FAQs
FAQ (Frequently Asked Questions)
Ordering & Payment
How do I place an order?
Simply browse our products, select your preferred item(s), and add them to your cart. Once ready, proceed to checkout and follow the prompts to complete payment and provide shipping details.
What payment methods do you accept?
We accept all major credit/debit cards, Google Pay, Apple Pay, Shop Pay. We are looking in to providing Klarna Pay soon! Your card statement will show a discreet billing descriptor, ensuring your privacy.
Will my order be discreetly billed?
Yes. Your transaction will appear on your bank statement as “NS Store” It will not reference “Naughty Squad” or adult items.
Shipping & Delivery
Do you offer discreet packaging?
We ship all orders in plain, unmarked boxes or padded envelopes with no reference to our brand or the product contents. Unless shipping company requests to declare information.
How long does shipping take?
A: Standard shipping typically takes 5-14 business days. You can also jump the queue for an additional fee. Please note that delivery times may vary based on your location and any potential carrier delays.
Do you ship internationally?
Yes, we currently ship internationally, shipping times and costs will be calculated at checkout. Please be aware of any customs regulations in your country.
How can I track my order?
Once your order is shipped, you will receive a confirmation email with a tracking number. Use this to track your package on the carrier’s website.
Returns & Exchanges
What is your return policy?
Due to hygiene and safety reasons, we only accept returns on unopened, unused items with the hygiene seal intact. For details, please see our Returns Policy page. Most sex toys and accessories fall in no returnable category for your own safety.
My item arrived damaged/defective. What should I do?
We apologize for any inconvenience! If your product arrives damaged or faulty, please contact our support team within 5 days.
Can I return an item if I change my mind?
Non-Hygienic products in original sealed packaging, you may return it within 14 days of delivery. However, once the seal is broken, we cannot accept a return for hygiene reasons unless it is proven faulty. Most sex toys and accessories fall in no returnable category for your own safety.
Product Information & Safety
Are your products body-safe and high quality?
Yes. We carefully select products made from body-safe materials like silicone, TPE, and phthalate-free plastics.
How do I clean and care for my new toy?
Wash your toy before fist use! We recommend using warm water and mild soap, or a specialized toy cleaner. Always dry your product thoroughly and store it in a clean, cool place. Refer to the product manual for specific instructions.
Which type of lubricant is best?
For most silicone toys, water-based lubricants are the safest choice. Silicone-based lubricants can sometimes damage silicone materials, so check the manufacturer’s recommendations.
Sizing & Fit (for Lingerie & Apparel)
How do I find the right size lingerie?
We provide a detailed size chart on each product page. If you are unsure, feel free to contact our support team with your measurements.
Do you offer plus sizes or a wide range of fits?
Yes! We believe everyone deserves to feel sexy and confident. Our lingerie section includes a variety of sizes, from petite to plus.
Privacy & Security
Is my personal information kept private?
Absolutely. We never share or sell customer data. Your information is used solely to process your order and improve our services, in compliance with UK GDPR and other data protection regulations.
Will anyone know what is inside my package?
Our discreet packaging policy means there are no external labels or markings indicating the contents. Only you will know what is inside. On a rare occasion there can be delivery companies that note down rough box content, but it nothing that would be too visible or obvious.
Age Verification
Do I need to confirm I am over 18 to order in Uk?
By UK law (and many other authorities), adult products can only be sold to customers 18 or older. You will be asked to confirm your age during checkout.
Customer Support
How can I contact you if I have more questions?
We are here to help! You can reach our friendly support team via:
Email: support@naughtysquad.co.uk
Live Chat: Click the chat icon on our website for assistance.
What are your customer service hours?
Our team is available Monday–Friday, 9am–3pm (GMT). We aim to respond to messages within 24 hours (excluding weekends and holidays).
Promotions & Discounts
Do you offer discount codes or promotions?
Yes, we periodically run promotions and share exclusive discount codes via our newsletter or social media. Sign up or follow us to stay in the loop.
Can I combine multiple coupon codes?
In most cases only one coupon code can be applied per order unless otherwise stated in the promotion’s terms and conditions.
Sex Doll & Robot-Specific Questions
How discreet is delivery for a larger doll?
Large dolls are shipped in sturdy, plain boxes. No branding or indication of the contents will be visible on the outside.
Can I customize my doll’s features?
Not Yet! Contact support for help with special requests.
How do I maintain and clean a life-size doll?
We recommend a specialized doll cleaner for TPE or silicone materials. Refer to the manufacturer’s guide on proper care and storage to extend the life of your doll.
Still Have Questions?
If there is anything we have not covered, reach out to our support team, or use the live chat. We are committed to helping you have a smooth, discreet, and enjoyable shopping experience at Naughty Squad!