Returns and Refunds

We want a return to be a short, predictable process. This page explains the window, the hygiene rule that applies to intimate items, the condition an item must be in, and how a refund is issued.

The hygiene rule, stated first

Opened intimate items are non-returnable. Once an item has been removed from its sealed packaging and used, it cannot be resold and we cannot accept it back, for hygiene reasons. Unopened items in their original sealed packaging are returnable inside the window below. This single rule decides most return questions, and we would rather say it plainly at the top of the page than have it discovered later.

The return window

Unopened items may be returned within 30 days of delivery. Start by emailing support with the order number and the item you want to send back; we reply with return instructions and the address for the return parcel. Items sent back without a return reference can take much longer to match to an order, so please wait for the reply before posting anything.

Condition of a returned item

An item must come back in the condition it arrived in: sealed, complete, with any sleeves, cables, pouches and printed inserts included, and with no marks, odours or signs of handling on the product or its packaging. Items that fail a condition check are returned to the sender or refunded only in part, and we explain the reason in writing.

Damaged, faulty or incorrect items

If an item arrives damaged, faulty, or is not the item you ordered, tell us within 48 hours of delivery and include photographs of the product and the outer packaging. In these cases the hygiene rule does not apply, because the item was not fit to use as delivered. We arrange a replacement or a full refund, including the original shipping charge, and we cover the cost of returning the item. Faults that appear later are handled under the warranty stated in the listing.

How refunds are issued

Once a return is received and inspected, the refund is issued to the original payment method. Card refunds usually appear within five to ten business days, depending on the issuer’s own timetable. We email you when the refund is processed so you have a date to refer to. Original shipping charges are refunded only for damaged, faulty or incorrect items; return shipping is paid by the customer for a change-of-mind return.

Cancellations

An order can be cancelled for a full refund before it is dispatched. Once a parcel is with the carrier it cannot be recalled, so a cancellation at that point becomes a return and follows the rules above, including the hygiene rule.

Return parcels and privacy

Return parcels travel in the same neutral way as outbound ones: plain outer packaging, no contents description on the outside, and a neutral sender name. The discretion policy explains the details.

Contact

Email [email protected] or call +1 212 555 0142. Both routes reach the same support desk, and messages are answered on business days.