Frequently Asked Questions
Frequently Asked Questions
Your Questions, Answered Honestly
Ordering & Payment
Is my payment information secure?
Yes. We use bank-level SSL encryption and are PCI compliant. Your payment details are processed securely—we never store your full card information.
What payment methods do you accept?
All major credit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, Afterpay, and Zip Pay.
What will appear on my bank statement?
For your complete privacy, transactions appear as "SAGE AND SILK" or "S&S AUSTRALIA" with no product descriptions or category indicators.
Do you offer Afterpay or Zip?
Yes! Split your purchase into 4 interest-free payments with Afterpay or Zip Pay. Available for all Australian customers.
Shipping & Delivery
How is my package shipped?
All orders are shipped in plain, unmarked packaging with no indication of contents. The return address shows "S&S Distribution" only. Even the courier doesn't know what's inside.
How much is shipping?
• Standard Shipping (2-5 days): FREE on orders over $75, otherwise $8.95
• Express Shipping (1-2 days): $14.95
• Same Day (Sydney Metro): $19.95 (order before 10am)
How long will delivery take?
• Sydney Metro: 1-2 business days
• Melbourne/Brisbane: 2-3 business days
• Other capitals: 3-5 business days
• Regional areas: 3-7 business days
Do you ship to PO Boxes?
Yes, we deliver to PO Boxes and Parcel Lockers via Australia Post.
Will anyone know what I ordered?
Absolutely not. Your privacy is our priority. Packaging is completely plain, and your bank statement shows only our business name.
Products & Safety
Are your products body-safe?
100%. We only stock products made from medical-grade, body-safe materials—primarily premium silicone, ABS plastic, and stainless steel. Everything is phthalate-free, latex-free, and completely safe for intimate use.
How do I clean my toys?
Wash with mild, unscented soap and warm water before and after each use. Pat dry with a clean towel. For best results, use a specialised toy cleaner. Never use harsh chemicals or alcohol.
Can I use silicone lube with silicone toys?
No—silicone lubricant can damage silicone toys. Always use water-based lubricant with silicone products. We recommend natural, pH-balanced formulas.
Are your products waterproof?
Most of our products are at least water-resistant. Check individual product descriptions for specific ratings. Waterproof products can be fully submerged; splashproof products can handle cleaning and shower use.
Do your products come with warranties?
Yes. All electronic products include a minimum 12-month warranty against manufacturing defects. Premium brands often include extended warranties.
How do I know what size to choose?
Most internal toys list dimensions in the product description. For beginners, we recommend starting with something slim (2.5-3cm diameter) and working up if desired. Our team can provide personalised sizing advice—just email us.
Returns & Privacy
What is your return policy?
Due to the intimate nature of our products, we cannot accept returns for change of mind. However, we accept returns within 30 days for:
• Defective products
• Incorrect items sent
• Unopened products in original packaging
How do I return a faulty product?
Contact us within 7 days with your order number and photos of the defect. We'll arrange free return shipping and send a replacement or refund immediately.
Will my return be discreet?
Absolutely. Return packaging is also plain, and our warehouse team is trained to handle all returns professionally and confidentially.
Privacy & Security
Is my personal information safe?
Your privacy is our highest priority. We use industry-leading encryption and never share your data with third parties. We don't sell customer lists, period.
Will I receive marketing emails?
Only if you explicitly opt-in during checkout. You can unsubscribe anytime, and we limit emails to genuinely useful content—no spam.
Is my browsing history tracked?
We use standard analytics to improve our website, but we don't track individual browsing behaviour or share data with advertisers.
Do you share customer information?
Never. Your information stays with us and is only used to process your order and provide support if needed.
General Questions
Is it normal to buy these products?
Absolutely. Sexual wellness is a normal, healthy part of life. Studies show the majority of Australian women own intimate products. There's nothing shameful about prioritising your own pleasure and wellbeing.
Do I need to create an account?
No, guest checkout is available. However, creating an account lets you track orders, save favourites, and checkout faster next time.
Can I modify my order after placing it?
Contact us within 2 hours and we'll do our best. We process orders quickly to ensure fast delivery.
Do you offer gift cards?
Yes! Digital gift cards are available and delivered via email—completely discreet.
Still have questions?
Our female customer care team is here to help. Contact us anytime.