Frequently Asked Questions
- What is the Sexy Message?
- How do I know Lovehoney is a secure shopping site?
- Do I have to have cookies enabled to shop at Lovehoney?
- When will my order arrive?
- If I use my credit or debit card at Lovehoney, what will show up on my statement?
- Will my delivery be packaged discreetly?
- Can I return my purchase if I'm not satisfied with it?
- Do you ever resell items that have been returned?
- Can I place my order by phone?
- What if I want to pay by cheque or postal order?
- Can I cancel my order after I place it?
- I live outside the UK. Can I still order from you?
- Why aren't your batteries free?
How do I know Lovehoney is a secure shopping site?
There are three ways of checking. On all pages, you can see a security certificate - it's on the right hand side of this page. You can click it to see our independently authenticated company information. It shows that this website belongs to Lovehoney Ltd and that our website's security is up to date.
When you click the 'Pay with credit or debit card' button to enter the checkout, you enter the secure section of the site. You will see a locked padlock in the bottom of your web browser window to show that the page is secure.
When you place an order, your details are scrambled (or encrypted) before they are sent over the internet. Is it safe to order online?.
Do I have to have cookies enabled to shop at Lovehoney?
What is a Sexy Message?
Unique to Lovehoney, it's a great way to personalise your gift by adding a sexy personal message to your delivery receipt. For complete discretion, you can hide the prices so the lucky recipient can't see how much you've spent!
When will my order arrive?
Please follow this link for delivery information: What are the delivery costs and options?.
If I use a card to shop at Lovehoney, what will show on my statement?
Your credit card will show a charge to . The name 'Lovehoney' will not show to ensure complete discretion - please try to remember this when you get your card statement!
Will my delivery be packaged discreetly?
Yes. We use plain brown padded Jiffy bags and our own custom-made plain white boxes. The sender's address on the parcel is so there is no way anyone can identify Lovehoney as the sender of the parcel, much less what might be inside. Click the link below to see exactly how your order will be packaged.
Will my order be in plain packaging?.
Can I return my purchase if I'm not satisfied with it?
Yes, Lovehoney has a no-nonsense no-quibbles returns policy. You can return any purchase to us using our freepost address, for any reason, for up to 365 days after you bought it.
If an item has already been despatched when you cancel the order, we shall process the refund when the item has been returned. Refuse to sign for the parcel when it arrives, and Royal Mail will send it back to us at no cost to you.
What is your returns policy?.
Do you ever resell items that have been returned?
Can I place my order by phone?
Yes. Within the UK, you can call 0800 011 6899. The order line is available between 8am and 10pm Monday to Friday, and between 8am and 4pm on Saturday - and you deal with a human being, not a machine!
What if I want to pay by cheque or postal order?
Send your payment with a list of the products you require or a print-out of the basket page to the address below. Please make sure you include either a contact email address or phone number - this allows us to contact you if there are any problems with your order.
Please make cheques and postal orders payable to Lovehoney Limited. Please add an additional 5 working days to our standard delivery times to allow your cheque or postal order to be banked and cleared.
100 Locksbrook Road, Bath, BA1 3EN, UK
Can I cancel my order after I place it?
You can cancel an order within 7 days for a full refund, but your order may have been despatched by the time you cancel. If an item has already been despatched when you cancel the order, we shall process the refund when the item has been returned. Refuse to sign for the parcel when it arrives, and Royal Mail will send it back to us at no cost to you. If your order has been already been despatched when you cancel it, we will deduct the cost of delivering your order from any refund.
What is your returns policy?
I live outside the UK. Can I still order from Lovehoney?
Yes. Place your order on the Lovehoney website and select your country from the drop-down menu. Overseas delivery by airmail normally takes 5-7 working days, although some countries can take up to 10 working days. You can choose to be billed in Euros or US Dollars if you wish - simply choose your preferred currency from the 'Choose Currency' box on the right of this page under the basket box.
If you order from overseas but pay in UK pounds, your card company may make a charge for exchanging your currency into UK pounds. Please note we deliver to the following countries only. Orders placed for deliveries to countries not on the list will be cancelled.
What are the delivery costs and options?
Why don't you send free batteries with every order?
Sex toys are high-drain electrical appliances that require the power and quality of the Duracell alkaline batteries supplied by Lovehoney. Cheaper non-alkaline batteries, such as those supplied free by other websites, do not provide enough power and have a very short lifespan. There is also a danger that non-alkaline batteries might leak when put under strain.