Refund policy
The short version: sealed and unopened, you can send it back. Opened, you cannot, and that rule is there to protect you as much as us.
The seal
Every box leaves us closed with a tamper-evident seal. That seal is what the rest of this page turns on. If it is intact, you have a return. If it is broken, you do not.
Unopened
If the seal is intact and the product is exactly as it arrived, you have 14 days from delivery to tell us you want to cancel, and a further 14 days to get it back to us. It needs to come back in its original box with everything that came in it, and we need your order number.
We refund what you paid for the item plus standard outbound postage. Return postage is yours unless the item was faulty or we sent the wrong thing.
Opened
Once the seal is broken there is no cancellation and no refund. Under the Consumer Contracts Regulations 2013 the usual 14 day cancellation right 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. This applies however little it has been used, and whether or not it has been washed.
This is not us being difficult. It is the same reason you would not want to buy one that had already been somewhere.
Pre-orders
The range is sold on pre-order and dispatches from 30 October 2026. You are charged when you order, not when it ships.
You can cancel a pre-order at any time before it is dispatched, for a full refund, by emailing us with your order number. Once it has been dispatched the rules above apply in the normal way: sealed and you have 14 days from delivery, unsealed and it is yours.
If the dispatch date moves we will email you and tell you the new one. If a delay does not suit you, say so and we will refund you in full.
Faulty
Different rule entirely, and a much better one for you. If the product is faulty, damaged in transit or not as described, the Consumer Rights Act 2015 applies whether or not you have opened it.
- Within 30 days. You can reject it and get a full refund.
- Within 6 months. We will repair or replace it. If that fails, you get a refund.
- Up to 6 years. You may still have a claim if the fault was there from the start.
Send a photo and your order number and we will sort it. We will not ask you to post a faulty intimate product back to us.
Check it when it arrives
Give the parcel a look over when it lands. If it has been damaged in transit, or we have sent you the wrong thing, tell us straight away and send a photo. That is much easier to sort in the first few days than in the fourth week.
How to start one
Email the address on the contact page with your order number and one line on what is wrong. No forms, no ticket numbers, no hold music.
How long a refund takes
Once we have agreed a refund we send it back to your original payment method within five working days. Your bank then takes its own time on top, usually another three to five days, which is out of our hands. We will tell you the day we send it.
