FAQ
Shipping & Packaging
Q: Will my order be shipped discreetly?
Yes. All Etsumu orders are sent in plain, unbranded packaging with no product names or identifiable details. Your privacy is always our priority.
Q: Where do you ship from?
Orders are processed and shipped from New Zealand.
Q: How long does delivery take?
Delivery generally takes 1–2 business days for standard New Zealand shipping and 3–4 days for rural addresses, excluding weekends and public holidays. Delivery times are estimates only and may vary due to courier or customs delays.
Q: Do you ship internationally?
International shipping is available by request. All customs duties or import taxes are the responsibility of the recipient. Shipping fees and delivery times are confirmed before order acceptance.
Returns & Consumer Guarantees
Q: Can I return a product?
For hygiene and safety reasons, Etsumu cannot accept returns or exchanges for change of mind, dissatisfaction, or once packaging has been opened. All sales are final.
Q: What if my product arrives damaged or faulty?
If your item is damaged in transit or not operating correctly, please contact support@etsumu.co.nz within 7 days of delivery. We’ll review the issue and, if appropriate, arrange a repair, replacement, or refund in line with the New Zealand Consumer Guarantees Act (CGA).
To assist assessment, please provide:
- Your order number
- Clear photos of the product and packaging
- A short description of the issue
Etsumu may request the item be returned for inspection before confirming a resolution. Damage from misuse, modification, neglect, or normal wear and tear is not covered.
Product Care & Materials
Q: Are your products body-safe?
Yes. All Etsumu products are made from premium silicone that meets CE and RoHS certification standards for safety, and the silicone material conforms to FDA guidelines.
Q: Are your products waterproof?
Yes. Etsumu products are waterproof and suitable for use in the bath or shower. Do not operate the product while charging or expose the charging port to water.
Q: How should I clean my product?
Use warm water and mild soap or a dedicated toy cleaner. Rinse and dry completely before storing. Avoid boiling water, alcohol-based cleaners, or abrasive materials.
Q: How should I store my product?
Store in a cool, dry place away from direct sunlight. Use the provided pouch or a soft cloth bag if available.
Privacy & Payment
Q: Are my payments secure?
Yes. Payments are processed through Shopify’s encrypted checkout system. Etsumu does not store card details and is not liable for third-party payment processing issues once a transaction is complete.
Q: How do you handle my information?
Only the information required to fulfil your order is collected. All personal data is stored securely and handled with discretion.
Support
Q: How can I contact you?
Please email support@etsumu.co.nz or use the contact form on our website. We aim to reply within 1–2 business days. Enquiries received after hours, on weekends, or public holidays will be answered on the next working day.