questions regarding
Ordering
How do I order?
Product page
On some items you have the option to select the color or variant you want before you can add the product to your cart. If you want to make sure you have found the right product, you can read product reviews from other customers under "Reviews". You'll find details about dimensions, materials and other relevant information on the product page. If you have any questions, you are very welcome to contact us directly in the chat on the website, where you will be met with personal guidance during our opening hours.
It is possible to visit our physical stores and see and feel the products before you buy. Here it is also possible to get advice and guidance from our competent staff.
Peech Copenhagen
Guldbergsgade 25, kld. tv.
2200 Copenhagen N
Peech Aarhus
Badstuegade 16
8000 Aarhus C
Your cart
You will find your shopping cart in the top right corner. Here you can add special instructions to your order, for example if you buy a gift and want it to be wrapped.
Checkout
Before you can proceed with your payment, you must read and accept our terms of use. Here you need to select your preferred delivery and payment method and add your personal details so we can send your package easily and quickly. Check that all the information is correct before you complete your purchase.
We will send an order confirmation by email within an hour after you have completed your purchase. This is your receipt. Remember to check your spam filter.
What is the order process?
Once your order is complete, we will start preparing your items and packing your order as soon as possible. If you place your order on a weekday or Saturday before 4 pm, you can expect your package to be shipped the same day. Once your order has been shipped, we will send you an email containing a tracking link to the package. Here you can follow your package throughout the delivery process.
How do I find the right product?
If you are looking for a specific product or information that is not on our website, you can contact our customer service at hej@peech.dk.
If you're not quite sure which product to choose, you can take our quiz here.
You can also browse through our journal for product inspiration.
Remember that we are always ready to provide advice and guidance in our physical stores. You can also call our customer phone on +45 27 15 10 69 Tuesday-Saturday 12-19 or contact us in the chat here on the website.
Peech Copenhagen
Guldbergsgade 25, kld. tv.
2200 Copenhagen N
Peech Aarhus
Badstuegade 16
8000 Aarhus C
A good tip is that the products that pique your curiosity are generally a good choice.
What do I need to know about my order confirmation?
Once your order has been processed, we always send an order confirmation to the email address you entered in your details. If you have not received the email, it may be due to the following:
- The email has ended up in your spam filter
- You have made a minor typo in the email address. We need to correct this - write an email to our customer service hej@peech.dk. Please include any other information that can help us locate your order - phone number, full name, address. Then we will change the email and send the order confirmation.
- You have multiple email addresses and your autofill feature selected the wrong one when you made your purchase.
Still haven't received your order confirmation? Maybe your order didn't go through correctly. Check if there is a payment reservation in your bank and if so, contact our customer service at hej@peech.dk. We can check if the order went through correctly. If you write to us, remember to include your phone number, full name and address so we can find and confirm your order.
How do I use my gift card or discount code when ordering?
The name of the discount code or gift card is entered on the same page where you add your personal details. You will find the field to the right under the products in your cart.
Please note that it is only possible to use one discount code per order. If you enter multiple discount codes, the last code entered will be used. If the discount code is invalid, it may be because it has expired, a minimum amount or minimum number of items is required, or it has already been used.
It is not possible for us to add a discount code after you have placed your order. Therefore, make sure to check that you have inserted the code before completing your payment.
Offers for a free gift are only valid in connection with an order. There may be specific requirements for minimum order value or specific products. If products in the free gift order are returned and the requirements are no longer met, the free gift or its value must also be returned.
Discount codes cannot generally be combined with other discounts or offers.
If the amount on your gift card exceeds the purchase amount, you can use the remaining amount the next time you shop with us.
Discount codes and gift cards can also be used if you shop in our physical stores.
Please note that our discount codes and gift cards must be used within a limited period of time. The validity period and conditions for discount codes and gift cards will be clearly stated in the material where the discount codes are found. You can always contact our customer service at hej@peech.dkif you have any questions about the terms and conditions or other questions about the discount codes you have received.
What payment methods can I use?
You can always see your options when you reach the checkout, but we have a wide range of payment options, including credit card, VISA and Mastercard. You can also choose a payment app on your phone or pay via one of our partners that offer split payments or allow you to collect all your payments in one place.
