When You Can Return an Item
You can usually return items to us within 28 days of receipt as long as they comply with our Returns + Exchanges policy, this includes being:
- Unworn.
- Unwashed.
- In original condition.
- With all tags and labels attached (especially for lingerie).
- With all seals fully intact (especially for toys, accessories, or boxed items).
This helps us ensure products are safe to resell and meet our hygiene standards.
What Can’t Be Returned
For safety and hygiene reasons, certain items cannot be returned unless they are damaged or faulty within warranty:
- Sex toys where the packaging has been opened or the seal removed
- Lingerie that has been worn, or where hygiene seals, tags or labels are removed or damaged
- Hosiery that has been worn or where the seal is broken
- Products marked as non‑returnable if opened or tampered with
- Items from sets or promotions returned separately or incomplete
- Face coverings, earrings, or any pierced jewellery
If we inspect an opened toy and find it is faulty and still within warranty, we’ll process it in line with our faulty‑goods process.
Warranty Periods
You can return items that develop a fault within the following timeframes:
- Toys: 12‑month warranty
- All other products: A reasonable period.
If the faulty item was part of a set, please return the complete set.
Returning a Faulty or Damaged Item Online
Returning a faulty item is free and straightforward, but varies depending on where you purchased the product(s) and / or had the order delivered to. Please check our support article on how to complete a return here.
Once we receive the item, our Returns Team carefully inspects every item returned to ensure it complies with our Returns + Exchanges policy. This also gives us valuable feedback for improving quality across our products, which is shared to the Buying team.
Returning a Faulty or Damaged Item In Store
If you prefer to visit one of our stores, our colleagues are always happy to help.
Please bring:
- Your faulty item(s).
- Your order confirmation email or receipt as proof of purchase.
In store, we can:
- Refund or exchange faulty items purchased in store or online.
- Process the refund using your original payment method, where possible.
Exceptions
Stores are unable to refund purchases originally made using:
- Clearpay.
- Klarna.
- PayPal.
If you used one of these payment methods and prefer a refund, please return your item to our warehouse using our free returns service.