Shipments and Returns

Delivery times

Estimated delivery after dispatch

These delivery times are indicative and may vary depending on product availability, destination country, customs procedures, local postal services and circumstances beyond our control.

Preparation time and dispatch

Delivery time is not the same as preparation time. Preparation time is the period between payment confirmation and the moment the order is handed over to the postal or courier service.

Orders are processed once full payment has been received and confirmed. Preparation time may vary depending on the availability of all the products included in the order.

If any product is temporarily unavailable, we will process the order as soon as the stock is restored or contact the customer to offer an appropriate solution.

Orders with several products

If an order includes several products and one or more items are temporarily unavailable, the order may be shipped once all items are available.

In some cases, the order may be split into two or more shipments. If this happens, the customer will only pay the initial shipping cost. Any additional shipping costs caused by partial shipments arranged by SaleGay.com will be covered by us.

If a product becomes permanently unavailable, the customer may choose a replacement product of similar value or request another suitable solution.

Large quantity orders

Purchases by quantity

Orders exceeding 20 units of the same brand, product or category may be considered quantity orders and may require a longer preparation period.

In these cases, preparation may take up to 30 working days, depending on stock availability and supplier confirmation. Shipping times after dispatch remain the same as for standard orders.

Delivery address

Delivery will be made to the address provided by the customer when placing the order. This address may be different from the billing address and may include a workplace, collection address or third-party recipient.

The customer is responsible for ensuring that the delivery address is complete, accurate and suitable for receiving the parcel.

Shipping companies

Orders may be shipped through postal or courier services such as DHL Post, Correos, La Poste, Hermes or other trusted logistics partners.

Final delivery is usually carried out by the local postal service or courier company in the destination country.

Identification and delivery signature

Depending on the destination country, courier company, shipping method and local delivery rules, the recipient may be asked to provide identification or sign for the parcel upon delivery.

If the recipient is absent, the postal service or courier may leave a notice, update the tracking information or make the parcel available for collection at a local office or collection point.

Uncollected or returned parcels

If a parcel cannot be delivered due to reasons attributable to the customer, such as an incorrect or incomplete address, absence, refusal of delivery or failure to collect the parcel within the available period, the parcel may be returned to us.

Once the returned parcel is received, we will contact the customer by email to arrange a possible reshipment.

Any additional shipping costs caused by customer-related delivery issues may be charged to the customer before a new shipment is arranged.

Shipping responsibility

Lost or delayed shipments

If a shipment does not reach its destination due to a reason attributable to the carrier, SaleGay.com will investigate the case with the shipping company.

Once the status of the shipment has been confirmed, we will offer the customer an appropriate solution, which may include reshipment, replacement or refund, depending on the case and product availability.

Our responsibility may be limited when delivery failure is caused by circumstances attributable to the customer, including incorrect address details, non-collection, refusal of delivery or lack of response to delivery notices.

Right of withdrawal

Consumers in the European Union have the legal right to withdraw from an online purchase within 14 days from the day they receive the goods, except in cases where legal exceptions apply.

For health and hygiene reasons, sealed intimate products, personal-use products and hygiene-sensitive items cannot be returned once they have been opened, unsealed, used or handled in a way that makes them unsuitable for resale.

Textile items or accessories that are not intimate-use products may be returned or exchanged when legally applicable, provided they are unused, clean, complete and in their original condition.

Defective or incorrect products

If you receive an incorrect product or a product that appears to be defective, please contact our customer service as soon as possible so we can review the case.

Please include the following information:

If a return is required, it must be previously authorized by our customer service team. Once the item is received and checked, we will confirm the appropriate solution according to the nature of the problem.

In accordance with applicable consumer law, defective products may be repaired, replaced, refunded or otherwise resolved depending on the case, product condition and legal requirements.

Special orders

Products ordered on request

Special orders refer to products that are not normally available in our online catalogue and are requested specifically by the customer.

These orders must be paid in full before we request the item from our suppliers. Once the special order has been confirmed and procurement has started, cancellation may not be possible, except where mandatory consumer rights apply.

Special orders may be delivered in one or more partial shipments. If several shipments are necessary, shipping costs will only be charged once, unless otherwise agreed with the customer.

Customs, import duties and destination restrictions

For deliveries outside the European Union, customs procedures, import duties, local taxes or destination restrictions may apply depending on the country of delivery.

The customer is responsible for checking whether the ordered products can be legally imported into the destination country and for paying any customs duties, taxes or charges requested by local authorities.

Please note: delivery times, couriers, preparation periods and available solutions may vary depending on destination country, product availability, customs procedures, carrier performance and the specific circumstances of each order.

These conditions may be updated from time to time. The version published on this page at the time of purchase will apply to the corresponding order, unless mandatory consumer law provides otherwise.