We want our customers to be fully satisfied with the choice they have made. If for any reason you are not happy with your order we offer easy returns and exchanges for all our customers in the United Kingdom.
We offer a 28 days Return & Exchange Policy. If 28 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
You have the right to cancel this contract within 14 days without giving any reason (more information about your Right to cancel in our Terms&Conditions).
Please note that your right to cancel or return a Product does not apply to certain types of Products. The following list provides a non-exhaustive list of the types of Products you cannot cancel or return:
- Sex Toys in any condition due to hygiene concerns, unless faulty
- Latex wear, if the hygiene seal has been broken
- Knickers, bodysuits, playsuits and swimsuits that have been tried on in direct skin contact; all of these items must be tried on over your own lingerie (please note that only the swimsuits have the protective adhesive strip.)
- Intimate play items including candles, lubricants, massage oils, condoms and toy cleaner which have been opened, tested or partially used
- Bondage items in any condition unless faulty due to hygiene concerns: Ball Gags, Collars, Wrist Cuffs, Ankle Cuffs, Blindfolds, Eye Masks, Pinwheels, Jewellery, Nipple Pasties, Clamps and Feather Ticklers.
- Hosiery items if their package has been opened
- Face Masks
- Incomplete, damaged, worn, altered and washed items.
- Gift vouchers are non-refundable and cannot be exchanged for cash.
To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging and have all tags intact.
Returns are super simple and easy with Collect+.
Click here to process a return.
You must request a return within 28 days of delivery for a FULL REFUND.
Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or as described. Please note that items which are damaged or as a result of normal wear and tear; by accident; or through misuse will not be considered faulty.
If your item is faulty when you receive it, you can return it for a refund within 28 days from the date you received it. If you have owned your item for longer than this, then please contact our Customer Services team and we will try to help where we can.
When reporting these to us please ensure you have photographed the issue as we will ask for this to conduct our investigation.
As you will agree and appreciate for hygiene reasons, sex toys, intimate play items (which have been opened, tested or partially used), hosiery items (if their package has been opened), jewellery, nipple pasties, clamps and feather ticklers cannot be returned due to the intimate nature of the product.
Please ensure that all intimate lingerie is tried on over your own underwear.
Returns are free for faulty items. For any other reason we charge £3.99. Creating a returns label is free, we will simply deduct £3.99 from your refund. You are responsible for the charges of the return shipping if the item is not faulty.
We offer exchanges on all products except discounted items.
Exchanges must be requested to us via our Returns Centre within 28 days of receiving the product, and after being approved the order must be then returned to our warehouse within 14 days of the approval. Items sent for exchange must be unused and in the same condition that you received it. It must also be in the original packaging in re-saleable condition.
Once the exchange is received, validated and then approved, we usually send out a replacement the same working day, but please note it can take up to 7-12 working days to reach you. All communication will be sent via email to the customer.
The product must be returned, reach us, and be validated before any exchange can be issued.
If a product arrives to you damaged or faulty, please get in contact with a photo or video and a full description of why / how you believe it to be faulty. Faulty items must be returned, we will examine and verify your exchange or refund, upon which a replacement will be sent out or a refund can be issued. You will be notified by email throughout this process.
For refunds, you have 14 days from receiving your item to request a refund, you then have 14 days after the refund request approval to return the product to us.
Once your refund claim is approved you will be sent a pre paid returns label. Returns cost, unless faulty, are the responsibility of the customer. The cost of the return (a set fee of £3.99) is deducted from your refund.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. No refund will be issued without the item, whether faulty or not, being returned to us.
Once the requested refund product is verified and approved by our team, the refund is processed on the same working day but can take up to 10 days to be credited to your account (depending on your bank).
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org