Orders & Returns

Orders & Returns

Order Issues & Cancellation

We’re really quick at packing your order up which means we can’t make any changes once you’ve placed it. This includes changing the delivery option, delivery address or payment method.

However, you may be able to cancel your order and place a new one instead. Please get in touch with us to we can see whether this is possible before placing a new order.

We want to sort out any issues with incorrect items straight away.

If one of the items you received isn’t what you ordered, please send it back to us and we’ll refund you as soon as it’s arrived back at our warehouse. Please do not open the packaging or cellophane wrap, as this may void your refund.

Follow the steps on this page on how to return an order.

If you still want to order the other product, and it is still in stock then please place an order through our website as normal.

We’re really quick at packing your order up which means we operate a strict cancellation policy should you wish to do this after it has been confirmed. There are varying time limits in which you can cancel your order dependent on which delivery option you’ve chosen:

UK Priority Delivery – 30 minutes

UK Express Delivery & all other options – 60 minutes

Follow these steps to issue a cancellation request. If you have an account, go to My Account and click My Orders. Press the Cancel button next to the order you wish to cancel. If you checked out as a Guest, please submit this form to request cancellation.

We try to respond to all requests within 24 hours. You will receive a cancellation confirmation email if your request has been successful.

If you have cancelled your order outside of the above time limits, your order may have already been dispatched. Therefore, you will have to return the products to us within our cancellation period and follow the steps to do so on this page. Please ensure however that you do not open or void any of the packaging, including the cellophane wrap, as we will be unable to process a refund if this has occurred.

We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately. If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you’re not missing anything. If an item is missing, please contact us through our online support form. We will resolve the issue for you as quickly as we can.

If you are a consumer in the European Union, you have a legal right to a “cooling-off” period within which you can cancel your order for any reason. This period begins once your order is complete and we have sent you your order confirmation. You may also cancel for any reason before we send the order confirmation.

In addition, we offer a further Goodwill Guarantee which extends the legal cooling-off period within which you may change your mind, cancel, and return the Goods as detailed below. The legal cooling-off period ends 14 calendar days after the day on which you (or someone you nominate) receive(s) the Goods. Our Goodwill Guarantee extends this period to a total of 30 calendar days. You can read more about this in clause 12 of our Terms & Conditions.

If you wish to exercise your right to cancel under this, you must inform us within the cooling-off period (as extended by our Goodwill Guarantee). We need written confirmation of cancellation from you, so you’ll need to get in touch with us via our support request form. Select “Cancel Order” as the reason for you contacting us.

  • If you have already received your order, you will need to return to us the items from your order that you wish to cancel. Once you let us know you’d like to cancel and we receive your confirmation email, we will write and let you know how to do this.
  • If you’re returning your whole order and you’ve paid for delivery we’ll refund the cost of Express Delivery to your country even if you’ve used one of our quicker delivery options. For example, if you pay £5.99 for a UK Priority Delivery service but the cost of Express Delivery is £2.99 then we will refund you £2.99. The extra £3.00 is not covered under these regulations. If only part of your order is returned, any delivery charge you paid won’t be refunded.
  • The items you return must be unopened and in their original condition. This includes the cellophane tamper seal around the packaging being fully intact. We will be inspect the items once we have received them. If we find any of the packaging has been tampered with, we will be unable to refund you.
  • We are unable to accept any return for lubricants, condoms or cleansers.
  • We try hard to accept all returns. Returns to us need to have the cellophane tamper seal around each item and ideally returned to us in the same packaging in which they were delivered to you. It is your responsibility to ensure that the returned items are packaged well enough that they won’t get damaged on the way back to us.
  • In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. In this case we will not refund you. If we do not receive the cancelled order back, we may arrange to have it collected at your cost.

 

If you’ve cancelled an order through My Account within the time limits specified, then we won’t have taken any money for your order. We only take the money for an order once it’s been sent to our warehouse to be packed up.

Depending on which payment method you selected at checkout, the time it takes for the money to become available again can vary.

Credit / Debit card – your payment provider will reserve the funds ready for us to take. You may notice the amount on your bank statement with a ‘Pending or Reserved status’.

PayPal / Amazon Pay – the funds will be reserved ready for the payment to be authorised. You may notice a pre-authorisation transaction ID on your account.

When you cancel the order the reserved funds will be made available to you again. However, this can take up to 10 working days and we have no control over this. 

If after 10 working days, you still have not received the funds – please get in touch with us and we will look into this further.

Returns & Refunds

If you have changed your mind and would like to return your order, or part of your order – don’t worry. We operate a 30 day returns policy. These 30 days is inclusive of your legal right to a 14 day “cooling-off” period within which you can cancel your order for any reason. You will find full details of our returns policy in our Terms & Conditions.

Any items you return must be unopened and in their original condition. This includes the cellophane tamper seal around the packaging being fully intact. We will be inspect the items once we have received them. If we find any of the packaging has been tampered with, we will be unable to refund you.

It is your responsibility to ensure that the returned items are packaged well enough that they won’t get damaged on the way back to us. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. In this case we will not refund you. If we do not receive the cancelled order back, we may arrange to have it collected at your cost.

If you wish to cancel or return a full or part order you must submit a request through our online form here.

Please select the option “Returns & Refunds” and make sure to include your order number. We kindly ask if you could say why you have chosen to return your products in the description field as the answers you provide help to improve our products and service. However, please note that you are under no obligation to provide any details if you do not wish to.

A member of our support team will respond to your request within 24 hours, but this can sometimes take longer especially during holiday periods. This response will include steps to printing a returns label. Don’t worry if you don’t hear back from the team after the 30-day period – return requests are effective from the date and time at which you submit your request. If, for example, you send us a request via the online form by 23:59:59 on the final day of the return period, your cancellation will be valid and accepted.

We are only able to provide customers with a returns address once we have received notification from you that you wish to cancel or return a full or part order, within our returns period. Please submit a request through our online form here.

We are only able to provide customers with a returns address once we have received notification from you that you wish to cancel or return a full or part order, within our returns period. Please submit a request through our online form here.

At this time, we are only able to offer a refund of delivery charges to UK customers. If you’re returning your whole order and you’ve paid for delivery we’ll refund the cost of Express Delivery to your address even if you’ve used one of our quicker delivery options. For example, if you pay £5.99 for a UK Priority Delivery service but the cost of Express Delivery is £2.99 then we will refund you £2.99. The extra £3.00 is not covered under these regulations. If only part of your order is returned, any delivery charge you paid won’t be refunded.

We do not refund any delivery charges paid to customers situated outside of the UK.

Please note however that you must bear the postage or courier costs associated with returning any products.

For UK returns, we charge a fixed fee of £2.99 for our Royal Mail Tracked Return Service irrespective of the number of items and subsequent weight of products you are returning to us. This will be deducted automatically from any eligible refund. This is the only method of returns we accept. We are unable to accept returns where the customer has arranged and paid for the courier fees directly.

For International returns, please submit a support request and we will inform you of any necessary return delivery charges.

We have a different returns process for faulty items, you can learn more about this on our Warranty page.

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