When using a payment card, the payment will not be charged to your account until the item is shipped, and for some providers the amount will be reserved until the item is shipped.
When will my payment be deducted?
We often deduct the payment when we create a packing label and finalize your order. Until then, the payment will only appear as a reservation in your bank. When using a payment card, the payment will not be deducted from your account until the item is shipped, and for some providers the amount will be reserved until the item is shipped.
questions regarding
Delivery
Delivery options and prices
We try to have a wide range of different delivery methods for you to choose from. You can choose local pickup in our stores for free, delivery to your nearest parcel shop or directly to your home. We deliver with Bring and Dao throughout Denmark. In the checkout you can see current options for your purchase.
You get free shipping if you order goods for more than 600 DKK.
When will my package be delivered?
In general, you can expect your package to be delivered 2-4 business days after your package is shipped. When we ship your package, you will receive an email with a tracking link where you can follow your package throughout the delivery.
If we experience delays in our warehouse, we will endeavor to notify you as soon as possible. Delays at the shipping company are shown through the tracking link.
How can I track my order?
Once your order is packed in our warehouse, you will receive an email with a tracking link that you can use to follow your package all the way through the delivery process. If you receive the email on a Saturday or a weekday before a public holiday, your package may not be picked up and scanned until the following business day.
If the tracking seems to be delayed, you are more than welcome to contact our customer service at hej@peech.dk and we will investigate the matter further.
My package has been delivered to the wrong parcel shop. What can I do about it?
If your parcel has been delivered to a different parcel shop or parcel box than the one you have selected, this may be because the parcel shop or parcel box is full. The carrier has the right to change the parcel shop or parcel box to ensure that your package is delivered as quickly as possible. This happens occasionally, especially during peak online shopping seasons.
Unfortunately, we are unable to move the parcel to another address once it has been delivered to a parcel shop or parcel box.
Mistakes can of course happen, and if your package has ended up far from where you originally ordered it, you are welcome to contact the shipping company directly or our customer service at hej@peech.dk - and we'll see what we can do.
I chose home delivery, but my package has been delivered to a parcel shop or parcel box. What can I do about it?
If your package has been delivered to a parcel shop or parcel box instead of your address, it may be because your address was difficult to find, the package could not be left in a dry place, or your name was not on the mailbox.
In these cases, the carrier has the right to redirect your package to a parcel shop or parcel box to ensure the package is delivered safely. The carrier will send you either an email or an SMS with information about this. This will also appear in the tracking link you have received by email.
What does my package look like?
While we want to help take the taboo out of buying and owning sex toys, it's still nice that you're allowed to decide for yourself. Not everyone wants others to know what they buy online. When you shop on our webshop and have your order delivered either directly to your home or to a parcel shop, we send your order in an anonymous brown cardboard box with a white shipping label. There is no logo or company name on either the box or the label - it's completely anonymous and discreet.
Can I combine multiple orders?
If you have placed two or more orders within a short period of time to be delivered to the same address, we can usually ship the order together. However, it depends on the total size and weight of the packages. Occasionally we send emails asking the customer if they want multiple orders to be packed together - you are of course welcome to send our customer service a request for the same at hej@peech.dk. Please note that we do not offer shipping refunds even if orders are combined and shipped together.
Can I pick up my package at Peech?
You have the option to choose local pickup in our Copenhagen store when you shop on our webshop.
Peech Copenhagen
Guldbergsgade 25, kld. tv.
2200 Copenhagen N
questions regarding
My order
I have not received an order confirmation
When your purchase is complete, we will always send an order confirmation to the email address you entered. If you have not received an order confirmation, it may be because
- The email has ended up in your spam filter
- You made a minor typo in the email address. We need to correct this - write an email to our customer service hej@peech.dk. Please include any other information that can help us locate your order - phone number, full name, address. Then we will change the email and send the order confirmation.
- You have multiple email addresses and your autofill feature selected the wrong one when you made your purchase.
How do I know if my order is complete?
If you have received an order confirmation by email, you know that the purchase has been completed correctly. If you have not completed your payment, your order will automatically be canceled. If you are unsure whether your purchase has been completed, you are always welcome to contact our customer service at hej@peech.dk.
