FAQ

Sensual Nexus partners with major national shipping companies like DHL, UPS, and more to ensure a seamless and reliable delivery experience for our valued customers. We take pride in offering you the convenience of two shipping methods, each designed to cater to your specific needs.

Your satisfaction is our priority at Sensual Nexus. If you find yourself in need of expedited shipping for your purchase, we kindly ask you to reach out to us before completing your order. While expedited shipping is not included in our standard free shipping services, we are more than happy to collaborate with you to explore available options.

By contacting us in advance, we can discuss your specific requirements and preferences. Our dedicated customer service team will work diligently to accommodate your needs and provide you with a customized shipping solution tailored to your timeline.

I haven’t received my order

Simply check the online tracking of your parcel by logging into ‘My Account’ and click on ‘Tracking My Order. Alternatively, you can also click on the link in your email from us. If the parcel shows it’s been delivered, but you haven’t received anything, please let us know and we can help you.

An item is missing from my parcel

If an item is missing from your parcel, it may be delayed. In this case, it’ll be sent in a separate parcel once we receive further stock at the warehouse. Please check your order confirmation email as delayed items should be marked with an expected delivery date.

Sometimes an item can be sent separately from a different warehouse. If an item is missing from your parcel, please check your delivery note or parcel insert as you should be advised if an item will be sent later. Also, please check if you have received a second tracking number by email, as this shows that a second parcel has been sent out.

If you receive a damaged parcel, please check that all of the items you ordered are inside. If any items are missing or damaged. Please visit our Returns Center to initiate the return or exchange process.

I’ve received the wrong item

We’re really sorry if you received the wrong item/it wasn’t as described. Please visit our Returns Center to initiate the return or exchange process.

Want to know the current status of your orders and returns? Simply log into ‘My Account’ and click on ‘Track My Order’ to see the latest tracking information for your parcel.

Once your order is on its way, you’ll receive a tracking number via email.

To track your parcel, click on the link in the email and you’ll be directed to the courier website. If you can’t locate the tracking email, please make sure you’ve checked your spam and junk folder.

We accept return for refund within 14 days after delivery date (the date you received your package). Please visit our Returns Center to initiate the return process if you are not satisfied with your order.

For more details you may refer to our Returns & Refund Policy.

If you want to cancel your order before the dispatchment, you need to contact our Customer Service by sending an email to support@sensualnexus.com, with the object line “ORDER CANCELLATION – ORDER IDENTIFICATION NUMBER (xxx).

We strive to offer you the best shopping experience with our fast and worry-free return policy.

After receiving your order, you have 30 days to return it if you are not satisfied.

The process is easy and Fast. You just need to follow
these instructions:

* Visit our returns center

* Enter your order number and email address to start.

* Follow the instructions and select the items you want to return

Once your request is approved, you will get a confirmation email with shipping guidelines.

Remember, you must include all the items we send you:

– Product/s to be returned.
– Bags, boxes, cases, covers, protections, etc.
– The delivery note of the package.

The refund will be the full price of the returned product, plus ordinary delivery costs (excluding the difference for express delivery), as long as it complies with the return conditions.

In case of defective products or products that do not correspond to the order placed, we will refund you the full price of the product and the delivery costs.

Please remember! If you receive a damaged or defective product, you must contact us within 48 hours of receiving it so that we can deal with the incident.

At Sensual Nexus, we prioritize the security of your information. Yes, the data transmitted during your transactions is encrypted using SSL (Secure Sockets Layer) technology. This encryption ensures that your sensitive details, such as payment information, remain confidential and secure throughout the transmission process.

Here’s how our secure payment process works:

1. SSL Encryption: When you initiate a payment, the information is encrypted using SSL, a standard security protocol for establishing a secure connection between your device and our servers. This encryption safeguards your data from unauthorized access.
2. Bank Authentication: After the data is transmitted, it reaches your bank for authentication. Your bank confirms the authenticity of the transaction, ensuring that it is a legitimate and authorized payment request.
3. Payment Confirmation or Cancellation: Only upon successful authentication by the bank will the payment be charged to your account. If, for any reason, the bank does not confirm the authenticity of the transaction, the payment will be cancelled to prevent any unauthorized charges.

At Sensual Nexus, we take every measure to provide you with a secure and trustworthy shopping experience. Our commitment to data security and privacy is unwavering, and we appreciate the trust you place in us for your online transactions.

If you have any further questions or concerns about our payment process, please do not hesitate to contact our customer support team.