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FAQ

PLACING AN ORDER

How do I place an order?

You may place orders using the following methods:

Website: You can place your order online via our website 24 Hours per day, 7 days per week.

Telephone: You may also place orders via telephone with our staff during office hours (weekdays 08:00-16:00 UK time).

UK customers may ring our London Internet telephone number, 0203 514 5624. Calls are answered by our staff in the Netherlands 8am until 4pm. The call is charged at your normal rate to London.

Customers outside the UK can dial +31 20 6204209 to place an order.

Answer Phone (Voice Mail) & Fax: You can also leave your order on our 24-Hour answer phone or by fax. Please state clearly in this order: 1] Your name and address. If your postal address is different please state as such, 2] your credit card number, 3] expiry date 4] the CVC, (Card Validation Code) 5] item number(s) of the products you require.

Faxed orders are cleared at 11am each weekday.

Please find our answer phone and fax numbers on our Contact Us page.

Post: You may contact us to request pre-printed order forms and pre-paid postage envelopes (available on request). When posting your order with a regular, blank envelope, use a Euro Stamp for Airmail postage to the Netherlands. Insufficient postage may cause delay in your order reaching us.

Can I place my order by E-mail?

For security reasons we advise that you never send your credit card details or other sensitive information to anyone by E-mail.

What payment methods are available?

Please see the Payment Methods page.

How do you secure credit card payments?

We use Ingenico/Ogone, one of the most reliable secure payment systems available on the Internet. All your personal details are protected and encrypted before they are sent for processing. For more on our privacy policy, please see the Your Privacy page.

Is my money withdrawn directly after I have placed an order?

For security reasons, your card is charged on the day you order.

How does the bank transfer work?

At the end of the order process, select the bank transfer option and you will be guided through the transfer process. You will be given the relevant reference numbers you need to use when processing the transfer through your bank.

Please Note: We only dispatch your order when payment is received. Bear in mind that bank transfers can take a few days to be processed.

I see a difference in price between my mail-order catalogues and your website. Why is this?

You will find lower prices on our web shop due to administrative savings that are passed along to the customer.

When placing an order via post, telephone, answer phone, or fax, our staff is responsible for all of these administrative duties. Thus, the price for purchasing DVDs in this manner are generally GBP/EUR3.00 more per title than what is stated on our website.

This administration cost is always included in the prices listed on printed mail-order catalogues and Special Offer flyers.

If you browse our website for the products you wish to buy, but place your order with our staff via off-line methods, please be aware of the extra charge and note that it is not negotiable.

I've just placed an order. Can I add items to it?

Due to credit card security policies, once you have placed an order we cannot add items to it. You would need to order separately or cancel the current order and place a new one. You can however change items to those of the same value, if the parcel is not yet processed, by phoning during office hours or emailing us.

If you have two separate orders and would like them to be shipped together in the same package, contact us immediately. If the parcels haven't already been dispatched, we may be able to honour your request.

What happens if the product I ordered is not in stock?

When an item isn't in stock at the time you order, it should arrive within the time specified on the item's listing. If a delay of over 21 calendar days is expected, we will inform you by E-mail or letter with a revised delivery time. Delayed delivery of any item/s will not hold-up dispatch of the rest of your order. Unless you request otherwise.

How can I follow up with my order?

After an Internet order is placed, we confirm it by E-mail. You can check your order history to see if it has been posted.

If you have a UK delivery address and your order has been sent via Recorded Delivery you can use the tracking option on our site to follow its progress. You must be logged in to your account to see order status.

If I order from you again, do you keep my personal details or do I have to go through the order process from the beginning?

Your personal details will be saved along with your order history. For security reasons, we do not store your credit card details anywhere in our system.

When you place your next order your personal details (e.g. shipping address, etc.) will only be visible when you log in to your account. You will need to re-enter your credit card details with each new order.

Why is my order pending when I track it/look at my order history on your website?