How do I track my order?
Once your order is packed in our warehouse, you will receive an email with a tracking link that you can use to follow your package throughout the delivery process. If you receive the email on a Saturday or a weekday before a public holiday, your package may not be picked up and scanned by the carrier until the following business day.
Errors in personal or delivery information
If you have made a mistake in your personal information, please contact our customer service hotline +45 27 15 10 69 as soon as possible, which is open Tuesday to Saturday 12-19, excluding public holidays. If it is outside our opening hours, please write an email to our customer service at hej@peech.dk
We cannot guarantee that we will be able to make changes once your order has gone through. Therefore, always double-check your details before completing the purchase. But of course we will always do our best to help.
Have you ordered for local pickup? No problem - in that case, we can easily make changes.
Have you ordered for delivery to a parcel shop, parcel box or directly to your home? If so, it's generally not possible for us to change your personal information - once your order is packed, the order is locked and we can't edit it. We prioritize fast delivery and our packing team is efficient.
Can I cancel my order?
If you need to cancel your order, please contact our customer service hotline +45 27 15 10 69 as soon as possible, which is open Tuesday to Saturday 12-19, excluding public holidays. If it is outside the opening hours, please write an email to our customer service at hej@peech.dkwith "Cancellation" in the subject line.
Have you ordered for local pickup? No problem - in that case, we can cancel your order.
Have you ordered with delivery to a parcel shop, parcel box or directly to your home? If so, it is only possible to cancel your order before it is packed. We prioritize fast delivery and our packing team is efficient. This means that it is rarely possible for us to cancel your order.
I received the wrong product
We're sorry about that! Unfortunately, mistakes can happen, we realize that - and we do our best to correct it as soon as possible. If you have received an incorrect product, please contact us as soon as possible at our customer service hej@peech.dkwhere you provide the following details:
- Your order number. This can be found on the order confirmation you received upon purchase. If you can't find it, you can enter the email address and phone number you used for your order
- A description of the error
- A picture of the total shipment you received
We'll help you from here by email and let you as a customer choose the solution that suits you best.
There is a product missing from my order
We're sorry about that! Unfortunately, mistakes can happen, we realize that - and we do our best to fix it as soon as possible. If you are missing a product, please contact us as soon as possible on our customer service email hej@peech.dkwhere you provide the following details:
- Your order number. This can be found on the order confirmation you received upon purchase. If you can't find it, you can enter the email address and phone number you used for your order.
- A description of which product you need
- A picture of the total shipment you received
We'll help you from here by email and let you as a customer choose the solution that suits you best.
Can I exchange or add items to my order?
If you want to make changes to your order, please contact our customer service hotline +45 27 15 10 69 as soon as possible, which is open Tuesday to Saturday 12-19, excluding public holidays. If it is outside our opening hours, please write an email to our customer service at hej@peech.dk
We cannot guarantee that we will be able to make changes once your order has gone through. Therefore, always double-check your order before completing the purchase. But of course we will always do our best to help.
Have you ordered for local pickup? No problem - in that case, we can easily make changes to your order.
Have you ordered for delivery to a parcel shop, parcel box or directly to your home? If so, it is generally not possible for us to make changes to your order - once your order is packed, it is locked and we cannot edit it. We prioritize fast delivery and our packing team is efficient.
questions regarding
Product care and storage
Expiration of products
Some products, such as lubricants, condoms and other liquid products, may have an expiration date. This will always be stated on the product. Liquid products often have a symbol indicating the recommended lifetime after opening. In some cases, the bottle may also state that the contents should be used within a certain period. We recommend that you do not use expired products as safety and/or expected efficacy may be affected.
How should I store my products?
It is important that you store your products correctly - it extends the life of the products and ensures that they do not damage each other. In general, it is best to store different products separately. Some materials cannot tolerate being in contact with each other because the materials react and degrade. This applies to TPE, TPR, PCV and silicone. Please note that the warranty does not cover if you have stored your products incorrectly.
You should therefore always store your sex toys separately from each other. Some products come with silk or satin bags made specifically for storage, but you can of course also store your sex toys in their original packaging.
It's also important that you store your products in a dry place at room temperature and away from direct sunlight.
