Frequently Asked Questions

About Hidden Joys

What is Hidden Joys?

Is Hidden Joys only for adults?

Yes. Hidden Joys is strictly for customers aged 18 years and over.

By using our website or placing an order, you confirm that you are at least 18 years old and legally permitted to purchase adult products in your location.

Are your products legal to buy?

Customers in Australia are responsible for ensuring that the products they purchase are legal in their state or territory.

International customers are responsible for checking whether the products they order are legal to import, purchase, possess and use in their country, state or region before placing an order.

Adult product laws and import restrictions vary by location.

Privacy and Discretion

Will my order be packaged discreetly?

Yes. We use plain, discreet external packaging wherever possible.

There are no Hidden Joys logos, product names, product descriptions or obvious indicators of the contents on the outside of the parcel.

Depending on the item, supplier and shipping method, your order may arrive in a neutral box, satchel or envelope.

Will customs paperwork show what is inside?

International orders may require customs labels, declarations or carrier documentation.

These documents must comply with applicable customs, import and shipping laws and may include general product or category information where required.

While we use discreet packaging wherever possible, we cannot guarantee that customs authorities, carriers or local delivery providers will not inspect, open or request further information about your parcel.

What will appear on my bank statement?

Your payment statement may display a neutral merchant descriptor such as “Hidden Joys”.

However, the exact wording may vary depending on your bank, card provider or payment processor.

Orders and Payments

What currency are your prices listed in?

Unless otherwise stated, prices are listed in Australian dollars.

How long does it take to process an order?

Orders are typically processed and dispatched within 2–3 business days.

Business days are Monday to Friday, excluding weekends and public holidays in Australia.

Orders placed on weekends or public holidays will usually begin processing on the next business day.

Can I change or cancel my order after placing it?

Please contact us as soon as possible at contactus@hidden-joys.com.

We will do our best to assist, but we cannot guarantee that an order can be changed or cancelled once it has been processed or dispatched.

What happens if an item becomes unavailable after I order?

If an item becomes unavailable after you place your order, we will contact you with available options.

This may include waiting for the item, choosing an alternative product where agreed, or receiving a refund for the unavailable item.

Shipping and Delivery

Where do you ship?

We offer shipping to selected locations, subject to carrier availability, customs requirements and local import laws.

Adult products are regulated differently around the world, so some destinations may not be available.

How much does shipping cost?

Shipping costs are calculated and displayed at checkout where applicable.

Shipping fees may vary depending on your location, order size, product type, supplier location and available carrier options.

How long does delivery take?

Delivery times are estimates only and may vary depending on your location, supplier, carrier, customs clearance and local delivery services.

Estimated delivery times from dispatch are generally:

Some orders may arrive sooner or later than these estimates.

Why has my tracking not updated?

Tracking may not update in real time, especially during international transit, customs processing or handover between carriers.

If your tracking has not updated for an extended period, please contact us at contactus@hidden-joys.comand we will assist where possible.

Will my order arrive in multiple parcels?

It may.

Some orders may be shipped from different suppliers, warehouses or fulfilment locations. If your order is split into multiple shipments, you may receive separate tracking details for each parcel.

Who pays customs duties, taxes or import fees?

International customers are responsible for any customs duties, import taxes, VAT, GST, local sales tax, brokerage fees or other charges imposed by their country, state or region.

These fees are not included in the product price or shipping cost unless expressly stated at checkout.

Hidden Joys has no control over these charges and cannot predict what may be payable.

What happens if customs seizes, delays or refuses my order?

Adult products may be restricted, prohibited, inspected, delayed, seized, destroyed, returned or refused by customs or local authorities in some countries.

It is your responsibility to check your local laws before placing an order.

Hidden Joys is not responsible for orders delayed, held, returned, seized, destroyed or refused due to import restrictions, prohibited goods rules or local laws.

What if I entered the wrong shipping address?

Please contact us immediately at contactus@hidden-joys.comhidden.joys@outlook.com.

We will do our best to update your details, but we cannot guarantee changes once an order has been processed or dispatched.

Hidden Joys is not responsible for orders delayed, returned or lost due to incorrect or incomplete shipping information provided at checkout.

What happens if my parcel is returned to sender?

If a parcel is returned because of an incorrect address, failed delivery attempt, refusal to accept delivery, unpaid customs charges or non-collection, we will contact you where possible.

Additional shipping fees may apply to resend the order.

If a refund is approved, original shipping charges and any return fees may be deducted from the refund, except where otherwise required by law.

Returns, Refunds and Exchanges

What is your return policy?

We offer a 30-day return policy for eligible items.

To be eligible for a return, your item must be unused, unopened, in the same condition that you received it, in its original packaging, with tags, seals, hygiene seals and protective packaging intact.

You will also need your receipt or proof of purchase.

Can I return an opened intimate product?

For hygiene and safety reasons, opened, used, worn or unsealed intimate products cannot usually be returned unless the item is faulty, damaged, incorrect or otherwise required to be accepted under Australian Consumer Law.

Can I return lingerie or underwear?

