Customer Care: Giving You a Reason to Return!

We all know how the story goes. You buy something. You wait in furious anticipation for it to arrive (albeit, not very long with our speedy free delivery!) When it arrives, you rip open the parcel, and 99.9999% of the time you jump around the room and do a happy dance!

However, on the very rarest of occasions, you may find that the item in question does not fit, isn't working, is eye-wateringly big, or just isn't your cup of tea.

So, what do you do? Returning something you bought online is always more hassle than it's worth, right? Wrong!

At Lovehoney, we're happy if you're happy - and if you're not, we're not. We understand that there will be the odd occasion when something has not lived up to your expectations, for one reason or another.

So if you find yourself unhappy with your purchase, never fear… Lovehoney's super duper, 365 day returns policy means you can get a replacement or refund!

What's that? Yes, you heard correctly, we really DO accept returns up to 1 year after you order. You might think this sounds too good to be true and there is a catch somewhere in the system. For example, most companies won't accept returns of anything that has been used intimately. But if you buy from Lovehoney and the item you've tried and tested doesn't quite hit the spot or leaves you feeling a little bit underwhelmed, you can return it.

But what if your sexy lingerie doesn't quite fit properly? Well, this is where Lovehoney once again dons the Superman cape and flies right back to the rescue! You can return worn lingerie for a refund or replacement, no questions asked.

You may wonder what happens to the products that get returned. Well, wherever possible, we recycle your unwanted and faulty items. Every vibrator you send to us gets sent away to be recycled (over 30,000 so far!) For each electronic product we recycle, we donate 50p to World Land Trust, a rainforest conseration charity. All in all, Lovehoney has saved about 116 acres of endangered rainforest, and it's something we're very proud of. You can read more about Lovehoney's enviromental policies here.

So, if you've purchased something and wish to send it back, for whatever reason, you are covered by our no quibble, easy-peasy, 1-year warranty.

But how? If you want to return something, we encourage you to contact Customer Care by phone, email or livechat first, so they can try to resolve the issue and advise you on the returns procedure. However, we do aim to make this process as painless as possible by including a freepost returns label when we send your goods out to you (you know, just in case!)

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