FAQ’s / Help Centre
Welcome to the V-Unique Help Centre. Here you’ll find answers to common questions about shopping online with us, including delivery, discreet packaging, payments, returns, order tracking, privacy, and choosing the right products.
If you still need assistance after reading through these FAQs, please contact the V-Unique team and we’ll gladly assist you.
Email: info@v-unique.co.za
Phone: +27 (0)82 764 5154
Phone: +27 (0)83 252 8547
For the fastest assistance, please include your order number where applicable, together with a clear description of your enquiry.
1. Is it safe to shop at V-Unique?
Yes. V-Unique is committed to providing a safe, discreet, and secure online shopping experience. We use trusted payment providers and take reasonable steps to protect your personal information.
We understand that shopping for adult, intimacy, wellness, and lingerie products is personal, and we aim to handle every order with care, privacy, and discretion.
2. Is your packaging discreet?
Yes. All orders are packaged discreetly in plain packaging so that the contents of your parcel are not visible.
The parcel will include the necessary courier waybill for delivery purposes, but we take reasonable steps to avoid unnecessary disclosure of the nature of your purchase.
3. What are your delivery and shipping costs?
Delivery costs may vary depending on the size, weight, destination, courier service, and supplier availability of your order.
Currently, V-Unique offers free delivery on qualifying orders over R1,500. Orders below the free delivery threshold will be charged according to the applicable courier rate shown at checkout.
Please always review the final delivery fee at checkout before completing your order, as the checkout amount will reflect the applicable delivery cost for your order.
4. How long does delivery take?
Delivery usually takes approximately 7 to 14 working days, depending on product availability, supplier processing, courier timelines, and your delivery location.
Some items may take longer if they are sourced from a supplier, if stock must first be confirmed, or if courier delays occur. We will do our best to keep you updated if there are any significant delays with your order.
5. Can I track my order?
Yes. Once your order has been dispatched, you will receive tracking information by email and/or SMS, depending on the courier service used.
You can use the tracking link or tracking number provided to follow the progress of your parcel.
6. What if I am not home when my order arrives?
If you are not available when the courier attempts delivery, the courier may contact you to arrange another delivery attempt or advise you where and how to collect your parcel.
Please ensure that your delivery address and contact number are correct when placing your order so the courier can reach you if needed.
7. What if my order is delayed?
If your parcel has not arrived within the expected delivery period, please first check your tracking link for updates.
If you still need help, contact us with your order number and we will assist with following up on your delivery.
Email: info@v-unique.co.za
Phone: +27 (0)82 764 5154
Phone: +27 (0)83 252 8547
8. Which payment options are available?
V-Unique offers secure online payment options. Available payment methods may include debit card, credit card, PayGate, PayPal, Mobicred, or other payment options shown at checkout.
Please note that payment options may change from time to time. The available payment options will be displayed during checkout before you complete your order.
9. Is VAT or tax included in my order?
Where applicable, taxes are calculated and displayed during checkout. The final amount shown at checkout is the amount payable for your order, including any applicable delivery fees and taxes.
10. Can I cancel my order?
You may request to cancel an order before it has been packed, dispatched, or handed to the courier.
Once an order has been packed, dispatched, or handed to the courier, it may no longer be possible to cancel it.
If you need to request a cancellation, please contact us as soon as possible with your order number.
Email: info@v-unique.co.za
Phone: +27 (0)82 764 5154
Phone: +27 (0)83 252 8547
After delivery, returns or refunds will be handled in accordance with our Returns & Refunds Policy.
11. Can I return or exchange a product?
Due to the intimate nature of many of our products, returns and exchanges are limited for hygiene and safety reasons.
Products that have been opened, used, worn, damaged after delivery, removed from sealed packaging, or are no longer in a sealed and unused condition may not be eligible for return unless they are faulty or damaged on arrival.
Please refer to our Returns & Refunds Policy for the full process, exclusions, timeframes, and requirements.
12. What should I do if my item arrives damaged or faulty?
If you receive an item that appears damaged, faulty, incorrect, or incomplete on delivery, please contact us as soon as possible, preferably within 24 hours of receiving your parcel.
Please include your order number, a clear description of the issue, and photographs or videos where possible. We may need to arrange an inspection or assessment before confirming the next steps.
Email: info@v-unique.co.za
Phone: +27 (0)82 764 5154
Phone: +27 (0)83 252 8547
13. Why are some products not returnable?
Many V-Unique products are intimate, personal-use items. For hygiene, safety, and customer protection reasons, certain products cannot be returned once opened, used, worn, or removed from sealed packaging unless they are faulty or damaged on arrival.
This helps protect all customers and ensures that products remain safe, hygienic, and suitable for personal use.
14. How do I choose the right product?
Choosing the right product depends on your comfort level, preferences, experience, and budget.
If you are new to adult toys or intimacy products, we recommend starting with beginner-friendly options and reading the product descriptions carefully. Consider factors such as size, material, features, intensity, purpose, and whether the item is designed for solo use, partner play, or wellness support.
If you are unsure, you are welcome to contact us for general product guidance.
15. Is it safe to buy lingerie online?
Yes. Buying lingerie online is convenient and safe when you shop from a trusted retailer and check the available product information before purchasing.
We recommend reviewing the size guide, product description, material information, and returns policy before placing your order, especially because lingerie may have limited return options once opened, worn, or removed from its original packaging.
