First-Time Buyer FAQ: Billing, Packaging, Returns

Your first order is private by design. Your parcel arrives in plain, unmarked packaging; the sender reads "Heather's". 

Below are the questions real first-time buyers ask us, grouped so you can jump to what matters. Short answers first, honest detail underneath. For the full walk-through of how discreet delivery works in South Africa, see my discreet delivery guide.

Billing and privacy

What will show on my bank statement? "Heather's" and the amount. It names the store, never the products or anything explicit. It doesn't hide that you shopped with us, though, so if you share an account, use a card only you review and lean on the packaging as the stronger privacy layer.

Does the order email list what I bought? Yes. We're legally required to send an itemised record of your purchase, so the order confirmation email to your checkout address includes the product titles (the cute storefront names), quantities, and totals. It's your invoice, and it only lands in that inbox, not on the parcel or the statement. Use an email that only you open if a shared inbox is a concern.

Do you keep my order history private? Your account and order history stay between you and us. Product names appear on that confirmation email, but never on the parcel or the bank statement.

Packaging and delivery

Is the packaging really discreet? Yes. A plain, unmarked box or courier bag with only "Heather's" in the sender field and a waybill and tracking number on the outside. No product names, photos, or explicit wording anywhere. We ship anywhere in South Africa, door-to-door via trusted SA courier partners, and email your tracking once it's on the way.

How long does delivery take? We process orders in 1-2 business days, then delivery usually takes 3-7 business days (up to 10 in peak periods or to remote areas). Standard shipping is R99, and orders over R1800 ship free. Main centres around Joburg, Cape Town, Durban, and Pretoria are faster. The full breakdown, including delivery to complexes, estates, and pickup points, is in my discreet delivery guide.

Product Returns and Hygiene

Can I return an intimate product if I change my mind? For hygiene and safety reasons, intimate and sexual wellness products (vibrators, other adult toys, lingerie, lubricants) can't be returned once they've been opened or the hygiene seal is broken.

This protects every customer, including you. You have 14 days from receiving your order to return an item that's still unused, in its original condition, unopened with the hygiene seal intact and in its original sealed packaging, with proof of purchase. Sale items and gift cards can't be returned. Full details are in my return policy.

What if my item arrives faulty or damaged? That's different, and you're covered. If your item is defective, damaged, or the wrong product, contact us right away when it arrives and we'll make it right. Email hello@heathers.co.za with your order number and a photo if you can.

How do refunds work? Once a return is approved, the refund goes back to your original payment method within 10 business days, though your bank may take a little longer to post it. To start a return or ask anything, email hello@heathers.co.za.

Choosing Your First Sex Toy

I've never bought one before. Where do I start?

Start simple. Look for smooth, non-porous silicone, a straightforward design, and something easy to clean. You don't need the most powerful or feature-heavy option for a first buy, just something that feels manageable and welcoming. 

Have a scroll through our full range or the vibrators collection. 

Some of the toys I enjoyed most when I was first starting out:

• "THE Wand", R 950: I nicknamed this "THE Wand" because it is the wand. It has different vibration speeds and intensities, so you can try what feels good. Also, it's pink! 
• "Princess Peach", R 1,150: If you want a toy that's both beautiful and functional, go for "Princess Peach". It's a clitoral vibrator that makes you feel, well, just peachy afterwards. 
• "The Baby Rabbit", R 850: This one is nicknamed "The Baby Rabbit" because it's small and unintimidating, but still a famous rabbit vibrator. If you didn't know, these were popularised by the TV show Sex and the City in the episode "The Tortoise and the Hare". Watching that episode is actually what inspired Heather's!
• "Arabella", R 425: A cheap, powerful bullet vibrator (a small vibrator you can put anywhere). Good for beginners who don't want to drop a fortune upfront.  

What if I have no idea what I want?

That's okay! My Find Your Match quiz asks a few quick questions and points you to a sensible starting toy. No pressure. And I also don't ask for your email to send the results like most sites. 

Why does body-safe silicone matter?

Body-safe silicone is non-porous, easy to clean, and doesn't hold onto bacteria the way cheaper porous materials can. It's the material I prefer. Wash before and after use with warm water and a suitable cleaner, and store it clean and dry.

A few more first-timer questions

Is it normal to feel nervous about ordering?

For sure. Most first-time buyers feel a flutter of "am I doing this right?" (you are). There's no wrong reason to be curious about your own pleasure. Take it slow and be kind to yourself.

Can I order it as a gift?

Yes. Everything ships in the same plain, discreet packaging, so it's safe to send to someone else. Just remember that opened intimate items can't be returned.

How do I keep it clean and lasting?

Wash before first use and after every use with warm water and a mild, unscented soap or a dedicated toy cleaner, dry it fully, and store it somewhere clean and dry. Use a water-based lubricant with silicone toys, since silicone lube can degrade the surface over time.

Can I ask a question before I order?

 Please do. There's no such thing as a silly first-timer question here. Ask about sizing, materials, cleaning, or delivery at hello@heathers.co.za. You can also WhatsApp me: 064 997 6277

A quick health note: I'm here for self-care and information, not medical advice. If you have a specific health concern, pain, or a condition you're unsure about, check with your doctor.