Customer Services

Don't be an anonymous face in the crowd, tell us what we're doing right, tell us what we're doing wrong or just get something off your chest! Here are our details:

Getting it right? Most of the time!

We appreciate that a company is made or sunk by the quality of its service and we'll admit right out that we don't get it right 100% of the time. But we do try our best, work our hardest and do whatever we can to keep customers like you happy, content and smiling.

After all, no-one likes stress or hassle. So, if you think we've got something wrong, tell us right away and we'll everything in our power to keep you happy. You'll find with us that we're people just like you and luckily we do get things right most of the time.

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Our Customer Services promises

14 day no-quibble guarantee:
You need confidence that the product you're buying is exactly what you want, so we give you 14 days to decide. If you open the box and hate what you've bought or even if you're slightly disappointed, send it back in mint condition and we'll refund you in full.

6 Month Warranty:
If you buy a product from us and through normal use it breaks within 6 months, send it back and we'll replace it. Simple as that. We do ask for you to pay for the postage back to us, however, because we think that's fair.

Fast Fulfillment:
Once you've placed an order, you want it as soon as possible, so if you place your order with us by 1pm (GMT), we'll do our very best to process it that same day and you should get it on the next working day in the UK and within five days elsewhere. If you place an order at the weekend, we'll pack it on Monday.

Caring for Customers:
We believe in rewarding people that shop with us, so as a member, you will get access to special offers that are only available to you - non-members don't get them unless they join too! To qualify for these special offers, you'll need to register with us and accept emails too.

Plain packaging:
We use plain packaging to despatch products.We also recycle as much as possible and try only to use recycled packing materials.

Statement Screener:
Because you don't want the word SEX all over your credit card statement, all charges will be shown as Suretail.com. You can visit this site at any time if you forget what the charges were for.

Delivery fees:
We charge modest fees for postage and packaging and you'll be shown exactly what those charges are before you go the the final payment page. We do not profit from postage and packaging, but as both represent a real cost, we think it's fairest to make a charge and keep product costs as low as possible.

Low cost batteries:
Because the kind of batteries that get given away for free are normally cheap and extremely unecologically sound, we offer extremely good quality, heavy duty batteries at very low cost. Please just make sure you dispose of them responsibly when they're done.

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Who we are

We're owned by a company called Bitemark MC Limited. They were founded in 2001 and the BMC group now sells hundreds of thousands of sex toys a year. Trading under the name SURETAIL.COM (which is the name you'll see on your credit card statement) our small and friendly team, operate this and other websites.

We're a company that believes in presenting adult product and material in a non-sensationalist, pornographic or sexist way.

Our first website, nicesextoys.co.uk launched in 2001 and pioneered a new, couple friendly way of presenting and selling sex related products. We are now regularly recommended as an ethical company in MS lectures and we're even mentioned on the MS Trust website. We've been featured in just about every women's magazine in existence and we're proud to supply thousands and thousands of happy customers.

Our mission is to help our customers lead more fulfilling and more exciting sex lives by applying knowledge, obsessing about quality, giving excellent customer service and respecting the environment.

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Delivery

Delivery is currently free to all UK customers who spend £30 or over!

We always deliver in plain packaging. Your goods will be delivered by Royal Mail and you will be asked to sign for them to give us proof of delivery. If you are out when the postman calls, he or she will put a card through your letter box telling you where you can pick up the goods or asking for a redelivery time. If you don't collect, the goods will be sent back to us. If that happens, we can refund the cost of the goods but we will make a £5.00 charge for restocking and the postage we spent trying to get the goods to you.

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Security

Your security is very important to us ' especially credit card security ' which we take very seriously. Luckily, despite the horror stories you read in the press, the Internet is extremely secure when things are done correctly.

When you shop on our site and click the 'payment' button, you should notice two things. Firstly, in the address bar, instead of http:// you see https://. This means that you have been transferred to a secure server and you can double check by looking for a little padlock on the status bar at the bottom right hand side of the browser screen.

When you shop on a secure server, your details are reckoned to be safer than when you shop on the High Street, so you can shop with total confidence at our site.

Please note that we do not store your credit card details or have access to them. We will NEVER email you asking for credit card details.

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Privacy
By shopping at this site you become out customer and we guard your details fiercely. We will never pass your details to anyone else and we will only email you offers if you have asked us to. We are registered with the Data Protection Bureau and we comply with the Data Protection Act 1998 in the following way:

We do not provide or sell your details to third parties.

We reserve the right to disclose information about member usage and demographics to advertisers and partners, but in anonymous aggregate form only.

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