Frequently Asked Questions
Your questions, answered.
General Shopping
Is my order really discreet?
100%. Your order arrives in plain, unmarked packaging with no mention of The Play Den or what's inside. The courier label just shows our business address—nothing suggestive. Your secret stays your secret.
How do I know if a product is right for me?
Check out the product descriptions—we include details on size, material, power source, and best use. Still unsure? Drop us an email at hello@playden.co.za or call 015 001 0845. We're here to help you find the perfect match, judgment-free. While we will do our best to recommend the best fit, the final choice remains yours.
Are your products body-safe?
Absolutely. We stock products from trusted brands like Lushka Intimates, Pretty Love, Lubrimaxx, Kalahari-Horing, and Intimate Touch—all made with body-safe materials like medical-grade silicone, ABS plastic, and stainless steel. Your safety is non-negotiable.
Do I need to create an account to shop?
Nope! You can check out as a guest. But creating an account makes it easier to track your orders, save your favorites, and speed through checkout next time. Or even make a wishlist to send to Bae on your birthday!
What if I see a product I like but it's sold out?
Email us at hello@playden.co.za and let us know what you're after. We'll notify you when it's back in stock or suggest a similar alternative.
Delivery & Shipping
Where do you deliver?
We deliver nationwide across South Africa. Whether you're in Johannesburg, Cape Town, Durban, or even Musina, we've got you covered.
How long does delivery take?
Most orders are dispatched within 24 hours on weekdays. Delivery usually takes 2-5 business days, depending on your location. Orders placed before 2pm often arrive the next business day in major metros.
How much does shipping cost?
We offer FREE delivery on orders over R849. For orders under R849, standard shipping rates apply (calculated at checkout).
Can I track my order?
Yes! Once your order ships, you'll receive a tracking number via email. Use it to keep tabs on your delivery every step of the way.
What if I'm not home when my order arrives?
The courier will leave a collection notice. You can pick up your parcel from the nearest depot or arrange a re-delivery. Your package stays discreet throughout.
Can I have my order delivered to a Pudo locker or collection point?
Yes! Select your preferred Pudo locker or collection point at checkout. Perfect if you want extra discretion or don't want it delivered to your home/office.
Payment
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard), EFT, and instant EFT via secure payment gateways. We use Yoco AND Paystack for safe, encrypted transactions that fit whatever payment method you prefer.
Is my payment information secure?
100%. We use SSL encryption and PCI-compliant payment gateways. We never see or store your card details—everything goes through secure, third-party processors.
Will my bank statement show what I bought?
Nope. Your bank statement will only show 'The Playden' or a generic merchant code. No you won't see XXL Vibrator on your bank statement, we promise.
What if I want to use Payflex or Payjustnow?
Our interns are hard at work making sure that this option becomes available soon. How soon? We estimate about May 2026.
Returns & Refunds
Can I return a product if I change my mind?
For hygiene reasons, we can't accept returns on intimate products once the packaging has been opened or tampered with. However, if the item arrives damaged, defective, or incorrect, we'll happily replace or refund it.
What if my product is faulty or damaged?
Contact us within 7 days of receiving your order at hello@playden.co.za with photos and a description of the issue. We'll arrange a replacement or full refund. No hassle, no fuss.
How long do refunds take?
Once we receive and inspect your return, refunds are processed within 5-7 business days back to your original payment method, or where required, a store credit equivalent to the initial payment.
Do I have to pay for return shipping?
If the product is faulty or incorrect, we'll cover return shipping. If you're returning an unopened item for any other reason, you'll be responsible for return shipping costs.
Product Questions
Do your toys come with batteries?
Some do, some don't. It depends on the manufacturer. Check the product description or email us if you're unsure. Most rechargeable toys come with a USB charging cable.
Are your toys waterproof?
