Shipping policy

MyJoyToys Ltd

Shipping, Delivery, Returns & Refunds Policy

Effective Date: 12 August 2026

MyJoyToys Ltd
5 Braydon Square
Stepney Green
London
E1 0SG
United Kingdom

1. Introduction

At MyJoyToys, we are committed to getting your order to you as discreetly, securely and efficiently as possible.

We understand that privacy and discretion are particularly important when ordering sexual-wellness and intimate products. Orders are therefore dispatched in plain, discreet packaging with no indication of the contents on the outside of the parcel.

This policy explains how orders are dispatched and delivered, the delivery services available, what happens if something goes wrong with an order, and how returns, refunds and faulty products are handled.

Nothing in this policy affects your statutory rights under applicable consumer law.

2. Delivery Choices

Delivery options available to you will be displayed at checkout based on your delivery address, the products in your order and the delivery services available for that order.

Available UK delivery services may include:

Service	Expected Delivery	Tracking	Typical Dispatch Cut-Off
Evri Standard Delivery	2–3 working days	Yes	2:00pm Monday–Friday
Evri Express Delivery	1–2 working days, including Saturdays	Yes	2:00pm Monday–Friday
DHL Express Delivery	Usually the following working day	Yes	2:00pm Monday–Friday

The delivery charge applicable to your order will be displayed at checkout before you complete your purchase.

Delivery times are estimates and are not guaranteed unless a specific guaranteed delivery service has expressly been offered to you.

3. Order Dispatch

For dropship orders, orders placed before 2:00pm Monday to Friday will normally be dispatched on the same working day.

Orders placed after the 2:00pm cut-off will normally be dispatched on the next working day.

Orders placed after the cut-off on a Friday will normally be dispatched on the following Monday, excluding bank holidays.

Same-day dispatch is an endeavour rather than an absolute guarantee.

During particularly busy periods, priority may be given to orders placed earlier in the day and orders requiring express or next-working-day delivery.

Saturday delivery may be available for certain services and locations.

Where an order contains an item that is temporarily unavailable or subject to a supplier or manufacturing delay, dispatch may take longer. Where we become aware of a significant delay, we will contact you where appropriate.

4. UK Delivery

Evri Standard Delivery

Expected delivery: 2–3 working days.

This is our standard UK delivery option where available.

Tracking information will be provided where available.

Evri Express Delivery

Expected delivery: 1–2 working days, including Saturdays.

This service is intended for customers who require a faster delivery option.

The service is subject to carrier availability and delivery conditions in your area.

DHL Express Delivery

Expected delivery: usually the following working day.

This is our express UK delivery option where available.

Please note that next-working-day delivery is not guaranteed in every location or circumstance. Remote locations, severe weather, carrier disruption and other circumstances outside our reasonable control may result in additional delivery time.

5. Remote & Extended Delivery Areas

Some UK locations may require additional delivery time.

This may include certain:

AB postcodes;
DD postcodes;
FK postcodes;
TD postcodes;
PH postcodes;
Northern Ireland;
Scottish Highlands;
Scottish Islands;
Isles of Scilly; and
other remote or extended delivery locations.

Certain remote areas may require approximately 2 additional working days.

If an additional delivery charge is required for your address, we will display the applicable charge at checkout or contact you where necessary.

6. Delivery to Northern Ireland, Highlands & Islands

Delivery services and delivery times to Northern Ireland, the Scottish Highlands and Islands and other remote areas can differ from standard UK mainland delivery.

Where applicable, the delivery service and estimated delivery time available for your address will be displayed during checkout.

Please allow additional time where your postcode is classified by the carrier as a remote or extended delivery area.

7. BFPO – British Forces Post Office

Where delivery to a BFPO address is available, orders will be dispatched using an appropriate tracked postal service.

BFPO delivery times can vary because parcels are delivered through the BFPO network before being distributed to the final destination.

