FAQs

18+ only. Our site and products are intended for adults.

We ship in plain, unbranded packaging. We only use your data to process your order and support you. Payments are handled securely by our provider over TLS/HTTPS with 3-D Secure where required — we don’t store card details. You can change cookie choices anytime via “Cookie settings” in the footer. Read our Privacy Policy for details.

Sometimes. Check the homepage for promos or subscribe to our newsletter. Unless stated otherwise, promo codes are single-use, one per order, can’t be combined, and can’t be applied to past orders.

Our site chat is an AI assistant available 24/7 for general info, quick product guidance, and sizing tips. Tell it what you’re looking for and it’ll suggest well-matched options. If you prefer to talk to a person or need order-specific help, email info@erolounge.store (for orders: orders@erolounge.store). We don’t provide medical advice — please speak with a healthcare professional. Please don’t share personal or payment data in chat. 18+.

We curate from reputable brands and prioritize body-safe materials and CE-compliant build with clear instructions. Parcels are plain and unbranded, with tracking by email — no store name on the box. Always follow the manufacturer’s guidance, clean as directed, and stop use if irritation occurs. For health questions, please consult a healthcare professional.

We currently ship to: AT, BE, DE, ES, FR, IT, NL, PT.
Parcels are plain and unbranded with tracking; dispatch 1–3 business days, delivery usually 3–7.
If your country isn’t listed, we don’t ship there yet — email info@erolounge.store to register interest; we prioritize new locations based on requests.
For details, see Delivery. We don’t currently ship outside the EU.

Dispatch in 1–3 business days. Delivery is usually 3–7 business days within our EU countries (estimates — remote areas may take longer). You’ll receive tracking by email. Large or mixed orders may ship in multiple parcels at no extra cost.

We accept the methods shown at checkout:

• Cards via Stripe: Visa, Mastercard, Maestro. Works with most bank/fintech cards (e.g., Revolut, N26, Wise) when online payments & 3-D Secure are enabled.

• Wallets: Apple Pay & Google Pay (shown when supported on your device).

• Local instant banking (where available): iDEAL (NL), Bancontact (BE), EPS (AT), Klarna Pay Now.

We don’t accept manual bank transfers or Cash on Delivery. Payments are processed by a PCI-DSS compliant provider over TLS/HTTPS; we don’t store card details.

Yes — before dispatch. Email orders@erolounge.store as soon as possible; we can amend details or cancel.
After dispatch we can’t reroute, change contents, or merge orders (address changes are only possible before dispatch).
If you change your mind, you can use your 14-day right of withdrawal (items must be unopened). We refund the product price + the cheapest standard shipping; return postage is yours.

Please act within 48 hours: keep all packaging and contents; take clear photos of the outer box (all sides), shipping label, inner packaging, and the affected item(s). If damage is visible on delivery, ask the courier to note “PACKAGE VISIBLY DAMAGED.” Email orders@erolounge.store with your order number and photos (please don’t send files in chat). Don’t discard anything until we confirm next steps. Note: large or mixed orders may ship in multiple parcels — check your tracking email.

If a parcel is returned to us (undeliverable / uncollected / refused), we can reship for an extra shipping fee or refund the product price minus outbound + carrier return shipping.
Email orders@erolounge.store if you’d like a reship.

You’re covered by a 2-year legal guarantee for goods that are defective or not as described. Email orders@erolounge.store with a short description and photos/video; we’ll guide you through the next steps. Depending on the case, we’ll arrange repair or replacement first; if that’s impossible or disproportionate, we’ll offer a price reduction or refund.

(For transport damage or missing items, please report within 48 hours—see the delivery FAQ.)

Chat: our AI assistant is available 24/7 for general info and quick product guidance (please don’t share personal or payment data in chat).
General enquiries: info@erolounge.store
Order support: orders@erolounge.store (include your order number and any photos if relevant).

We process only what’s needed to run the store, fulfill orders, take payments, and support you. Payments are handled securely by our provider; we don’t store card details. Analytics/marketing cookies load only after your consent — you can change choices anytime via “Cookie settings” in the footer. You can exercise your GDPR rights (access, rectification, erasure, restriction, portability, objection/withdraw consent) at any time. See our Privacy Policy or email privacy@erolounge.store.