If the material or surface of a product has been frayed, damaged or destroyed in any way, stop using the product and dispose of it properly.
How do I best clean and maintain my products?
Cleaning
It's important to talk about hygiene when it comes to sex toys. You should always clean your products with a toy cleaner (special cleaner for sex toys) or mild, fragrance-free soap and warm water, both before and after use. Please note that some products are waterproof, while others are water-repellent. For water-repellent products, we recommend cleaning with a wrung-out, soft microfiber cloth and toy cleaner. The same goes for vegan leather and metal products. Waterproof products can be washed under the tap or in a tub.
Lubricants and sex toys
Before you combine the use of sex toys and lubricants, it's important to find out what material your sex toys are made of. You must never use silicone-based lubricants with silicone sex toys as it can cause a chemical reaction and damage the surface of the sex toy, making it unsafe to use. If you want to be on the safe side, buy a water-based lubricantas it can be used with all materials. You can read more about the different types of lubricants here.
Especially for penis sleeves
Penis sleeves are made of a soft material that can stick over time. To care for your product, treat it with lime powder after cleaning. The powder will give a matte appearance, maintain quality and extend the life of the product.
Products with batteries
It is always a good idea to remove all batteries from your products when you are not using them. If the product feels like it is overheating, turn it off immediately and remove the batteries. Always remember to dispose of batteries properly.
Rechargeable products
Only charge your product with the charger that came with it and unplug it as soon as it is fully charged.
Safe use of products
When you use sex toys, you do so at your own risk. It is important that you always read and save the manual for your products so that you are always aware of how to use, care for and dispose of them correctly.
Neither Peech nor any of our distributors accept any liability for the use of the products. If you make any modifications of any kind (other than those expressly authorized by the manufacturer), you will void the warranty for that product. Be sure to check the materials or ingredients of all products before use to avoid potential allergens. You can always find them on the product page or in the accompanying manual.
Special considerations in product categories
- Penis rings: Penis rings can be used as needed. A penis ring works by tightening around the penis - but it should not hurt. It is important that you remove the penis ring immediately if your penis becomes sore, discolored or you experience discomfort. It's also important that you use a penis ring for a maximum of 30 minutes at a time.
- Butt plugs and anal stimulation: When using sex toys to stimulate yourself (or a partner) anally, it's important that you only use products that are designed for the purpose. This means sex toys that have a stopper to ensure that the product stays where it's supposed to be - and doesn't slip up so you can't get it back in. We also recommend that you always use a water-based lubricant when using sex toys for anal stimulation. You don't produce any natural lubrication in that area - better too much than too little, as the mucous membranes are delicate and friction can lead to tearing and other discomfort. You can find our butt plugs right here.
- Bondage: If you and your partner(s) use rope for bondage, it's important that the rope is not tied too tightly so that the blood flow is inhibited. A good rule of thumb is to be able to get two fingers between the rope and the skin. Also, always have a pair of scissors handy in case you tie up a customer who is difficult to untie. If you're new to bondage, it's a good idea to start with sex tape - a slim PVC tape that only sticks to itself. It's safe to use as it's easy to remove - just grab the end of it.
Disposal of products
When you can no longer use your product, please dispose of it responsibly. If you are unsure how to do this, you can take it to your local recycling center. Our own products are designed to be disposed of in electronic waste.
You are also always welcome to return your products through us. This applies regardless of whether the products were originally purchased from us or not. If you want us to dispose of (or creatively recycle) products, we can make it safe and easy for you - just drop them off at one of our stores:
Peech Copenhagen
Guldbergsgade 25, kld. tv.
2200 Copenhagen N
Peech Aarhus
Badstuegade 16
8000 Aarhus C
Do your products contain phthalates?
At Peech, we make sure that our products are safe for you and your body. Together with our suppliers, we ensure that all chemical regulations are complied with, which means that all products we sell do not contain harmful chemicals. This also means that you won't find phthalates in our products.
questions regarding
Exchanges and returns
Can I exchange an item?
If you swing by one of our physical stores, it is possible to exchange unused and unopened products purchased in our webshop. Should there be a difference, it will be paid on the spot - or refunded to the payment method you used to make the original purchase.
Peech Copenhagen
Guldbergsgade 25, kld. tv.