It varies by product. Look for 'waterproof' or 'splash-proof' in the product description. Waterproof toys can be fully submerged; splash-proof ones can handle light cleaning, or splashes, but not full submersion.
How do I clean and care for my toys?
Use a dedicated toy cleaner or mild soap and warm water. Dry thoroughly before storing. Check out our Toy Care collection for cleaners and storage options. Never share toys without cleaning them first or using a condom.
What lube should I use with my toy?
Use water-based lube with silicone toys (silicone lube can damage silicone toys). For glass or metal toys, you can use either. Check the product description or our Lubricants collection for recommendations.
Do you offer warranties on products?
Many products come with a manufacturer's warranty (usually 6-12 months). Check the product page or contact us for warranty details on specific items.
Refer-and-Earn Program
How does the Refer-and-Earn program work?
Share your unique referral link/code with friends. When they make their first purchase using your link, you earn cash. It's that simple. Visit our Refer and Earn page at theplayden.co.za to get started.
How much do I earn per referral?
You earn a percentage of each referred customer's first order. The exact commission rate is displayed on your referral dashboard. The more you refer, the more you earn.
When and how do I get paid?
Commissions are paid monthly via EFT to your South African bank account. Minimum payout is R100. You'll receive payment within 7 business days after the end of each month.
Can I track my referrals?
Yes! Your referral dashboard shows clicks, conversions, and earnings in real-time. You can see exactly who signed up and when they made their purchase.
Is there a limit to how many people I can refer?
Nope! Refer as many people as you like. There's no cap on your earnings.
Can I share my referral link on social media?
Absolutely. Share it anywhere: Instagram, WhatsApp, TikTok, Facebook, email, carrier pigeon (kidding). Just keep it tasteful and within each platform's community guidelines.
For Suppliers
How can I get my products stocked at The Playden?
We're always on the lookout for quality, body-safe products from trusted brands. Email us at hello@playden.co.za with your product catalogue, wholesale pricing, and brand info. We'll review and get back to you within 5-7 business days.
What types of products are you looking for?
We prioritize body-safe, high-quality products like vibrators, dildos, anal toys, BDSM gear, lubes, condoms, and sexual wellness essentials. Products must meet safety standards and come from reputable manufacturers.
Do you work with international suppliers?
Yes! We work with both local and international brands. Just note that international suppliers need to handle customs, duties, and shipping to South Africa. As a heads up, we scarcely import internationally as we prefer to keep wait times for customers low. Suppliers with local distribution centres/MOQs under 100 units will be preferred.
What are your payment terms for suppliers?
Payment terms are negotiated individually and typically range from net 30 to net 60 days, depending on order size and partnership structure. We're flexible and open to discussing what works best for both parties.
Do you require exclusivity?
No, we don't require exclusivity. You're free to work with other retailers. We just ask for competitive wholesale pricing and reliable stock availability.
How quickly can we get started?
Once we approve your products and agree on terms, we can typically get your items listed and live on the site within 2-4 weeks.
Privacy & Security
How do you protect my personal information?
We use SSL encryption, secure payment gateways, and strict data protection policies. We never sell or share your personal information with third parties. Your data stays private, always.
Do you keep my browsing or purchase history?
We store your order history for your convenience (so you can re-order favorites or track deliveries). But we'll never share what you bought with anyone. Your purchases are your business.
Can I delete my account and data?
Yes. Email us at hello@playden.co.za and we'll permanently delete your account and personal data within 7 business days. You'll receive confirmation once it's done.
Contact & Support
How can I get in touch with customer support?
Email us at hello@playden.co.za or call 015 001 0845. We're here Monday-Friday, 9am-5pm SAST. We typically respond to emails within 24 hours.
What if I have a question that's not answered here?
Just ask! Email us or give us a call. We're here to help, and no question is too awkward or too simple. Seriously.
Still have questions? We're here for you.
📧 hello@playden.co.za | 📞 015 001 0845 | 🌐 theplayden.co.za