Customer Service - sexdm.eu

Contact Us

Email Support (Fastest Response)

Response Time: Within 24 hours

Available: Monday – Friday, 9:00 – 18:00 CET

For the quickest response, please email us directly. We monitor our inbox regularly and prioritize all customer inquiries.

What We Can Help With

Before You Order

Product questions – specifications, features, materials
Size and fit guidance – help choosing the right doll for you
Shipping information – delivery times, packaging details
Payment options – accepted methods, currency, invoicing
Stock availability – current inventory status
Custom requests – special requirements or preferences

After You Order

Order status – tracking information and delivery updates
Delivery coordination – scheduling and logistics
Product care – cleaning, maintenance, storage advice
Warranty claims – manufacturing defects or damage
Returns – unopened products within 14 days (EU law)
Technical support – assembly, positioning, troubleshooting

Shipping & Delivery

EU Delivery: 5-10 business days

Packaging: 100% discreet – plain box, neutral sender name

Shipping Cost: FREE to all EU countries

Warehouse Locations: Germany, Poland, Netherlands

All orders ship from within the EU – no customs fees, no import delays, no border hassles.

Returns & Warranty

14-Day Return Policy

Unopened products: Full refund within 14 days (EU consumer rights)

Opened products: Cannot be returned due to hygiene regulations

Damaged on arrival: Free replacement or full refund – contact us within 48 hours with photos

24-Month Warranty

Our dolls are covered by a 24-month warranty against:

Manufacturing defects
Material faults (TPE/silicone)
Structural issues (skeleton, joints)
Premium feature defects (jelly breasts, EVO skeleton, etc.)

Not covered: Normal wear and tear, improper care, accidental damage, modifications.

To claim warranty: Email us with photos and order number. We’ll guide you through the process.

Privacy & Discretion

We understand privacy is essential. Every aspect of your order is handled with complete discretion:

✅ Discreet packaging – plain cardboard box, no branding

✅ Neutral sender name – generic company name on label

✅ Generic product description – no explicit details on customs forms

✅ Secure data – your personal information is never shared

✅ Confidential communication – all emails treated privately

Payment & Security

Accepted Payment Methods:

Bank transfer (SEPA)
PayPal
Credit/debit cards (Visa, Mastercard)
Paysera

Currency: EUR (€)

Security: All transactions are encrypted and secure

VAT: Included in all prices (21% Latvian VAT for EU B2C sales)

Frequently Asked Questions

Q: How long does delivery take?

A: 5-10 business days to all EU countries. You’ll receive tracking information within 24 hours of dispatch.

Q: Is the packaging really discreet?

A: Yes. Plain cardboard box, neutral sender name, generic description. No one will know what’s inside.

Q: What if my doll arrives damaged?

A: Contact us within 48 hours with photos. We’ll arrange a free replacement or full refund immediately.

Q: Can I return an opened doll?

A: Unfortunately no, due to hygiene regulations. Unopened products can be returned within 14 days for a full refund.

Q: Do you ship outside the EU?

A: Currently we only ship within the EU to avoid customs complications and ensure fast delivery.

Q: How do I care for my doll?

A: Each doll includes a detailed care manual. You can also email us anytime for specific care advice.

Q: What’s included in the warranty?

A: Manufacturing defects, material faults, and structural issues for 24 months. Normal wear and tear is not covered.

Q: Can I change my order after placing it?

A: Contact us immediately by email. If the order hasn’t shipped yet, we can usually make changes.

Our Commitment

We’re a small, dedicated team focused on providing quality products and honest service. We don’t make promises we can’t keep.

What you can expect from us:

✅ Honest product descriptions
✅ Fast email responses (within 24 hours)
✅ Discreet, professional service
✅ Clear communication throughout your order
✅ Help when you need it

What we ask from you:

Email us for fastest response
Include photos for warranty/damage claims
Provide order number in all communications
Allow 24 hours for email replies

Get in Touch

Have a question? Need help choosing the right doll? Want to check stock availability?

Email us: support@sexdm.eu

We’re here to help make your experience smooth, discreet, and satisfying.

Your privacy and satisfaction are our priorities.

We’re Here to Help