2200 Copenhagen N
Peech Aarhus
Badstuegade 16
8000 Aarhus C
If you are unable to visit one of our stores, we unfortunately cannot offer product exchanges. You can see how to return an item here. You can then make a new purchase on our website and order the item(s) you would like instead.
Pssst! If you use the discount code 'peach' you get 10% off your purchase.
How do I return an item?
It is possible to return unused and unopened products within 14 days after you have received your order. If the hygiene seal is broken, the product is considered opened and used and we cannot take the product back and offer a refund for hygiene reasons.
Deliver the package to one of our stores
It is always possible to drop by one of our stores with the product(s) you want to return. We will handle and process the return on the spot and refund the amount to the payment method you used to make the purchase. This applies across our stores and if the package was purchased on our webshop.
Peech Copenhagen
Guldbergsgade 25, kld. tv.
2200 Copenhagen N
Peech Aarhus
Badstuegade 16
8000 Aarhus C
Send the package back to us
If you wish to return all or part of your order, please do the following:
- Write an email to our customer service hej@peech.dkwhere you explicitly state that you wish to return one or more products.
- Pack the item securely - use the packaging in which the item was delivered if possible.
- Enclose a note with your order number. This can be found on the order confirmation you received at the time of purchase. If you can't find it, write down the email address and phone number you used for your order.
- Return the package to the following address:
Peech Copenhagen
Guldbergsgade 25, kld. tv.
2200 Copenhagen N
hej@peech.dk
+45 29 47 69 61
General information about the return process
- You will not be notified when we have received the package, but you can follow your shipment all the way on the tracking link that you as the sender of a package receive from the shipping company.
- Once we have received your package, we will process it within 14 business days. You will receive an email when we have processed the case.
- Please note that we do not refund your shipping costs in connection with the delivery or return shipment, and that you bear the risk for the package/goods until we receive them.
- We only accept shipments sent to your door, i.e. we do not accept shipments sent to parcel shops, parcel boxes, post offices or cash on delivery.
- If you need a refund, you will receive it after 10 business days once we have received and processed the return
Can I return parts of an order?
You are more than welcome to return parts of your order. Please follow the instructions in the section above.
How long does it take to process a return?
If you send a return package to our address, we strive to process the return within 14 days. However, during peak seasons with extraordinary busyness or in connection with public holidays, returns may take longer to process. If you need a refund, you will receive it after 10 business days once we have received and processed the return.
What happens if I don't pick up my order at a parcel shop or parcel box?
If you choose not to pick up your package at a parcel shop or parcel box, we will contact you when we receive the package back. Here you will have the opportunity to choose whether you want us to resend your package or if you want to exercise your right of withdrawal and receive a refund.
Please note that we charge an amount of 39 DKK for resending your package. We do not refund the delivery costs.
How do I use my right of withdrawal?
We want to make it easy for you. Your products can be returned using the right of withdrawal. You can choose not to pick up your package at the parcel shop or parcel box. Please inform us in writing at hej@peech.dkthat you wish to exercise your right of withdrawal and choose not to pick up your package. If you pick up your package, you can read more about how to exercise your right of withdrawal in the section "How do I return an item?".
When will I receive a refund?
Once we have processed your return, you will receive an email from us regarding your refund. Please note that we do not refund any delivery costs. If there are any issues with the item(s) you have returned, we will contact you by email. After the return has been processed, it may take up to 10 business days before the amount is available in your online bank.
questions regarding
Complaints
I have received a defective product. What do I do now?
We're sorry about that - of course we need to find a solution! If it's an electronic product, we have a few tips and tricks you can try before you contact our customer service. We also encourage you to read the included user manual to ensure that you handle and use the product correctly.
Have you turned on the product correctly?
Most products are turned on by holding the button for a few seconds.
Make sure the product is fully charged
Most products have a small amount of power when you receive them. Before using the product, make sure that the product is fully charged. The LED on the product should flash while it is charging. When the product is fully charged, the LED is constantly lit.
- Charge the product until the LED is constantly lit.
- Make sure to remove the charger before you turn on the product.
- Hold down the power button for a few seconds. For some products, the motor turns on together with the product - for other products, the product itself turns on but you need to click the button once to start the motor.
