FAQs

You Were Wondering?

We’re always happy to hear from you, but we know sometimes you just want an answer. Here is a collection of answers to the most often-asked questions. If you can’t find what you’re looking for please use our Contact Form to let us know.

If you don’t see the answers you’re looking for, please contact us.

More helpful links:
Order Status
Shipping Options
Returns & Exchanges
Privacy Policy

Ordering from us

Do I have to order online? Do I need an account to place an order?

Do you charge sales tax?

How long does it take to process an order?

Do you have a retail location?

In which language do you operate?

Payment & Shipping

Which forms of payment do you accept?

What will show up on my credit card?

You say you offer PayPal, but when I get to checkout it is not an option. What happened?

Can I use a gift card?

How do I use a promo code?

What will the package look like?

How can I check the status of my order?

How can I track my shipment?

Will you ship to PO boxes?

Are there limitations to your international shipments?

Returns & Refunds

How do I make changes to an order?

When can I return an item?

Help, my shipment never arrived!

Our Products

Can I make a single order for more than one digital download?

I ordered a digital download. Now how do I retrieve my purchase?

How do I download and play the subtitles for my digital film?

My digital download isn't working. Now what?

What is the difference between PAL NTSC DVD formats?

Do your toys include batteries or chargers?

How do you recommend cleaning toys?

Ordering from us

Do I have to order online? Do I need an account to place an order?
Nope - you can also place an order via email (store@erikalustfilms.com), telephone (+34 933 100 204) or by visiting our office (Passeig de Picasso,32 Pral, Barcelona). However the easiest way of placing an order is opening an account. 

Do you charge sales tax?
The standard sales tax in Spain is 21% and is already included in the price of each item.

How long does it take to process an order?
We prepare and ship orders daily, with an average of 24hour turn around rate after payment. Orders are picked up by couriers at 17.00 (Barcelona time) every day. To ensure same-day shipping, we recommend placing your order before 14.00 (Barcelona time).

Do you have a retail location?
Our erotic boutique is located within the Erika Lust Films office, and open to the public. Please contact us beforehand to ensure the items you are looking for are in stock

In which language do you operate?
We have native English, Swedish, Castellano and Catalan speakers in our offices if you wish to call, but are able to communicate via email in French, German, Italian or just about any other language offered on Google Translate!

Payment & Shipping

Which forms of payment do you accept?
We accept payment via all major credit or debit cards, PayPal or bank wire. Within Spain, we can also offer the option of payment upon delivery.

What will show up on my credit card?
Your purchase will be recorded on your bank statement as E.L. STORE.

You say you offer PayPal, but when I get to checkout it is not an option. What happened?
This is according to PayPal's strict policies regarding adult material. If you prefer to pay via PayPal over credit card or bank wire, please contact us at store@erikalustfilms.com and we can send you a direct PayPal request to your email immediately to complete your order.

Can I use a gift card?
Yes! We offer gift cards in the amount of 50, 100, 150, 200 and 500 euros. To use the voucher, follow the instructions below.

How do I use a promo code?
If you have an Erika Lust Store gift card, promo code or refund, simply add it in the box during check-out for the instant discount.

What will the package look like?
We use very discreet packaging - plain boxes and envelopes with no mention of inside contents. Since a return address is required by our couriers, our label says:

  • E.L. STORE
  • Passeig de Picasso, 32 Pral
  • 08003 Barcelona, Spain.

How can I check the status of my order?
You will receive notification of your order's progress via email, and you can check the status on your Erika Lust Store account order history.

How can I track my shipment?
If your package has shipped with UPS or ASM and you would like to receive tracking information, please email store@erikalustfilms.com.

Will you ship to PO boxes?
Unfortunately, our carriers will not allow us to ship to PO boxes, only residential or business addresses.

Are there limitations to your international shipments?
We ship all over Europe! If you are worried about shipment to your location, please don't hesitate to contact us in advance.

Returns & Refunds

How do I make changes to an order?
If you would like to make a change to your order (e.g. change color, size, payment method, exchange item) please check the status of your order (to ensure it has not already shipped) and contact us as soon as possible after completing your purchase. Pease bear in mind that, during the week, we process orders in approximately 24 hours!

When can I return an item?
You can return your order within 30 days if there has been an error while processing (e.g. wrong item, size, color), if the items are defective or if they have been damaged during shipment. To return an item and receive a replacement or refund, the product must be unused, in original packaging and condition, with no sign of tampering.

Help, my shipment never arrived!
If your shipment has not arrived within the amount of time quoted, and cannot be located by UPS don't worry, we will re-ship your order for you.

Our Products

Can I make a single order for more than one digital download?
Yes, you can add several digital downloads to your cart as you would any other product.

I ordered a digital download. Now how do I retrieve my purchase?
Once payment has been accepted, your digital purchase will be available for download from your Erika Lust Store account. Simply sign in, go to 'my account' and then 'order history'. Your download link can then be found in the details of your order.

How do I download and play the subtitles for my digital film?
If subtitles are available for your digital download, they can be found on the item's page within the store. Simply click the link to download the zip file. To play the film with subtitles, we recommend the free media player VLC. After opening the movie file with the VLC program, go to menu and select Video Subtitles Track Open file and then select the downloaded subtitle track.

My digital download isn't working. Now what?
If the download process went smoothly, and you are unable to watch the film using Quicktime or VLC programs, please contact store@erikalustfilms.com so we can try to send a different download link.

What is the difference between PAL and NTSC DVD formats?
These formats are used in different areas of the world and depend on your technology. For the most part, all DVDs can be viewed interchangeably on laptops, but only some DVD players. As we are located in Europe, most of the DVDs offered are in PAL format. If you are unsure of what DVD format is required in your country, please check this list:http://shop.sandbag.uk.com/OneGiantLeap/PALNTSCInfo.html

Do your toys include batteries or chargers?
Yes - if the toy uses batteries or a charger, this will be indicated on its store page and provided in the shipment.

How do you recommend cleaning toys?
Washing in warm water and soap for 15 seconds, then letting them air dry is often the best option for cleaning your toys. Condoms can also be used to keep your toys sparkling, and glass toys can even be put in the dishwasher! In addition, we sell cleansing wipes for fast, alcohol-free, effective antibacterial washing.