Frequently Asked Questions
Having your own account is an easy way to manage your orders and keep things flowing smoothly. Your customer account lets you check the status of your order, see and download your sales receipts, submit and track a return and get personalised support when you contact our Customer Services team, and more besides. You can also use your account details to log in whenever you place an order, saving you time by making it quicker to add billing and delivery information.
Creating a customer account on VirilPatch.com couldn’t be easier! At the final stage of placing your first order, you’ll be given the option to save your details. If you tick that box, we will simply ask you to choose and re-enter a password. When your order is finalised, your VirilPatch.com account will be automatically created and immediately accessible, so you can check your order status at any time.
If you can’t remember your password, simply click on the “Forgotten password?” link. You will then be prompted to enter the email address associated with your account. Once you submit this form, you will receive an automatic email containing a link to reset your password. Our advice: Always choose a secure a secure password with a minimum of 8 characters, and use letters, numbers, lower and upper case and special characters.
To log in to your customer account, just enter the email address you used to register and your password and click the button to submit. You can either log in as soon as you visit the site, or at the final stage of a new order. If you have problems logging in, check you’ve used the right email address and that you’ve entered your password correctly. If you’re not sure or have repeated problems logging on, reset your password as explained above.
Changing your customer account information is simple and easy. At any time of day or night, you can log into your account and check or change your personal information. If you need to update them, you can do it whenever suits you. Please note that for obvious legal reasons relating to accounting, we cannot however delete or change information relating to an order.
You can only delete your account if you have no current orders or returns. If this is the case, in the “My Account” section you will find a link to delete your account. If you ask us to delete your account, you will need to confirm this request by clicking on a confirmation link in the automatic email we send you. Please note that for legal reasons relating to accounting, we cannot delete information relating to an order.
Yes, you can place an order without having a VirilPatch.com customer account. Please note that in such cases, our communication with you will be primarily via email. If you don’t receive information from us regarding an order placed without a customer account, please check your spam folder regularly to check that no order notifications have ended up there. We strongly recommend creating a customer account.
Data protection and client privacy is very important to us. The information in your VirilPatch.com account is used exclusively for our commercial relationship with you as a VirilPatch.com customer. This information is never sold on or shared with third parties. To find out more, see our privacy policy. We never have access to your payment information, as all bank transactions are conducted directly and completely securely with our payment service providers.
VirilPatch.com is the official site where you can buy VirilPatch and
also find all the relevant information about the product. For sales,
online payment and shipping and returns management, VirilPatch.com has a
partnership with 
. Thanks to this partnership, VirilPatch.com
customers get a great service, and we can offer the high level of
security and discretion relating to their purchases that our
customers expect.
When you create a customer account on VirilPatch.com, you will receive a
certain number of emails from us. Order notifications cannot be
disabled. However, when you log on and visit the “My Account” area,
you can manage your preferences. You can subscribe or unsubscribe to
the VirilPatch.com and promotional mailing list. You can also
subscribe or unsubscribe to the VirilPatch.com and partner
mailing list.
When you place an order at VirilPatch.com, you will receive an email notification at each step of the fulfilment process. You can also log on to your customer account and check your order status at any time of day or night. If you have placed an order but haven’t yet paid, you will see a payment link. Once payment is complete and verified and the order is dispatched, you will also find a dispatch number, as well as a tracking number if available.
You cannot edit an order you have already placed with VirilPatch.com. If you want to edit an order, you have to cancel the order and then place a new one. If you haven’t yet paid for the order you wish to cancel, you don’t need to do anything. If you have already paid for the order you wish to cancel, but it hasn’t yet been dispatched, you will be able to see a cancel button. If the order has been paid for and has shipped, it cannot be cancelled. If this is the case, you will need to make a return request and then place a new order.
Have you placed an order with VirilPatch.com that you would like to cancel? If you haven’t yet paid for the order you wish to cancel, you don’t need to do anything. Unpaid orders are automatically and permanently cancelled after 30 days. If you have already paid for the order you wish to cancel, but it hasn’t yet been dispatched, you will be able to see a cancel button. If the order has been paid for and has shipped, it cannot be cancelled. If this is the case, you will need to make a return and refund request.
Have you placed an order on VirilPatch.com but want to change the delivery address or billing address? Unfortunately it’s not possible to change the delivery or billing address once your order has been received. When you log in to your customer account, the system may still give you the option to cancel your order. If so, you can cancel it and place a new order with the new address. If the order cannot be cancelled, this is because it’s already being processed.
Have you placed your order and want to know when it might arrive? Or perhaps you want to check when you can expect an order before submitting it? When you place an order with VirilPatch.com, if it’s received and paid before 4pm it will be processed that day. Orders received and paid after 4pm are processed the next morning. We send orders by priority delivery, so your order will reach you as soon as possible.
