Frequently asked questions
Shipping & Privacy
What's the packaging like? Is what's inside noticeable?
100% discreet. We ship all orders in completely neutral boxes, without logos, images or words that reveal the content or the store's name. No one will know what's inside.
What name will appear on the package label and on my bank statement?
Maintaining your privacy is our priority. The word "Candela" and intimate references will not appear on the shipping label or on your credit card or bank statement; only a generic business name will be used.
How long will my order take to arrive?
Share information about your brand with your customers. Describe a product, make announcements, or welcome customers to your store. Standard deliveries usually take between 24 and 48 business hours within the peninsula. You will receive a tracking number to track your package at all times.
Payments and Purchases
What payment methods do you accept?
We accept credit/debit cards (Visa, Mastercard, AMEX), PayPal, Bizum, and Apple/Google Pay. All transactions are protected by high-security SSL encryption.
Can I change or cancel my order once it's placed?
If your order has not yet left our warehouse, we can modify or cancel it without a problem. Contact our customer service team as soon as possible for assistance.
Product Use and Care
What type of lubricant should I use with silicone products?
We recommend always using water-based lubricants. Avoid silicone or oil-based lubricants, as they can damage the material and alter the product's smooth texture.
How should I clean and store my product?
Wash it before and after each use with warm water and a mild soap or a toy-specific cleaner. Let it air dry and store it in its cloth bag, away from direct sunlight and excessive heat.
Are they waterproof?
Most of our designs are water-resistant (submersible or splash-proof), which makes them easy to clean and ideal for use in the shower. Please refer to the specifications of each product on its respective page.
Returns and Customer Service
What is your return policy?
For hygiene and public health reasons, we cannot accept returns or exchanges of products whose protective seals or original packaging have been opened. If the product is sealed and unused, you have 14 days to return it.
What do I do if my product arrives defective or doesn't work?
All our products come with a quality guarantee. If you receive a defective product, please write to our customer service with your order number and a short video showing the problem. We will process a replacement for you quickly and confidentially.
How can I contact customer support?
You can write to us via our contact form or send us an email at candelapleausre@gmail.com. We will respond to you with complete confidentiality within 24 business hours.