Orders & Payment

What payment options do you offer?

We offer payment via most major credit and debit cards such as Visa, vPay, MasterCard, Maestro, American Express, Diners & more. Just as you can pay with PayPal, Payoneer, and various Crypto. Potential refunds are always made to the original source of purchase.

I’m missing an item from my order, what do I do?

First of all, don’t  worry! Email us at support@painfultouch.com

What do I do if I receive a faulty item in my order?

Make photo of what you got and send us to support@painfultouch.com. We have a few variations, to resolve this issue.

Can i make a custom order?

 Yes, or rather it depends. Most of our products such a whips, paddles, harnesses, candles and more are produced at our own premises in Kherson Ukraine. We are more than happy to produce custom orders, if within a product line of our own production. Please contact us at support@painfultouch.com with your questions and wishes. Certain products not produced in-house such as metal item, we are not able to customize.

Is there a minimum order value?

No! That said, keep in mind that we operate with a flat global €15 shipping rate, so if you are after a cheap single product. Then you might be better off buying it locally.


Can I track the delivery of my order?

You can check your order status and tracking on this page Order Tracking

Are taxes and import fees included?

Taxes and import fees are included in all countries, where it is possible for the sender to pay these in advance. So say that you live in the EU and worry about receiving a package from Ukraine, because of VAT, custom handling fees and other taxes. Then no worry, everything has already been taken care of. In the case that you receive a package from us and are being charged import VAT or other import fees, then please keep the receipt and we will cover it, in the case that the mistake was ours and it would have been possible for us to prepay the VAT and potential other import fees. This is an area of rapid change, but we do our best to keep up with the various regulations around the world.

Where do you deliver?

We deliver to any country in the world, with very few limitations such as import embargos. That said, we ship out of Ukraine and Denmark (Europe), so in the case you need a product urgently you may be better off buying from a local supplier.

Where can I find information about your shipping and delivery terms?

All information on the page Shipping

Returns & Refunds

All information on the page Returns & Refunds

Can I return an order?

Yes, but please read our returns and refunds page before ordering. In short, we are very flexible on returns, however, since we are a global specialized shop, we simply can’t cover expensive return shipping fees. The cost of returning the product to our Danish or Ukrainian warehouse is on you as the buyer. You can return any product to any of our two warehouses by post or personally.