FAQ

 

FAQ

Frequently Asked Questions

1. Ordering & Payment

How do I place an order?

Simply browse our collections, select your product, choose any required options, and proceed to secure checkout. All prices include VAT where applicable.

Which payment methods do you accept?

We accept major credit/debit cards, PayPal, Apple Pay, Google Pay, Klarna and other secure payment options available at checkout.

Can I cancel or modify my order?

Because many of our products are made to order, changes or cancellations are only possible within 12 hours of placing the order. Please contact us immediately if needed.

2. Production & Shipping

Are your products made to order?

Yes. Most of our furniture and select tools are produced in small batches or made to order. Estimated production time is shown directly on each product page.

How long does shipping take?

Shipping times vary depending on your location and the product ordered.
The estimated production and shipping timeframe is clearly displayed on each product page.

Do you offer rush orders?

In some cases, expedited production may be possible.
If you require an item urgently, please contact us before ordering and we will check availability.

Do you ship worldwide?

Yes, we ship worldwide with discreet packaging.

Will I have to pay customs or import duties?

Orders shipped outside the EU may be subject to local customs duties or taxes. These charges are the responsibility of the buyer.

How can I track my order?

Once your order has shipped, you will receive a confirmation email with tracking details.

3. Returns & Refunds

What is your return policy?

Due to the intimate nature of our products, returns are accepted within 14 days of delivery only for unused items in original condition.

Custom-made or personalized products are non-returnable.

How do I request a return?

Please contact us at info@intense-secret.com with your order number and reason for return before sending anything back.

When are refunds processed?

Refunds are issued after inspection and approval of the returned item. Original shipping costs are non-refundable.

4. Product Information & Safety

Are your products discreetly packaged?

Yes. All orders are shipped in neutral, unbranded packaging without product details visible externally.

Are your products safe to use?

Our products are crafted from durable, high-quality materials and designed for adult consensual use.
Always use responsibly and never leave a restrained person unattended.

Can your products be used for suspension?

No. Unless explicitly stated, our products are not designed or rated for suspension use.

How do I care for my product?

Care instructions vary by product type.
Wooden furniture can be wiped with a damp cloth. Avoid harsh chemicals.
Specific care guidance is included where applicable.

5. Wholesale & B2B

Do you offer wholesale or B2B?

Yes. We collaborate with boutiques, professional studios, and selected resellers.

We offer:

  • Wholesale pricing on bulk orders

  • Custom design or branding (on request)

  • Reliable small-batch production

  • Discreet worldwide shipping

For partnership inquiries, please contact us via the contact page or email info@intense-secret.com

Discretion & Privacy

We respect your privacy. We never share customer information and never include product descriptions on outer packaging.