If you’re not happy with something you purchased from us, you can usually only return it to us within 28 days of receipt.
Items must be unworn, unwashed and in their original condition (with all tags and labels intact for lingerie, and all seals intact for toys, accessories or boxed items).
What cant be returned?
- All sex toys, where the packaging/box has been opened or the security seal removed or broken, unless the item has been returned to us and on inspection is found to be damaged or faulty and is still within warranty,
- Lingerie, which has been worn, or where the hygiene seal, tags or labels have been damaged or removed,
- Hosiery, which has been worn or where the seal is broken,
- Products where the packaging states that the item cannot be returned if the packaging is open or has been tampered with;
- Items purchased as part of a set or promotion, but which have been returned separately or as an incomplete set.
- Face coverings, earrings and other pierced jewellery due to hygiene reasons
What are your warranty periods?
If you bought your item online and it's damaged or develops a fault, you can return it to us if it's still within warranty, details as below:
- Toys - 12 months
- Lingerie, nightwear, and fancy dress - 3 months
- Gift sets, novelty items and accessories - 3 months
Please note, items bought as part of a set and where one of the items is faulty must be returned as a complete set.
How do I return my damaged or faulty item to you?
- Just package up your your damaged or faulty item and send it back to us, for free, via our standard return methods. You can find more information about returns here.
- If you don’t have your original order confirmation email, you can get a new returns form here.
- Make a note of the tracking number in your returns confirmation, incase we need locate your return at any point.
What happens when my item reaches you?
Once your parcel reaches us, our Returns team will test your item, so we can provide valuable feedback to our product development team.
If it's faulty, we will process a refund for you or send replacement.
Can I take my faulty or damaged item into a store?
If you visit one of our stores with proof of purchase, our store colleagues will happily refund or exchange the product if it's faulty or damaged. In order for our colleagues to do this, you'll need to bring along your original order confirmation email.
Please note, Stores are unable to refund Clearpay, Klarna or PayPal purchases in store. he same applies if you purchased through one of our Ambassador’s websites. If you’d prefer a refund, you’ll need to send your items back to our warehouse.
What if I've no longer got my receipt or order confirmation email?
If you haven't got your original proof or purchase, or have any other issue, please contact our Customer Services Team for further advice.