Returns & Refunds

Last updated: 16 October 2026

Our approach is strict on hygiene while preserving the rights that consumer law gives you. The current website takes order requests without online payment; the refund provisions below apply where a paid order has actually been accepted.

No change-of-mind refunds for unsealed hygiene products

Where an item was supplied sealed, is genuinely unsuitable for return for health-protection or hygiene reasons, and was unsealed after delivery, we do not accept change-of-mind returns or refunds. This can apply to sealed intimate-use products. Opening only the outer delivery carton does not, by itself, break a product's hygiene seal. This exception does not apply automatically to every product sold by the store.

We do not offer an additional voluntary change-of-mind returns period beyond your statutory rights. Neither a hygiene exception nor the words "no refunds" remove rights for faulty, unsafe, incorrect or undelivered goods.

Where a right of withdrawal applies

For eligible consumer distance purchases subject to EU/EEA rules, you generally have 14 days from receipt to notify us that you wish to withdraw, without giving a reason. Where one order is delivered in separate consignments, the applicable period normally starts with receipt of the final item. Any longer period required by applicable law remains available.

This includes eligible unopened items and goods not covered by a statutory exception. Handling a returnable item beyond what is needed to establish its nature, characteristics and functioning may lead to a lawful deduction for diminished value; it does not automatically remove the withdrawal right.

How to notify us and return an item

Use the email on Contact Us and clearly state that you wish to withdraw, identifying yourself and the order. You can use any unambiguous statement; a particular form or prior approval is not required to exercise the right. Ask for the correct return address and packing instructions. Do not let a request for instructions delay sending your withdrawal notice.

Unless collection is agreed, send eligible goods back within 14 days after giving notice. You pay the direct return-postage cost for a change-of-mind return, unless we agree otherwise or applicable law requires us to pay. Use protective packaging and keep proof of posting.

Faulty, damaged, incorrect or missing goods

Contact us with the order reference and a description of the problem. If useful, include photographs of the product or packaging only; do not send intimate personal photographs. We will assess the issue and provide the remedy required by law, which may include repair, replacement, a price reduction or a refund. Necessary return costs for non-conforming goods are our responsibility. The hygiene rule does not remove these rights.

Refund timing and method

For a valid statutory withdrawal, amounts due are refunded without undue delay and within 14 days after we receive the notice. Where the law allows, reimbursement may be withheld until the goods are received back or evidence of return is supplied, whichever happens first. For withdrawal from the full order, the refund includes the standard outbound delivery charge; an upgrade chosen above standard delivery need not be refunded.

Refunds use the original payment method unless you expressly agree otherwise, without a refund fee. Your provider's processing time may affect when a credit becomes visible. If a payment was processed through Viva.com, the corresponding refund will be returned through that payment route where available. No payment is currently taken through this website.

Cancellation before dispatch

Contact us as soon as possible. We can cancel an unaccepted request. If an accepted order has already dispatched, any applicable withdrawal or other statutory remedy still applies. A cancellation request does not itself confirm that a paid transaction has been reversed.