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Your FAQs answered

Written by: Bestvibe Published on August 18,2023

FAQs about delivery

Where are my toys shipped from? Is it from China? 

We have our own warehouse in the UK, so we ship your toys from our UK warehouse directly, not from China. 

Is the packaging discreet? 

Of course! Your privacy is extremely important to us. We promise to ship any of your orders in 100% discreet packaging without toy name or company marks and enable you to shop with Bestvibe in complete confidence.  

When will I receive my parcel? 

In case the toy is in stock, your orders are usually shipped within 24H-48H of receiving. And it will be delivered within 2-3 business days (except on weekends).

Notice: If you place an order on weekends, we will ship it next Monday.  

Why didn't my order ship out according to your specified time? 

Sorry for hearing that you encountered the above situation. There may be the following reason: The toys you purchased are in short supply due to production delays, so your order will temporarily be out of stock.

For specific waiting times, please contact our Customer Service UK Dept (EMAIL: service@bestvibe.co.uk) to learn more details. 

How do I track my order? 

As long as your email address is correct, you will receive an order confirmation message after placing the order.

Once the order is shipped, you will then receive package tracking information, including the carrier and tracking number.

If you have any problems obtaining the above information, please contact our Customer Service UK Dept (EMAIL: service@bestvibe.co.uk), quoting your order number.  

How do I collect the parcel except for the home address? 

We accept the local collection shop service. But our system first uses Royal Mail by default. You can fill in the corresponding local collection shop address of Royal Mail when placing an order.

If you need Evri service, you can submit a cancellation request to suspend the order because the system cannot recognize it to change.

Then please contact our Customer Service UK Dept (EMAIL: service@bestvibe.co.uk), and our staff will help you change the carrier.  

FAQs about orders and payment

What information shows on my bank statement if I order from you? 

For the protection of your privacy, your bank statement only shows the receipt number and our site name: Bestvibe.co.uk. All words that refer to the names of toys will not appear.  

What does it mean when my order shows a status of "Pending"? 

"Pending" means your order is being prepared. The order status will be updated to "In transit" once the order is dispatched.

If your order status is in "Pending" status for over 72 hours, your order maybe cannot ship on time.

Please contact our Customer Service UK Dept (EMAIL: service@bestvibe.co.uk) to learn more details. 

Why is the order I received incomplete? 

Under normal circumstances, we will give priority to sending out the toys that are in stock for you. If you have received an incomplete order, the missing toys may be out of stock.

Please contact our Customer Service UK Dept (EMAIL: service@bestvibe.co.uk) to learn more details. 

How to cancel the order? 

Please try to immediately submit a cancellation request through the order page to intercept it if you need to amend or cancel the order after placing the order.

If your order has already been processed by our warehouse team, we will be unable to cancel it.

However, you can reject the item when it arrives.  

FAQs about returns and refunds

How do I return the toys? 

Due to the intimate nature of the items we sell, we only accept returns that toys are unopened and have intact packaging and tags. This is because we need to ensure that each product is brand new and aim to create a shopping experience of health, safety, and peace of mind for our customers.

Once the package is opened, the products are considered used, and therefore cannot be returned unless defective.

If the toy is eligible for return, please contact our Customer Service UK Dept (EMAIL: service@bestvibe.co.uk). You need to provide us with a photo of the unopened toy within 180 days of purchase. After we confirm the status of the toys, we will provide you with a return address. Return shipping is at your own expense. 

How long does it take to receive a refund after returning an item? 

Please kindly let us know the tracking number and carrier when you return the toys. We will issue the full refund of the item to you once we receive the parcel.

If the refund has not been received after the parcel has been signed for, please contact our Customer Service UK Dept (EMAIL: service@bestvibe.co.uk) to learn more details. 

FAQs about Discount

How do I enjoy the first-order discount? 

Thanks for choosing us! As our new guest, we will offer you a 15% discount (code: Hello15) for your new order. Please put the code when checking out.

How to use the discount code? 

You need to enter the discount code in the discount box at checkout. The system will automatically match the discount amount, then you can pay it.  

Why is my discount code not working?

So pity! If you cannot use the discount code, please carefully read the code using details. Some discount codes are limited to the exclusive product page and need to reach a certain amount to use.

If the above problems cannot be resolved, please contact our Customer Service UK Dept (EMAIL: service@bestvibe.co.uk) to learn more details. 


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