Frequently asked questions
Starting from which age can I order products on the Filo website?
You must be at least 12 years old to order products sold by Filo. By using the Filo website, you are confirming that you are 12 years or older. For more information, please see 'Acceptable Use Of the Website’ in Terms & Conditions.
Where do you ship from?
All orders ship from Lelystad (the Netherlands).
Where do we ship to?
We currently ship to all European countries (ESTLAND, FRANCE, GREECE, HUNGARY, ITALY, KROATIA, LETLAND, LITHUANIA, LUXEMBOURG, MALTA, AUSTRIA, POLAND, PORTUGAL, ROMENIA, SERVIA, SLOVENIA, SLOVAKIA, SPAIN, CZECH REPUBLIC, SWITSERLAND, SCANDINAVIA) and the UK & IRELAND
Which parcel service do you use?
We ship with PostNL/DHL/DPD/GLS.
Will there be any shipping costs?
The shipping costs to the Netherlands, Belgium and Germany are: € 5,95. The shipping costs for other countries depend on the weight of the parcel and will be shown when finalizing your purchase. For orders above € 50,00 (for shipment within the Netherlands) we don’t charge any shipping costs. In case of special promotions, the shipping costs may be different.
Will there be any additional costs or taxes?
Orders shipped to anywhere outside of the Netherlands may be subject to your countries duties and taxes, which are not included in our shipping rates. Filo is not responsible for your country’s duties and tariffs, brokerage fees or any delays due to custom's issues. We are not responsible for delays due to customs and import laws. If you fail to pay the duties and taxes or fail to do so by your country’s set deadline, your order will be abandoned and you will not receive any refund from Filo.
How long does it take before my order will be shipped?
Orders which are placed before 8:00pm will be send out the same day. If an order is placed on Friday before 8:00 pm the order will be shipped the following Monday. Please keep in mind the extra time during national holidays and weekends.
What if something is out of stock?
We cannot fulfill your order, but we will e-mail you when the items are back on stock if you want us to.
Can I cancel or change my order?
An order cannot be cancelled after it’s placed and you have received a confirmation. If you made a mistake in your order, send an e-mail to info@myownfilo.com and we will check what we can do for you.
Where is my parcel?
You will receive an e-mail from the parcel service once your parcel is shipped. Please also check your spam folder. If you have not received an e-mail, please contact info@myownfilo.com.
Return policy
We offer return and exchange within 10 days of receipt. Items must be unworn and unwashed, with all labels attached and in their original packaging.
Some of our products cannot be returned because of health protection and hygienic reasons after removing the seal (Dutch Law Article 0, lid 8). The following items cannot be returned after removing the seal: pleasure tools, underwear and cosmetics. Other products need to have the
original packaging and cannot be damaged. Once we have received your return, we will inspect the conditions of the item. If the conditions matches provided before, we will refund the money back to your account.
Return cost
The cost of return is for the customer. Please consult the costs
and taxes in your country for the return package.
Faulty item?
In case you have received a wrong or damaged product, please send an email with a picture to info@myownfilo.com so we can solve your problem.
How can I return my products?
If you want to return your product, please do this within 10 days after receipt and send an e-mail to info@myownfilo.com. We will respond to you within working days and will send you a link where you can process your return order. Please include in your e-mail: order number, photos of the item, reason of return, photos of the seal/packaging around the item (if applicable).
Some of our products cannot be returned because of health protection and hygienic reasons after removing the seal (Dutch Law Article 0, lid 8). The following items cannot be returned after removing the seal: pleasure tools, underwear and cosmetics. Other products need to have the
original packaging and cannot be damaged. Once we have received your return, we will inspect the conditions of the item. If the conditions matches provided before, we will refund the money back to your account.
Can I exchange the item bought for another item?
We do not offer exchanges on any items, unless you have received the incorrect or malfunctioning item.
When can I receive my refund?
After receipt of the parcel, we will inspect the products with the provided conditions. And you will receive an e-mail notification letting you know when the refund has been processed. This can take around 3 working days, please note that a credit card transaction may take a
little longer.
What are the warranty conditions?
All items you buy from us comes with a legal guarantee. This means that an item must be in good condition upon delivery and function properly under normal use, as you can expect.
Where can I find my guarantee certificate ?
Your invoice is your guarantee certificate. You can find this under Orders under
'order details'. It is not necessary to add your guarantee certificate for repair. We will add this for you when you register a complain. The repairer automatically receives the guarantee certificate when registering a repair.
What does Filo stand for?
Filo is a company from and for women en we would like to build a bridge between trust and female knowledge about their own bodies. The gap between knowing and wishing is huge with most women. It suprised us that there is a lot a insecurity and unknown on the field of the female body and it’s sexuality.
At Filo we share knowledge, stories en products with women of all ages. We develop tools for women to discover themselves, but above all experience their needs and find their boundaries.
What does climaxing mean?
Climaxing or getting an orgasm is a sexual discharge during sex or masturbation. The feel or effect can vary per woman and can be experienced differently, although most women experience it as a calming and blissfull feeling. When the woman climaxes or reaches her orgasm, the entrance of the vagina, cervix or anus shocks. You loose control over the muscles for a few seconds and this is described and experienced as pleasureable. Some women are able to climax multiple times on a row while others become relaxed and sleepy. Every woman experiences her climax, her orgasm in a different way and that is fine!
Climaxing or getting an orgasm is absolutely not for everyone during sex or masturbation.
What is the difference between a vibrator and a dildo?
The most important difference between a vibrator and a dildo is that a vibrator has frequencies and works on batteries or with a charger. These vibrations stimulate your clitoris, your vagina or anus which gives an exciting dimension to it. These vibrations vary from slow to quickly and from shaking to pulsating or thrusting. A dildo doesn’t vibrate and most of the time has the shape of a penis, sometimes even lifelike. A dildo has a shaft, a head of the penis and can show veins just like a real penis.
It varies per woman what she prefers because everyone has different needs and experiences they feel comfortable with. It is not neccesary to use a tool to get to a climax, but it is also not guaranteed that you will get an orgasm when you use a tool although a tool can certainly stimulate this.
Are the pleasure tools discreetly packed?
At Filo we want to be open about using pleasure tools and we feel it is no longer neccessary to hide our tools due to the friendly way they look and the message we spread. However, the box in which we send you your purchase is brown on the outside without any logo or Filo company information. So it will arrive at your home discreetly.
Are the cosmetic products tested
on animals?
All our cosmetics are produced in the Netherlands and are cruelty free so not tested on animals and made of natural materials.
Which payments do you accept?
We accept Ideal, Visa, Mastercard, Amex, Maestro, Shop Pay, Apple Pay, Google Pay and PayPal.
Will there be any additional costs or taxes?
Orders shipped to anywhere outside of the Netherlands may be subject to your country’s duties and taxes, which are not included in our shipping rates. Filo is not responsible for your country’s duties and tariffs, brokerage fees or any delays due to custom's issues. We are not responsible for delays due to customs and import laws. If you fail to pay the duties and taxes or fail to do so by your country’s set deadline, your order will be abandoned and you will not receive any refund from Filo.
Is it possible to purchase giftcards?
You can buy digital giftcards, and these will be send to the e-mailadress you have mentioned when placing your order.