The country shown on a BFPO address does not necessarily determine the delivery method. BFPO orders are handled through the appropriate BFPO arrangements.

8. European Delivery

European dropship orders are normally delivered within approximately:

3–10 working days.

The delivery service and applicable delivery charge will be shown at checkout.

International delivery times are estimates and may be affected by customs processing, local postal services, carrier delays or other circumstances outside our control.

9. Rest of World Delivery

Delivery to destinations outside Europe is normally expected to take approximately:

7–10 working days.

The applicable delivery charge will be shown at checkout.

10. United States Delivery

Delivery to the United States is normally expected to take approximately:

7–10 working days.

The applicable delivery charge will be shown at checkout.

Delivery times are estimates and may be affected by customs clearance, local carrier services and other circumstances outside our control.

11. International Weight Limits

International dropship delivery services may have weight restrictions.

The current supplier delivery limits are:

Europe: up to 2kg;
Outside Europe: up to 1.5kg.

Orders exceeding these limits may require an alternative delivery service or incur an additional delivery charge.

Where additional charges are unavoidable, we will contact you where appropriate before proceeding.

12. Customs, Duties & Import Charges

International orders may be subject to customs duties, taxes, import charges or other fees imposed by the destination country.

Where such charges are applicable and are not expressly included in the delivery price shown at checkout, they may be payable by the recipient.

Customs rules vary between countries and are outside the control of MyJoyToys.

Customers are responsible for ensuring that the products they order can legally be imported into their destination country.

13. Discreet Packaging

All orders are dispatched in plain, discreet packaging.

The outside of the parcel will not identify the intimate or sexual-wellness nature of the products inside.

We take customer privacy seriously and aim to ensure that the contents of your order are not identifiable from the exterior packaging.

14. Tracking

Where a tracked delivery service is selected, tracking information will normally be provided once the carrier has received and scanned the parcel.

For courier deliveries, the carrier may send delivery notifications by email or text message.

Please ensure that the email address and, where requested, mobile telephone number provided during checkout are accurate so that delivery notifications can reach you.

15. Evri ParcelShop Collection

Where Evri provides the option, customers may be able to divert their parcel to a nearby Evri ParcelShop after tracking information has been issued.

ParcelShop diversion is controlled by Evri and is subject to availability.

A valid email address is required to receive relevant tracking and collection information.

MyJoyToys cannot guarantee that every parcel will be eligible for ParcelShop diversion.

16. Failed Delivery Attempts

If a carrier is unable to deliver your parcel, it may:

make another delivery attempt;
leave instructions for you to rearrange delivery;
offer collection from a designated location; or
return the parcel to the sender/fulfilment facility after the carrier's applicable holding period.

Please follow the carrier's tracking instructions where possible.

If a parcel is returned because delivery could not be completed, please contact MyJoyToys.

Any redelivery arrangements will depend on the circumstances and applicable consumer rights.

17. Delayed Deliveries

Delivery dates and times are estimates.

Although we work with our fulfilment and delivery partners to dispatch orders promptly, we cannot guarantee that a carrier will always meet its estimated delivery time.

Delays may occur because of:

adverse weather;
strikes or industrial action;
customs processing;
incorrect or incomplete delivery information;
exceptionally high parcel volumes;
carrier operational issues;
remote delivery locations;
public holidays; or
other circumstances outside our reasonable control.

If your order appears to be significantly delayed, please contact us and we will investigate it with the relevant carrier or fulfilment partner.

18. Lost Parcels

If your parcel appears to have been lost in transit, please contact MyJoyToys.

We will investigate the delivery with the relevant carrier and/or fulfilment partner.

Where a delivery service provides a carrier claim process, we will manage the claim where appropriate.

You will not be required to contact our wholesale or dropship supplier yourself.

Please retain any tracking information and delivery communications you receive.

19. Damaged Parcels

If your parcel arrives visibly damaged, please contact us as soon as reasonably possible.