Products equipped with travel lock
Some products are equipped with a travel lock, which may be activated when you receive the product. You can always check if this is the case with the product by reviewing the user manual. Here is a list of brands whose products are often equipped with a travel lock:
How the travel lock is activated and deactivated varies from brand to brand. We encourage you to read the included user manual.
Remote controlled products - remote control
Some products have an included remote control - products with remote control can also be controlled without the remote control. Here is a list of brands whose products can be equipped with a remote control.
How the remote control is activated and used varies from brand to brand. In general, the product should be turned on first, then the remote control. We encourage you to read through the user manual provided.
Remote controlled products - Bluetooth connectivity
Some products have the option of remote control through an app that connects via Bluetooth.
- Make sure the Bluetooth product and your phone are close to each other.
- Make sure the product is turned on and fully charged.
- Disconnect other Bluetooth devices that are close to your phone.
- Delete and remove your profile and the app itself. Then try to install the app again.
- Make sure to charge the product by following the instructions for rechargeable products (see above)
- The majority of app-controlled products have a long distance feature. Please read the user manual to enable this feature on the product.
Here is a list of the brands whose products can be equipped with a remote control.
Battery powered products
Few products in our range use removable batteries. Test batteries are included - sometimes on the side, sometimes already inserted.
- Remove the small piece of membrane paper between the battery/batteries and the lid
- Do not remove the paper/plastic around the edge of the casing of the product.
- Press and hold the power button for 3-5 seconds to turn on the product. For some products, a single quick press of the power button will turn it on.
- Make sure the battery is inserted correctly. If it doesn't work, you can try a new battery.
- Try either loosening the lid slightly or screwing it more tightly.
If the above tricks didn't help, you can contact our customer service by email at hej@peech.dk or our customer phone: +45 27 15 10 69, open Tuesday to Saturday 12-19, excluding public holidays.
My product has stopped working. What do I do now?
Let's get it fixed as soon as possible. Products that haven't been used for a while may need a full charge or a set of new batteries. Try that for starters. We've put together a few tips and tricks for different product types below for your reference. If you still can't find your product - please contact our customer service by email at hej@peech.dk.
Do not return your product before you have been in contact with us.
Please note that if you have purchased one of our products through another retailer and not directly from us, any complaints must be handled directly by the store or webshop where you purchased your product.
Make sure the product is fully charged
Most products have a small amount of power when you receive them. Before using the product, make sure that the product is fully charged. The LED on the product should flash while it is charging. When the product is fully charged, the LED is constantly lit.
- Charge the product until the LED is constantly lit.
- Make sure to remove the charger before you turn on the product.
- Hold down the power button for a few seconds. For some products, the motor turns on together with the product - for other products, the product itself turns on but you need to click the button once to start the motor.
Products equipped with travel lock
Some products are equipped with a travel lock, which may be activated when you receive the product. You can always check if this is the case with the product by reviewing the user manual. Here is a list of brands whose products are often equipped with a travel lock:
How the travel lock is activated and deactivated varies from brand to brand. We encourage you to read the included user manual.
Remote controlled products - remote control
Some products have a remote control included - products with remote control can also be controlled without the remote control. Here is a list of brands whose products can be equipped with a remote control.
How the remote control is activated and used varies from brand to brand. In general, the product should be turned on first, then the remote control. We encourage you to read through the user manual provided.
Remote controlled products - Bluetooth connectivity
Some products have the option of remote control through an app that connects via Bluetooth.
- Make sure the Bluetooth product and your phone are close to each other.
- Make sure the product is turned on and fully charged.
- Disconnect other Bluetooth devices that are close to your phone.
- Delete and remove your profile and the app itself. Then try to install the app again.
- Make sure to charge the product by following the instructions for rechargeable products (see above)
- The majority of app-controlled products have a long distance feature. Please read the user manual to enable this feature on the product.
Here is a list of the brands whose products can be equipped with a remote control.
Battery powered products
Few products in our range use removable batteries. Test batteries are included - sometimes on the side, sometimes already inserted.
- Remove the small piece of membrane paper between the battery/batteries and the lid
- Do not remove the paper/plastic around the edge of the casing of the product.
