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our frequently asked questions, all in one place. *sigh* we love a good bit of organisation! read on, friends...

  • toys, toys, toys
  • online store
  • shipping
  • returns
  • work with pleasure gap

toys, toys, toys

which sex toy is right for me?

Using a sex toy is a personal experience, and what works for someone else might not necessarily be right for you.

At pleasure gap, we have fun & accessible options for everyone - whether you want something for external use, internal use, or both, we've got everything you need to hit all the spots!

Remember, this is a judgement free zone and there is no right or wrong here. Get in touch with our friendly team, if you have any questions at all.

i'm looking for my first vibe... what would you recommend?

Silicone vibrators make a great intro toy - they're super soft, body-safe, easy to clean and most are 100% waterproof!

Check out our blog post, "how to choose your first vibrator" for further tips :)

how do you use sex toys?

In short, whatever feels great to you!

You can use your sex toys alone as a great way to explore safely and discover what you like, or together with a partner to enhance sex and help build intimacy.

On both occasions, start by getting to grips with your new toy. Create a relaxing and comfortable environment, and start slowly.

Experiment with different settings and focus on your breathing.

Communication is key when using a toy with a partner. It is important to listen to your body, find what feels good for you, and practice safe sex and hygiene by cleaning your toy after use.

...and don't forget lube... we're big fans and truly believe it makes everything feel extra great!

what is the difference between a dildo and a vibrator?

A dildo generally does not vibrate and is intended for penetration. These can be used alone, with a partner, or by attaching to a surface or harness.

Vibrators are motorised, and vibrate (bringing us endless happiness!). Many vibrators are intended for external stimulation only (think clit suckers), whilst others are designed for internal / dual stimulation.

how should i clean my toys?

We always recommend cleaning your vibrator after every session, so it's good to go next time the mood strikes.

Many of the toys available at pleasure gap are waterproof (please double check yours!) - and all it takes is some warm water and mild soap to get a clean vibrator. Be sure to pat dry with a fresh towel or lint-free cloth.

We also have specialist toy cleaners available that we highly recommend for the job. These will keep your toys super fresh & clean, ready for your next round!

are batteries included?

Many of the products we sell are now rechargeable. However, some products still require use of a AA/AAA Battery - some come with batteries, and some without.

Please check the specific product description for your toy, or message the team at with any questions.

online store

can i use two discount codes in one transaction?

so that depends! occasionally we offer free shipping which can be combined with a percentage off code for a double win. however, for the most part, it will only be possible to use one code at a time.

help! my discount code isn't working!

Firstly, double check your cart to make sure your order meets the minimum order requirements for the discount code to be activated. It's also definitely worth double checking the code has been entered correctly.

If you have any questions about code requirements, or if the code is still not applying correctly, email us at and we'll get you up and running in no time.

Please note that our website can only process one discount code per order and we are not able to apply discounts retroactively.

can i save my card details?

You sure can! We do not save your card details directly on our website, but you can opt into "quick checkout" with Shopify Pay (your details may also already be stored if you have opted into this via another Shopify store).

Simply make an account when placing your order. Here, you will be asked if you would like your information to be saved securely. If you opt in to this option, a pop-up will appear for subsequent orders prompting you to enter a code that is sent directly to the phone number you entered upon account creation.

If you would like to change your payment information at any time, you can do this easily on the payment method page.

If you need any support or have any questions, please feel free to reach out to our team at

do you have a real life shop?


We will shortly be launching a mini store in Astwood, Buckinghamshire. Stay tuned for more updates!


will my order arrive in discreet packaging?

we got you!

your order will arrive in a plain white cardboard box.

no pleasure gap branding will be present on the exterior of the package, so there is no need to panic if it gets left on the doorstep and you have super nosey neighbours!

kind note: if your order is being shipped outside the UK, a description of the contents is required on the customs documentation. in this instance, the package may feature the wording "massage kit" on the exterior customs documentation.

how do I get free shipping?

we know right? there is nothing worse than paying for shipping!

