In the regrettable circumstance that you are not happy with your order, then please contact us within 48 hours (Monday to Friday) of receipt of your items and we will strive to resolve any issues you may have as quickly as possible.
We cannot accept returns for an item which is excluded from the terms of our 14 day cooling off period, unless we are at fault. Please see further details below in the 'Cooling Off Period' section.
In order to keep your item in perfect condition we recommend following the care advice given to you upon purchase alongside the information on our website. We cannot accept responsibility for any items, lost, damaged or mistreated.
If contacting us regarding a damaged or faulty item we will ask you to email photos of your item as delivered so we are able to best assess the item in the first instance. We will then advise that your item is returned to us for further assessment.
If returning an item, please include written details to let us know the name the order was placed under, the order number and a contact phone number. This will enable us to quickly resolve your query upon receipt of the returned item(s).
If returning an item, we recommend using a recorded delivery service and obtaining a proof of postage for your returned items. We are unable to accept liability for goods lost or damaged in transit which are being returned to us.
We cannot reimburse any postage costs incurred when returning items which are included in the cooling off period guarantee, unless we are at fault. Your refund will only include any postage costs incurred only if we are at fault.
Refunds can take up to 14 working days to process once we have confirmed receipt of the returning goods.
Earrings
We cannot refund or exchange pierced jewellery, e.g. earrings, due to hygiene reasons.
Underwear
We cannot refund or exchange underwear, due to hygiene reasons.
Sex Toys/Equipment
We cannot refund or exchange sex toys or equipment, due to hygiene reasons..
Personalised, made upon ordering & engraved Items
Please note that we cannot refund or exchange on personalised, engraved or items that have been made upon ordering unless the item is faulty or does not match the specifications placed in the order.
If incorrect customisation specifications are made in customer error, we are unable to accept liability. Please contact our customer services team as soon as you notice the error and we will strive to amend your order if it has not yet been made. If your item has already been made or dispatched we can strive to send out an amended order as quickly as possible – this will be at the expense of the customer.
Please double check all custom requests including colour, personalisation, engraving and any other specifications are correct before placing your order.
Cooling Off Period
When you order from us online, you are entitled to a cooling off period when you can return your goods without any penalty. Our cooling off period is 14 days, which is inline with the statutory cooling off period.
This period starts the day the contract is agreed (i.e. you receive an email from us saying we have despatched your order) and ends 14 days after the day of delivery of the items. We cannot accept returns for an item after 14 days from the day of delivery of the item.
Certain items are excluded from the cooling off period guarantee, unless we are at fault. These are items that are made to order which include both personalised or engraved items and jewellery such as earrings, underwear and sex toys and equiptment due to hygiene reasons.
If you are returning an item which is included in the cooling off period guarantee the item must be returned to us in an unworn, saleable condition. If upon receipt the goods have been worn or damaged the item will be exempt from the cooling off period guarantee and we will not be able to offer you a refund.
If returning an item, as arranged with our customers services team, we recommend using a recorded delivery service and obtaining a proof of postage for your returned items. We are unable to accept liability for goods lost or damaged in transit which are being returned to us.
We cannot reimburse any postage costs incurred when returning items which are included in the cooling off period guarantee, unless we are at fault. Your refund will only include any postage costs incurred only if we are at fault.
Refunds can take up to 14 working days to process once we have confirmed receipt of the returning goods.