with battery isolator provided. Rechargeable items should be partially charged when placed into storage to best extend battery life.

What’s the best way to clean So Divine products?

Cleaning your toys regularly is essential for prolonging their life and keeping them functioning at their best. Products can be cleaned using warm water and soap or you can choose to clean them with a sex toy cleaner.

RECHARGEABLE PRODUCTS

How do I know if my rechargeable product is charging?

This varies depending on the product; please consult your packaging or product manual for more details. Usually, an LED light will flash on most of our rechargeable products and then stop once fully charged. Any issues, please contact customer service

have lost the USB lead or mains adapter for my product; how do I obtain a new one?

A replacement charger can be ordered online via the following link: https://so-divine.com/product-category/sex-toy-chargers/ Any issues, please contact customer service as we can help you.

ORDERS & SHOPPING

What payment methods can I use on so-divine.com?

We accept PayPal, Visa, and MasterCard payments as well as Klarna.

Can I cancel my order after I place it?

Please contact us immediately after placing an order if you wish to cancel it. There is no guarantee the order can be cancelled if it has already been processed by our warehouse team. If the goods have already been dispatched, please contact us for more information about product returns.

I accidentally ordered the wrong item/colour how do I change this?

Please contact us immediately for assistance. If the goods have already been dispatched, it will not be possible to change the order, but we will do what we can to work with you to find a solution.

SHIPPING

Do you offer free delivery?

Free delivery is available with orders over £30 for UK and Ireland.

Orders for delivery outside of UK and Ireland have a flat rate fee applied at checkout. Detailed shipping dates and rates are calculated on your region during checkout. All shipping methods include a tracking number to follow your shipment.

Please note free delivery is not to be used in conjunction with other offers unless stated specifically.

Can you help me with special requirements for my order?

If you have special order requirements, we suggest dropping us a message before you place your order. If it relates to delivery requirements, please add the details into the delivery instructions during the order process and we will try to accommodate them. Feel free to also contact us regarding your delivery.

Are packages and delivery discreet?

Discreet packaging for us means a plain white/brown box or padded envelope, depending on size of the order. Only the address label and a return address are visible. Just a Royal Mail white postage label showing your name and address. We are required to show a returns address but don’t worry our brand name will not appear.

With International deliveries, once Royal Mail deliver the product to your country your own domestic postal service takes over, in most cases they are discreet, but we advise customers with concerns to check their local postal services terms and conditions first.

What shipping method is used?

All UK orders are dispatched via Royal Mail or DPD recorded delivery, to ensure the safety of your order.

We dispatch international orders with Royal Mail International. However, when shipping to the rest of the world a Customs declaration (CN22) is required. It will list the contents as “massager ” or “Silicone” depending on the product and give a total weight of the package. We do not list the contents, and we do not display our brand name or any additional information beyond the absolute legally required minimum. Once Royal Mail deliver the product to your country your own domestic postal service takes over, in most cases they are discreet, but we advise customers with concerns to check their local postal services terms and conditions first.

Do you ship to my country?

We strive to offer worldwide shipping. Detailed shipping dates and rates are calculated on your region during checkout. All shipping methods include a tracking number to follow your shipment.

We dispatch international orders with Royal Mail International. Once Royal Mail deliver the product to your country your own domestic postal service takes over, we advise customers with concerns to check their local postal services terms and conditions before ordering.

Please note, all customs and import fees that your region may require are your responsibility, we are unable to cover these fees or taxes. For further information, please contact your local customs office. You must comply with all applicable laws and regulations of the country for which the order is destined. We will not be liable or responsible if any such law is broken.

How much will shipping cost?

You’ll get free shipping on all orders over £30. For smaller orders, there is a flat rate for postage and packaging of £3.95 for UK and Ireland, USA £9.95, Saudi Arabia £14.00 and anywhere else worldwide will be £7.50 unless stated otherwise during the checkout process.

All customs and import fees that your region may require are your responsibility, we are unable to cover these fees or taxes. For further information, please contact your local customs office. You must comply with all applicable laws and regulations of the country for which the order is destined. We will not be liable or responsible if any such law is broken.

How long do orders take to arrive?

Orders shipped in the UK take 3 – 5 working days. International orders normally take 7 – 10 working days but may be slightly longer depending on the region.

Please note – due to current delays shipping may take longer than usual. International orders could take up to 21 working days.

Didn't find the answer you were looking for?

Don't worry, our team are here to help you – drop us a message and we’ll come back to you as soon as we can.

Sign up

get 10% off your first order with us

*No spam, only high-quality curated content.

You can unsubscribe from our emails at any time. By proceeding you agree to our email terms and conditions and privacy policy.

Trustpilot

Company Registration No: 07454584

© Viator Health Ltd