FREQUENTLY ASKED QUESTIONS

When will my card be billed?   You will be charged as soon as the order is placed and your order will typically ship the next business day. All information is secure. All personal information submitted through the web, phone, mail, or fax is entered into our databases via secure systems. We do not retain any credit card information submitted online. We do not share or sell any information to any other parties.

How is my card billed?  Your credit card will be charged by PayFast

Is my delivery discreet? Will my neighbors know what I ordered?  Our packaging is extremely discreet. Your product is shipped in a plain box.  The “From:” address will be BLUELUNA.

I did not order this.  Please contact us. Our orders usually ship very quickly. If your order has shipped we suggest you refuse delivery and the order will be returned to us. A credit will be issued to you upon return of the order.

What is your privacy policy?   All personal information submitted through the web, phone, mail, or fax is entered into our databases via secure systems. We do not share or sell any information to any other parties.

Please note: in order to fulfill orders we may be required to give your information to 3rd parties such as our courier company, post office, or postnet. Those companies are required by us to protect your information and privacy.

Someone used my credit card without my knowledge.  Please contact us. Our orders usually ship very quickly. If your order has shipped we suggest you refuse delivery and the order will be returned to us and your card credited.

What if the item I want is out of stock?  Because our products are all individually hand made there will be times when certain items may be out of stock.  We will notify you if that is the case and give you the best estimate for when we can ship the product you ordered. We strive to make sure that out of stocks are as minimal as possible.

Can I visit your brick-and-mortar store?  No – We are a web-based business based out of the Johannesburg South-Africa area and do not have a physical storefront.

Do you ship worldwide?  Yes!

Can I change an order I just placed?  Your order is received and authorized against your credit card immediately.  If you need to make a change please contact us as soon as possible so we can make the best effort to meet your expectations.

Help! The package has been tampered with!  If you receive a package that looks like it has been opened and resealed (especially if you are an international buyer), this means your order has been tampered with while in possession of the postal service. If you like, you can refuse delivery from the carrier and then contact us for a refund or an exchange. You may accept the package as it might be fine, but if not, we can still help you. Please understand that problems with that order are probably the fault of the postal service and not us.

The product shipped but has not arrived.  We ship via different channels. You should have received a tracking number by email. Contact the relevant company directly with your tracking number to see if they have information on when your package will arrive.  If you need assistance you can also contact us.

What is your return policy?  For sanitary/hygienic purposes, ALL SALES ARE FINAL. When you receive your package, promptly check the items. We will credit or exchange for DEFECTIVE items only (or for any shipping errors made by us). You must contact us at ineedohlala@ohlala.co.za for a Return Merchandise Authorization.

We will not issue a refund for a product due to the size. Please make sure the product you are ordering meets all of your requirements including size before placing your order.

In your return package please include:
• Your Original Order # (or copy of the order)
• A note telling us what the problem was.
• A note stating whether you would like a refund or an exchange for another item.

* If you do not contact us first and include a note, you may not be refunded!

Please note: As part of the return process, upon receipt of an authorized return, if the returned item is found to be in perfect condition, a 25% restocking fee will be applied.

Please allow up to 3-4 weeks to receive your replacement or refund.

We are dedicated to providing only the highest quality adult pleasure products and maintaining excellent customer service. We hope you have been and will be happy with our services.

If you have questions, please email: ineedohlala@ohlala.co.za

When does my order ship?  Your order will usually ship the next business day from when you order the product. Please note that the shipping options you choose take effect on the day the item ships, not the day you order. For example, if you order an item on a Friday or a Saturday, the next business day (normally, with the exception of a Monday Holiday) would be Monday.  We cannot control delivery errors, especially if your address is not 100% complete.

What about customs for international customers?  Customs departments in each country often have regulations that should be investigated prior to placing orders; these may pertain to duty taxes and/or allowable items. We cannot be responsible for any additional expenses incurred or for the retention of your order by customs if it does not pass inspection, and you will not be refunded. The customer is responsible for all expenses in these circumstances.

Who is your shipping provider?  We use different companies depending on the shipping method and address. If you’d like to request another option, please contact us before placing your order online.

May I pay by check or money order?  No.

May I pay by COD?  We do not accept payments by COD.

Do you accept credit cards?  We accept Visa, MasterCard.  You can order with your credit card by online. Your card is charged immediately.

Can I pay by debit card?  We accept debit cards with the MasterCard or Visa logo on it ONLY. Please do not include your PIN number. We do NOT want or need this to process your order.