Where possible, please provide photographs showing:

the outer packaging;
the shipping label;
any visible damage;
the internal packaging; and
the product itself.

We ask customers to report delivery damage within 36 hours where reasonably possible, because this enables us to raise carrier or fulfilment claims promptly.

However, this reporting request does not remove or restrict any statutory rights you may have.

20. Incorrect Items

If you receive an item that is different from the product you ordered, please contact MyJoyToys before opening or using the item wherever possible.

Please provide:

your order number;
photographs of the item received;
photographs of the packaging and shipping label; and
details of the product you expected to receive.

We will investigate the issue and provide the appropriate solution.

Where an incorrect product has been supplied, we will arrange the appropriate return or replacement instructions.

21. Your Statutory Consumer Rights

Nothing in this policy limits your statutory consumer rights.

Goods supplied by MyJoyToys should be:

of satisfactory quality;
fit for their intended purpose; and
as described.

If goods are faulty, not as described or otherwise fail to conform to your contract with us, you may have legal rights to a refund, repair, replacement, price reduction or other remedy depending on the circumstances.

Under UK consumer law, online customers also generally have a statutory cancellation right for eligible goods even where the goods are not faulty.

22. Change-of-Mind Returns for Online Orders

For eligible online purchases, you generally have 14 days from the day after you receive your goods to tell us that you wish to cancel your purchase.

After notifying us, you generally have a further 14 days to return the goods.

You do not normally need to provide a reason for cancelling.

Once you have notified us of cancellation, please contact us for the appropriate return instructions.

These rights are subject to statutory exceptions, including certain sealed goods that cannot be returned for health or hygiene reasons once opened.

23. Intimate & Hygiene-Sensitive Products

Because MyJoyToys supplies intimate and personal-use products, certain goods may be excluded from the statutory change-of-mind cancellation right once their protective seal has been broken.

This applies where the goods were supplied sealed for health or hygiene reasons and become unsuitable for return once opened.

Where applicable:

the hygiene seal should remain intact;
sealed products that have been opened may not be eligible for a change-of-mind refund; and
this restriction does not remove your rights where the product is faulty, defective, incorrectly supplied or otherwise does not conform to the contract.

We will identify applicable hygiene restrictions on individual product pages wherever appropriate.

24. Clothing & Lingerie

Clothing and lingerie are not automatically excluded from all returns.

Where a product is eligible for a change-of-mind return, it should be returned unused and in an appropriate resalable condition, subject to applicable hygiene restrictions.

Any protective hygiene seal, gusset protection or similar hygiene feature should remain intact where applicable.

Faulty, damaged or incorrectly supplied clothing or lingerie should be reported to us regardless of whether it is normally eligible for a change-of-mind return.

25. Condition of Change-of-Mind Returns

Where a change-of-mind return is legally permitted, customers may handle goods only to the extent reasonably necessary to establish their nature, characteristics and functionality.

Products should be returned:

unused where reasonably possible;
in their original condition;
with original packaging where reasonably possible;
with applicable seals intact;
with accessories and components supplied with the product; and
without damage caused by unnecessary handling.

If goods have been handled beyond what is reasonably necessary and their value has been reduced as a result, a deduction may be permitted under applicable law.

26. Return Postage for Change-of-Mind Returns

Where you exercise your statutory right to cancel an online order because you have changed your mind, you are generally responsible for the direct cost of returning the goods unless we have agreed otherwise or applicable law requires us to pay those costs.

We recommend using a tracked postal service and keeping proof of postage.

Where goods are faulty, damaged, incorrectly supplied or otherwise do not conform to the contract, different rules may apply.

27. Faulty Products

If you believe that a product is faulty, defective or does not work as it should, please contact us as soon as possible.

Please do not dispose of the product unless we specifically tell you that this is appropriate.

To help us investigate the problem, we may reasonably ask for:

photographs;
a description of the fault;
information about how the product was used;
confirmation that batteries or charging equipment were used correctly; or
a short video demonstrating the fault.

