FAQ

Find answers about discreet delivery, product care, returns and customer support.

Shipping & Discretion

Will my order be packaged discreetly?

Yes. Every ETSUMU order is sent in plain, unbranded outer packaging, with no product names or indication of the contents.

Where are orders dispatched from?

All orders are packed and dispatched from New Zealand.

When will my order arrive?

Orders are generally dispatched within 1–2 business days. Once dispatched, NZ Post targets overnight delivery nationwide.

Weekends and public holidays are excluded, and unexpected courier delays may occur.

Do you ship internationally?

International shipping may be available by request. Please contact support@etsumu.co.nz before ordering so we can confirm availability, shipping costs and the estimated delivery time.

Any applicable customs duties or import taxes are the recipient’s responsibility.

Returns & Faults

Can I return a product if I change my mind?

Due to the personal and intimate nature of our products, we do not accept returns or exchanges if you simply change your mind.

This policy does not limit your rights under the New Zealand Consumer Guarantees Act if a product is faulty or otherwise fails to meet a consumer guarantee.

What if my product arrives damaged or develops a fault?

Please contact support@etsumu.co.nz as soon as possible. We will assess the issue and provide an appropriate remedy in accordance with the New Zealand Consumer Guarantees Act.

To help us assess the issue, please include:

• Your order number

• A brief description of the problem

• Clear photos or a short video, where helpful

If the product needs to be returned for assessment, we will provide further instructions.

Materials & Product Care

What are ETSUMU products made from?

Aura and Nami feature smooth, premium silicone surfaces selected for their refined feel, durability and easy care.

Please refer to the individual product page for detailed specifications.

Are ETSUMU products waterproof?

Water protection differs between products:

• Aura is rated IPX7 and is suitable for bath or shower use.

• Nami is water-resistant to IPX6 and is suitable for shower use. Do not submerge Nami.

Never use either product while charging. Make sure the product and charging points are completely dry before connecting the charger.

How should I clean my product?

Clean the silicone surface before and after use with warm water and mild, unscented soap or a suitable toy cleaner.

Rinse carefully and dry completely before charging or storing. Do not use boiling water, alcohol-based cleaners or abrasive materials. Nami should not be submerged during cleaning.

How should I store my product?

Store your product in a cool, dry place away from direct sunlight. Use the provided pouch or a clean, soft storage bag.

Payment & Privacy

Are payments secure?

Yes. Payments are processed through a secure, encrypted checkout. ETSUMU does not receive or store your complete card details.

How is my personal information used?

We use your information to process your order, arrange delivery and provide customer support. Marketing emails are sent only when you choose to receive them.

Please see our Privacy Policy for full details.

Customer Support

How can I contact ETSUMU?

Email support@etsumu.co.nz or use the contact form on our website.

We aim to respond within 1–2 business days. Enquiries received on weekends or public holidays will be answered on the next business day.