Lingerie, underwear or hosiery cannot usually be returned if it has been worn, tried on, opened, unsealed or removed from protective packaging, unless faulty or otherwise required under Australian Consumer Law.

Can I return lubricants, oils or personal care products?

Lubricants, oils, condoms, personal care products and similar body-contact items cannot usually be returned once opened or unsealed, unless faulty, damaged, incorrect or otherwise required under Australian Consumer Law.

Can I return sale items?

Sale and clearance items are not usually eligible for change of mind returns.

However, your rights under Australian Consumer Law still apply if an item is faulty, unsafe, not as described or does not meet consumer guarantees.

How do I start a return?

To request a return, contact us at contactus@hidden-joys.com within 30 days of receiving your order.

Please include:

• Your order number

• Your full name

• The item you would like to return

• The reason for the return

• Photos, if the item is damaged, defective or incorrect

Please do not send any item back without contacting us first.

Do you offer exchanges?

The fastest way to receive the item you want is to return the eligible item you have. Once your return has been accepted, you can place a separate order for the new item.

If you received the wrong item or your item is faulty, please contact us and we will help resolve the issue.

When will I receive my refund?

If your return is approved, your refund will be processed back to your original payment method within 10 business days.

Your bank, card provider or payment platform may take additional time to show the refund in your account.

If more than 15 business days have passed since your refund was approved, please contact us at contactus@hidden-joys.comhidden.joys@outlook.com.

What if my product is faulty, damaged or incorrect?

Please inspect your order as soon as it arrives.

If your item is faulty, damaged or incorrect, contact us immediately at contactus@hidden-joys.comhidden.joys@outlook.com with your order number and photos of the item and packaging.

We will review the issue and work with you to resolve it in accordance with our policies and your rights under Australian Consumer Law.

Product Safety and Use

Are your products medical products?

Unless expressly stated and legally permitted, products sold by Hidden Joys are not intended to diagnose, treat, cure, prevent, manage or relieve any disease, condition, dysfunction, injury, pain or health concern.

Product information is general in nature and should not be treated as medical advice.

Do you provide medical or sexual health advice?

No. Information on our website, including product descriptions, guides, FAQs and general educational content, is for general information only.

It is not medical advice, sexual health advice, therapeutic advice or a substitute for advice from a qualified healthcare professional.

If you have a medical condition, allergy, injury, pregnancy-related concern, sexual health concern or uncertainty about whether a product is suitable for you, please seek advice from an appropriate healthcare professional before use.

Can you guarantee results from a product?

No.

Individual experiences vary. Hidden Joys does not guarantee that any product will produce a specific result, sensation, level of satisfaction, personal outcome, relationship outcome or sexual outcome.

How do I know if a product is suitable for me?

Please read the product description, materials, ingredients, size, specifications, warnings, compatibility notes and care instructions before purchasing or using any product.

If you are unsure whether a product is suitable for you, contact us before purchasing or seek appropriate professional advice.

What should I do if I experience irritation or discomfort?

Stop using the product immediately.

If you experience pain, irritation, burning, itching, swelling, allergic reaction, unusual symptoms or ongoing discomfort, seek medical advice.

Can I use any lubricant with any product?

Not always.

Some lubricants, oils and cleaners may not be compatible with certain materials, condoms or intimate products.

Please check the product details and manufacturer instructions before use.

Oil-based products may not be suitable for use with some condoms or intimate products.

Are your products safe to share?

Intimate products should not be shared unless they are designed for shared use and are cleaned, protected or used with appropriate barriers according to the product instructions.

Improper cleaning, storage or sharing may increase the risk of irritation, infection, product damage or injury.

How should I clean my products?

Always follow the product’s specific cleaning and care instructions.

Where applicable, clean products before and after use using suitable cleaning methods and products.

Do not use harsh cleaners, incompatible chemicals or cleaning methods that may damage the product.

Are battery-powered products safe?

Battery-powered and rechargeable products should always be used, charged and stored according to the manufacturer’s instructions.

Do not use a product if it overheats, leaks, smells unusual, makes unusual sounds, has damaged wiring, has a damaged charging port, becomes swollen or appears defective.

Do not charge products unattended or for longer than recommended.

Are waterproof products safe to use in water?

Only if the product instructions clearly state that the item is waterproof and safe for that type of water exposure.

Water-resistant does not always mean waterproof.

Do not submerge, rinse or use any electrical product in water unless the instructions clearly say it is safe to do so.

Product Information

Will the product look exactly like the photos?

We aim to show and describe products accurately.

However, product appearance, colour, packaging, size, texture, shape and details may vary slightly depending on supplier updates, manufacturing batches, screen settings, lighting, photography and device display differences.

Why do you use simple packaging?

We use practical, discreet packaging rather than unnecessary branded packaging.

This helps keep products more affordable while protecting customer privacy wherever possible.

Can I suggest products I want to see?

Yes.

We are continuing to grow our product range based on customer feedback. If there are products, categories or styles you would like to see more of, contact us at contactus@hidden-joys.com.hidden.joys@outlook.com.

Contact

How can I contact Hidden Joys?

For order, shipping, return, product or general questions, contact us at:

contactus@hidden-joys.comhidden.joys@outlook.com