Shipping policy

SHIPPING POLICY

Last updated: 20 August 2026

Thank you for shopping with PrinsNova After Dark.

We understand that privacy, reliability and clear delivery information are especially important. This Shipping Policy explains where we deliver, how orders are processed and fulfilled, and what you can expect after placing an order.

PrinsNova After Dark is a trading name of PRINSLOO UNLIMITED ENTERPRISES LTD, a private limited company registered in England and Wales under company number 17406743.

DELIVERY AREA

We currently deliver only to eligible addresses within the United Kingdom.

Delivery availability may vary for:

• Northern Ireland
• The Scottish Highlands and Islands
• The Isle of Man and Channel Islands
• BFPO addresses
• PO Boxes
• Other remote or restricted locations

Checkout will normally confirm whether delivery is available to your postcode.

Please contact us before ordering if you are uncertain whether we can deliver to your address.

We do not currently offer general international delivery.

DELIVERY CHARGES

Standard UK delivery is free unless a different charge is clearly displayed on the product page or during checkout.

Certain products, remote locations or enhanced delivery services may incur an additional charge. Any applicable delivery charge will be shown before you submit your order.

If an express or premium delivery option is available, its cost and estimated delivery time will be displayed at checkout.

You will not be charged an undisclosed delivery fee after placing your order.

ORDER PROCESSING

Orders are normally sent to our suppliers or fulfilment partners after payment has been successfully authorised.

Typical order processing takes approximately one to three working days, excluding weekends and UK public holidays.

Processing may take longer where:

• Payment, address, age or security verification is required
• A product is awaiting supplier confirmation
• The order is placed during an unusually busy period
• A weekend or UK public holiday affects processing
• Severe weather or transport disruption affects the supplier
• An event outside our reasonable control delays fulfilment

Once an order has entered processing, we may be unable to change its contents, delivery address or cancellation status.

If you need to change or cancel an order, contact us immediately at afterdark@prinsnova.uk and include your order number.

We will try to make the requested change, but we cannot guarantee that it will be possible after processing has begun.

ESTIMATED DELIVERY TIMES

For products held in a UK warehouse, standard delivery will normally take approximately two to seven working days after dispatch.

Please allow approximately three to ten working days in total from placing the order, including normal processing time.

Delivery estimates shown on an individual product page or during checkout take priority where they differ from these general estimates.

Working days are Monday to Friday, excluding UK public holidays.

Delivery times are estimates rather than guaranteed dates unless we expressly agree to a guaranteed delivery date.

Unless another delivery period has been agreed, we will deliver your order without undue delay and no later than 30 calendar days after the order has been accepted.

If we become aware of a significant delay, we will contact you using the details supplied with your order.

SUPPLIERS AND FULFILMENT LOCATIONS

We use AppScenic and approved suppliers and fulfilment partners to store, pack and dispatch products.

Where possible, we select products held in UK warehouses to provide faster and more predictable delivery. A product’s dispatch location and estimated delivery period may be shown on its product page.

Although a supplier or fulfilment partner may dispatch your order, your purchase contract remains with PRINSLOO UNLIMITED ENTERPRISES LTD trading as PrinsNova After Dark.

Please contact us directly about:

• Delivery problems
• Missing parcels
• Damaged products
• Incorrect orders
• Returns
• Refunds

You should not contact or return products directly to a manufacturer, supplier or fulfilment partner unless we instruct you to do so.

CUSTOMS AND IMPORT CHARGES

We do not currently offer general international delivery.

We will not knowingly impose an undisclosed customs duty or import charge on a UK customer.

If a courier unexpectedly requests payment of customs duty, import VAT or another import-related charge, please contact afterdark@prinsnova.uk before making payment.

Include your order number and a copy or photograph of the payment request.

DISCREET PACKAGING

Orders are intended to be dispatched in plain or discreet external packaging wherever the fulfilment service permits.

The external parcel should not normally describe the intimate nature of its contents.

However, packaging and labels may include information reasonably required for:

• Delivery and tracking
• Courier or warehouse identification
• Safety warnings
• Customs or legal compliance
• Fraud prevention
• Returns processing

Products may carry their normal manufacturer branding inside the external packaging.

We cannot guarantee that another person at your address will not receive or see the parcel.

