Customer Service FAQ’s
Sextoys.co.uk hopes you like and enjoy the products you’ve purchased, however, if you wish to return your order you can do so with our satisfaction guarantee.
Sextoys.co.uk will offer a full refund or exchange within 365 days for unwanted, unopened, and unused items. You can also return faulty units within one year of your purchase completely free of charge and for a full refund or exchange.
All claims for delivery shortages and damged items during delivery must be reported to us within 30 day’s of the delivery date.
A FREEPOST returns label will be provided to you immediately upon request. Please contact us by email at firstname.lastname@example.org or phone at 08001957474.
Pack your item either in the envelope or box you received it in, or some other secure packaging. We require that you obtain a FREE proof of postage receipt at the post office when you send your return, just in case it is lost in transit or there is any issue with us not receiveing it back at the warehouse. Please hold on to this until we’ve processed your refund or replacement.
We will issue your refund or send out your replacement as soon as possible once we have received your returned parcel at our warehouse. This will be within 30 days, but usually a lot faster than that. If you would like to check on the status of your returned parcel please contact us at email@example.com with your order number.
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, require us to say that your money will be returned within 30 days of cancellation. At Sextoys.co.uk we aim to refund you within 7 days.
Once issued, refunds will take up to 5 working days to appear in your account depending on your bank or card service provider.
Unfortunately, a refund cannot be issued until Sextoys.co.uk receives the faulty or unwanted goods in question or a valid proof of postage receipt has been sent to us via email.
You have the right to cancel your order for a full refund. Sextoys.co.uk work on a same day dispatch system, so please try, and cancel your order on the same day as ordering to avoid the inconvenience of returning your order.
Please make sure that your item is unopened and unused, and ALL packaging is intact, including shrink wrapping, leaflets, instructions etc. Unfortunately, due to our strict health and hygiene regulations, we cannot refund or exchange unwanted items if they have been used or any of the original packaging is missing, opened, or broken.
Please remember to leave a note in your package stating whether you would like a refund or an exchange. Your request will be handled and processed as soon as possible.
If your item is faulty, please make sure that you clearly detail the issue that you’ve encountered, your order number and your preferred outcome – refund or exchange.
If you have used the item, please make sure that it has been thoroughly cleaned before sending it back.
If we find that the item is not faulty this will be returned to you.
If your lingerie or sexy clothing doesn’t fit or isn’t exactly what you are looking for then don’t worry. We are happy to refund or exchange items. Please remember to keep your knickers on though!
You will also need to make sure all labels are still attached. Unfortunately, we cannot accept items back if they have been removed unless they are faulty.
This returns policy does not affect your statutory rights.