  • all orders over £50 qualify for free standard shipping within the UK. this service takes between 2 to 4 days. this service costs £3.95 for orders under £50.
  • all orders over £100 qualify for free express delivery (orders to be placed by 11am). for orders under £100 the express delivery service is available at a cost of £5.95, or we offer a guaranteed next day service (to arrive before 1pm) for £11.95.
when will my order arrive?

our standard shipping takes 2 to 4 days. this service is free on orders over £50 or £3.95.

our express service takes 1-2 days (this is a next day service for most regions but it cannot be guaranteed due to Evri courier restrictions), and is free for orders over £100. This service costs £5.95 for orders under £100.

next day delivery is also available for orders placed by 11am. this service is £9.95, it is sent tracked and signed and is guaranteed by 1pm the next day.

how can I track my goodies?

we work with two shipping partners - Royal Mail & Evri.

this is to ensure we can still get your order to you in the event of any supply chain disruption.

  • all orders will be sent tracked.
  • you will receive an email update from pleasure gap when your order is dispatched, and this will include your tracking information.
  • once shipped, you will also receive regular email updates from the carrier keeping you updated with the progress of your package, including your options if you won't be home to receive your order.
why is my order delayed?

all orders placed by 11am (and sometimes slightly later) will be packaged and sent the very same day.

occasionally there are factors out of our control, such as delays with our carriers which may impact the arrival of your package.

please kindly note as standard we are unable to refund shipping fees in case of delays. we do however promise to support and look in to any extreme delays on a case-by-case basis.

do you ship worldwide?

yes - we ship basically everywhere!

if you have a question about shipping to your home, please shoot us a little note to and we'll be happy to help.


what is the pleasure gap return policy?

your pleasure is our number one priority, and if you're not happy we want to help make things right (we're nice like that!)

  • unopened + unused merchandise can be returned to us for a refund within 30 days from the date of purchase.
  • please note that the cost of return postage (£3.95) will be deducted from your full order value when the refund is processed.
  • We reserve the right to adjust returns if original items are not received in new condition.
  • unfortunately we cannot provide refunds on opened products due to hygiene reasons.
  • in this instance, we will offer you a personalised 30% off voucher to use on site and our customer services team will be happy to work with you to find your perfect vibe.

To start your return, please follow the steps below:

  • please send us an email to and let us know you would like to make a return.
  • remember to include your order number - this will help us to process your return in a super speedy fashion.
  • we will provide you with a return label so you can send back your goodies. the cost of return postage (£3.95) will be deducted from your order value when the refund is made.

what should I do if the product is defective?

we hate to hear it :(

to ensure we can help, please send us an email to, and give us an overview of the issue. please include the original order number and a few photos or videos to help us get to grips with the problem.

the products we carry come with a one-year warranty, at a minimum. however, it is important to note that some investigation may need to take place before a replacement is issued or a refund provided.

a few fixes to try...

  • turn it off and on again (it's a classic!)
  • ensure the battery is fully charged...
  • ...or switch the cell battery out for a new one. we would always recommend a stronger branded battery, such as Duracell or Energizer.
  • tighten the battery cap to ensure the connection is properly established.
  • give it a little shake - nothing too hard, but occasionally dust (or other bits) can be trapped inside causing issues with your vibe.
and... what about if the product just isn't my vibe?

we want our products to bring you mind-blowing pleasure, and we're sorry if your order hasn't quite hit the spot.

whilst we are unable to refund unopened items due to hygiene reasons, we would love to work with you to find your perfect vibe, and offer you a personalised 30% off discount code.

send us a little note to and let us know the issue and how we can help.

work with pleasure gap

do you have an affiliate program?

We do have a small affiliate program with plans to grow double quick time. If you would like to be added to the waitlist, please shoot us an email at

Please include your relevant social handles - we can't wait to hear from you!

are you hiring?

We're not at the moment, but we're always on the lookout for talented individuals.

If you are keen to work with us in the future, please send your information to

didn't find the answer you were looking for?

our team would love to help. shoot us your query and we will get back to you asap.

get in touch