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

Ordering From Us

  • 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, 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!

Payment & Shipping

  • We accept payment via all major credit or debit cards, PayPal (through Epoch. See below for more information*) or Bank Wire.
  • 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.
    And please note that this payment method is not available in Germany. Entschuldigung!
    On top of that, if you do not wish to pay by credit card, you still have the option of sending us a bank wire transfer. You can select this method at the check out point.

    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!
  • Yes! We offer gift cards in the amount of 50, 100, 150, 200 and 500 euros. 
    To use the voucher, follow the instructions below.
  • If you have an Erika Lust Store gift card, promo code or refund, simply add it in the box during check-out.
  • 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.

Returns & Refunds

  • 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 been shipped) and contact us ASAP after completing your purchase. Pease bear in mind that during the week we process orders in approximately 24 hours!
  • 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 change 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.
  • According to the law, we do not return the money if you have already watched or downloaded it.
  • It's very clear in the title, and the navigation of the site, what is a download and what is a DVD. So it's not our fault, sorry! Make sure you check next time.
  • 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

  • Yes, of course! You can add several digital downloads to your cart 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 'order history'. Your download link can then be found in the details of your order.
  • 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.
  • 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. Our service hours are only between 9am and 5pm, Monday to Friday.
  • 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://bit.ly/2w9VRyJ
  • Yes - if the toy uses batteries or a charger, this will be indicated in it's description and provided in the shipment.
  • 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.

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