Support & FAQs
Support
Ask us. We would rather you asked than guessed.
How to reach us, what to expect on shipping and returns, and the questions we get most. We stock three quite different things, so where the answer differs we have said so.
Contact us
Talk to a real person.
Email hello@schoolofsexualwellness.com. We aim to reply within 1 to 2 business days, Monday to Friday.
PO Box 1160, South Perth, Western Australia 6951, Australia
This is our postal address. Books can be returned here. Please do not send anything else here without contacting us first, because our supplement and pleasure warehouses are overseas and we will tell you where to send them.
Shipping
Where your order comes from.
Books come from us, here in Perth. Supplements and pleasure products are dispatched by fulfilment partners located outside Australia, which means those orders are international shipments even when they are going to an Australian address.
RESIDUE, signed copies
Every copy is signed by hand before it goes out, so please allow 5 to 7 business days for us to sign and post it. Australian orders then travel by Australia Post. International orders go by international post and take longer.
Because books ship from Australia, domestic orders are a domestic parcel with no customs involved.
Sol supplements
Made to order and dispatched from the United States, mainly from Denver, Colorado. Prepared for dispatch within 1 to 5 business days. Once shipped, most orders arrive within 1 to 3 weeks depending on your location and local customs clearance.
barely pleasure products
Dispatched separately, by a different partner, also from outside Australia. Timeframes are similar, and customs applies in the same way.
Ordering across more than one range
Your order will arrive as separate parcels, at different times, from different countries. Each one may be assessed for duties separately. You will get separate tracking for each. Within Australia the book will usually still land first, because it does not have to clear customs.
Tracking and packaging
You get a tracking link by email as soon as each parcel ships.
Parcels are plain and unbranded, with nothing on the outside that indicates what is inside. On supplement and pleasure orders the sender on the label is the dispatching warehouse rather than our name, because carriers require the sender to match the facility that actually posted it. Books are posted by us and show our return address.
Customs, duties and taxes
Please read this before you order.
Because supplements and pleasure products ship from overseas, any customs duties, import taxes, GST, brokerage or handling fees charged by your country are payable by you, usually to the carrier before or at delivery.
These charges are set by your government, not by us. They are not included in the price at checkout, we do not receive them, and we cannot calculate, prepay, waive or refund them. If you are unsure what might apply, your local customs office can tell you.
This applies to Australian customers too
We are an Australian business, but our supplements and pleasure products are dispatched from overseas, so those orders are imports and may attract charges on arrival. A Perth address does not make them domestic parcels.
Books are the exception. We post those ourselves from Perth, so an Australian book order is a domestic parcel and no import charges arise. International book orders may still be assessed by the destination country.
Free shipping over $99 covers carriage only. It does not cover duties, import taxes or handling fees.
Every country sets its own import rules. Some supplement ingredients sold freely in one place are restricted in another, and some countries restrict the import of intimate products. It is worth checking what can lawfully be imported where you live before you order.
Returns and refunds
If something is wrong, we fix it.
Nothing on this page limits your rights under the Australian Consumer Law, or the consumer protection laws that apply where you live. Those rights sit on top of everything below and we cannot contract out of them.
Damaged, faulty, incorrect or missing
Email us with your order number and a photograph of the item and its packaging. Do this within a reasonable time of delivery. We will assess it and put it right.
You do not need to return anything before we assess a claim, and we cover the cost of any return we do ask for. Where there is a major failure, the choice between a refund and a replacement is yours, not ours.
Change of mind, books
Unread and in resaleable condition, within 14 days of delivery, returned to our Perth postal address. Return postage is at your cost. Signed copies are still returnable, but we cannot resell a copy that has been read, marked or damaged in transit back to us, so please pack it properly.
If your copy arrives damaged in the post, that is not a change of mind. Photograph it and email us and we will replace it.
Change of mind, Sol supplements
Unopened with the manufacturer's seal intact, within 14 days of delivery. We cannot accept opened products or broken seals, because supplements are ingestible and ship from a third-party warehouse. Return postage is at your cost.
We do not accept change of mind returns on international supplement orders, because of the cost and time of returning goods across borders.
