FAQs
Frequently asked questions
product
What is the difference between a dildo and a vibrator?
A dildo is designed for insertion or external stimulation and has no motor — it works through the pressure, shape, and movement you control. A vibrator has a built-in motor that creates vibration, pulsing, or other motion patterns for hands-free stimulation. Some products combine both, with a dildo shape and a vibration option built in. If you’re not sure which suits you, check the specifications on each product page, or get in touch and we’re happy to help you choose.
What kind of battery will I need to use my product?
Most products in our catalogue are rechargeable via USB and don’t need replaceable batteries — the charging cable and connection type are listed in the product description and included in the box. A smaller number of items use standard replaceable batteries, which is also noted on the product page. If a listing doesn’t specify, contact us with the product name before you order and we’ll confirm.
Are EROSSA products safe?
Yes. All products sold on erossa.com are covered by the minimum 2-year EU legal guarantee of conformity required by EU law, regardless of what any individual product page says — some countries provide longer protection. Every hygiene-sealed item arrives with its seal intact, so you can verify it hasn’t been opened before you. If anything you receive is faulty, damaged, or not as described, see our Refund and Returns Policy for how we handle it.
How do I clean & store my vibrator?
Wash silicone, ABS, and most non-porous toys with warm water and a mild, unscented soap (or a dedicated toy cleaner) before and after each use, then let them air dry completely. Avoid oil-based lubricants with silicone products, as they can degrade the material over time. Store each toy separately in a clean, dry pouch or box, away from direct sunlight and away from other toys. If your product is described as waterproof, check the product page first — not all vibrators are fully submersible, even if they’re splash-proof.
Where do your products come from?
We work with established, well-known brands in intimate wellness — the kind you’ll recognise from our Selected by EROSSA page. Whatever you order, any return, refund, or warranty issue is handled directly by us — Arbore Real Estate SRL — not a third party you’d need to track down separately. See who processes your return for details.
Payment
What are my payment options?
At checkout, you can pay by bank card (Visa or Mastercard). Payment is processed securely through Banca Transilvania’s payment platform, protected by 3D Secure technology.
How can I pay in installments?
We don’t currently offer installment or buy-now-pay-later plans — all orders are paid in full by bank card at checkout. If this changes, we’ll update this page.
Is payment through this website secure?
Yes. Checkout is encrypted (HTTPS) site-wide, and card payments are processed directly by Banca Transilvania’s secure platform with 3D Secure protection. We do not store your full card number on our own servers — see our Privacy Policy for how your data is handled.
What will it say on my credit/debit card bill or statement?
Your statement will show a reference from our payment processor rather than a description of what you bought, in keeping with the discretion we apply to packaging and delivery. If you don’t recognise a charge, contact us via our Contact page with your order number and we’ll help identify it.
Can I pay in another currency than the one displayed?
All prices on erossa.com are displayed and charged in the currency shown on the website and at checkout. The price you see is the final amount, with no VAT or other tax added at checkout. If your card is issued in a different currency, your bank or card provider will convert the amount — the exact rate and any conversion fee depend on your bank, not on us.
Are there any other taxes and duties that will affect my final price?
All prices displayed on the website are final, with no VAT added at checkout. For orders shipped outside the European Union, your parcel may be subject to import duties, taxes, or customs fees charged by your country upon arrival. These charges are the responsibility of the customer and are not included in your order total or shipping cost.
Shipping & Returns
Where in the world do you ship to?
We currently ship worldwide. If your country isn’t available at checkout, please contact us before placing your order.
How long will you take to deliver my order?
We aim to process orders promptly once payment is confirmed. Delivery times vary by destination and courier — you’ll receive a shipping confirmation email with tracking information as soon as your order is on its way.
What are the shipping fees?
Shipping costs depend on your country and the courier you choose. You’ll see the exact price at checkout, before you pay. Free shipping is available above a minimum order value that depends on your region — see our Shipping Policy for your country.
Will I have to pay customs or import taxes?
Within the EU, no — there are no extra charges on delivery. Outside the EU, your country’s customs may charge import VAT, duties and a handling fee, paid to the carrier on delivery. See our Shipping Policy for details.
How can I track my order?
Once your order ships, you can follow its progress on our order tracking page using the tracking number sent to your email.
How will I receive my order?
Every order is shipped in plain, unmarked packaging with no logos, product images, or descriptions of the contents on the outside. The sender name on the parcel doesn’t reveal what you ordered, so nobody handling or receiving the package can tell what’s inside.
If I am not satisfied with my purchase, can I return it?
Yes. Under EU consumer regulations, you have the right to withdraw from your purchase within 14 days of receiving the products, without giving any reason. This right does not apply if the hygiene seal has been broken, for health and hygiene protection reasons. See our Refund and Returns Policy — which includes our model withdrawal form — for full details, or contact us to request a return or exchange.
privacy
Why do you collect personal data?
We collect only what’s needed to run the store: order data, to process, fulfil, and ship your order, and to handle returns or warranty claims; account data, if you create one; and technical data for security and site functionality. If you opt in, we may also send marketing emails, which you can unsubscribe from at any time. We do not sell your personal data. See our Privacy Policy for the complete list of what we collect, why, and your rights under GDPR.