Choosing, Care & Order Help
A practical starting point for choosing a Dr.YUU design, looking after it and getting help with an order. This store and its products are for adults aged 18 and over.
How do I choose a design?
Start with your preferred features, the space available for use and storage, and how much cleaning or maintenance you are comfortable with. Compare the individual product page rather than relying on the illustration or category name alone.
- Manual designs: you control movement and pace. Compare dimensions, weight, texture and construction.
- Powered or automatic designs: check the stated movement or vibration functions, controls, charging requirements and which parts can be washed.
- Heated designs: check the model's temperature guidance, warm-up instructions and operating limits. Heating is not available on every product.
- Oral, torso and other shaped designs: compare shape, size, weight and storage needs. Styling does not confirm a particular function or material.
Browse the collection or email us with the product name and the details you want to compare. Availability is shown on the product page.
What should I check before first use?
Check the order, parcel and product information before removing a hygiene seal. After opening, inspect the item and accessories for damage or anything unusual. If something is wrong, contact support before using it. Read the supplied instructions, including material compatibility, cleaning and any charging or waterproofing limits.
How should I clean and dry it?
Follow the instructions for your specific model. Clean washable parts using only permitted methods and products. Do not assume the whole item can be immersed: keep water away from charging ports, motors and electrical parts unless the instructions expressly permit washing them. Gently pat dry with a soft, lint-free cloth and allow all washable surfaces and internal areas to dry fully before storage.
Which lubricant and care products should I use?
Use a compatible water-based lubricant according to the product instructions. Confirm compatibility before using another type. Use specialist care powder only where recommended for that product; ordinary baby powder is not a substitute. Do not boil, disinfect with high heat or use harsh cleaning chemicals unless the model's instructions allow it.
How should I store my item?
Store it clean and completely dry, away from heat and direct sunlight. Follow the supplied guidance on storage cases and keeping different materials apart. Stop using an item if you notice cracks, deterioration, persistent unusual stickiness or odour, or if use causes pain or discomfort.
Can I change, cancel or return an order?
Email support promptly with your order number to request a change; changes depend on processing and dispatch status. Eligible UK online purchases generally have a 14-day cancellation notification period after receipt, followed by 14 further days to return. Unsealed hygiene-sensitive goods may be excluded from change-of-mind returns. Faulty, incorrect or misdescribed goods are covered by separate statutory rights. Read the full Returns & refunds policy before opening or returning an item.
How do I contact support?
Email service-uk@dryuu.com with your order number or product name and a short description of your question. For a fault, clear photographs of the item or packaging can help; do not send intimate images or payment credentials. Obtain return instructions before sending a parcel.