Although product stock is updated daily, it is possible that the product you have ordered is temporarily out of stock. If you have not received an E-mail alerting you to a delay, please check the SPAM/Junk folder in your E-mail in-box. It may have been accidentally filtered. If you cannot find an E-mail alert, please contact us immediately.

DELIVERY

You can find an overview of shipping services, rates, and delivery times on our Shipping/Delivery page.

Are DVDs sent discreetly?

Yes. All products are sent in a well-sealed, padded envelope or discreet cardboard package.

Do I have to sign for the parcel personally, or can someone else sign for it?

For customers in the United Kingdom who have ordered four or more DVDs in a single order or odd-sized items, Recorded Delivery is used. In this case any adult in your household or a helpful neighbour may sign for the parcel. Please note they may be asked for some form of identification.

Can I refuse the delivery?

Yes. If you do not sign for the parcel, the carrier will return it to us.

What happens if the parcel is damaged or has been opened/mistreated?

Then we advise you to return it to us. When returning any product, please include all of the original packaging along with a completed Standard Return Form (you can download a copy here). We also ask that you alert our staff immediately of any returns using the information on our Contact Us page.

Upon receipt of the returned product we will either replace the product or refund you in full as you wish.

For opened or damaged deliveries we advise you not to sign for the parcel and instruct the driver to return the parcel to the return address on the package. In both cases please contact us immediately.

What do I do if my order does not arrive in the estimated delivery time?

Please contact us by E-mail or phone. See our Contact Us page for the appropriate information.

Will my order be opened or seized by UK Customs?

No. Parcels dispatched to UK customers are sent from within the UK

I live outside the UK. Will my order be opened or seized by my local customs agency?

It is possible. We supply hardcore depictions of sexual acts, sexual aids, and similar materials of an adult nature. Not all countries allow such items to be shipped through their postal systems or private couriers. Your items may be opened, inspected, or held by local Customs.

What are the delivery times?

Estimated delivery for each item is displayed on the item's listing page.

If you have not received your order within 21 calendar days (30 calendar days outside the UK and Europe), please contact us using the information on our Contact Us page.

You can find more information about shipping services, rates, and delivery times on our Shipping/Delivery page.

What happens if the parcel is lost?

Any investigation takes about three working days. When orders are sent by Recorded Delivery (UK customers only), we check the tracking details. If the parcel cannot be found, your order will be sent again under our Delivery Guarantee.

Can I place an order to be delivered to someone else? To another country?

When ordering from the Your Choice Website you are agreeing that the items you purchase are for your personal use only.

Please be aware that we supply hardcore depictions of sexual acts, sexual aids, and similar materials of an adult nature. Not all countries allow such items to be shipped through their postal systems or private couriers. Your items may be opened, inspected, or held by local customs agency.

I'm moving house/made a mistake/changed my mind. Can I change the delivery address of an order I've made?

Yes. If the order has not been confirmed and dispatched, you can change the delivery address by contacting us immediately. If the order has already been dispatched then it is impossible for us to re-route it.

PRODUCTS AND STOCK

How do I find the product I am looking for on your website?

There are several ways to look for products including:

-Browsing by category (left column of each page).

-Browsing by studio (right column of each page).

-Using the search field located on the upper left of each page. The most effective searches are by title (or part of title), keyword (such as a sex act), or performer name (or part of performer name).

If you're unsure of how to spell something, spell what you know for sure and search for that. For instance, Dana DeArmond's name is commonly misspelled. Searching for "Dana DeAr" will likely find the results you're looking for, but "Dana DeArmand" probably won't.

How reliable is product availability?

Product stock is updated daily. Should the item you've ordered go out of stock for any reason, you will be informed with an expected delivery time for your order. In the rare occasion an item unexpectedly becomes unavailable, you will receive a refund.

Do you stock any other products that aren't on your website?

All products available are shown on our website. New items are added each week, so we suggest that you login to our website regularly to check the updates and new releases.

Special orders are possible on some occasions if the products in question are available from our suppliers. However, special orders can be subject to limitations and may not be covered under our guarantees.

Do you sell used DVDs?

