Frequently asked questions

Add items to your basket, go to checkout, enter your delivery address and pay. You will get a confirmation email with your order number straight away.

No. You can check out as a guest — we only ask for the details needed to deliver your order and email your confirmation.

We accept major debit and credit cards and popular digital wallets at checkout. Your card details are handled by our payment provider and never stored on our servers.

Yes. Every price on the site includes UK VAT at 20%, so the price you see is the price you pay.

Email us with your order number as soon as possible. If it has not been dispatched yet we can usually amend or cancel it; once it is on its way you can return it under our returns policy.

Declines usually come from your bank rather than us — often an incorrect billing address, an expired card, or a security check. Try again or use a different card, and contact your bank if it keeps happening.

No minimum. Delivery is charged per the options at checkout, and standard delivery is free once your basket passes £40.

Yes. If you have a code, enter it in the "Discount code" box in your basket and the saving is applied straight away. Sale prices are applied automatically and need no code.

Codes can expire, run out of redemptions, or need a minimum spend — the basket tells you which applies. Check it is typed correctly; case does not matter.

Yes. Free delivery is judged on your basket total after the discount, so a code can take you back below the threshold. The basket always shows what you'd pay.

Standard delivery is £3.95 and free on orders over £40. Express delivery is £6.95.

Order before 4pm Monday to Friday and we dispatch the same working day. Later orders, weekends and bank holidays go out the next working day.

2–3 working days, Royal Mail, plain packaging Express is next working day if you order before 4pm.

Deliveries follow the carrier's working days, which are usually Monday to Saturday. We dispatch Monday to Friday.

We deliver across the United Kingdom, including Northern Ireland, the Scottish Highlands and the Isle of Man. We do not currently ship internationally.

Yes — use the Track order page with your order number and the email address you used at checkout to see the current status.

The carrier will either leave it in your nominated safe place, with a neighbour, or card you to rearrange. Nothing on the parcel indicates what is inside.

Yes. Because the packaging is completely plain, many customers do. Add the company name to the address so it reaches you.

Check the status on the Track order page first. If it is past the expected date, email us with your order number and we will chase the carrier or resend.

You will get an email when your order is confirmed and again when it is dispatched, so you know when to expect it.

Yes. Orders go out in a plain outer box or bag with no branding, no product names and nothing on the outside that hints at the contents.

Your payment shows as “XTU Retail”. There is no mention of the store name or the products.

A neutral sender name is used on the label, never anything suggestive or product-related.

No. We email you about your order. You only receive anything else if you explicitly opt in, and you can unsubscribe at any time.

Never. We share your details only with the partners needed to fulfil your order — our payment provider and delivery carrier — and nobody else.

Only as long as we need them to service your order and meet our legal and accounting obligations. You can ask us to delete your data at any time.

Yes. Under UK GDPR you can ask us to access, correct or delete your personal data — email us and we will action it within one month.

We use only the cookies needed to run the site, such as remembering your basket. We do not run advertising trackers.

Yes. The site runs over an encrypted connection and card details are handled entirely by our payment provider — we never see or store them.

No. The outer packaging carries only the address label and carrier information. Product packaging stays sealed inside.

Unopened items in their original sealed packaging can be returned within 14 days of delivery for a full refund of the item price.

For health and hygiene reasons, intimate products cannot be returned once the sealed packaging is opened. This is standard across adult retail and protects every customer.

Contact us within 30 days with your order number and a photo if you can. We will arrange a replacement or a full refund including any delivery you paid.

Email returns@xtoys.uk with your order number and the items you want to return. We will reply with instructions and the return address.

Return postage is yours to cover for a change of mind. If the item is faulty or we sent the wrong thing, we cover it.

Once your return arrives and is checked, we refund to your original payment method within 5–10 working days.

We process a return and refund, then you place a new order. That is faster than an exchange and gets you the right item sooner.

If you return the whole order under your cancellation rights we refund the standard delivery you paid. Upgraded delivery costs are not refunded for a change of mind.

Email us within 30 days with your order number and a photo of the damage and we will put it right — replacement or refund, your choice.

No. Our policy sits on top of your statutory rights on faulty or misdescribed goods, which are unaffected.

Non-porous materials — medical-grade silicone, ABS plastic, borosilicate glass and stainless steel — can be washed properly and will not absorb anything. Porous materials such as jelly, PVC and TPR cannot be fully sterilised, so use a condom over them.

100% silicone, glass, stainless steel and ABS plastic are the safest choices because they are non-porous and can be thoroughly sanitised.

Porous materials such as jelly rubber, PVC and TPR can trap bacteria and may contain phthalates. If you use them, always use a condom over the toy.

We list the material on the product page wherever the manufacturer supplies it. Materials vary: silicone, ABS plastic, glass and steel are non-porous and easy to clean; jelly, PVC and TPR are porous and are best used with a condom. Check the material before you buy rather than assuming.

Yes — high-quality silicone is non-porous, hypoallergenic and one of the best materials available. Use a water-based lubricant with it rather than silicone-based.

Yes. We buy through authorised UK wholesale channels, so brands like LELO arrive as genuine, boxed products.

Every item is brand new and sealed. We never sell returned, opened or refurbished intimate products.

Fully waterproof means the toy can be submerged and used in a bath or shower. Splashproof means it can be rinsed but not immersed — check the product page.

Most are, but some condoms and a few products contain latex. The material is listed on the product page — check it if you have a latex allergy.

Many branded products carry a manufacturer warranty, often one to ten years on premium brands. Keep your order confirmation as proof of purchase.

