customer services

Why shop with us?

At eltocador we are very excited about our toys and we want you to be, too.  That´s why we pride ourselves on being able to bring you a selection of fun things chosen by women and presented in a clear and friendly way.  We aim to give you excellent customer service (which basically means we listen to what you have to say!) and our toys are all made by quality manufactures and come with the guarantees that you would expect.

Here´s just a few reasons why you have said that you like eltocador: 
• No hidden costs - the price you pay is the price you see. 
• We send all parcels by certified mail or courier (MRW) to ensure speedy deliveries.
• We send everything in plain packaging with no markings for absolute discretion.
• We provide free batteries if your toys need them.
• We offer a wide choice of payment options including an easy and secure online payment.
• Our hassle-free returns policy means we will do our best to make sure that you are happy with the toys you buy from us.
• We tell it like it is!  We give frank and open information about the things you want to know.
• Our advice is there to tell you all you need to know about our products, what they´re made of, how to care for them and how to choose the toys that are right for you (or your friends!)

customer service - terms and conditions.

1. Privacy

Unlike some other mail order companies, we do not use any of your contact details for any purpose other than to deal directly with your order.  We will never send you junk mail or e-mail and we will NEVER disclose any of your details to any other company for any purpose whatsoever (except the details on the outside of your package which the post office or courier company require in order to deliver your order).  We will contact you only if there is a problem with your order, you have requested to receive an SMS message from the courier company to track your order or if you have subscribed to our newsletter mailing list.

2. Discretion

We understand how important it is to be discreet.  All our toys are sent in plain, white jiffy bags or plain boxes and we use a discreet return postal address so the postman will never know!  If you pay via paypal, your statement will show a transaction to "ZANA" so your bank will never know!  We can also arrange to have your toys sent to an alternative address, a post office box, lista de correos (where they are left at the post office for you to collect) or alternatively you can collect your toys from your nearest MRW office.

Are we discreet?
We believe in absolute discretion.  Our parcels are sent in plain bags or boxes with a discreet return address only.

3. postage and delivery policy

Postage Type

We send all our packages by certified mail or courier.  If you are too excited and can´t wait we can send your toys fast:  choose one of the options available when you pay for your toys.  All orders are sent the day after we receive your order and payment (except Saturdays and Sundays).  We calculate the cost of delivery based on the weight of your order, therefore you pay the cost price (we don´t charge anything on top).  Delivery is free for all orders over 70€ (Spanish Peninsular area ONLY).

Delivery Times

Paquete Azul:
Península, Baleares, Ceuta y Melilla - 3 - 5 days; Canary Islands 8 days.

Certified Post:
Normally arrive within 4 - 5 days.

Postal Express:
Peninsula/Ceuta/Melilla - 1-2 days; Baleric Islands 2 -3 days; Canary Islands 3-4 days.

Service 24 hours:
MRW guarantee delivery before 7pm the following day in Spain Peninsular and Andorra.

Saturday Collection (MRW):
You can collect your parcel from your local MRW office Saturday morning before 12.00pm.

MRW Same Day:
Now we can offer a same day delivery.  To enjoy this service, please note that we have to receive your order and payment BEFORE 9am in the morning.  MRW will guarantee delivery the same day before 7pm.  This service is only available in limited areas.  If you are eligible for this service, then the option will be available to you when you place your order.

MRW Collection Service.

If you don´t want to receive your parcel at home or at the office, MRW offer a service where you can now collect your parcel from their offices the next day.  If you choose this service, MRW will send you a SMS (if you provide us with a valid mobile number) telling you when your parcel is ready for collection.   To confirm where your local MRW office, please go to www.mrw.es and search for your postcode.

MRW Urgente 10 hours:
MRW guarantee delivery of your parcel before 10am the next day in a city or 15kms from a city - all other destinations will arrive before 7pm.

Timetable MRW
If you order BEFORE 1.30pm on a working day (monday to friday) your order will be shipped the same day.

Timetable MRW Same Day Delivery
If your order BEFORE 9am on a working day (monday to friday) your order will be RECEIVED on the same day.

Possible Delays
eltocador cannot be held responsible for delays caused by incorrect addresses.  Please ensure that the correct details are used when placing your order.  If you have made any error, please email sasha immediately with the correct details and your order number.  If you package has not arrived during the times shown above, in the first instance, please contact the courier or post office directly by the following methods.  Please ensure that you have your tracking number to hand.