For some products, video evidence can help us establish the problem quickly.

However, we will not use an evidence request to unlawfully restrict your statutory consumer rights.

28. Faulty Goods Within 30 Days

If goods are faulty or otherwise do not conform to your contract, you may have a statutory right to reject them and receive a refund where the legal requirements are met.

The short-term statutory right to reject generally applies within 30 days of delivery, subject to the applicable rules and exceptions.

Please contact us so that we can arrange the appropriate remedy.

29. Faulty Goods After 30 Days

If a fault becomes apparent after the initial 30-day period, you may still have statutory rights.

Depending on the circumstances, we may be required to provide a repair or replacement.

If repair or replacement is impossible, unsuccessful, cannot be provided within a reasonable time or would cause significant inconvenience, you may have further rights to a price reduction or refund.

The exact remedy depends on the circumstances and applicable consumer law.

30. Additional One-Year Product Guarantee

Some products supplied through our fulfilment partners are covered by an additional one-year product guarantee against faults.

Where applicable, we may use this supplier guarantee to obtain:

a replacement;
a refund; or
account credit

from our fulfilment supplier.

This supplier guarantee is an additional arrangement and does not replace or limit your statutory rights against MyJoyToys.

A supplier or manufacturer's guarantee cannot be used to remove statutory consumer rights.

31. Fault Investigation

For certain faulty products, we may need to liaise with the manufacturer or fulfilment supplier.

The supplier may require us to provide:

photographs;
video evidence;
charging or battery information;
details of the fault;
product information; or
the physical product for inspection.

We will manage this process on your behalf.

You do not need to contact our wholesale or dropship supplier directly.

Your contract and customer relationship are with MyJoyToys.

32. Return Authorisation

Please contact MyJoyToys before sending any product back.

Where necessary, we will provide:

return instructions;
a return address;
a return reference; and/or
any other information required to process the return.

Please do not send a return to an address obtained from another source.

This is particularly important for orders fulfilled through our dropship fulfilment arrangements.

33. Return Inspection

Returned goods may be inspected to establish:

whether the correct product has been returned;
whether the product has been used;
whether a hygiene seal has been broken;
whether the product is damaged;
whether the product is faulty; and
whether the goods have been handled beyond what is reasonably necessary.

We will not use our inspection process to restrict statutory rights.

34. Refunds

Once a return has been received and assessed, we will notify you of the outcome.

Where a refund is due, it will normally be made to the original payment method used to place the order.

For statutory cancellation returns, refunds will generally be made within the applicable 14-day statutory period, subject to the legal rules concerning receipt of the returned goods or appropriate evidence that they have been sent back.

For statutory cancellations, the standard delivery charge paid for the order will generally also be refunded. Where you selected a more expensive delivery service, we are generally only required to refund the cost of the least expensive standard delivery option offered.

35. Refund Deductions

Where you exercise a statutory cancellation right, we will not make arbitrary administration or restocking deductions.

Where permitted by law, a deduction may be made if goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functionality and their value has consequently been reduced.

No deduction will be made where applicable law does not permit one.

36. Products That Cannot Be Returned After Opening

Certain products may be excluded from change-of-mind returns after opening where the law provides a health or hygiene exception.

This can include products supplied with a protective seal where breaking that seal makes the product unsuitable for return for health or hygiene reasons.

This does not prevent you from exercising statutory rights where the product is faulty, defective, incorrectly supplied or otherwise does not conform to the contract.

37. Used Products

Products that have been used may not be eligible for a change-of-mind return where a statutory hygiene exception applies.

If you believe a used product is faulty, please contact us.

A faulty-product claim is considered separately from a change-of-mind return.

38. Original Packaging

For change-of-mind returns, we ask that products are returned in their original packaging wherever reasonably possible.