When you order from VirilPatch.com, you will always be issued with a shipping number. This number may allow you to track your order to the point of delivery, depending on the shipping method. Please note that in some cases, a parcel may not be trackable throughout its journey. This is the case for certain countries where the tracking system doesn’t work beyond a certain stage. Sometimes the transporter or postal service concerned don’t scan the barcode regularly. The tracking number is sent out by email at the time of dispatch. It is also available via your customer account.
Have you placed an order with VirilPatch.com but haven’t received confirmation? When you place an order on our site, you will get email confirmation. If you haven’t received this confirmation, check in your email provider’s spam folder. If you still can’t find our confirmation message, log on to your client account and click “Order History”. If you haven’t got a client account or if you cannot find any record of your order for whatever reason, your order was probably not received. Place a new order instead.
Is something wrong with an order you’ve received from VirilPatch.com? Please accept our sincere apologies. We will do everything we can to sort out the problem. If an item has been damaged in transit, you can request a return and exchange. If something is missing, please contact Customer Services so we can send it to you as quickly as possible. Please do not send anything back without having gone through one or other of these procedures.
Have you been trying to submit an order to VirilPatch.com without success? Please accept our sincere apologies. We will do everything we can to fix the problem for you. There are a number of reasons why you might not be able to submit your order. Take a look through these FAQ to see if any of the examples apply to you. If you can’t find an answer to your problem, please contact Customer Services from Monday to Friday, 9am to 6pm.
VirilPatch.com offers free delivery to the following countries: Mainland France and French overseas territories, Belgium, Switzerland, Lichtenstein, Luxembourg, Monaco, Andorra, Spain, Portugal, Italy, UK, Ireland, Iceland, The Netherlands, Germany, Austria, Denmark, Norway, Sweden and Finland. Where you see the option to deliver to another country, shipping costs with a private company such as UPS or FEDEX will be added to your total (sent as recorded delivery with signature required).
Payment methods vary by country. When you come to check out, you will see a list of payment methods available for your country at the time of ordering. You can then choose your preferred payment method. In general, we offer payment by debit card or by credit card. You can also pay by bank transfer. In some countries, you can pay using local methods such as cheques in France or Postcards in Switzerland.
When you pay by debit or credit card, sometimes your payment is declined. First of all, try again and check you have entered your details correctly. It’s easy to make a mistake with your card number, expiry date or security code. If it still doesn’t work, you may have gone over the agreed limit on your card. If this happens, use another payment method such as bank transfer.
We accept Mastercard, Visa and Maestro cards as soon as the card issuer has activated the internet payment function. Please note that for security reasons, in most cases you will need to give 3D Secure authentication via an SMS code or your bank’s mobile app. In some rare cases, you may have a physical device from your bank into which you insert your card, type your PIN and the receive a unique identification code.
VirilPatch.com accepts payments by cheque. To pay by cheque, print out
your order confirmation. Don’t forget to date and sign your cheque,
made payable to “Urbipay Sàrl”, and put the cheque and confirmation
together in an envelope, making sure that you have paid sufficient
postage. Then send it to:
Urbipay Sàrl
30 Rue Auguste Piccard
01630 Saint-Genis-Pouilly
France
If you don’t have a printer and so can’t attach your order
confirmation email, write your order confirmation number on the back
of your cheque and send it off in the same way.
VirilPatch.com accepts payments via bank transfer in euros into our bank
account. You must pay any transfer fees. If you are paying by bank
transfer, your order will not be processed until we receive payment
into our account. Please also make sure you give your order number
in the payee message, so that we can process and dispatch your order
as quickly as possible. Send your payment to the following account:
Account holder: Urbipay Sàrl, 01630 Saint-Genis-Pouilly, France
IBAN: FR76 3000 3043 3600 0200 0635 084
SWIFT/BIC: SOGEFRPPXXX
Payments made via the online shop at VirilPatch.com and
are completely secure. We and our payment partners use completely
secure methods with encrypted data. Moreover, we don’t retain any
information relating to your payment. If, despite these security and
privacy guarantees, you aren’t comfortable with online card
payments, we suggest that you use one of our alternative methods of
payment.
VirilPatch.com does not currently allow payment by instalments, but we may do so in future. If you would be interested in paying by instalments, please subscribe to our news and offers mailing list. That way we can let you know if we make this payment method available. To sign up to our mailing list, you will need a customer account with us, but you don’t need to have placed any orders.