Please select a secure delivery address where you are comfortable receiving your order and protect access to your delivery notifications, email account and customer account.

SEPARATE PARCELS

Products may be supplied by different fulfilment partners or dispatched from different warehouses.

An order containing more than one product may therefore:

• Arrive in separate parcels
• Be delivered by different couriers
• Have more than one tracking number
• Arrive on different days

You will not be charged an additional delivery fee merely because we divide an order into multiple parcels after checkout.

Receiving one part of an order does not necessarily mean that the remaining products are missing.

TRACKING INFORMATION

Where tracking information is supplied by the courier or fulfilment partner, we will provide it by email or through your order-status updates.

Tracking information may take up to 48 hours after dispatch to begin showing movement.

Please check your junk or spam folder if you have not received an expected dispatch email.

Some lower-cost or remote-area delivery services may provide limited tracking updates. A lack of frequent tracking scans does not necessarily mean that the parcel has stopped moving.

PROVIDING THE CORRECT DELIVERY ADDRESS

You are responsible for providing complete and accurate delivery information, including:

• Recipient name
• House name or number
• Street address
• Town or city
• Postcode
• Relevant access information
• Contact information

Please check these details carefully before submitting your order.

If you notice an error after placing your order, contact us immediately at afterdark@prinsnova.uk.

Include your order number, the incorrect address and the complete corrected address.

We will try to update the delivery details, but we cannot guarantee that changes can be made after an order has entered processing or been dispatched.

If an incorrect or incomplete address supplied by you causes a parcel to be delayed, returned or require redelivery, we may ask you to pay reasonable additional delivery costs.

We will explain any proposed charge before arranging redelivery.

No additional charge will apply where the delivery problem was caused by us, our supplier, fulfilment partner or courier.

SAFE PLACES, NEIGHBOURS AND DELIVERY INSTRUCTIONS

If you nominate a safe place, neighbour, reception desk or another person to receive your parcel, please ensure that the location or person is suitable, secure and accessible to the courier.

Where you specifically request that a parcel be delivered to a nominated safe place or person, delivery to that location or person may be treated as completed.

This does not apply where:

• The courier leaves the parcel somewhere you did not nominate
• The courier fails to follow an accepted delivery instruction
• The location used was not reasonably secure
• Delivery was not completed in accordance with the contract

A courier may be unable to follow delivery instructions because of access restrictions, safety concerns or the requirements of the delivery service.

For privacy reasons, please consider carefully whether a neighbour, workplace, reception desk, collection point or shared household is suitable for receiving your order.

RISK AND RESPONSIBILITY

We remain responsible for your products until they are delivered to:

• You
• A person identified by you to receive the order
• A safe place specifically nominated by you

If you independently arrange your own courier and that courier was not offered by us, responsibility may pass to you when the products are handed to your chosen courier.

FAILED DELIVERIES AND RETURNED PARCELS

If a courier cannot complete delivery, they may:

• Attempt delivery again
• Leave a card or electronic notification
• Ask you to rearrange delivery
• Deliver the parcel to an appropriate collection point
• Return the parcel to the supplier or fulfilment warehouse

Please follow the courier’s instructions promptly. Parcels may be held at a collection point or depot for only a limited period.

If a parcel is returned because it was:

• Not collected within the stated period
• Repeatedly refused without a valid reason
• Addressed incorrectly using information supplied by you
• Undeliverable because required access information was not supplied

we may ask you to pay reasonable redelivery costs or may deduct reasonable return costs from a refund where permitted by law.

We will explain any proposed charge or deduction.

No charge or deduction will apply where the failed delivery was caused by us, our supplier, fulfilment partner or courier.

DELIVERY DELAYS

Delivery may occasionally be delayed because of:

• Courier or transport disruption
• Supplier processing delays
• Unexpected stock shortages
• Severe weather
• Weekends or UK public holidays
• Industrial action
• Public emergencies
• An unusually high volume of orders
• Other circumstances outside our reasonable control

If your order has not arrived by the end of its estimated delivery period:

1. Check the tracking information.

2. Check around your property and any nominated safe place.

3. Ask other members of your household.

4. Check with immediate neighbours, reception staff or a nominated recipient where appropriate.

5. Contact us at afterdark@prinsnova.uk and include your order number.

We will investigate the delay with the supplier, fulfilment partner or courier.

