At Durex AU, we're committed to making your shopping experience fun, easy and convenient. That's why we have put together the answers to our most frequently asked questions, so that you can shop with confidence. However, if you still need to contact us, please send us an email at firstname.lastname@example.org and a member of our Customer Services Team will come back to you within 24 hours!
All our listings are marked as Private. When you buy from Durex AU, the only person that will get excited about your parcel is you. We use boring-looking brown boxes, with no indication of the contents inside. Even the returns address doesn't say Durex!
Q: Why use Durex?
A: We have more than 80 years of experience of manufacturing condoms. So it’s hardly surprising that Durex is the world’s leading condom brand. All our condoms use only fine quality raw materials. And every single one is electronically tested for holes and imperfections. We lead the way in innovation too - for instance, all standard Durex condoms are now easy on allowing them to be easy and quick to put on and more comfortable to wear.
Q: What do I do if there is an issue with the product, or I get an allergic reaction as a result of using it?
A: We would like to discuss this further with you, please contact our Consumer Relations Team on 1800 226 766, or write to us at RB Consumer Relations, 44 Wharf Road West Ryde NSW 2114.
Q: What email communications will I receive after placing my order?
A: Once you have completed your order you will receive the following communications:
- Order Confirmation email - to confirm that your order has been received.
- Payment Received - to confirm that your payment has been processed by PayPal.
- Despatched email - to confirm that your order has been despatched.
- Promotional email – to inform you of new and exciting offers that are relevant to you.
- Feedback email - to remind you to feedback your comments.
Important note: Some email accounts will send any emails that are sent from addresses that are not recognised straight into your junk mail, so make sure you add email@example.com to your contacts list so that we can get in touch with you.
Q: Can I change my delivery address?
A: No, you can only change your delivery address at the time you are placing your order. Once you have submitted your order we are unable to amend the address.
Q: Can I make a bid for an item?
A: No, all items are 'Buy it Now' priced.
Q: Can you order an item that you don't have listed?
A: Unfortunately you aren't able to order specific Durex items not listed in the store. However, we are regularly reviewing our range so keep an eye out for new arrivals.
Q: Can I place several items on one order?
A: Yes - Multiple items can be placed on one order.
Q: I don't have Paypal, can I pay via another method?
A: Sorry, we only accept payment via PayPal, which is the quickest, easiest and most secure way to pay. Please note that you may still use your credit card to pay via the PayPal gateway. You do not need to sign up for a PayPal account in order to pay in this manner.
If you are unsure how to use PayPal or are having problems with your account, please contact PayPal's Customer Support team by clicking here:https://www.paypal.com/au/webapps/helpcenter/helphub/home/
Q: When will I be charged?
A: Payment is charged to your PayPal account immediately.
Q: Will I receive confirmation of my payment?
A: Yes, you will receive an email confirming your purchase, which will provide full details of your order. You will also receive a confirmation that we have received your payment from PayPal.
Q: I have paid for my item but would like to cancel the purchase. Is this possible?
A: Unfortunately, due to the automation of our ordering and processing systems, we have a non-cancellation policy. Durex AU will refund or replace your item (at its discretion) if your item is defective, damaged, or does not match its description. Unfortunately, we do not offer refunds if you simply change your mind. If you have any specific questions or queries regarding this, please get in touch with our Customer Services Team on firstname.lastname@example.org - they will look into this accordingly and come back to you in the next 24 hours.
Q: How much does delivery cost?
A: We offer free Australia-wide standard shipping for orders $69 and over. For orders below $69, a standard shipping flat rate of $10.00 is applied. We also offer Express Post at a flat rate of $12.00.
Q: How long after payment will you dispatch my item?
A: All orders placed Monday to Friday before 11am will be processed and despatched the same day. Any orders placed after 11am Monday to Friday will be despatched the next business day. Any orders placed after 11am on a Friday or over the weekend will be despatched on Monday.
Q: How long will my order take to be delivered?
A: The estimated delivery time for Standard shipping is 3-5 working days after payment has been received. The estimated delivery time for Express shipping is 1-2 working days after payment has been received. Please note that we are unable to guarantee this as it is controlled by our postal provider, Australia Post.
- All orders are despatched from New South Wales 2759, Australia
- Deliveries to WA, TAS, regional areas and other territories may take longer than stated.
- Working days are defined as Monday to Friday excluding public holidays.
- Whilst we make every effort to deliver goods in the time specified, we cannot guarantee delivery in that time period or accept liability for deliveries made outside of this time-scale. We cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries.
Q: I haven't received my order, what should I do?
A: Please use the 'Contact Us' tab at the bottom of the page to let us know and a member of our Customer Services Team will get back to you within 24 hours to validate your claim and organise a replacement.
Q: Where do you deliver?
A: We deliver to any address in Australia.
Q: Are there any Australian addresses where delivery might take longer?
A: Yes, there are certain locations including WA, TAS, regional areas and other territories where it may take longer to deliver your order.
Q: Do you deliver to PO Box addresses?
A: Yes, we offer delivery to all PO Box addresses, by Australia Post only. If you experience any issues with ordering, please contact our customer services team via the 'Contact Us' tab at the bottom of the page.
Q: What will happen if I am out when you deliver?
A: If you are not available to accept the delivery, the courier will leave a card to advise that delivery has been attempted. To re-arrange delivery, please follow the instructions on the card.
Returns & Refunds
Q: Can I return an item?
