Customer care
Frequently Asked Questions
Your order could be in a couple of places… our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then it’s on its way. You can track your order at the top of this page using your order number from that email. If you haven’t got your dispatch email (don’t forget to check those junk folders) then your order is waiting to leave us. Once you have the dispatch email you can track it yourself via the link in the email or by using the track my order section at the top of this page.
If you don’t have your order number, log into your account and then go to ‘Order History’.
Please double check the shipping option you selected, cut off times for ordering and the date which we said it will be shipped by. You can check delivery timescales here.
If it’s after 9pm on that date then it’s late. If it’s before the advised shipping date and you’ve had your dispatch email, then it’s on its way.
Your shipping date has to have passed for us to be able to investigate where your order is.If your shipping date has passed, please contact us by going to the ‘Contact Us’ tab on this page and have your order number ready.
Standard Shipping
If your USPS tracking is showing that there has been an unsuccessful delivery attempt then you will need to either reschedule your delivery, or arrange to collect your parcel from your local USPS post office. For some areas, you can reschedule your delivery online here.
If this isn’t available, in your area then you’ll need to get in touch with your local post office. You can find the details of your local post office here.
You’ll have 15 days from the date of the first delivery attempt to either reschedule your delivery or collect your parcel before your parcel is returned back to us.
Express Shipping
If you’ve placed an order and received a cancellation email from us, we’re sorry about that. This will usually be because the stock wasn’t in the warehouse when we came to process your order. You will receive a cancellation email and a refund via the original payment method used. The refund may take up to 7 days, this is the banking process and not something we can speed up.
As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds). You’ll need to place another order or return any unwanted items.
We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please go to our ‘Contact Us’ tab, to help us get this fixed for you ASAP. When you first contact us please include the following information;
Your Name, Order Number, Product Name and Code, Picture of the fault and a Description of the fault.
The product name and code can be found on your order confirmation email.
If you contact us via the ‘Contact Us’ tab please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.
We’re bummed things didn’t work out for you, but here’s the good news: You’ve got 28 days to send something back to us from the day you receive it. Just click the link here and follow the steps below.
When returning a parcel please follow the process below. You can find out the postage price in the portal or you will be asked to download a returns label and pay for postage at your local post office. Please use a trackable service and keep your proof of postage receipt until after your refund is processed.
1. Repack your items.
2. Login to our returns portal. You will need your order number and email address/post code.
3. Select your preferred return option (Print returns label at home or in store options).
4. Once you have processed your return in the portal you’re ready to post it off! Make sure you keep proof of postage!
5. Keep an eye on your return tracking. You’ll get an email once we receive your returned item.
Good to know… We’ve gone paperless! You’ll no longer receive a delivery note in your parcel. Select your preferred return method and get your trackable returns label, just follow the easy steps above.
For hygiene reasons, we cannot offer refunds on fashion face masks, cosmetics, pierced jewellery, swimwear or lingerie, if the seal has been broken or is no longer in place. Items must be unworn and unwashed with the original labels attached.
If you paid for your order with a gift card, store credit or a voucher, a replacement to the value of the refund will be issued.
A lot of our production is based in the UK, which means our products will come with UK sizing. You needn’t worry though; every style has been converted accordingly to match the sizing in your country.
We’re bummed things didn’t work out for you, but here’s the good news: you get 28 days to return your items starting from the day you receive your dispatch email.
Here’s the fine print:
Items must be unworn and unwashed
Pierced jewellery and fashion face masks cannot be returned for health and hygiene reasons and are non-refundable
Once the seal is opened on our intimate toys they can no longer be returned or refunded
Underwear and swimwear can only be returned if the hygiene seal has not been removed
Beauty products and accessories cannot be returned for hygiene reasons
Shoes must be tried on indoors
Items must have all tags attached
Over 28 days? We move fast and the turnaround of stock we sell means that we will not be able to resell your goods. So unfortunately we cannot accept returns that are over 28 days.
You’ll no longer receive an invoice in your parcel. Please use the returns portal to get your returns label. Ready to return? Just click here.
Contact Us
Address
7 HIGH DITCH ROAD FEN DITTON CAMBRIDGE ENGLAND CB5 8TE
Phone
+447395157155