Most enquiries are resolved in one reply when the right details arrive with the first message. A short guide to what helps, and where each type of question is best directed.
Before hitting sendIncluding an order number turns a two-day exchange into a single reply. For anything faulty or damaged, attaching photos of the product and the packaging at the same time removes an entire round trip. Product questions are welcome and answered properly, including the awkward ones. Every enquiry is treated as confidential, and contacting this store never adds anyone to a marketing list. |
What to Include
The single biggest cause of delay is a message that needs a follow-up question before anything can be checked.
| Enquiry type | What to include |
|---|
| Where is my order | Order number and the delivery postcode |
| Damaged or faulty item | Order number, a description of the fault, and photos of the product and packaging |
| Wrong item received | Order number and photos of what arrived, including the label |
| Returns and refunds | Order number and the reason for the return |
| Product advice | What the product needs to do, rather than a model name |
| Privacy or data request | The name and email address used on the order |
Photographs matter more than descriptions for anything damaged. Transit damage usually shows on the outer box before it shows on the product, so both are worth capturing.
Where to Send It
Two addresses operate, split by subject.
| Topic | Address |
|---|
| General enquiries and product advice | info@sex-toy.com.au |
| Returns, refunds and faults | info@sex-toy.com.au |
| Orders, delivery and tracking | support@sex-toy.com.au |
| Privacy and data requests | info@sex-toy.com.au, marked for the Privacy Compliance Officer |
| Phone | +61 2 9553 7217 |
A message sent to the wrong address still arrives. It simply takes a little longer to reach the right desk.
Three Different Clocks
Ordering, visiting and dispatch all run to separate schedules, which catches people out.
| Channel | Hours |
|---|
| Online store | Open 24 hours a day, seven days a week |
| Kogarah store, Monday to Wednesday | 9am to 10pm |
| Kogarah store, Thursday to Saturday | 9am to 11pm |
| Kogarah store, Sunday | 10am to 10pm |
| Email and phone support | Monday to Friday, 9am to 5pm AEST |
| Order dispatch | Monday to Friday only |
The online store never closes. Orders can be placed at 2am on a Sunday and nothing is lost by doing so.
Dispatch is the part that runs Monday to Friday, because Australia Post does not collect or deliver at weekends. An order placed on Saturday afternoon leaves on Monday, not Sunday.
| Detail | Information |
|---|
| Email response target | Within 1 business day |
| Privacy request response | Within 30 days |
| Address | 12 Production Avenue, Kogarah NSW 2217, Australia |
| Phone | +61 2 9553 7217 |
| Legal entity | Lifestyle Centres Pty Ltd |
Messages arriving over a weekend or public holiday are answered on the next business day. Privacy and data requests follow a separate timeframe set by law.
Questions With Instant Answers
Several of the most common enquiries are already documented, and reading beats waiting.
| Question | Where the answer is |
|---|
| How long will delivery take | Shipping policy, by destination |
| What appears on my bank statement | Lifestyle Centres Pty Ltd, and nothing else |
| What does the parcel look like | A plain box with no branding, product names or sender clues |
| Can a faulty item be returned | Returns policy, within 30 days of delivery |
| What personal data is held | Privacy policy, set out by category |
Full detail sits in the shipping policy, the returns policy and the privacy policy.
Product Questions Are Welcome
Choosing well in this category is difficult without handling something first, and nobody gets to do that online.
Describing the situation rather than naming a product usually gets a better answer. Solo or shared, first purchase or a replacement, quiet or powerful, and any constraint that matters. That narrows a catalogue of thousands down to two or three sensible options.
Questions about materials, sizing, noise levels, cleaning and safe use are all answered straight. There is no wrong question and none of them are unusual.
Discretion
Enquiries are treated in confidence. Contacting this store does not add anyone to a mailing list, and no marketing follows from a support message.
Information supplied through the contact form is handled as described in the privacy policy. Only what is needed to answer the enquiry is kept.
Parcels arrive plainly packaged and statements read Lifestyle Centres Pty Ltd, as covered in the terms of service.
Where Orders Ship From
Australian orders leave the Sydney and Melbourne warehouses, depending on where stock sits at the time. Kogarah is the Sydney end of that operation, and the registered address for Lifestyle Centres Pty Ltd.
City-by-city delivery timing is set out across the Australian delivery pages.