Correos:

Sometimes the postman does not leave a note and your parcel may be at the post office awaiting collection.  Please visit your local post office and ask them to investigate the order through the reference number that was sent to you by email.  Alternatively, you can check online at www.correos.es and type in the reference number for further information.

MRW:
Check online at http://www.mrw.es/index.asp#seguimiento and type in your reference number for further information.  Alternatively you can contact MRW on 902 300 400.

International Orders:
Unfortunately at this time we are unable to track orders sent internationally by post.

Lista de Correos (Collection from the post office)

 If you don´t want to receive your parcel at home or work, we can send them "lista de correos" - this basically means that your parcel will be left at the post office awaiting collection.  Please note that you will not receive any notification - we advise that in 3 or 4 days you go to the post office with the reference number to collect your parcel.

Please email  This e-mail address is being protected from spambots. You need JavaScript enabled to view it for more information on "lista de correos" and she will tell you what you need and how to process your order.

Re-sending returned parcels
If the post office return your parcel uncollected, we will contact you to arrange re-delivery. Depending on the circumstances you may be asked to pay the postage again for this service.

4. Orders and payment terms.

Placing an order
When you place an order through our website you can pay by credit card, paypal account (both paid via paypal), bank transfer or cash on delivery.  If you wish to place an order via email, we will prepare the order on your behalf and if you wish to pay by credit card or paypal account, then you can simply access your order online and make the payment.

Please ensure that you provide us with your full name, address and email address to ensure that your order can be dispatched without delay.

Payment Methods
The name that appears on all payments made through paypal is "ZANA".

• credit/debit card
We accept Visa and Mastercard payments. click here to find out more about paypal´s security system for handling online transactions

• cash on delivery

 We can send your toys cash on delivery if you live in the islands or mainland Spain (Ceuta and Melilla included).  There is a fee of 2,95€ (post office) or 2,00€ (MRW) on all cash on delivery orders which is necessary to cover the fees that we are charged from the post office or courier company.  The maximum order allowed for cash on delivery is 200€.

• transferencia bancaria
To pay via bank transfer, choose this payment option online and follow the instructions.  Your email confirmation will include all the details required to make a bank transfer.  Please note that transfers normally take 2 to 3 days to arrive in our account.  As soon as we receive your payment we will prepare your order (all parcels will be dispatched the following working day after your payment has been received).

5.  Product Out of Stock
If a product is out of stock, Sasha will send you an email as soon as possible to check if you would prefer to wait or choose an alternative product.  Our aim is to get you your toys as soon as possible.

6. Product warranty and returns conditions.

The manufactures offer a 30 day warranty on all products.  If you toy breaks during this period please email  This e-mail address is being protected from spambots. You need JavaScript enabled to view it  who will deal with everything for your.   Please note that pre-authorisation is required, so please do not return any toys to us before contacting sasha who will explain everything to you.   Our address for returns is APD 169, Los Alcázares, Murcia, España.

We want you to be happy with your toys, so if the toy chosen is not appropriate you can return it within 14 days for an alternative product or a credit.  Returned or exchanged products must be unused and in their original packaging.  Products that are not wrapped in plastic vaccum can not be exchanged for reasons of hygiene.  Lingerie products cannot be exchanged.  We reserve the right to refuse a return if we doubt the conditions under which the product has been returned or if we feel that the product has been used or damaged.

Postage costs will only be refunded for damaged or defective toys.

Please ensure that all returns are sent by certified post.  We cannot be held responsible for returns that get lost in the post!

If an item is returned as unwanted (i.e. not damaged) then we will offer a cupon against your next order or a replacement toy (to the same value).  In this case, we unfortunately cannot offer a refund.

7. copyright

All text and images are owned by eltocador.com  Unauthorized use is strictly prohibited and may result in prosecution.   Bear in mind that our lawyer is a bitch!!

8. disclaimer

age
This is an adult only website which may offend certain people.  By entering this website you declare that you are of adult age (18 and over only).  All models used in this website for image purposes are of adult age (18 and over).

medical warning
All of our toys are for adult recreational use only and eltocador.com are not responsible for any injury or damaged caused by the mis-use of any of our products.

9. secure online store

We accept visa and mastercard using paypal which is a secure online system which protects against fraud. (Visit www.paypal.es to find out more about paypal´s safe, secure, online system).