Frequently Asked Questions (FAQ's)

Here you will find the answers to the most common questions. Please check them before contacting us.


Is my order sent?

We automatically send a confirmation e-mail every time we print the waybill for an order. If you receive this e-mail including a shipment number it indicates your order has been shipped. You should receive the shipping confirmation within 24h after placing an order (however if you place your order after Friday 12pm we will ship it the following Monday). If you didn't receive the confirmation e-mail, please login to your account and double-check that the specified e-mail address is correct.  Top

Is it possible to change the delivery address for my order?

If your order has not been shipped we will be able to change the delivery address or the recipient name. If you already received the shipping confirmation, we cannot guarantee we will be able to change the delivery address as your order might have left our warehouse. If your order has already left our warehouse then it will not be possible to stop your order or make any modification to the address. In any case please contact us as fast as possible by sending us an email.  Top

How long does the delivery take?

We always keep a substantial stock to be able to send all the orders within 24h (excluding week-ends). All orders are shipped using first-class mail and the regular delivery time after shipping an order is 2 to 4 working days. If your order has still not arrived after 4 working days, please wait one or two extra days before contacting us as it can happen your order has been sent to the wrong sorting office and therefore the delivery will be delayed. You can also check that your address is correct and your name specified on your mailbox or main door. Top

I don't have a credit card. Can I pay using bank transfer?

We currently do not offer bank transfer as a direct payment method. However if you create an account with either Paypal or Moneybookers Skrill you will be able to easily transfer money from your bank to your Paypal/Moneybookers account and then use it pay on our website, even if you do not own a credit or debit card. Top

Is it safe to pay on your website?

We are taking the security of our website extremely seriously. After placing an order, you will be automatically redirected to the payment webpage. This webpage is not hosted on our website and all information is encrypted using 128bit SSL. The presence of a padlock in your browser address bar indicates that the transaction will be secure. Moreover, if you choose to pay with a debit or credit card we do not save or store your card information for increased safety. We use Wirecard Bank AG (www.wirecard.com) as our payment processor.  Top

My order has been canceled. How can I pay for it?

If we do not receive confirmation from our payment system that the transaction went through after you have placed your order we will not process it or ship it (no confirmation e-mail will be sent to you indicating that your order is active). You cannot pay an order that is regarded as inactive/canceled in our system. The best solution is that you place a new order and this time make a successful payment.  Top

I can't get the new customer offer to work?

Please double check that you registered and are logged-in to your account when adding the new customer offer to your shopping basket. Check also you did not make a previous order using the new customer offer, as the promotion can only be used once per household and/or per account. If you are using the promotion in a previous order that is regarded as inactive or canceled in our system because the payment didn't go through, please e-mail us in order to be able to take advantage of the offer. Top

What is your privacy policy?

We respect our customer privacy to the highest degree. All information entered on our website is stored securely on our servers and will not be shared to any third parties. We are collecting some minimal information about you, like your address, name or phone number only to be able to process your order or to contact you if necessary. At any moment, you have the possibility to login to your account's dashboard to modify or remove any specified information.  If you do not want any information to be left after placing your order, you can e-mail us and we will delete your account (please note you will then lose your reward points). We do not send newsletters or adverts to our customers without their explicit consent. The only e-mails we are sending is the account creation confirmation, order confirmation, shipping confirmation and an informative e-mail when your bonus points are about to expire. Top

How does the package look like?

We send all regular-sized orders in an anonymous white envelope. The sender of the package is “Winyol”. The waybill might include a customs declaration with the quote "Elastic Sheath" as description of contents.

Meaning of the two yellow decals that might be on the package:

Goods not fulfilling the conditions prescribed by Articles 9 and 10 of the treaty establishing the european economic community

Community goods consigned to or from a part of the customs territory of the Community where the provisions of the Council Directive 77/388/EEC do not apply

All European national postal administrations require this label when the product is sent with 0% VAT. All our packages are sent from the island of Åland and Åland is a member of the EU but outside the EU VAT area and hence it becomes 0% VAT on the items. It is the Postal Service of Åland that are putting on this label and not the Customs. Top


How will I receive my order?

You will receive your order directly in your mailbox. However, some orders won't fit the mailbox as the envelope thickness exceeds your mailbox width (usually around 3-4 cm). In that case, you will receive a delivery note in the mailbox asking you to get the letter from your usual pick-up center. If you don't collect the package after a certain number of days (typically 2 weeks), your order will automatically be sent back to us.  Top

Do you offer student discount?

Yes - All students get an exclusive 15% off! Simply go to our student discount section and connect with Student Beans iD to verify your student status (it's easy & free) and get your student discount today.  Top

E-mail us if you have any further questions:

If you don't find the answer of your question in the previous topics, our customer service will be more than happy to provide you with an answer within 24h. Our e-mail address is info@condomoutlet.co.uk Top