- Press and hold the power button for 3-5 seconds to turn on the product. For some products, a single quick press of the power button will turn it on.
- Make sure the battery is inserted correctly. If it doesn't work, you can try a new battery.
- Either try loosening the lid slightly or tightening it more.
How do I complain about a defective product?
We're sorry that your product is not working properly. We promise to do our absolute best to ensure an easy and smooth process. In general, making a claim is easy - but in some cases we need to bring the product back for review and inspection. If this is the case, we will inform you accordingly.
Send an email to our customer service email hej@peech.dk. Please state explicitly that you wish to exercise your right of complaint. Please also include the following information so that we can handle the complaint as quickly as possible.
- Your order number. This can be found on the order confirmation you received upon purchase. If you can't find it, include the email address and phone number you used for your order.
- A description of the problem - when it occurs, what you have tried to solve it.
- A picture and/or video of the problem.
- If the product uses batteries, you must also take a picture or video of how you put them in the product.
Always keep your product until we have resolved the issue. Do not return it or send it back to us unless we tell you to do so. Our own products are designed to be disposed of in electronic waste - that part is easily handled.
Why is my product melted?
If one of your products has melted, it's because you have stored it incorrectly. A chemical reaction can occur if some products and/or materials come into contact with each other - even if two products are made of the same material. It can also be caused by using the wrong type of lubricant with the product. Unfortunately, you cannot complain about a product that has melted if it is due to incorrect handling and/or storage.
You can read more about how to store and care for your products under "Product care and storage".
How long is the warranty period?
If a product turns out to be defective, you have a 24-month warranty from receipt of the product. Complaints about defects must be notified to Peech within a reasonable time after the defect has been discovered or should have been discovered.
If the product has been damaged during transportation, make sure to make a note of this when you receive your package. Take pictures of the package, the label and the damage to the product itself and send the pictures to our customer service email at hej@peech.dk within five business days of receipt.
Please note that if you have purchased one of our products through another retailer and not directly from us, any complaints must be handled directly by the store or webshop where you purchased your product.
My package is damaged on delivery
We always strive to pack and ship orders as safely as possible - unfortunately, sometimes packages can be damaged somewhere in the delivery process. If this happens, we are of course sorry for the experience.
If it turns out that the product(s) have been damaged during delivery, please take pictures and/or video of it and send it to our customer service email at hej@peech.dk within five business days of receipt. We will then help you get new, functioning products shipped to you - and of course also handle the claim with the shipping company.
The product packaging is damaged on arrival, but I would like to exercise my right of return.
If the product packaging was damaged on arrival and you would like to return the product, please let us know before sending it back to us. Send us an email to our customer service at hej@peech.dk with the following information.
- Your order number. This can be found on the order confirmation you received at the time of purchase. If you can't find it, you can enter the email address and phone number you used for your order.
- Which product(s) you want to return
- That the packaging was damaged upon receipt
- Attach one or more photos and/or video of the damage to the packaging
Please note that we do not refund your shipping costs for the delivery or return shipment, and that you bear the risk of the package/goods until we receive them. We only accept shipments sent to your door - that is, we do not accept shipments sent to parcel shops, parcel boxes, post offices or cash on delivery.
Contact us
How can I contact you?
Our customer service is always ready to help you. We always strive to provide personal and safe customer service, advice and guidance, whether your question concerns a product or is of a more sensitive nature.
You can contact us by email at hej@peech.dk or our customer phone: +45 27 15 10 69, which is open Tuesday to Saturday 12-19, excluding public holidays. It is also possible to contact us during the same hours on our live chat (you can find the icon at the bottom right of our home page) where you can ask questions about a product, your delivery or if you need help with your purchase.
We do our best to respond to email inquiries as quickly as possible - you can expect a response within two days.
I have a question regarding events, collaborations or partnerships with Peech
At Peech, we work to break taboos and normalize sex toys. We have a broad event portfolio that embraces that sex is serious, vulnerable and fun at the same time. We collaborate with different brands, content creators and event organizers. Feel free to contact us by email with your idea or suggestions for collaboration.
For general inquiries: hej@peech.dk
For collaborations, PR and events: clara@peech.dk
To sell Peech products: cille@peech.dk