No. At present we only offer new DVDs. Please note, however, that some DVDs may arrive without shrink wrap. This is usually because the original case was damaged or we felt the disc needed to be inspected, tested, or reseated in the case.

GUARANTEES, RETURNS, REFUNDS

Do you offer guarantees?

All products listed are sold with a No Quibble Guarantee of Satisfaction unless otherwise stated.

You can read about our guarantees in detail by visiting the Our Guarantees page.

Can I return the product if I am not happy with it?

All our products are sold under our No Quibble Guarantee of Satisfaction. You can return the unwanted item for a full refund or replacement. Should you wish to return an item you're unhappy with, please use the information on our Returns & Exchanges page or contact our staff using the information on our Contact Us page.

What do I do if I receive an item of poor quality or simply didn't enjoy it?

Both of these reasons are covered by our No Quibble Guarantee of Satisfaction. Please refer to the information on the Our Guarantees page and the Returns & Exchanges page.

To what address should returns be sent?

Your Choice B.V.
Postbus 156
1110 AD DIEMEN
The Netherlands

Please be sure to enclose one of our Standard Return Forms (download here) with any return parcel.

How do I follow the progress of the returned item?

You will be contacted by E-mail or post when we have received the returned item. You are always welcome to contact us for further details.

CANCELLATION AND REIMBURSEMENT

I've made an order, but changed my mind. How do I cancel my order?

You can cancel your order by contacting us immediately.

The preferred method for order cancellations is by telephone. You may also cancel via E-mail. Please use the appropriate information on our Contact Us page. Once our representatives have successfully cancelled the order in question, your payment will be refunded.

Unfortunately, if the order has already been shipped it is no longer possible to cancel the order. You would then have to wait for the order to be delivered and return it to us for a full refund.

How can I be sure the order was cancelled and refunded?

Once your order is cancelled we will E-mail you with proof of the refund.

Can I cancel parts of my order?

Yes. You can ask for a cancellation of part of your order, but only when the order has not been shipped. If it has already been shipped, you would then have to wait for the order to be delivered and return the unwanted item(s) for a refund.

SPECIAL OFFERS, SALES, COUPONS

Do you offer any special deals or discounts?

You will regularly find special offers, discounts, coupon codes, and promotions on our Internet site or in E-mail newsletters. You can sign up for our E-mail Newsletters by clicking the Newsletter link near the bottom left of each page.

Credit notes/vouchers can be redeemed when you next order. Please note that many special offers are only valid for a limited time. Please read any text related to such an offer carefully for important information such as availability, rules, expiration dates, and other restrictions

How do I obtain a coupon code?

Most coupon codes are announced in our E-mail newsletters. If you would like to sign up, please visit our E-mail Newsletter page. Sometimes, promotions are advertised in top shelf magazines and through partners.

Are sale items and other special offer products subject to the same Guarantees?

Unless otherwise expressly stated, all items sold through our website are subject to the guarantees described on the Our Guarantees page.

TECHNICAL WEBSITE INFORMATION

I'm having trouble logging in to my account. Any suggestions?

Passwords are case-sensitive, so make certain the CAPS LOCK function isn't engaged. If that is not the problem, please request a new password by clicking the link that says, "Password forgotten? Click here" on the login page. It's located just below where you type your password. Once you've clicked the link, follow the instructions on the next page.

I have asked for a new password but still have not received it by E-mail.

The E-mail with your new password may have been may have been inadvertently filtered. Please check the SPAM/Junk folder in your E-mail inbox.

How do I change my password?

Once you've logged in to your account, you'll see a link labelled "My Account" on the upper right of the page. Click it to bring up a new page that lists various account options including a link that says, "Change my account password."

I went through the entire order process, but when I tried to check out I got a response that my payment method was not accepted by the merchant. I tried both Visa and MasterCard as payment methods (which are both offered as payment options) and got the same error with both. What's the problem?

Please check with your credit card company to be certain your card is authorized for, and is secure enough for Internet payments. Your credit card provider may also ask that you set up a special password or PIN for added security.

