Shipping policy

Last updated: 15 July 2026

At Touch-Me, every order is processed carefully, discreetly and as quickly as possible. This page provides more information about our processing times, expected delivery times, shipping costs, tracking and what you can do if a parcel is delayed or damaged.

Processing your order

We aim to process an order for which payment has been received within one working day. Orders placed during the weekend or on a public holiday in the Netherlands are generally processed on the next working day.

Once your order has been processed and handed over to the carrier, you will receive a shipping confirmation with track-and-trace details, where available.

If a different processing time applies to a particular product, this will, where possible, be stated on the product page, during checkout or in our communications regarding the order.

Expected delivery times

Once your order has been shipped, the following estimated delivery times generally apply:

• The Netherlands, Belgium, Germany and Luxembourg: usually 1 to 3 working days.
• Other available European destinations: usually 3 to 7 working days.

The delivery time begins when the order has been handed over to the carrier. Weekends and public holidays are not always counted as delivery days.

The stated delivery times are estimates. Delivery may take longer due to circumstances beyond Touch-Me’s direct control, such as high demand at the carrier, strikes, extreme weather conditions, address issues or other unexpected delays.

Unless we have agreed a different delivery period with you, an order will be delivered no later than 30 days after the agreement has been concluded.

Are we unable to deliver within the agreed or statutory period? We will inform you accordingly. You may then give us a reasonable additional period in which to deliver. If the order is also not delivered within this additional period, you may terminate the agreement.

Shipping costs

The following shipping costs apply to orders placed with Touch-Me:

• The Netherlands, Belgium, Germany and Luxembourg: € 4.95 for an order value below € 50.
• The Netherlands, Belgium, Germany and Luxembourg: free shipping for an order value of € 50 or more.
• Other available European destinations: shipping costs depend on the country and are displayed during checkout.

The final shipping cost will always be clearly displayed in the shopping cart or during checkout before the order is placed.

No unexpected additional shipping costs will be added after the order has been completed.

Shipping in multiple parcels

Products from one order may occasionally be shipped in multiple parcels. In that case, you may receive several shipping confirmations and track-and-trace codes.

The parcels may be delivered at different times. We will not charge any additional shipping costs afterwards. You will only pay the amount shown during checkout before completing the order.

Carrier

We use DPD for many orders. Depending on the product, destination and available delivery service, a different carrier may be used.

The carrier used and any available tracking information will be stated once the relevant shipment has been processed.

Tracking your order

Once your order has been registered with the carrier, you will receive an email containing a track-and-trace link, where available.

Please note that it may take some time before a new tracking code becomes active in the carrier’s system.

Does your order consist of multiple parcels? You may then receive several tracking codes.

Discreet packaging

Every order is shipped in neutral outer packaging. The outside of the parcel does not reveal which products you ordered or that it contains intimate products.

The product name and contents of the order are not stated on the outer packaging. Your privacy is our priority.

Packaging materials

We aim to ship orders safely while using as little unnecessary packaging material as possible. Where possible, we use cardboard and recyclable materials.

The packaging materials used may vary depending on the product or shipment. Protecting the order safely during transport remains our main priority.

Check your delivery address

During checkout, please carefully check that your name, postcode, house number, any additional address details and delivery address have been entered correctly.

After an order has been placed, we begin processing it as quickly as possible. As a result, we cannot guarantee that the delivery address can still be changed afterwards.

Have you noticed an error immediately after placing your order? Please contact us as quickly as possible at info@touch-me.nl.

Delayed or undelivered order

Has the expected delivery time passed and have you still not received your order? First check the tracking information and whether the carrier has reported a delivery attempt or delivery to a collection point.

Are you unable to locate the parcel? Please contact us at info@touch-me.nl. Include your order number so that we can investigate the shipment.

Touch-Me remains responsible for the order until you, or a third party appointed by you who is not the carrier, have received the parcel.

Damaged shipment

Have you received a damaged parcel or product? Please contact us as quickly as possible at info@touch-me.nl.

Where possible, include the following information:

• your order number;
• a brief description of the damage;
• clear photos of the damaged product;
• photos of the outside of the parcel;
• photos of the shipping label and packaging materials.

Keep the product and shipping packaging until we have assessed your notification. The absence of the original packaging does not automatically mean that you are not entitled to an appropriate solution.

If your notification is valid, we will offer repair, replacement, a refund or another appropriate solution free of charge. In that situation, you will not be responsible for the necessary return shipping costs.

Returns and right of withdrawal

At Touch-Me, you can register a return no later than 30 days after receiving your order.

The first 14 days constitute your statutory right of withdrawal. From day 15 up to and including day 30, Touch-Me’s additional voluntary return service applies.

Additional conditions apply to the voluntary return service from day 15 onwards. Certain sealed products may be subject to statutory exceptions for health protection or hygiene reasons.

View our refund and return policy for all conditions, exceptions, return costs and refund periods.

You can notify us of your withdrawal through our online Withdraw from your order function or by email at info@touch-me.nl.

Contact

Do you have questions about the processing, delivery or tracking of your order? Please contact us.

Touchme.luxe
Trading under the name Touch-Me
Gustav Mahlerlaan 156
1082 ME Amsterdam
The Netherlands
Email: info@touch-me.nl
Chamber of Commerce number: 96269618
VAT identification number: NL005198979B25