FAQs

Platanomelón is us :). We could say we are an online sex shop, but we are so much more than that. As a brand, we have a purpose: to end prejudices, lack of understanding, and taboos related to sex. We think of sex as a game, a healthy, fun, natural game, like going out for dinner, playing sports, or going to the cinema. Therefore, we express our vision through fun, humorous, inspirational content and products. We believe that’s how sex should be.

Through our social media, advertising campaigns, special projects, and even our packing, we inspire everyone to learn about their bodies and emotions, to try new things, and get to know themselves better. Behind every product we develop or choose to sell, there is a team of experts obsessed with quality and creativity, carefully testing every detail of the design.

We welcome you to be part of the Platanomelón community, a place to democratize sexuality, share good information, enhance your sexual education, and, of course, access to the right advice on how to use our toys.

We want you to have more fun than ever before. Do you dare to play?

Apart from our cute and softie toys, we sell a selection of products that we consider to be complementary, such as lubricants, oils, massage candles, masks, creams, condoms, and more. We ensure you find everything you need to connect with your naughtiest side!

No. The online store allows us to offer a fantastic variety of products at the best price. It also guarantees a maximum discretion experience and a quick and convenient delivery. We believe that online stores are the future.

We know online shopping can be a little colder, so we offer a free chatroom where you can ask your questions or consult about anything you want anonymously. You will receive a warm, personalized service.

We make total neutral and discreet delivery, but if you don't want to receive your product this way, you can also discreetly collect your order from a pick-up point at a time that suits you, which is like having a Platanomelón shop next to your house.

You can send an email to hello@platanomelon.eu, write to us using the online chatroom, or call us.

Of course! Our website and payment providers comply with all industry standards for card payments and e-commerce ( PCI DSS Level 1 certification). Our team takes the security of your personal data and privacy very seriously, and therefore, we offer secure shopping at all legal, commercial, and data processing levels.

Platanomelón will never have access to your bank or card details. We will never store it either. Furthermore, the entire purchasing process is certified with 256-bit SSL encryption (military-grade security).

Please do not hesitate to contact us if you want to know more about security in the purchasing process. We will get back to you within 24 hours.

You don't need to worry. We comply with all these criteria to ensure your privacy. It is in our DNA

• We ship in packages that are 100% discreet.
• We send logo-free boxes inside of the opaque transportation bags
.
• Our courier is commonly used, such as BCN Logística.
• We do not put a delivery note or invoice inside or outside the box.
• When paying by card, a generic reference appears on the statement
.

When paying through PayPal or Amazon Pay, as we are registered as a company, our name, Love Digital Factory S.L., will appear in your personal account. It will only appear there as a reference for you. It will never be shown in your bank statement.

To sum up: No one will know what you bought or where you bought it.

Yes, the corresponding VAT legislation of each country is included in all the prices of the products we offer, as well as in shipping costs.

Yes, although prices appear in euros on the web, once you get to the checkout and specify your country, the price will automatically change in your local currency.*

*Some currencies might be temporarily unavailable. Please, get in touch with us at hello@platanomelon.eu if you have any questions.

No. You can buy the amount and quantity of products you want.

However, some promotional codes may require a minimum purchase order.

We offer standard and express delivery and the option to collect your purchase at a pick-up point. Note that some options might not be available in all destinations.

We deliver using European postal and private services. The delivery services we use are: AtPost, DHL Paket, Hermes UK, DPD AMS, Posti Oy, Taxydromiki, GLS, DHL Parcel, CTT Expresso, Zeleris, Poste Italine, SDA, AnPost, DPD, GLS.

The estimated delivery time is 1 to 9 days, depending on the country and you can see the costs below: (for purchases under 60€)

We offer free shipping for orders above 60 €.

Deliveries to the areas listed below may take longer:

Please note that delivery times start when your order leaves our warehouse. The processing time is 24 - 48 working hours. Delivery can be affected due to holidays, summer, and Christmas or reasons outside the company's control. The delivery times indicated are in no way a guarantee of delivery.

Remember that although we send packages all over Europe, orders are always charged in Euros (€). Your bank or payment gateway will decide the exchange rate for conversion into other currencies.

Finally, consider that shipments outside the European Union may incur additional import, customs, or duty charges. Platanomelón will not assume any costs for these expenses, in whole or part. In the event of an inspection by customs, if you disagree with the added costs and decide to refuse the order, Platanomelón will deduct all return costs from the amount (outgoing costs, return fees, and handling or administrative costs incurred).

All orders have a tracking code. You will receive it in your order dispatch email.

If you have any doubts or questions regarding your order, please don’t hesitate to contact us. We will get back to you within 24 hours.

Once you have finalised your order, you will receive an email with a number and a link which you can use to track the order.

