Terms of service

Last updated: 17 November 2025

These Terms of Service (“Terms”) govern your use of www.sexentials.co.uk (“Website”) and your purchase of products (“Products”) from Sexentials, a trading name of ToiStore Ltd (Company No. 11648985), registered in England & Wales, registered office: 27 Old Gloucester Street, London WC1N 3AX.

By accessing this Website and/or purchasing from us, you agree to be bound by these Terms. If you do not agree, you must not use this Website.

1. About Us

“Sexentials”, “we”, “us”, and “our” refer to ToiStore Ltd, trading as Sexentials.
“You” means the customer placing an order.

We are an online retailer specialising in sexual wellness, intimacy, and self-care products.

2. Prices & Payment

All prices are shown in GBP (£) and exclude delivery fees unless stated.
Delivery charges are shown at checkout and may vary depending on location and service type.
We reserve the right to update prices, descriptions, and availability at any time.
Payment is taken securely at checkout. We accept major credit/debit cards including Visa, Mastercard, Maestro, and American Express, as well as digital payment methods where available.
If there is an error in pricing, you will be contacted before your order is processed. If we cannot reach you, the order may be cancelled and refunded.

3. Ordering & Acceptance

When you place an order, you will receive an automated confirmation email. This confirms we have received your order, not that it has been accepted.
An order is accepted only once it has been dispatched.
If a Product is unavailable, we will notify you and issue a refund where applicable.
We reserve the right to decline or cancel an order at any time for security, stock, regulatory, or operational reasons.

4. Product Information

We aim to provide accurate descriptions and images of all Products. However:

Colours, packaging, or details may vary slightly from images shown.
If an item has changed or been discontinued, we may substitute it with a comparable item of equal or higher value.
For hygiene and safety reasons, intimate items cannot be resold once opened.

5. 2-Hour Delivery Service

Our 2-hour delivery service (“Sexpress Delivery”) applies to eligible addresses within London Zones 1 and 2.

Delivery aims for arrival within 1–2 hours from order confirmation. This is an estimate, not a guarantee.
Orders outside Zones 1–2 are not eligible for 2-hour delivery.
We may contact you to confirm delivery details. If we are unable to reach you within one hour of placing your order, the order may be cancelled and refunded.
We are not liable for delays caused by traffic, couriers, weather, or circumstances beyond our control.
All deliveries are packaged discreetly in unbranded packaging.

6. Returns & Refunds

We want you to feel confident ordering from us. Please inspect your items upon delivery and contact us if something is wrong.

6.1 Eligibility

Due to UK hygiene and safety regulations, we can only accept returns of unopened, unused, and sealed Products unless the item is faulty.

Products not eligible for return include:

Any intimate item that has been opened
Lingerie, underwear, or clothing
Items not returned in original condition and packaging
Sale, special offer, or clearance items
Any item returned after 30 days from delivery

6.2 If your item is faulty

Contact us at info@sexentials.co.uk within 36 hours of delivery.
We may ask for photos or for the item to be returned for inspection.
Faulty products may be repaired, replaced, or refunded in accordance with UK consumer law.

6.3 Return instructions

Eligible returns should be posted to:

ToiStore Ltd (Sexentials)
27 Old Gloucester Street
London WC1N 3AX
United Kingdom

Please use a tracked delivery service. We cannot refund items lost in transit.

Delivery fees are non-refundable. For exchanges, the first replacement will be shipped free of charge; subsequent exchanges may incur delivery fees.

7. Cancellations

If your order has not yet been processed or dispatched, you may request a cancellation by contacting us immediately.
Orders already shipped cannot be cancelled, and delivery fees will not be refunded.

8. Age of Consent

By placing an order, you confirm that you are at least 18 years old and legally allowed to purchase sexual wellness products in your jurisdiction.
We reserve the right to cancel any orders if we believe this condition is not met.

9. Privacy & Data Protection

We respect your privacy.

We process data in accordance with UK GDPR and the Data Protection Act 2018.
Your personal information will never be shared with third parties except for essential service providers such as payment processors and delivery partners.
Please see our Privacy Policy for full details.

10. Liability

We take reasonable care to ensure that information on this Website is accurate, but we make no guarantee regarding completeness or currency.
We are not liable for losses arising from events outside our reasonable control.
Nothing in these Terms limits liability for death, personal injury, fraud, or any liability that cannot legally be limited.

11. Website Use

When using the Website, you agree not to:

Copy or republish content without permission
Upload harmful, offensive, or unlawful material
Use the Website for any unlawful purpose
Attempt to interfere with Website security or functionality
We reserve the right to restrict access, remove content, or suspend accounts that violate these rules.

12. Intellectual Property

All content on this Website—including images, text, design, logos, and graphics—is owned by or licensed to ToiStore Ltd.
You may not reproduce, modify, or distribute it without permission.

13. Third-Party Links

Our Website may include links to external websites. We are not responsible for the content or policies of third-party sites. Accessing them is at your own risk.

14. Governing Law

These Terms are governed by the laws of England and Wales.
Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.