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  1. ErosStar.sk
  2. Complaints and returns

Returns and complaints

We are customers too, so we know that making a claim or returning goods may not be a very pleasant matter. However, we do our utmost to make sure you are as comfortable as possible with us.

How to return goods or make a claim at Erosstar?

Erosstar strives to make everything simpler and more convenient. To process your request, you can use our quick interactive form. Here is the procedure for completing it successfully:

  1. Select your request from the available options
  2. Fill out the form according to the instructions
  3. In the form, choose the method for sending the products back to Erosstar
  4. After successfully submitting the form, you will receive instructions for sending the package and confirmation of receipt of your request at the email address you provided

Please provide us with all information about the problem with the goods in the claim form. Please also include your bank account number in the note in case a refund is necessary. If you want to add a handwritten letter as well, that is perfectly fine. Please also include a copy of the invoice (applies only to goods purchased at a branch store).

If you wish to withdraw from the contract, the goods must be in their original packaging with the seal unbroken. If this is a claim for defective goods, we do not require the original packaging.

Do you have another request? Please write to us at the erosstar email address and we will get back to you as soon as possible.

All goods for claims, exchange, or return must comply with the claims policy.

Available methods for sending goods back to Erosstar

  • Zásilkovna (Packeta)

    This shipping method is completely free at Erosstar. The process is simple and also the most convenient. The package can be sent via any Zásilkovna branch, which also serves as a drop-off point. You can find your nearest branch on the Zásilkovna website (there are more than 4,000 of them in the Czech Republic and Slovakia).

    If you selected shipping via Zásilkovna in the claim form, Zásilkovna will send you a label for the parcel within about half an hour. You can then drop off the package free of charge and pay nothing further.

  • Your own delivery method

    Send or bring the defective goods to the claims department, which you can find at this address:

    HEXATRADE COMPANY s.r.o. – Claims Department, Cejl 34/91, Brno 60200, Czech Republic

    We will make sure that your new or repaired goods reach you as soon as possible.

Order cancellation

If you happen to have chosen the wrong item, whether for yourself or as a gift, there’s no need to worry. Unopened items in their original packaging can be returned within 14 days without giving a reason.

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  1. To return the goods, please fill in the short claim form below.
  2. In the note, please write that you wish to return the goods.
  3. If the goods have already been paid for, please also include your bank account number in the note for the refund.
  4. As soon as we receive the goods in our warehouse, we will process the refund (no later than within 14 days of receiving the goods back).

Which goods cannot be returned?

For a return, do not open sealed goods. If any hygienic seal is damaged, we cannot accept such goods back. Such seals include, among other things, security stickers, sealed packaging, or goods in protective films.

  • Erotic toys fall into a special category of goods. Strict requirements are placed on maximum hygiene.
  • Underwear also falls into the same category. Do not try it on against bare skin and do not cut off any attached labels/tags.
  • Hosiery (including catsuits, bodystockings, and fishnet dresses) cannot be accepted back after trying on. This material stretches and will not return to its original condition.

Thank you very much for your understanding.

Create a request

I want different product

Is the size of the underwear wrong, or is the item too big? Whatever the reason, at Erosstar you can exchange unsuitable items within 14 days of receiving your order.

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The exchange is free of charge, and we will send the replacement item to you at no cost. The only thing you may need to pay is any difference in price.

  1. Please write in the note which item you would like instead of the unsuitable one.
  2. After successfully completing the form, send the goods back to us.
  3. Once we receive the parcel, we will promptly send your selected item (if it is in stock).

Exchange conditions

For an exchange, do not open sealed goods. If any hygiene seal is damaged, we cannot accept such goods back from you. These seals include, among others, security stickers, sealed packaging, or goods in protective films.

  • Erotic toys fall into a special category of goods. Strict requirements are placed on maintaining the highest level of hygiene.
  • Underwear falls into the same category. Do not try it on against bare skin and do not cut off the attached labels/tags.
  • Hosiery (including catsuits, bodystockings, and fishnet dresses) cannot be accepted back once tried on. This material stretches and does not return to its original condition.

The same conditions apply to goods you want to exchange as if you wanted to return them. The conditions are governed by the complaints procedure. Please read the section “Withdrawal from the Purchase Agreement” carefully, where the conditions are described in detail.

Thank you very much for your understanding.

Create a request

I received wrong item

Have you received the wrong item? We’re very sorry. Please submit a complaint using our complaints form and return the item to us. All of this is, of course, free of charge.

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Exchange conditions

For an exchange, do not open sealed goods. If any hygiene seal is damaged, we will not be able to accept such goods back. Such seals include, among others, sealing stickers, sealed packaging, or goods in protective films.

Create a request

Complaints about product / Products not working

We strive to minimise the risk by selecting only reliable products for you. Unfortunately, even the highest-quality items can sometimes go wrong.

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All goods in our e-shop come with a 2-year warranty. If you receive a product that does not work as it should within this period, or if you discover any other defect, please let us know. We will do our utmost to accommodate you and resolve your claim to your satisfaction.

After successfully submitting the form, please send us the faulty product. By law, we have 30 days to process a claim, but we always do our best to resolve it as quickly as possible so that you can once again fully enjoy your product at home.

What to do before sending the products

Please wash and dry the goods thoroughly. To be accepted, the product must be sent in a hygienically safe condition. Soiled products, products contaminated with bodily fluids, and products otherwise inappropriately contaminated may not be accepted for a warranty claim.

Create a request

Return part of the order

If you happen to have chosen the wrong item, whether for yourself or as a gift, there’s no need to worry. Unopened items in their original packaging can be returned within 14 days without giving a reason.

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  1. To return the goods, please fill in the short claim form below.
  2. In the note, please write that you wish to return the goods.
  3. If the goods have already been paid for, please also include your bank account number in the note for the refund.
  4. As soon as we receive the goods in our warehouse, we will process the refund (no later than 14 days from receiving the returned goods).

Which goods cannot be returned?

For a return, do not open sealed goods. If any hygiene seal is damaged, we will not be able to accept such goods back. Such seals include, among others, security stickers, sealed packaging, or goods in protective films.

  • Erotic toys fall into a special category of goods. Strict requirements are placed on ensuring maximum hygiene.
  • Underwear falls into the same category. Do not try it on against bare skin and do not cut off any attached labels/tags.
  • Hosiery (including catsuits, bodystockings, and fishnet dresses) cannot be accepted back after trying on. This material stretches and will not return to its original condition.

Thank you very much for your understanding.

Create a request