Frequently Asked Questions
Shipping Information
Discreet Packaging
What does the SensationsDeluxe package look like?
At SensationsDeluxe, we ensure your order is delivered discreetly. Our packaging is neutral and gives no indication of the contents inside, guaranteeing your privacy. Below, you’ll find an image of what your package will look like.
Discreet billing
Will my bank statement show that I shopped at SensationsDeluxe?
No, your bank statement will only display the neutral name "Handelsonderneming Okken", the legal entity processing our payments. We’ve intentionally set it up this way to ensure your SensationsDeluxe purchase remains completely discreet. This way, your privacy is fully protected, and you never have to worry about visibility.
Delivery time
How fast will my SensationsDeluxe order arrive?
At SensationsDeluxe, we ensure fast and reliable delivery. Delivery times depend on product availability and your location.
Netherlands:
- In stock & ordered before 11 PM? → Next business day delivery!
- Some products may take 1-2 business days.
Europe:
- Usually delivered within a few days.
- International shipments may take longer due to customs or local delays.
United Kingdom (UK):
- Typically arrives within a week.
- Additional customs checks may cause delays.
Track your package via the Track & Trace in your shipping confirmation!
Delivery address
Choose Your Delivery Address at SensationsDeluxe
You can have your order delivered to your home or to an alternative address of your choice. Please note:
Important:
- The delivery address cannot be changed after the order is placed.
- Double-check that the address is correct before completing your purchase.
Issues with your order?
- Check our solutions under Order problems.
- Can’t find an answer? Contact us via the Contact page.
Orders outside Europe
Orders Outside Europe
When ordering from outside Europe, unexpected delays may occur due to customs procedures. Please take this into account when placing your order. We do our best to deliver your package as quickly as possible, but unfortunately, these delays are beyond our control.
If your order takes longer than expected, feel free to contact us via our Contact Page. We’ll be happy to assist you!
Order problems
Warranty & Return Policy
Warranty & Return Policy
Warranty
All our products come with a 12-month legal warranty under normal use. If your product is defective within this period, we offer a quick solution, such as repair or replacement.
Return Conditions
Due to hygiene regulations, opened or used products (such as sex toys, lubricants, and underwear) cannot be returned. Only unused products in their original packaging are eligible for return.
How to Return or Exchange?
Follow our step-by-step guide for a smooth return process:
Return & Exchange
Can't place order
Are you having trouble with your order?
If you're having issues placing an order or any other aspect of ordering, please contact our customer service. We'd be happy to help!
You can call us at:
+31 6 2788 2185
You can also use the contact form on our contactpage.
How can I...
View my order
How to View Your Order
After successfully completing your order, you will receive two emails from us with all important information:
Order Confirmation Email
✅ You will receive a confirmation immediately after your order.
✅ Contents:
- Overview of your ordered products (quantity, price, etc.)
- Submitted shipping details
Shipping Confirmation Email
Once your package is shipped, you will receive an update via email.
✅ Contents:
- Track & Trace code for live delivery updates
- Items included in this shipment
Always Access Your Order Information
Click "View Your Order" in any email to track delivery status and see a detailed overview of your order.
Click here to track an order.
Track my order
How do i track my order?
Once your package has been shipped, you'll receive a shipping confirmation email with all tracking details. You can track your order in 2 simple ways:
Option 1: Track directly via DHL
- Open your SensationsDeluxe shipping confirmation email
- Click on the tracking number - you'll go directly to DHL's tracking page (code is already filled in!)
- Click 'Track' for live delivery updates
Option 2: Track via your SensationsDeluxe order overview
- Click the 'View your order' button in the shipping email
- You'll now see an overview of your order including current delivery status and previous updates
- Bonus: From this order overview, you can also click the tracking number to go to DHL tracking
Haven't received your shipping confirmation email?
✅ First check your spam folder.
✅ Don't see it there? Contact us – we'll help you right away!
Return & Exchange
Step-by-Step Guide: Returning or Exchanging Products
Follow these simple steps for a smooth return process:
1. Take clear photos of the product + packaging (including any defects).
2. Email info@sensationsdeluxe.com with the subject: "Return/Exchange #[order number]" (e.g., "Return #1005").
Ensure the email includes:
✅ Order number (found in the top-right of your confirmation email)
✅ Quantity per product
✅ Reason for return (describe the defect or reason per product)
✅ Preferred solution (Return or Exchange, specified per product)
✅ Photos per product (attach all images)
3. Return Label
- Once approved, we’ll email you a return label.
- Check that only the correct products are listed for return in the email. If not, email us immediately:
info@sensationsdeluxe.com
4. Pack Items and cover or remove old shipping labels.
5. Attach the retourlabel to the package and ship it back to us.