We understand that sometimes time is of the essence. Unfortunately, we cannot send out an order until we have received payment for it. If you are in a rush, we recommend paying by debit card if possible. Orders paid by debit card are verified immediately. Often they are processed the same day, or at the latest the next working day. We advise you to always plan your purchases in advance, or to buy in larger quantities (our bulk discounts are always well worth a look!).
Do you have a discount code that isn’t working? Where did you find the code? If you found it on a website, it’s possible that the discount code was invalid or relates to a promotion that has now expired. If you received the discount code from us and you are certain that it hasn’t expired, that it hasn’t already been used and that the items in your basket are eligible for the discount, contact Customer Services so that they can check whether your discount code is valid.
When you place an order with VirilPatch.com, a sales receipt is generated as soon as the payment is validated. If you pay by debit card, your sales receipt will be available immediately. If you pay by bank transfer or cheque by example, your sales receipt will be available as soon as we have validated and registered your payment. When your sales receipt is generated, it will be sent to you by email. If you have a customer account, your sales receipts will also be available for download at any time in the “My order history” section.
Have you taken delivery of an order from VirilPatch.com that you would now like to return? Before sending your order back, you must first contact Customer Services. They will manage your request and send you a case number. Once you have been given a case number, you can return the order to us along with this number. The case number means we can process your return quickly once we receive it. It makes it easier for us to rectify problems and ensure you are completely satisfied.
When you place an order at VirilPatch.com, it can be cancelled up until the point we start to process it. To cancel an order, you need to log in to your customer account. If the order hasn’t been processed yet, you’ll see a “Cancel order” button in the “My order history” section. If you haven’t paid for your order yet, there is no need to cancel it. Orders that aren’t paid for within 30 days are automatically cancelled by the system and their status is changed to “Expired order”.
When you order from VirilPatch.com, you benefit from a “satisfaction or your money back” guarantee for 14 days following receipt of the merchandise (evidenced by the date as postmarked). As for standard returns, you need to contact Customer Services. They will take details of your request, ask for your bank details so they can refund you via bank transfer and give you a case number. Once you have been given a case number, you can return the order to us along with this number. Once your return has been received, your order will be totally refunded within a maximum of 3 months.
VirilPatch.com offers a “Satisfaction or your money back” guarantee for all products ordered from our site. To take advantage of this guarantee, you must return your order to us. As for standard returns, you need to contact Customer Services. They will take details of your request, and, where appropriate, ask for your bank details so they can refund you via bank transfer and give you a case number. Once you have been given a case number, you can return the order to us along with this number. Once your return has been received, your order will be totally refunded within a maximum of 3 months.
With the “Satisfaction or your money back” guarantee on all products on the VirilPatch.com website, we will unconditionally refund your order. To take advantage of this guarantee, you must return your order to us. As for standard returns, you need to contact Customer Services. They will take details of your request, and, where appropriate, ask for your bank details so they can refund you via bank transfer and give you a case number. Once you have been given a case number, you can return the order to us along with this number. Once your return has been received, your order will be refunded within 3 months.
For obvious hygiene and safety reasons, it isn’t possible to exchange items bought from VirilPatch.com. If you are not entirely satisfied with your order, please accept our apologies. We will do our best to rectify the situation. You can take advantage of our “Satisfaction or your money back” guarantee, which applies to all the products on our site. To make use of this guarantee, please see the steps to follow laid out in response to the question “How do I make use of the “Satisfaction or your money back” guarantee?”.
When you return an order, the risks and costs associated with returning the item (loss or damage) are your responsibility. We will only refund/exchange orders where a case number has been obtained in advance from Customer Services and the order has been returned to us. We do not accept any responsibility if you fail to follow the required procedure as requested and we are unable to process your return or there is a delay in processing your return.
In general and where possible, we refund customers via the payment method they used to place the order. In some circumstances, Customer Services will ask for your bank details so you can be refunded by bank transfer. In such cases, you will be asked for your IBAN and BIC/SWIFT code. The bank account must be in the name of the person who is named on the billing information for the order being refunded. All refunds are paid within a maximum of 3 months.
If the price goes up on a product that you return to us between the date you ordered it and the date of the exchange, you have nothing further to pay. We do not charge you the difference in price. Please note, however, that if the price has gone down, you cannot claim a refund for the difference. The sale is concluded on the day of ordering, at the price and under the conditions specified at that time, whether the order is subject to an exchange/refund or not.
When you order from VirilPatch.com, you benefit from a “satisfaction or your money back” guarantee for 14 days following receipt of the merchandise (evidenced by the date as postmarked). As for standard returns, you need to contact Customer Services. They will take details of your request, ask for your bank details so they can refund you via bank transfer and give you a case number. Once you have been given a case number, you can return the order to us along with this number. Once your return has been received, your order will be totally refunded within a maximum of 3 months.