Where the law gives you a statutory cancellation right, we will not use packaging requirements to unlawfully prevent you from exercising that right.

However, unnecessary damage or handling may affect a refund where applicable law permits a deduction.

39. Returns for Exchanges

If you simply change your mind and would prefer a different product, please contact us.

Where appropriate, we may be able to arrange an exchange.

For change-of-mind exchanges, additional delivery charges may apply depending on the circumstances and the product selected.

If an exchange is required because a product is faulty, incorrect or otherwise does not conform to your contract, we will handle the matter in accordance with your statutory rights.

40. Cancelled Orders

If you contact us to cancel an order before dispatch, we will make reasonable efforts to stop the order from being dispatched.

If an order has already been dispatched, you may still have statutory cancellation rights where applicable.

Please contact us as soon as possible if you wish to cancel an order.

We will explain the appropriate return arrangements.

41. Orders Returned to Sender

If a parcel is returned to our fulfilment facility because delivery could not be completed, please contact us.

Depending on the circumstances, we may be able to arrange:

redelivery;
an alternative delivery arrangement; or
a refund where applicable.

Where redelivery is requested because the customer failed to accept or collect the parcel, additional delivery charges may apply where legally permitted and where the customer has been informed of those charges.

Supplier-side charges do not automatically determine or remove your statutory consumer rights.

42. Dropship Fulfilment

Some MyJoyToys orders may be fulfilled directly by an authorised wholesale or dropship fulfilment partner.

Where this happens:

your customer relationship remains with MyJoyToys;
you should contact MyJoyToys regarding any problem;
you should not contact our supplier directly;
we will manage communication with the fulfilment partner;
we will arrange appropriate return instructions;
the supplier may assess faulty products on our behalf; and
supplier terms do not remove or reduce your statutory rights against MyJoyToys.

43. What Happens If Something Goes Wrong?

If there is a problem with your order, please contact us.

We will investigate the matter with the relevant delivery carrier, fulfilment partner or manufacturer where necessary.

Depending on the circumstances, we may arrange:

a replacement;
a refund;
a repair;
a return;
a delivery investigation;
a carrier claim; or
another appropriate remedy.

We will keep you informed where an investigation is required.

44. Delivery Claims

Where an insured or tracked delivery service has been used and a parcel is reported lost or damaged, we may need to raise a claim with the relevant carrier or fulfilment partner.

The carrier may have its own investigation procedures and timescales.

We will manage the process on your behalf.

Customers may be asked to confirm that a parcel has not been received where the carrier requires this as part of its investigation.

This does not remove any statutory rights you may have.

45. Proof of Purchase

We may ask you for reasonable proof that the purchase was made through MyJoyToys.

This may include:

your order number;
order confirmation;
email address used for the purchase;
payment information; or
other reasonable evidence of purchase.

46. Customer Support

If you need help with:

a return;
a refund;
a faulty product;
a damaged parcel;
an incorrect item;
a missing parcel;
delivery tracking; or
cancellation of an order,

please contact:

MyJoyToys Ltd

Email: info@myjoytoys.co.uk

Please include your order number whenever possible.

47. Important Information About This Policy

This policy is intended to explain our normal delivery, return and refund procedures.

Nothing in this policy is intended to:

exclude or restrict your statutory consumer rights;
mislead you about your legal rights;
prevent you from exercising a statutory cancellation right;
prevent you from making a legitimate faulty-product claim; or
impose terms that are inconsistent with applicable consumer law.

Where there is a conflict between this policy and a mandatory statutory consumer right, the statutory right will apply.

48. Delivery Summary

UK

Evri Standard: approximately 2–3 working days

Evri Express: approximately 1–2 working days, including Saturdays

DHL Express: usually the following working day

Dispatch cut-off: 2:00pm Monday–Friday

Europe

Approximately 3–10 working days

Weight limit: 2kg

United States

Approximately 7–10 working days

Weight limit: 1.5kg

Rest of World