Shipping & Delivery Policy

Shipping at a glance

Business days exclude weekends and public holidays. Delivery estimates begin after dispatch.

Where we deliver

Estimated delivery times

Discreet packaging & billing

Your privacy matters. Every order arrives in a plain, securely sealed outer package with no explicit product descriptions or adult imagery.

Where supported by the payment provider, billing information is also presented discreetly.

Tracking your order

We email tracking information after dispatch. International orders may receive:

• an international tracking number for the first part of the journey; and
• a local tracking number after handover to the destination-country carrier.

Tracking may take several days to update after dispatch or a carrier handover.

Address changes

Email support@dirtytoyz.com immediately if you notice an error. We will try to help, but changes cannot be guaranteed after processing or dispatch.

If an incomplete or incorrect customer-provided address causes a return, additional reshipping costs may apply.

Customs, VAT & import charges

Orders are dispatched from China and may be subject to customs procedures.

For deliveries to the European Union, applicable VAT is included in the displayed price or collected at checkout.

For other destinations, local import duties, taxes, brokerage or handling fees may apply. These are set by local authorities or carriers and are outside our control.

Customers are responsible for checking local import rules and paying applicable charges. Refusing customs charges does not automatically create a right to a full refund. If the parcel returns to us, we assess any refund after receipt and inspection, subject to applicable law and non-recoverable costs.

Delayed, lost or delivered parcels

Delayed or potentially lost

If tracking stalls unusually or the estimated window passes, email us with your order number. We will:

1. Review international and local tracking.
2. Contact the relevant carriers when needed.
3. Investigate the latest confirmed location.
4. Arrange a replacement or refund if loss in transit is confirmed.

A tracking delay alone does not confirm that a parcel is lost.

Marked “Delivered” but missing

Check the delivery area, mailbox, safe places, household members, neighbours, delivery notices and the local carrier first. We will then investigate both tracking records and request proof of delivery where possible.

If carrier error or delivery to the wrong address is confirmed, we offer a replacement or refund. If both tracking records and available proof confirm delivery to the address supplied at checkout, the parcel is considered delivered, except where applicable law requires otherwise.

Arrived damaged

Contact us within 14 days of delivery. Send your order number, a short explanation, clear photos of the product and packaging, and a short video where useful. Keep all packaging and the item until our review is complete.