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General

Why do you sell products that are not from your brand?
Toys are the best way to add extra fun to the bedroom, but they're not the only one... We want you to unleash your naughty side, and to that end, we offer you, in addition to some soft and adorable toys, a selection of products that we consider complementary, such as lubricants, oils, massage candles, eye masks, creams, condoms, etc., which we're sure will help you spice up your spiciest nights.
Do you have a physical store?
We believe that purchasing sex toys online is the future, as it allows us to offer a wider variety at the best price, with maximum discretion and fast, convenient home delivery. You can also discreetly pick up your order at one of our drop-off locations at a time convenient for you—the closest thing to having a Platanomelón store right next to your door 🙂
How can I get in touch with you?
You can get in touch through our Contact Us page or by email to online@auraintima.shop

Orders & Returns

Is it safe to buy dresses online from your store?
Absolutely! We know that security is the main concern when shopping online, and that's why both our website and payment methods are protected. Our team takes the security of your personal data and privacy very seriously, which is why we offer a secure purchase at all legal, commercial, and data processing levels. Aura Intima only accepts payment methods that comply with security standards for card payments and e-commerce (PCI DSS Level 1 certification), and does not store or have access to its customers' banking information. Aura Intima will never access or store your banking or card information. Furthermore, the entire purchasing process is encrypted with 256-bit SSL certificates (military-grade security). If you would like to know more about security during the purchasing process, please contact us. We will do our best to respond within 24 hours.
I'm worried about discretion...
Discretion shouldn't be a problem when purchasing toys and erotic products online. At Platanomelón, we take special care to ensure the complete discretion of our shipments, so you can receive them with complete confidence and in the comfort of your home: Packages are 100% discreet, with no markings to identify their contents. We ship unmarked boxes inside opaque shipping bags. Our sender is generic. We do not place labels or invoices on products, either inside or outside the box. When paying by card, a generic term appears on your statement. This way, no one will know what you bought or where!
Prices include taxes (VAT)
Yes, the corresponding VAT, according to Colombian law, is included in all product prices we offer, as well as in shipping costs.
Is there a minimum purchase amount?
No, you can purchase as much as you want without worrying about a minimum or maximum amount. However, for some discount or promotional codes, the terms may apply to a minimum purchase.
What types of shipping are available? How much do they cost?
We offer standard and express shipping, as well as pickup at a drop-off location. Shipping costs depend on the destination and the amount of your purchase. You'll see the shipping options available to you once you check out and enter your delivery address.
When will I receive my order?
Delivery times vary by region. You'll receive an estimated delivery time when you select your shipping option on the shopping cart page.
How can I track my order?
Once your purchase is complete, you will receive an email with the tracking number and link. If you have any questions or concerns about your shipment, please contact us. We will do our best to respond within 24 hours.
What happens if a product is out of stock?
Typically, out-of-stock products are labeled "Not Available" or "Sold Out." However, there are times when stock runs out, and the status isn't immediately reflected on the website. If this happens and you purchase a product that's not available, we'll notify you as soon as possible, and you can choose to cancel your order and get your money back, or wait until it's available again so we can ship it.
What payment methods do you accept?
We accept payments with major credit and debit cards (Visa, Mastercard, American Express, and UnionPay) as well as PayPal and MercadoPago. We also offer cash on delivery through our fulfillment provider. *Some payment options may be temporarily unavailable.

Products and warranty

How are the products used?
Specific instructions for use are included with every toy and product we offer. Although it's not essential, we recommend using lubricant with most of our toys to enhance the experience and make them easier to use. If you still have questions about how a particular product works, don't hesitate to contact us. We will do our best to respond within 24 hours.
Do your products have a warranty?
Yes, both the products we manufacture at Platanomelón and those of other brands have a warranty. Our products, as a general rule, have a one-year warranty against manufacturing defects. Third-party products may have a warranty of one to one year, depending on the manufacturer and the specific product. If you have any questions about warranties, please contact us, and we will try to get back to you within 24 hours if possible.
What can I do if my product is broken or defective?
First of all, please make sure you've read the product instructions, as each model may operate differently. If it's a product that uses batteries, verify they're fresh and not rechargeable. When the manufacturer includes complimentary batteries, they may not work or not be charged. Also, check the correct polarity, and if it's a product with a charger, try plugging it into a different outlet. Under no circumstances should you attempt to force the product, whether the cover doesn't close or the charger doesn't fit into the outlet, as improper handling permanently voids the warranty. If the problem isn't easily resolved, the product will be returned: The customer must provide evidence of the problem or defect with the product or order. Our team will review it, and if the warranty applies, a prepaid shipping label will be sent to the customer. The customer must prepare the product for shipping. A home pickup can be scheduled, or if preferred, the package can be taken to a DHL office. Once we receive the product and verify that the warranty applies, we will offer the following options: Refund: The corresponding amount will be refunded using the same payment method used. Replacement: You will receive the same or similar product. Gift card: You will receive a gift card of the same value as the product you purchased so you can make another purchase on our website. Discount code: As with the previous option, a discount code will allow you to purchase the product equivalent to the amount you previously paid. Whichever option you choose, please do not hesitate to contact us. We will do our best to respond within 24 hours. This option is not available in all cases and is subject to the terms and conditions of the purchased product, the shipping destination, and the payment method used. Ultimately, we reserve the right to choose the warranty compensation option applied.
Can I make a return? How?
Of course, as long as the product is unopened or unsealed, you have 15 calendar days to return it. If you have any questions, please contact us at online@auraintima.shop. We will do our best to respond within 24 hours.

Get In Touch

Colombia
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