A: Durex AU will refund or replace your item (at its discretion) if your item is defective, damaged, or does not match its description. Unfortunately, we do not offer refunds if you simply change your mind.
In the rare event that the item you have received is damaged or incorrect, please refer to the return product process under FAQ 'I have received my order but the item is damaged/incorrect.'
Q: I have received my order but the item is damaged/incorrect.
A: We offer 2 options to obtain a replacement item or refund for damaged and incorrect goods.
- The quickest way is to email us at email@example.com, including your order details and a photo of the damaged/incorrect item.
On receipt of your claim a member of our Customer Services Team will get back to you within 24 hours to validate your claim and organise the requested replacement or refund.
Please contact us before leaving any negative feedback and enable us to rectify any problems with your order.
Q: When will I receive my refund or replacement?
A: If you have requested a refund or replacement for your damaged or incorrect item, we will aim to process this within 1-3 working days of your claim being approved. Please allow up to 14 days to receive your refund or replacement.
Q: What happens if the item I have ordered is out of stock?
A: At the time of the listings, all items are in stock and available. Unfortunately in rare instances, we may not be able to fulfil an order. This may occur at busy periods when a lot of people are purchasing the same items. In these instances we will contact you as soon as possible to make you aware of the issue and we will then offer you a full refund with our sincerest apologies. Where multiple items have been ordered, we will still fulfil the rest of your order.
Q: What quality tests do Durex condoms go through?
A: Every Durex condom is electronically tested to ensure it meets the standards. A random sample of condoms is also taken from each batch for more rigorous quality tests. After measuring thickness and length, samples go through an air inflation test to check for burst strength and elasticity (typically a Durex condom can hold 40 litres of air without bursting). Water leak testing is also carried out - sample condoms are filled with water, suspended for one minute and rolled on blotting paper which would show any leakage. Approximately two million water tests are carried out every month in Durex factories. If the sample fails any of the tests, the whole batch is rejected.
Q: What quality standards do Durex condoms meet?
A: Durex condoms set the quality standard around the world, by meeting or exceeding all national and international standards. We have even upgraded the requirements for the Durex Quality symbol to make sure we continue to stay ahead of regulatory standards. Here’s an example: The international standard for the air burst test is for the condom to contain 18 litres of air. But our requirement is for 22 litres - and typically a Durex condom will expand to contain 40 litres of air.
Q: Are thinner condoms more likely to break?
A: No. The thickness of the condom doesn't necessarily correspond to safety.
Q: Can I use flavoured condoms for both oral and vaginal sex?
A: Durex Taste Me (flavoured) condoms are intended primarily for vaginal sex. However, if you choose to use them in oral sex, the lubricant is able to be consumed. We recommend that if used in oral sex, a new condom be used for vaginal sex.
Q: Is it suitable to use condoms underwater or in a shower?
A: There has been no research into the performance of condoms when they are used in or under water. The risk of slippage, for example, might increase when used in such circumstances. Though the salt in seawater would not have adverse effects on condom materials, there is a strong possibility that the chemicals used in swimming pools (chlorine and ozone, for example) would. The presence of bath oils or other substances in the water or applied in the shower may also have an adverse effect on the properties of the latex condom material.
Q: Can I use condoms for anal sex?
A: There are currently no specific standards for the manufacturing of condoms for anal sex. For anal sex in particular, application of additional water-based or silicone-based lubricants to the outside of the condom once on is recommended to help reduce the risk of breakage or slippage of the condom.
Q: What do the numbers stamped on the back of the condom foil mean?
A: Due to the length of time it takes to research product information, we only provide lot number details to law enforcement agencies. However, we can give you some general information.
Durex foils and cartons are stamped with the lot number and expiration date as they come out of the manufacturing facility and are packaged for shipping. The expiration date represents the length of time the product is able to perform as indicated on the labelling based on scientific stability data. With some exceptions, Durex condoms normally have a shelf life of 5 years.
Always check the expiration date printed on the foil before using a condom.
Q: Why should I use lubes?
A: For too long, lubes have been associated with anal sex or women with vaginal dryness. But, there’s a growing trend for people to use lube simply to make sex better. Lubes can be used to enhance sensations, add a bit of fun or just top up natural levels of lubrication. Durex Play lubes have been specially designed to enhance your sexual experience!
Q: If a woman doesn't produce the right amount of lubrication does it mean that she's not turned on?
A: No. There are lots of reasons why a woman might experience dryness including stress, after having a baby, using tampons, and changes in hormone levels.
Q: Are Durex lubes suitable to use with condoms?
A: Yes - Durex lubricants are water-based, so all are suitable to use with condoms.
Q: Where on the body can lubes be used?
A: Everywhere and anywhere. Durex Play lubes are suitable to use all over the body and are suitable to consume. The only thing we wouldn’t recommend is using a tingling lubricant for anal sex as some people can experience slightly stronger sensations than others.
Q: Can you use lubes with a massager?
A: Many people find using lube with a massager a real revelation.
It lets the massager glide over the body - easily giving a more intense feeling.
All of the Durex Play lubes are suitable to use with all types of massagers and wash off easily with water.
Q: How do I apply lube and how much do I need?
A: There are really no rules here. The best thing to do is just relax, enjoy and experiment. But, when you’re trying it for the first time, simply squeeze a little lube onto your fingertips and gently apply to your intimate areas. Lube can be used with or without a condom, either when it is already on or before. Take care not to use too much before you put the condom on, otherwise it may slip off during sex. You can always apply more if you need it.