I created an account, but when I go to confirm purchase, it says that my currency is not accepted. I am outside Europe. Do I have to set the currency to GB Pounds or Euros for it to be accepted?

Some credit cards do not allow you to pay in certain currencies. Credit cards, even those of the same name (e.g. Visa, MasterCard) from different parts of the world have different restrictions. If you encounter this problem, we suggest you contact your credit card provider.

I'm having another problem that isn't listed here. What should I do?

In this case, we suggest you either send your question to us via E-mail (info@yourchoice.nl) or telephone our offices during normal business hours - 8am to 4pm UK time on weekdays. Use the appropriate telephone number listed on our Contact Us page.

MAIL ORDER CATALOGUES AND E-MAIL NEWSLETTERS

I'm receiving your catalogue by post and I am moving house. How much notice do you need?

Alert us as soon as possible, but please give at least 30 calendar days of notice.

If you are waiting for a delayed order, please contact our staff as quickly as possible using the appropriate information on our Contact Us page.

How do I unsubscribe from your mail-order catalogue?

Contact us by E-mail, post, fax or phone using the information on our Contact Us page. You will be taken off the mailing list immediately. Please be advised that as the next catalogue may already be prepared for posting, you might receive one more after informing us.

How do I unsubscribe from your E-mail Newsletter?

To be removed from our E-mail list or adjust your settings, follow instructions at the bottom of the newsletter.

Do you ever sell or distribute customers' postal addresses, E-mail addresses, or other contact information to other companies?

Never. Full stop.

USING AND CARING FOR DISCS

Have you any advice about taking care of my DVDs and Blu-ray discs?

Why, yes! Yes we do.

When removing a disc from its case, be certain to press down the button on the centre hub, and then gently lift the disc by its outer edge. Never simply try to lift it out from the edges alone.

Try not to touch the disc's reflective, playing surface. Scratches, smudges and dirt can cause problems in playback. Perhaps the easiest and cleanest way to handle a disc is to put your index finger into the centre hole and thumb on the thin, outer edge.

Insert single-sided discs in to your player with artwork/titles upward. Make certain it is properly seated inside the tray before closing it. If it is not seated properly, closing the tray could cause serious damage the disc.

If you do encounter playing problems, remove the disc, check to see it was properly seated in the tray, check for fingerprints, clean if necessary (as directed below) and try again.

Cleaning: Wipe disc carefully with a soft, damp, lint-free cloth using straight motions from the centre hole to the outer edge. Do not rub or use circular motions. Never use abrasive cleaning agents.

Storage: Don't stack the discs on themselves. Store them in their cases or similar sleeve when not in use. If the mechanism in the case that holds disc is place is broken (allowing it rattle inside the case), you should discard the case. Allowing a loose disc to rattle inside a case can cause permanent damage.

If you do not have a case or sleeve, you can easily make one with a simple A4 sheet of paper.

Do not store DVD or Blu-ray discs near extreme heat or in direct sunlight.

I've seen CD/DVD resurfacing machines in shops. Do they do a good job repairing scratched discs?

We can't guarantee one way or the other. Our own experiences are hit and miss. Reviews are mixed as well. We'd suggest you do your best to properly handle and store your discs to prevent scratches. However, if you receive a product from us that's scratched or has other defects, use the information on our Contact Us page to alert us immediately. Damaged discs are of course covered by our No Quibble Guarantee of Satisfaction.

CARING FOR SEX TOYS/NOVELTIES

Have you any advice about taking care of my toys?

This is a little tricky. The toys we sell come from a variety of manufacturers and are constructed from many different types of materials. Unlike DVDs and Blu-ray discs, there's no universal way to maintain sex toys.

Most toys will include instructions in the packaging that explain how to use, clean, and maintain the product. In some cases, we're able to provide that information on the item's listing page.

What we can tell you is that you should read any and all instructions provided with the product very carefully. Using the wrong kind of lubricant or cleaning incorrectly could seriously damage the product.

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