1. Frequently Asked Questions

    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?

    You need to have cookies enabled in your web browser to shop at Lovehoney. We use cookies to keep track of your current shopping session to personalise your experience and so that you may retrieve your shopping basket at any time - if you do not accept cookies you will not be able to buy from the Lovehoney website.

    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?

    You can return any purchase to us using our freepost address up to 30 days after you bought it. We also offer a 1 year product guarantee.

    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?

    No!

    Can I place my order by phone?

    Yes. Within the UK, you can call 0333 103 6969. 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!

    Lovehoney
    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.