FAQ's

Is shipping discreet?

Yes. All orders are shipped in plain, discreet packaging with no obvious product names or branding on the outside of the package.

How long does shipping take?

Shipping times vary based on your location, the products ordered, and the shipping method selected at checkout. Estimated delivery timing will be shown during checkout and in your shipping confirmation email once your order is placed.

Do you ship internationally?

International shipping may be available depending on the destination, product type, and local shipping restrictions. If your country appears at checkout, shipping is available. If you are unsure, contact us before placing your order.

Can I track my order?

Yes. Once your order has shipped, you will receive a confirmation email with tracking information so you can follow your delivery.

What is your return and refund policy?

Because intimate products are personal-use items, opened products may not be eligible for return. If your order arrives damaged, incorrect, or there is an issue with your purchase, contact us as soon as possible so we can review the situation and help with a replacement, store credit, or refund when appropriate. For full details, please review our official return and refund policy.

What should I do if my order arrives damaged or incorrect?

Contact our customer support team as soon as possible after delivery. Include your order number and clear photos of the issue so we can resolve it quickly.

Are your products body-safe?

We prioritize products made from body-safe materials whenever possible. Each product page should be reviewed for specific material details, care instructions, and usage information before purchase.

How do I clean my products?

Cleaning instructions depend on the material and design of the product. In general, wash your item before and after use with warm water and a gentle toy cleaner or mild soap, then dry it fully before storing. Always follow any product-specific care instructions listed on the product page or packaging.

How should I store my products?

Store products in a clean, dry place away from direct sunlight, heat, or dust. For best results, keep items dry and separated when needed based on material type.

What payment methods do you accept?

Available payment methods are shown at checkout and may include major credit cards, debit cards, Shop Pay, PayPal, and other locally available payment options depending on your region.

Is my payment information secure?

Yes. Payments are processed through Shopify’s secure checkout system, which is designed to help protect your payment information during the transaction process.

Do you offer customer support if I have questions before ordering?

Yes. If you have questions about a product, shipping, or your order, please contact us through the contact information listed on our website. We are happy to help.

How do I contact customer support?

You can reach us through the contact page or customer support email listed on our website. If you have an order-related question, include your order number to help us assist you faster.

Is there an age requirement to shop at Ember Delights?

Yes. You must be 18 years of age or older to purchase from Ember Delights.

Will my order details appear clearly on my bank statement?

Your payment descriptor may vary depending on the payment processor or checkout method used. If you have concerns about billing privacy, contact us before placing your order.

Do you offer guidance for first-time buyers?

Yes. We aim to make shopping easier for both first-time and experienced customers by providing product information, care guidance, and educational content to help you make informed decisions.