You can contact us anytime!
Our Customer Services are open Monday to Friday 9am-5pm

How do I start?

  • Yes you do, but it's free to create one! Our products are only available online.
  • It depends where you are! According to the digital tax policy of the EU, we charge the local tax of your country for digital downloads. For physical goods, we apply the Spanish tax for EU countries. We don't deliver physical goods outside of the EU!
  • Every weekday we ship orders, with an average of 24hours turn around rate after payment (Monday - Friday). Our orders are picked up by couriers at 1pm (Barcelona time) every day. To ensure same-day shipping, we recommend placing your order before 10am!
  • Not yet! You can only buy what you see on the store online.
  • We have native English, German, Spanish and Catalan speakers in our offices if you wish to call us, but you can email us in any other language and we can try and Google Translate it!

Digital Downloads

  • Yes, of course! You can add several digital downloads to your card as you would any other product.
  • 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 'my downloads'.
  • Don't worry, we will solve this together. First try to change the browser or use an incognito window. Out of experience we can recommend you to use Google Chrome as a browser. If the download or stream still fails, please send an email to our Customer Service with your download link. We will help you as fast as possible
  • Yes, of course. Please send us an email to our Customer Service store@erikalustfilms.com with the link to your download. We will enable additional download attempts for you!
  • 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.
  • According to the law, we do not return the money if you have already watched or downloaded it.
  • If you purchased a digital download you can stream it on any device you want. However downloading is only possible from your computer or laptop, we don't offer a download options for smartphones or tablets.
  • All our movies are compatible with your computers and all common browser, as well as media players like the VLC Player or Quicktime Player. However we can't guarantee a compatibility with Smart TVs.

DVDs & Physical Products

  • You might have realized already, that we sell mostly digital downloads. However you can find XConfessions Volume 1 to 10 in our store as DVDs. Simply click on "Erika's Films" and choose "DVDs".
  • As you can see we made an extra effort to clearly separate DVDs from digital downloads on our webpage to avoid this problem. If you placed a wrong item, that was successfully delivered to you without technical problems, we won't be able to process a refund. Please make sure to double check, when you order next.
  • Yes - if the toy uses batteries or a charger, this will be indicated in it's description and provided in the shipment.

Payment & Refunds

  • We accept payment via all major credit or debit cards and PayPal (through Epoch. See below for more information*).
  • Your purchase will be very discreet and will be recorded on your bank statement as EL STORE.
  • Unfortunately, PayPal has banned all transactions related to adult content since updating it's terms and conditions. 
    However, we currently have the option to pay using PayPal via Epoch (payment processor), as you may have already seen during the payment process. Although technically the transaction is managed by PayPal, your credit card details might be requested even though you have an active PayPal account.

    To make up for the confusion, we'd like to offer you a 10% discount, using the code "FUCKPAYPAL" in the voucher code box. We won't let anything stand in the way of you accessing the vanguard of adult cinema!
  • If you have an Erika Lust Store voucher code, simply add it in the voucher field during check-out and click the OK button.
  • According to the law, we do not return the money if you have already watched or downloaded it.
  • You can return your order within 30 days if there has been an error while processing (e.g. wrong item, size, color), ONLY if the items are defective or if they have been damaged during shipment. (Not if you don't like the product or film or if you changed your mind). 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.

Shipping

  • We use very discreet packaging - plain boxes and envelopes with no mention of the contents inside.
  • Check in the purchase history on your account. It will tell you if your order (digital or physical) is accepted, delivered, preparation in progress...
  • If your package has shipped with UPS or ASM and you would like to receive tracking information, please email store@erikalustfilms.com.
  • Unfortunately, our carriers will not allow us to ship to PO boxes, only residential or business addresses.
  • We ship all over Europe! But not outside of it.
    If you are worried about shipment to your location, please don't hesitate to contact us in advance
  • 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. Just contact our Customer Service store.erikalustfilms.com with all the information.


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