A courier investigation may take several working days. However, a courier investigation does not remove or delay any remedy to which you are entitled under applicable consumer law.

If delivery is significantly delayed, you may have the right to cancel the order and receive a refund.

An estimated delivery date does not remove your statutory rights.

ORDERS MARKED AS DELIVERED

If tracking shows that your order has been delivered but you cannot locate it, please contact us promptly.

Please include:

• Your order number
• Confirmation of the delivery address
• Any courier photograph or delivery message
• Details of the locations and people you have checked

We may ask the supplier or courier to provide delivery coordinates, photographs, signatures or other available evidence.

We will assess the appropriate replacement, refund or other remedy based on the investigation and your statutory rights.

You will not automatically be held responsible merely because courier tracking shows that a parcel was delivered.

LOST PARCELS

If you believe that your parcel has been lost, please contact us rather than contacting the supplier directly.

We will investigate the matter with the courier and fulfilment partner.

If the parcel is confirmed as lost, we will provide an appropriate replacement or refund.

Your statutory rights remain unaffected while an investigation is taking place.

DAMAGED PARCELS OR INCORRECT CONTENTS

Please inspect your parcel and products as soon as reasonably possible after delivery.

Contact us promptly if:

• The external packaging is materially damaged
• A product is damaged
• You receive the wrong product
• A product is missing
• The quantity is incorrect
• A product is faulty or does not work as reasonably expected

Where possible, please report visible damage, incorrect products or missing quantities within 48 hours.

Reporting within 48 hours helps us raise the issue with the supplier and courier, but it does not remove or reduce your statutory rights.

Please retain:

• The product
• All internal and external packaging
• The shipping label
• Any damaged components

We may reasonably request photographs or a short video to support the investigation.

Do not dispose of or return anything until we provide instructions, unless retaining the product would be unsafe.

If a product is confirmed as damaged, faulty, incorrectly supplied or not as described, we will provide an appropriate remedy in accordance with your statutory rights. This may include a repair, replacement or refund.

We will cover reasonable authorised return costs where applicable.

CANCELLATIONS AND RETURNS

If you wish to cancel an order, contact us as soon as possible at afterdark@prinsnova.uk.

Orders may be transferred automatically to our supplier or fulfilment partner, so cancellation cannot be guaranteed after processing has begun.

Returns, faulty products and refunds are governed by our Returns and Refund Policy.

The statutory right to cancel may not apply to sealed goods that are unsuitable for return for health-protection or hygiene reasons after they have become unsealed following delivery.

This may include sealed intimate devices, sex toys, lingerie, underwear, lubricants, creams, cleaners and other personal-care or hygiene-sensitive products.

The exception applies only where the product is genuinely unsuitable for return for health-protection or hygiene reasons and an applicable seal has been opened, removed, damaged or broken following delivery.

It does not affect your rights where a product is faulty, damaged, unsafe, incorrectly supplied, not fit for purpose or not as described.

Please contact us and obtain written return instructions before sending anything back.

Do not return products to our registered office, to a supplier, to a manufacturer or to an address printed on the original parcel unless we have confirmed in writing that it is the correct return address.

EVENTS OUTSIDE OUR CONTROL

We are not responsible for a delay or failure caused by circumstances outside our reasonable control.

These circumstances may include:

• Severe weather or natural disasters
• Industrial action
• Transport or courier disruption
• Customs inspections
• Supplier interruption
• Network or telecommunications failures
• Public emergencies
• Government restrictions

We will take reasonable steps to minimise the disruption and keep you informed where an order is materially affected.

This section does not remove your statutory rights, including any right to cancel because of a serious delivery delay.

CONTACT US

For delivery, tracking or shipping enquiries, please contact:

PrinsNova After Dark
A trading name of PRINSLOO UNLIMITED ENTERPRISES LTD

Company number: 17406743
Registered in: England and Wales
Email: afterdark@prinsnova.uk
Telephone: +44 7555 963062
Registered office: 124 City Road, London, EC1V 2NX

Please include your order number whenever possible so that we can assist you more quickly.

The registered office is not a retail shop, customer collection point, fulfilment warehouse or returns address. Please contact us and obtain written return instructions before sending any product.