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Returns & refunds

You have 30 days from delivery. Unopened items come back free within the EU, and anything faulty is refunded whether you opened it or not.

The hygiene rule — please read this first

Under Article 57(3) of EU Directive 2011/83/EU, the 14-day right of withdrawal does not apply to sealed goods that are not suitable for return for health-protection or hygiene reasons once they have been unsealed. Intimate products fall squarely in that category.

What this means in practice: keep the outer seal intact if you want the option to return. Once a toy or a garment has been opened, we cannot resell it and cannot accept it back — unless it is faulty, in which case see below.

How to return something

1. Write to [email protected] with your order number within 30 days of delivery.
2. We email you a prepaid return label. Pack the item in its original sealed packaging.
3. Drop it at the carrier point. Keep the receipt until the refund lands.
4. We inspect on arrival and refund to the original payment method within 14 days.

Return shipping is free for orders from €49. Below that, return postage is at cost and deducted from the refund.

Faulty or wrongly shipped items

These are always our cost, opened or not. Send a short description and a photo if you can — we do not ask for the item back before issuing a replacement unless it is a high-value product. Electrical faults inside the statutory 2-year conformity guarantee are repaired, replaced or refunded at your choice.

What cannot be returned

• Opened intimate products (hygiene exception above)
• Items missing their original sealed packaging
• Gift cards
• Products damaged by misuse, water ingress or incorrect cleaning

Refund timing

We issue the refund within 14 days of receiving the return. Card refunds typically appear in 3–5 working days. The refund line on your bank statement shows the company name, not the shop name.

See also: Delivery & shipping · Contact us