The SoPigalle FAQ answers common questions about orders, shipping, returns, payment, gift cards and choosing products. It is designed to give you a quick first answer before you contact our team if your situation needs personalised help.
SoPigalle FAQ: orders and tracking
How can I track my order?
When tracking is available, the relevant information is sent by email after dispatch. Check your spam folder if you cannot find the message. For a specific question, contact SoPigalle customer service with your order number.
Can I change an order after placing it?
If you notice an error, contact us as quickly as possible. We will do our best depending on the stage of preparation, but a change cannot always be guaranteed.
Discreet delivery and timing
Are SoPigalle parcels discreet?
Yes. Orders are prepared in discreet packaging with a neutral outer appearance that does not reveal the nature of the products inside.
What are the delivery costs and times?
Applicable costs and available delivery information are displayed before you confirm the order. Times may vary by destination and carrier. See SoPigalle Shipping & Returns for full details.
Returns and withdrawal rights
Can I return an item?
Returns depend on the product and its condition. For intimate products, hygiene protections and seals must remain intact where this requirement applies. Contact us before sending anything back.
What is the statutory withdrawal period?
Where the right of withdrawal applies, our Shipping & Returns page refers to the statutory 14-day period. The French government page on distance-selling withdrawal rights explains the general rules.
Secure payment
Which payment methods do you accept?
The payment methods available for your order are displayed at checkout. They may vary depending on your country or the services enabled on the store. See our Secure Payment page for more information.
My payment is not working. What should I do?
Check the information entered and any authentication request from your bank. If the issue continues, try another offered payment method or contact us. Never send sensitive banking information by email.
Help choosing products
Can you help me choose a sex toy?
Yes. Tell us what you are looking for, the sensations that interest you and anything you would rather avoid. You can also start with Which sex toy should you choose as a beginner?.
Which lubricant should I use with a sex toy?
Check the manufacturer's instructions. Water-based lubricant is often versatile, but compatibility depends on the material. Our guide to water-based and silicone lubricant explains the main differences.
Sex toy care
How should I clean a sex toy?
Follow the manufacturer's instructions first, especially for cleaning, drying, storage and waterproofing. Our guide How to clean and store a sex toy provides additional practical guidance.
SoPigalle gift cards
How do gift cards work?
Gift cards are digital and are sent by email after the order is processed. The code is entered at checkout according to the rules in our gift card terms.
Does a gift card expire?
Unless an expiry date is expressly stated at purchase or in the associated email, the current SoPigalle terms state that gift cards do not expire.
Contact SoPigalle
How can I contact customer service?
Email contact@sopigalle.com, call +33 7 44 95 26 13 or use our Contact page. For order questions, include your order number.
If the SoPigalle FAQ does not answer your situation, write to us. A personalised answer is more useful than a generic one when a specific order or product is involved.