FAQ – Your questions about sex toys and intimate wellness
Orders & Delivery
Our packages are shipped from our warehouse in Switzerland. Delivery within Switzerland takes an average of 1 business day, but can take up to 2 days during peak periods.
In Switzerland : 6.90 CHF, free for orders over 50 CHF.
In Europe : 8.90 CHF, delivery time 2 to 5 business days.
Yes, we ship throughout Europe. The delivery fee is CHF 8.90 , and the delivery time varies between 2 and 5 business days depending on the destination.
Yes, we prioritize your discretion. All our orders are shipped in plain brown boxes , with no logos or mentions of Solena. There are no indications of the contents on the outside of the package, ensuring a completely discreet delivery.
If your order has not arrived within the estimated timeframe, here's what to do:
- Check your package tracking → A tracking link was sent to you via email after shipment.
- Please wait one more day → During peak periods, delivery can take up to 2 business days in Switzerland and a little longer for Europe.
- Contact us → If your package still hasn’t arrived, reach out with your order number, and we’ll find a solution quickly.
Your satisfaction is our priority, and we will do what is necessary to resolve your situation as soon as possible.
Once your order is confirmed, it cannot be canceled or modified. Our teams process orders quickly to ensure fast shipping.
If you made a mistake, contact us as soon as possible, and we will offer you a solution.
If you did not receive the confirmation email after your purchase, here is what you can do:
- Check your spam folder → The email may have been mistakenly filtered.
- Ensure you entered the correct email address when placing your order.
- Please wait a few moments → The email may be on its way.
If after these checks you still cannot find your confirmation, do not hesitate to contact us and we will send you a copy.
If you find that an item is missing from your order, please contact us as soon as possible . We apologize for the inconvenience and will do our best to resolve it quickly.
Please be sure to provide us with your order number and details of the missing item. We will investigate immediately and work to resolve the situation quickly, either by resending the missing item or offering you an alternative solution.
Returns & Refunds
If you receive a defective item, please contact us as soon as possible . Please provide us with your order number and photos of the defective item if possible.
We will review the situation and offer you a solution, whether it's an exchange or a refund, depending on your preference and product availability. Your satisfaction is our priority, and we will do our best to resolve the issue quickly.
For hygiene and safety reasons, we do not accept exchanges on products that have already been opened or used. If your item is new, unopened and in its original packaging , you can contact us to see if an exchange is possible.
For hygiene and safety reasons, we do not accept returns of products that have already been opened or used. If the item is still new, unopened and in its original packaging , you can request a return within 30 days of receipt.
Contact us for more details on the return procedure.
Products
Yes, all Solena sex toys are made with high-quality, safe, and hypoallergenic materials , such as medical-grade silicone. We are committed to ensuring our products meet the highest safety standards to provide a pleasant and risk-free experience.
Yes, most Solena sex toys are waterproof and can be used in the shower or bath. However, it's important to check the specifications of each product, as some models may not be fully suitable for prolonged immersion.
To enhance your Solena sex toys, we recommend using our lubricants, designed to provide the best experience:
- Water-based lubricant : A versatile, gentle lubricant compatible with all our sex toys, offering smooth and pleasant lubrication for maximum comfort.
- Water-Based Anal Lubricant : Specifically formulated for anal use, this lubricant is thicker and designed to provide long-lasting lubrication, ensuring comfort during your anal play.
These lubricants are safe, fragrance-free, and perfectly compatible with our silicone sex toys. For intense pleasure and confidence, we recommend choosing the products selected by Solena.
Yes, all Solena sex toys come with a USB cable for charging.
The best way to clean your sex toys is with our Sex Toy Cleaner. Specially designed to ensure perfect hygiene, it eliminates bacteria and gently cleans without damaging the materials. For a quick and effective clean, simply spray the cleaner on, let it sit for a few seconds, then rinse with warm water.
Yes, all Solena sex toys are rechargeable. Only the remote controls operate with batteries , which are included with the product.