Help Center
How can we help you?
Use this page to find answers to any questions you have about Erosfy’s products and procedures.
Delivery FAQ’s
Find more details about the delivery process and how we send your orders.
Are shipments discrete?
Our shipments are 100% discreet. The sender that appears is not identified with our page. Transport companies do not know the contents of the packages. Packages do not include any exterior markings indicating what they contain.
What can I do in my account?
Once registered and approved as a customer you will be able to log in to your account (Click above your name on the top right of the page). There you will see:
- Order history: You can see all orders placed, what is their status, tracking number, print, etc.
- My returns: You can see if you have returns and what their status is.
- My addresses: You can create or edit multiple shipping addresses.
- My personal information: Allows you to modify your personal information and password.
- My vouchers: You will find the discount vouchers available and redeemable in the shopping cart.
- My alerts: You can view the messages we send you to solve an incident with your order or in response to a request from you.
- My discount points: With each order, you will accumulate points that have an economic value and that you can exchange for purchase vouchers. Bigger purchases generate more points.
Can I modify the shipping data of my order?
Shipping details can only be modified if the order has not left our warehouses. Once the order has been shipped it can no longer be modified.
In order to change the address, you must contact us and give us the new shipping address so that we can change it as soon as possible. Remember that we can only do this if the package has not yet been sent.
How long will delivery take?
All shipments to mainland Spain are delivered within 24 hours. Balearic Islands between 24h and 48h. Shipments to the Canary Islands take from 4 to 10 days. Shipments to countries in the European Union from 24 to 72 hours, depending on the shipment method selected. Rest of the world varies from country to country.
What if I’m not a home when the package arrives?
If you are not at home or at the store and the courier cannot leave the package with any other person, the courier will leave a notice for you to contact the transportation office and can arrange another time for delivery. The courier will come up to two times to your shipping address to deliver the package. If no one can receive the package at the agreed address, please tell us an address where the courier can find you, or as an alternative a friend or a relative where the package can be delivered.
What happens if I was not able to receive the package on the two attempts?
f the courier has not been able to deliver the package on either occasion, you can pick it up at the transport company’s office within a maximum period of 15 calendar days.
After the deadline, the order will be returned to it´s origin.
Is it possible to cancel the order once it has been shipped?
Once your order has been shipped, it is not possible to cancel it. If you want to cancel an order it must be before we have prepared and shipped the package. In that case we will refund your money including shipping costs. So if you want to cancel it is very important that you contact us the same day you make the order and before 17:00 hours.
I did not receive my order!
It is very important that you be attentive to your email or phone. If there is any problem with the order we will contact you by one of these means.
In your account you can also see the order status in “My Order History” and if there are any messages in “My Alerts”.
If you have not received the package within 48 working hours of the shipment, you can contact us and we will investigate the reason.
Learn more about returns
Find out more details about the return process for our orders.
Are there items that cannot be returned?
Yes, there are some products that cannot be returned. Products without their original packaging, which have been opened or that do not have their original seal. Lingerie products may not be returned, we strictly follow health and safety regulations. Damaged or incomplete products may not be returned. Products not acquired in ErosFy. For this reason all our products incorporate security mechanisms that let us know whether or not the product was acquired at ErosFy.
In many cases the products include gift batteries, if the batteries do not work it does not mean that the product does not work, sometimes the gift batteries are discharged and the toy needs new batteries, in this case the product does not have a return.
What is the deadline for returns?
15 days If you have bought a product, received it but do not want it.
2 years if it is a product under warranty that does not work.
24 hours for transport damage.
How long does it take to refund the money?
The deadline for receiving an answer is from 1 to 5 working days, from the time the package arrives at our facilities.
How do I get my money back?
It is paid in coin balance, and you can later request to receive the amount by sending an email to [email protected]
How do I return two or more items from the same or different orders?
Add items from different orders or the same order and manage a single return.
Can I make a change?
No. For all products received, either as returns or under the guarantee the payment is first processed, and after receiving the amount in your balance you may arrange another purchase.
Orders & Payment FAQ’s
More details about how we process the orders and the payments, thru our website.
Which payment options are available?
Lots! We have payment options to suit all online shoppers.
You can pay by debit or debit card – we accept Visa, MasterCard and American Express and PayPal.
We also accept crypto currencies, if you would like to pay like that.
How do I cancel an order?
Please contact ErosFy Customer Care immediately after placing your order if you wish to change or cancel it.
If your order has been shipped by the time you contact us, you are able to easily return the item to us for free.
Is it safe to make an order?
Purchase from ErosFy® is totally safe. We care about the safety of our customers; payments are 100% secure since your bank details are protected and encrypted with advanced technology. The bank details are not received by us but are redirected directly to the bank’s server and are protected by their Secure Socket Layer (SSL) security protocol.
How can I place an order?
Our main goal is to make you possible to place an order as quickly and easily as possible. For this, our website has been optimized for best possible use.
You can see all the categories in the main menu. If you already know what you are looking for, you can use the search engine at the top right corner to find it.
When the item that you want to buy appears, you can click on it to open the product tab, then you will find detailed information about it. If it is the item you are looking for, just press the “Buy” or “Add to cart” button and it will be added automatically to your shopping cart.
In the shopping cart you can see all the products you have added and make the changes you want (quantities, delete product, see sizes, add discount coupon, etc.). If everything is to your satisfaction, we just need to know where to send the package, way of payment and which transport agency you would like to use. To finish, click on the “Buy Now” button; which will send you to the selected payment platform.
How can I see my shopping cart?
You can see at any time the status of your shopping cart. Just click on the cart icon at the top right corner of the page. With the cart on the screen you can modify the products and see the total to be paid.
How can I delete a product from the cart?
Once in the shopping cart, you will be able to see all the products and quantities ordered. If you want to delete an item from your basket, simply click on the icon “Rubbish bin” icon next to the – + product quantity buttons. The price will be updated immediately.
Why is the item I want not available now?
Our stock is updated in real time to avoid stock breaches. It may be possible that when you are looking for a product it is in stock, but when attempting to purchase it there are no more available. This happens because there are limited units and another customer has finished his order before you and he has bought the last item on stock.
I cannot find the product I am looking for.
If you cannot find the product you are looking for, it is likely that it has been cancelled due to lack of stock or has been removed from our catalogue. Anyway do not hesitate to contact us about this product. We will do our best to get the product or advise you of a similar product.
Can I submit my order to another address?
Of course! To send the order to another address, simply enter the new address in your shopping cart. The bottom of the registration form will allow you to create a different shipping address and save it for another occasion.
How can I be sure that the order has been carried out correctly?
Once the order is finished you will receive an email with confirmation of your order and the payment. In some payment methods such as bank transfer, you must complete the transfer to confirm the order. You can also view the order status in your customer account.
IMPORTANT: If you have placed the order and no confirmation or registration email appears in your email account, we recommend that you look in the spam folder (SPAM). Your mail server may have placed it there.
