Shipping Policy
The Utopia Website will clearly indicate the current shipping charges in force at the particular time. These remain subject to updating without notice at any time at any frequency. Free shipping will be applied to orders meeting the criteria shown and in force on the website. This criteria is subject to revision at any time and frequency and may be withdrawn at any time in full. Utopia reserves the right not to ship any order which may incur what it considers to be excessive shipping costs. In this case, the customer will be contacted and either a full credit issued or additional payment agreed and levied to the customer. Customers who apply incorrect shipping charges will be contacted and additional payment/credit agreed. Utopia reserves the right not to ship any order which has the incorrect shipping charges allocated to it, be this in error, deliberately or through any other means. Orders placed for delivery outside of the UK weighing in excess of 2KG may incur additional shipping costs. At Utopia's complete discretion, we may require additional shipping costs to be paid by the customer prior to shipping such orders. In these cases, the customer will be contacted and either a full credit given or agreement reached with the customer to pay extra shipping costs.
Return postage or shipping costs are not covered or refunded to customers as part of our terms and conditions. It remains the responsibility of the customer to ensure any items agreed for return to Utopia arrive at our premises complete and in good condition. Shipments or items lost or damaged by carriers/shippers whilst being returned to Utopia remain the responsibility of the customer. Customers are advised to ship any returned items via a trackable method using a “signed for” service. Please read our Returned Goods policy before returning any items to us.
Returns Policy
If for any reason you are not happy with your purchase, we are happy to refund or exchange it subject to conditions stated below.
Before returning any item(s), firstly please contact us by email (utopiasexshops@gmail.com) stating the order reference number, name on the order, delivery postcode and reasons for return. Upon receipt of this email, we will, normally within 2 working days, reply with details of how to return the item(s) to us. Please do not send back unapproved returns as they may be rejected.
Any items for return as “unwanted/not required/ordered in error/not as expected/unsuitable etc.,” must be UNUSED, UNOPENED, SEALED as they were sent and in ORIGINAL UNDAMAGED PACKAGING. Any “seal” labels must not have been removed or tampered with. We are unable to accept back any product(s) not in this condition. Provided we are notified within 14 days after receipt of delivery we will happily refund or exchange an item. Notifications received after 14 days but within 30 days may be exchanged for a replacement or alternative of equivalent price. All carriage costs for these transactions are at the customer’s expense. Please note that Lubricants, creams, liquids, gels, eyelashes and intimate underwear
cannot be returned. Lingerie may be tried on for size, but a protective layer must be worn to avoid any contact with intimate body parts and the item must not be damaged, stretched or soiled in the process.
Customers are responsible for any return shipments to us until they arrive at our warehouse. All returns must include all parts of the product including any batteries and all original product packaging. If we suspect that any of the above conditions have not been met, we reserve the right to return the items to you.
Returns Address:
Utopia Adult Products
Unit 2 Savile Road Precinct
Savile Road
Castleford
West Yorks
WF10 1PE
Your statutory right remain unaffected.