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Returns Policy
Arranged effortlessly and discreetly
We want you to shop with confidence at Touch-Me. That's why we clearly explain below how returns, withdrawals, refunds, and warranties work.
Legal 14-day right of withdrawal
After receiving your order, you have 14 days to inform us that you wish to withdraw from the agreement. You do not need to provide a reason for this.
After you have reported the withdrawal, you have another 14 days to return the product. You can report your withdrawal by email via info@touch-me.nl or use our online withdrawal function.
Voluntary return service up to 30 days
In addition to the statutory right of withdrawal, we offer a voluntary return service up to 30 days after receipt.
Register your return with us from day 15 no later than the thirtieth day after receipt. Should the product be damaged or the packaging more damaged than necessary to try out the product, we may charge you for this depreciation. Therefore, handle the product with care and ensure it is well packaged when returned.
This voluntary return service never limits your legal rights during the first 14 days after receipt.
Product assessment and depreciation
During the statutory cooling-off period, you may examine and assess a product as would be possible in a physical store.
Do you use the product more than is necessary to determine its nature, characteristics, and functioning? Then you are responsible for any depreciation. This depreciation may be deducted from the amount to be refunded.
Where possible, use the original packaging to safely return the product. The original packaging is not an absolute condition for exercising the right of withdrawal during the statutory withdrawal period.
Hygiene products and sealed products
Some products, for reasons of health protection or hygiene, can only be returned if the specially applied seal has not been broken after delivery.
If the hygiene seal is broken? Then the legal right of withdrawal for that product expires. This may apply to erotic toys, condoms, lubricants, massage products, and other products that cannot be hygienically resold after opening.
Merely opening a regular shipping box or unsealed outer packaging does not automatically mean that the right of withdrawal expires.
Registering your return
Send an email to info@touch-me.nl and state your name and order number. A reason for the return is welcome, but within the statutory withdrawal period, it is not mandatory.
After your notification, you will receive a confirmation from us and, if necessary, additional return instructions.
Return address
Touchme.luxe, returns departmentGustav Mahlerlaan 156
1082 ME Amsterdam
Netherlands
Clearly state your order number in or on the package. Carefully package the product to prevent damage during transport and keep the shipping receipt and the track-and-trace code until your return has been fully processed.
Return costs
The direct costs of a regular return shipment are for your own account. Is a product damaged, defective, or incorrectly delivered? Please contact us first. In case of a justified complaint, we will cover the necessary return costs.
Refund
If you withdraw the entire order within the statutory withdrawal period, we will refund the purchase amount and the costs of the cheapest standard delivery offered.
Do you only return a part of your order? Then the original shipping costs will not be refunded.
We will refund within 14 days at the latest after receiving your withdrawal notification. We may wait with a refund until we have received the products or until you have demonstrated that you have returned them, whichever occurs first.
The refund will be made via the same payment method you used for the order, unless you explicitly agree to a different method.
Damaged, incorrectly delivered, or defective product
Did you receive a damaged, incorrectly delivered, or defective product? Please contact us as soon as possible via info@touch-me.nl.
State your order number and, if possible, add clear photos of the product, the damage, and the packaging. We will carefully assess the situation and together look for a suitable solution.
Statutory warranty
The statutory warranty applies to every purchase. This means that a product must meet what you can reasonably expect from it during normal use. The statutory warranty in the Netherlands does not have a fixed term.
If a product breaks sooner than you could reasonably expect, your legal rights remain. Depending on the situation, a solution may consist of free repair, replacement, price reduction, or refund.
In addition, certain brands offer an additional manufacturer's or seller's warranty. For regular products, an additional one-year warranty may apply. For ODES products, an additional two-year warranty applies. This additional warranty never limits your legal rights.
Questions about your return?
Please feel free to contact us via info@touch-me.nl. We are happy to help you in a personal, respectful, and discreet manner.
Customer Service
At Touch-Me, you're our priority. Whether you're looking for discreet advice or need help choosing, we offer personalized support tailored to your needs.
Live chat and social media (Facebook & Instagram): Monday to Saturday, 8am – 6pm.
Email: 24/7, with a response within 24 hours.
On Sundays we are not available via live chat and social media.
Dispatch
Shipping and tracking
At Touch-Me.nl, we believe it's important that your order is delivered quickly, carefully, and discreetly. That's why we generally process orders within 24 hours of purchase. Orders placed on weekends or Dutch holidays will be processed and delivered to the carrier on the next business day.
Delivery time depends on your location and the shipping method you choose. Within the Netherlands, your package will usually be delivered within 1 to 2 business days. Deliveries to Belgium may take slightly longer. Once your order has left our warehouse, the carrier will handle the rest of the process, and you will receive an email confirmation.
Your privacy is always our top priority. That's why all packages are packaged simply and neutrally, without any brand name, logo, or reference to the contents. The shipping label only contains the information necessary for the delivery service, so no one can see exactly what you've ordered. This way, you can receive your order with peace of mind.
We also consciously choose sustainable packaging materials. We don't use plastic fillers. Instead, we package your products with sturdy cardboard or paper, ensuring your order is well-protected and shipped in an environmentally friendly way. This way, we combine care for your order with care for the environment.
Once your order has been shipped, you'll receive an email with the tracking information. This track and trace code allows you to track your package's whereabouts and approximately when you can expect it. This way, you can easily stay informed about the status of your order.
If you have any questions about shipping, delivery, or tracking your package, please feel free to contact us. Our team is ready to assist you and help you as quickly as possible, so you can look forward to your purchase with confidence.
Discreet and fast delivery in neutral packaging, your privacy is 100% guaranteed.
Why This Will Be Your Favorite
The Touch-Me gift voucher is a stylish gesture for those who wish to give luxury, care, and refined intimacy. An elegant choice that offers the freedom to discover a personal moment of desire, pampering, and experience, precisely when it suits them.
OUR PROMISE
Luxury intimacy with 100% privacy
Your privacy is our top priority. We know that routine is the biggest relationship killer, and that using intimacy enhancers is completely normal. We also understand that intimacy should remain private. That's why we are very strict about how you receive your order.
At Touch-Me, it's all about luxury and premium quality; all the brands we choose have a very high reputation. Furthermore, the packaging in which your order is delivered is 100% neutral. Not even our own name is on it. This way, you can enhance your intimacy without any worries.
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