Change of mind, barely products
Unopened with all hygiene seals intact, within 14 days of delivery. Once an intimate product has been opened we cannot accept it back, even unused, for health and safety reasons. Return postage is at your cost.
Change of mind, courses and digital products
Access is granted immediately and cannot be returned, so there is no change of mind refund once access has been issued. If a program is not as described, or not fit for the purpose we stated, tell us and we will sort it out.
How refunds are paid
Back to your original payment method. Once we process it, your bank or card issuer usually takes a few business days to clear it, and that part is outside our control.
Full detail is in our refund policy.
Subscriptions
You are in control of it, always.
Pause, skip, change the frequency or cancel at any time. No phone call, no retention script, no cancellation fee.
How to change or cancel
Use the manage link in your order confirmation email, or sign in to your account. If you would rather we did it, email us and we will.
Changes made before your next billing date apply to that upcoming order. If a renewal is charged after you have asked us to cancel, tell us and we will refund it in full.
Frequently asked
The questions we get most.
Is the book actually signed?
Yes. Every copy bought here is signed by Hope by hand before it is posted. They are not pre-signed bookplates. That is why we ask for 5 to 7 business days before dispatch rather than same day.
Your copy also comes with the reader bonuses, which are delivered by email rather than in the parcel, so check your inbox once you have ordered.
I ordered a book and something else. Why two parcels?
Because they come from different places. Books are posted by us from Perth. Supplements and pleasure products come from overseas warehouses. You get separate tracking for each, and within Australia the book usually arrives first.
How will the charge appear on my statement?
As a discreet descriptor. Product names do not appear on your statement, and neither does anything that indicates what you bought.
Will my parcel be obvious?
No. Plain outer packaging, no branding, no product names, nothing on the outside that says what is inside. On overseas orders the sender shown is the dispatching warehouse.
Are the barely products body-safe?
Every piece is medical grade silicone, ABS, borosilicate glass or stainless steel. Non-porous, sanitisable, and fully disclosed. Nothing porous, nothing with undisclosed softeners, nothing sold as a mystery blend.
Each listing states what the piece is made of, how to clean it, and which lubricants are safe with it. If we cannot tell you, we do not stock it.
Are your products medical devices?
No. They are for personal wellness, education and pleasure. They are not medical devices and are not intended to diagnose, treat, cure or prevent any condition.
Are they inclusive of all bodies?
Yes. The range is chosen to support a range of anatomies, identities and experiences. Our Beyond collection in particular does not assume a body type or a partner.
What are the Sol supplements, and who are they for?
Dietary supplements, formulated to support women through perimenopause and menopause, alongside a broader daily range. They are for adults, and they complement a healthy lifestyle rather than replacing advice or treatment from your doctor.
If you are pregnant, breastfeeding, taking prescription medication, managing a health condition or preparing for surgery, speak to your doctor or pharmacist before starting anything new.
How do I take them?
Suggested use is printed on each label. Take them consistently as directed. Always read the label.
Do you ship to my country?
The destinations available to you are shown at checkout. If a country does not appear there, we cannot deliver to it at the moment. We cannot deliver to US military addresses. If you are unsure, email us before ordering.
How long will delivery actually take?
Books: 5 to 7 business days to sign and post, then standard Australia Post timeframes within Australia, longer internationally.
Supplements and pleasure products: be realistic with yourself. 1 to 5 business days to prepare, then international transit, then customs clearance. Most land inside 1 to 3 weeks. Customs is the most common cause of a delay and it is the part none of us can hurry.
Can I change my address after ordering?
Only before fulfilment begins, which can be quick. Once an order has entered fulfilment we cannot amend or cancel it, so please check your address at checkout, including unit number and postcode.
Where can I learn more?
Start with the Sex Toy Guide or Sex Toys for Beginners. For courses, visit the Academy. For media enquiries, see Press & Media.
Sol products are dietary supplements, not medicines. They are not intended to diagnose, treat, cure or prevent any disease, and nothing on this page is medical advice. Always read the label and follow the directions for use. If symptoms persist, talk to your health professional.
Still stuck
A real person reads every email.
If your question is not here, send it. We reply within 1 to 2 business days, Monday to Friday.