Start small and simple. A compact silicone vibrator or a smooth, modest-sized item is far more enjoyable than something ambitious, and a good water-based lubricant makes a real difference.

Choose smaller than you think. Every product page lists dimensions where the manufacturer supplies them — compare against something familiar and size up later if you want to.

They overlap. "Massager" usually describes a broader, whole-body or external device, while "vibrator" tends to mean something more targeted. Read the description for how it is designed to be used.

Something that works for both of you rather than a single-user item — a couples' massager, a vibrating ring, or a versatile external vibrator. Talk about it first and pick together.

Rechargeable is usually better: stronger and more consistent motors, cheaper over time, and no scrabbling for batteries. Battery-powered is fine for occasional or travel use.

Very, if privacy matters to you. Premium rechargeable toys are typically much quieter, and product descriptions usually mention whisper-quiet motors.

Almost always yes — it makes everything more comfortable and more enjoyable, and it is essential for anal play. Water-based lubricant is compatible with every toy material.

Water-based lubricant is safe with everything. Silicone-based lubricant can degrade silicone toys, and oil-based lubricant damages latex condoms.

Unless you know their preferences well, choose something broadly enjoyable — a quality water-based lubricant, a massage oil or a versatile external vibrator — rather than something very specific.

The Xtoys Guide has honest, practical articles on materials, sizing and choosing, written to help you decide rather than to upsell you.

Yes. Wash any new toy with warm water and mild unscented soap, or a dedicated toy cleaner, before you use it for the first time.

Only with a condom over it, or after thorough cleaning between users. Sharing without either can transmit infections.

No. Only use products with a flared base or retrieval loop for anal play — anything without one can be drawn in. Go slowly and use plenty of lubricant.

More than you think, and reapply as needed. Too little is the single most common cause of discomfort.

Many people do, but check with your midwife or doctor first, especially if your pregnancy has any complications.

Only if the product is rated fully waterproof. Water washes away natural lubrication, so use a water-resistant lubricant.

Stop using it. Irritation is often caused by a lubricant ingredient or a material sensitivity — switch to a simple water-based lubricant and a silicone or glass toy, and see a doctor if it persists.

Yes — choose silicone, glass, stainless steel or ABS products and latex-free condoms. Check the material listed on the product page.

Generally yes, provided it is clean, non-porous and comfortable. Listen to your body and take a break if you feel any soreness.

Avoid household oils, lotions and petroleum jelly. They can damage toys and condoms and disrupt your natural pH, increasing infection risk.

Wash with warm water and mild unscented soap or a dedicated toy cleaner after every use, then dry completely with a lint-free cloth.

No. Heat and harsh detergent can damage motors, seals and coatings. Hand wash only.

Only a non-motorised, 100% silicone toy can be boiled. Never boil anything with a motor, battery or electronics.

Clean, completely dry, and in a breathable bag or their own box. Store silicone items separately so they do not react with one another.

It has usually reacted with another material or a silicone-based lubricant. Wash and dry it, store it on its own, and use water-based lubricant.

Avoid both. Harsh cleaners can damage the surface and leave residue that irritates skin. Mild soap or a toy cleaner is enough.

Rinse it under warm running water with mild soap. Make sure any charging port cover is closed before it goes near water.

Wipe it with a damp soapy cloth, avoiding the battery compartment and charging contacts, then dry thoroughly.

Replace it if the surface is cracked, torn, sticky or discoloured, or if it smells even after cleaning. Damaged surfaces cannot be properly sanitised.

Remove any batteries and recycle them separately. Electronic items should go to an electrical recycling point rather than general waste.

Use the cable supplied, usually USB magnetic or a dedicated connector. A full charge typically takes one to three hours.

Most rechargeable toys give one to three hours of use per charge, depending on the intensity you use.

No. Charging contacts break the waterproof seal and using it on charge is unsafe. Let it finish first.

Battery-powered products list the type — commonly AA, AAA or LR44 button cells. Check the product page before ordering.

Not usually, unless the product page says so. Rechargeable products include their charging cable.

Charge it fully, check batteries are the right way round and not flat, and look for a travel lock — many toys lock when you hold a button for a few seconds.

A setting that stops the toy switching itself on in a bag. It is usually engaged by holding a button for several seconds; the same action unlocks it.

Yes. Put it in hold or hand luggage with the travel lock on or batteries removed. There is no UK restriction on carrying one.

Yes, for long storage. Batteries left in can corrode and ruin the contacts.

Most modern toys stop charging when full, but unplugging once charged is better for long-term battery life.

We are a UK online retailer of adult products — vibrators, dildos, anal toys, lingerie and essentials — built around plain packaging, discreet billing, honest prices and genuinely useful buying advice.

Yes. We are based in the UK, we price in pounds including VAT, and we ship from the UK.

No — we are online only. It keeps our costs down and your purchase completely private.

Email hello@xtoys.uk for general questions or returns@xtoys.uk for returns. A real person replies, usually within one working day.

We answer emails Monday to Friday during UK business hours. Messages sent at weekends are picked up the next working day.

Yes. You must be 18 or over to buy from Xtoys.UK, and you confirm this when you place an order.

We do not run a formal price match, but we price competitively and pass supplier savings straight through rather than inflating prices to discount them later.

Usually yes. Stock updates from our supplier several times a day, so out-of-stock lines often return within days.

We welcome feedback by email and are building on-site reviews. Your comments genuinely shape what we stock.

Our delivery, returns, privacy and terms pages set everything out in plain English, linked from the footer of every page.