If you have any doubts or questions regarding your order, please don’t hesitate to contact us. We will do everything possible to get back to you within 24 hours.

If the product you are interested in is out of stock, we invite you to enter your email address to get a notification when it is available again.

If a product on our website is not marked ‘Unavailable’ or ‘Out of Stock’, we have it. However, sometimes, when we run out of stock, this is not reflected on the website immediately, and you won't know. If this is the case, we will contact you as soon as possible. You will be able to cancel the order and get your money back or wait until the product is back in our store. We will inform you of the estimated time so you can choose.

Sure. Collecting the order in pick-up places is available in the following countries: France, Spain, Luxembourg, Belgium, Netherlands, Germany and Austria.*

If you choose this option, you will be able to pick up your order discreetly at any Mondial Relay Points.

*This shipping method may be temporarily unavailable.

For orders shipped in Europe, you can pay using a VISA, MasterCard, or American Express credit or debit card, Paypal, Amazon Pay, or Apple Pay*.

*Some of the options may be temporarily unavailable.

Furthermore, when you pay with your credit or debit card, a generic reference to your online purchase will appear on your bank statement so that it cannot be linked to our website, thus guaranteeing your privacy.

We also offer you the option to finance and pay your order in 3 installments, without adding interest. Klarna, one of the leading companies for online split payments, provides the ´buy now, pay later´ option at checkout. You can find more information about Klarna's conditions in this link .

- If you have a discount code, you can enter it on the same page used to enter your personal information after having completed your basket.

- If you are visiting us from a computer, the discount field will be visible at all times on the right-hand side, above the subtotal.

- If you visit us from a phone or tablet, you will find the discount field at the last step (step 4, payment method) and at any time in your order summary above the subtotal.

Remember: to apply a discount, you must enter the code and press the button 'Use in order' for it to be applied correctly.

Below you can see where to enter the discount code:

If your discount code is not working, these could be the reasons:

– The code is wrong written or does not exist. Check spacing, character errors, and spelling mistakes. Note that there is no difference between lower- and upper-case letters.

– The code is expired or out of date.

– The code has already been used. Codes can only be used once per client.

– The code may not apply to a specific product. Products on promotion, sale, or already discounted may not be eligible for a further discount.

Please contact us if you have any questions. We will get to you within 24 hours.

You will. Each product we sell has its manual so that you can get the most out of it. You can also check our blog and social media. You will find many valuable tips about our designs, lubes (highly recommended when you play with toys), and a lot of information to get to know yourself better through pleasure and fun.

Of course, you can always contact us if you have further questions. We will reach you within 24 hours.

All products manufactured by Platanomelón have a 3-year warranty. Other products in our store may have a 1- to 2-year warranty. Full coverage details can be found within your product's packaging.

If you have any doubts about a product's warranty, please contact us, and we will provide you with information within 24 hours.

First, read the instructions on the product website or the documents included in the packaging, as each product may work differently.

In the case of battery-operated products, try new, non-rechargeable batteries. Batteries provided by the manufacturer may not work correctly. Always respect the polarity indicated.

In the case of battery-powered products, test the charger at more than one socket.

Do not force the product. Any attempt to open or take the pleasure object apart (or its accessories) will render the warranty invalid.

Non-reusable products, such as some types of penis masturbators, condoms, latex barriers, and other similar products, may only be covered under warranty if the product is in poor condition or damaged before its single use.

Get in touch with us. We will send you a Prepaid Return Shipping Label. You can go to your nearest post office to drop off the product. Once we have received and analyzed it, we probably will:

- Replace it with the same product. This option is not always available, though. It depends on the type of product purchased, the delivery address and the purchasing channel used. Ultimately, Platanomelón reserves the right to choose the form of compensation.

- Refund your money. If your product can not be replaced (usually due to a lack of store), we will refund your money through the same payment method.

- Create a gift card for future purchases.

- Generate a discount code for future purchases.

Get in touch with us for more information. We will get back to you within 24 hours.

You can but only if the product is not opened or unsealed. In this case, you have 365 days to return it.

If you have any questions, please contact us at hello@platanomelon.eu. We will do everything possible to get back to you within 24 hours.

Yes, we use cookies. They are necessary for efficient page functioning and a better user experience but we never use advertising cookies. Our cookies are used, for example, to remember your username and password for accounts or to show you which products you have recently looked at.

If you wish to delete cookies from your browser, please follow this link.

For more information about cookies, please contact us . We will get back to you within 24 hours.

If you receive an incomplete order, please contact us within 15 days of receipt and send us a photograph or video of the package to hello@platanomelon.eu. We will check if there has been any human mistake.

Please notice that we will not accept claims after 15 days.