16. How does V-Unique use my personal information?
We use your personal information to process your order, arrange delivery, communicate with you, provide customer support, improve our website, and send marketing communication where permitted.
We do not sell your personal information. For more detail, please read our Privacy Policy.
17. Can I unsubscribe from marketing emails?
Yes. You can unsubscribe from marketing emails at any time by clicking the unsubscribe link in the email or by contacting us at info@v-unique.co.za.
18. Do you ship outside South Africa?
International shipping may be possible on request. Please contact us before placing your order if you require delivery outside South Africa.
International shipping is subject to availability, courier requirements, destination country restrictions, customs processes, import regulations, and applicable terms and conditions.
Please note that adult, intimacy, and wellness products may be restricted or prohibited in certain countries. It remains the customer’s responsibility to ensure that the products ordered may legally be imported into the destination country.
Email: info@v-unique.co.za
Phone: +27 (0)82 764 5154
Phone: +27 (0)83 252 8547
19. Are your products for adults only?
Yes. V-Unique sells adult, intimacy, wellness, and lingerie products. Our website and products are intended strictly for adults aged 18 years and older.
By using our website or placing an order, you confirm that you are at least 18 years old and legally permitted to view, purchase, and receive the products offered on our website.
20. Do you have physical stores?
Yes. V-Unique has physical store locations where customers can browse and shop in person.
If you would prefer to view products, ask questions, or receive general product guidance before purchasing, we encourage you to visit one of our stores.
Please refer to our Store Locations page for the latest store details, trading hours, and contact information.
21. Can I get advice before buying a product?
Yes. If you are unsure which product may be suitable for you, you are welcome to contact V-Unique for general product guidance.
Our team can assist with general information about product types, features, materials, sizing, beginner-friendly options, lubricant compatibility, and product care.
Please note that any product guidance provided is general in nature and should not be treated as medical, psychological, or professional health advice. If you have a medical concern, sensitivity, allergy, injury, pregnancy-related concern, or health condition, please speak to a qualified healthcare professional before using any intimate wellness product.
22. Do you offer gift cards?
Yes. V-Unique gift cards are available and make a thoughtful option for someone who would prefer to choose their own products.
Gift cards can only be purchased through the V-Unique website and are subject to the terms and conditions shown at the time of purchase, including any expiry period, redemption process, or usage limitations that may apply.
23. Are product images, colours, and packaging always exact?
We do our best to display product images, colours, packaging, descriptions, and details as accurately as possible.
However, product colours may appear slightly different depending on your screen settings, lighting, supplier images, updated packaging, or manufacturing batches.
Packaging, branding, or minor product presentation details may also change from time to time without prior notice, depending on the supplier or manufacturer.
24. Are products subject to availability?
Yes. Products are subject to availability at the time your order is processed.
While we do our best to keep product information updated, stock availability may change due to supplier stock levels, high demand, discontinued items, or delays in supplier processing.
If an item becomes unavailable after you have placed your order, V-Unique will contact you regarding the available options. These may include waiting for the item, choosing an alternative product, receiving store credit, or receiving a refund where applicable.
25. Do your products have warranties?
Some products may include a supplier or manufacturer warranty, depending on the product type, brand, and warranty terms provided by the supplier or manufacturer.
Warranty claims are subject to inspection and approval. Warranties generally do not cover misuse, accidental damage, normal wear and tear, incorrect cleaning, incorrect storage, water damage where the product is not waterproof, damage caused by using the wrong charger, or damage caused by not following the product instructions.
If you believe your product may be faulty, please contact us with your order number, a clear description of the issue, and photos or videos where possible.
26. Can I use adult toys with lubricants?
Yes, many intimate wellness products can be used with lubricants, but it is important to choose the correct lubricant for the product material.
As a general guideline, water-based lubricants are suitable for most adult toys and intimate wellness products. Silicone-based lubricants should not be used with silicone toys unless the manufacturer specifically confirms that it is safe to do so, as it may damage the material.
Always read the product description, packaging, and care instructions before use.
27. How should I clean my product?
Cleaning your product correctly is important for hygiene, safety, and product care.
Always follow the product instructions provided by the manufacturer. As a general guideline, intimate wellness products should be cleaned before and after use with a suitable toy cleaner or mild, product-safe cleaning method, depending on the material and whether the product is waterproof.
Do not fully submerge electronic products unless the manufacturer confirms that the product is waterproof. Allow products to dry completely before storing them.
For more detailed guidance, please read our blog article on cleaning and caring for intimate wellness products.
28. Do you offer refunds on sale items?
Sale items are handled in accordance with our Returns & Refunds Policy.
Please note that hygiene-sensitive products, intimate products, lingerie, and personal-use items may have limited return options, especially if they have been opened, used, worn, removed from sealed packaging, or are no longer in a sealed and unused condition.
Faulty or damaged items will be assessed in accordance with the Returns & Refunds Policy and applicable consumer protection requirements.
29. How can I contact V-Unique?
You can contact the V-Unique team using the details below:
Email: info@v-unique.co.za
Phone: +27 (0)82 764 5154
Phone: +27 (0)83 252 8547
For the fastest assistance, please include your order number where applicable, together with a clear description of your enquiry.
For general support, order queries, delivery questions, product guidance, returns, refunds, or website support, we will assist you as soon as reasonably possible during business working hours.