Returns and Refunds

The hygiene rule

Opened intimate items are non-returnable. This is not a preference, it is the condition on which we can sell them at all: once an item designed to be used against the body has been opened, unwrapped or used, it cannot be resold and cannot be accepted back. Unopened items are returnable. Unopened means the item is still inside its sealed inner wrapping or sleeve, with the retail packaging and any included accessories, keys or inserts intact.

Return window

Unopened items may be sent back within thirty days of delivery. Start by emailing support with the order number and a photograph of the unopened packaging. We reply with a return authorisation and the address for the parcel. Items sent back without an authorisation can be refused, because a parcel arriving with no reference cannot be matched to an order.

Condition on arrival

The item must reach us in the condition described above. Seals must be unbroken and the outer packaging must not be written on, taped over or marked by a carrier label; place the return inside its own plain outer box. Where the condition of a returned item does not match what was described, we will photograph it and contact you before deciding, and a partial refund may be offered instead of a full one.

Damaged or defective items

A damaged or defective item is handled differently, because the hygiene rule was never the issue. Report it within seventy-two hours of delivery with photographs of the item and the carton, and we will replace it or refund it. Do not send a damaged item back unless support asks you to; most cases are settled from photographs.

Wrong item or missing part

If the wrong product arrives, or a case arrives without the keys or foam cradle listed on the product page, tell us and we will ship the missing part or exchange the item at our cost. Keep the original packaging until the matter is settled.

Refunds

Refunds are issued to the original payment method within five business days of the returned item being checked in, and the card issuer may take a further three to ten business days to post it. Original shipping charges are refunded when the whole order is returned or when the fault is ours. Return postage is paid by the customer unless the item was damaged, defective or wrong.

Contact

To start a return, or to ask whether something counts as unopened, write to Email [email protected] or call +1 212 555 0142 Monday to Friday, 9am to 5pm Eastern. The registered name, postal address and company details for the operator of this store must be supplied by the operator before this store accepts live orders.