Discreet Billing and Packaging

Your privacy is of the utmost importance to us. Our delivery service is 100% discreet. All orders are shipped in plain packaging i.e. plain brown boxes or padded envelopes for smaller items. The name xxxlovetoys will not be displayed anywhere on the packaging. No reference to the items contained in the parcel will be found on any of our outer packaging. Your credit or debit card statement will show only the name ‘stonewood uk ltd'.The Delivery Company and Driver will not know whats inside the parcel.

Delivery

We use companies such as APC,DPD,Evri and Royal Mail 1st and Tracked services depending on What you have purchased.When you order Delivery can be selected at 2-3 Day or next day service should you need quicker depending on the time next day service can take 48 hours.We recommend adding your Telephone and email details so we can send you tracking info. 

Returns at XXX LOVE TOYS – Made Easy

At xxxlovetoys.co.uk, we want you to be happy with your purchases so we offer a free 15- day refund or exchange policy for all unopened and unused items. Plus, if your used item breaks or becomes faulty within 30 days of your purchase you may return it to us completely free for a full refund or exchange.

Due to the obvious health and hygiene implications with adult goods. For the goods to be returned if they are not broken the following terms have to be met.

1. The goods must be unused.

2. The goods must be returned in original condition & packaging.

3. Goods that are not heat sealed in the box are non-refundable and non-exchangeable.

4. Items supplied in sealed packaging that have been opened are non-refundable and non-exchangeable.

5. The goods must be received back within 30 days from the day you receive the order.

6. Lingerie and items of clothing are non-refundable and non-exchangeable.

7. Any discrepancies or damaged items need to be reported within 36 hours of being delivered.

If we suspect that the goods have been used or any of the above conditions are not met then we reserve the right to return the goods.

Simply email us and package all your items safely before returning it to us.

We highly recommend obtaining a free proof of postage when you send your return just in case it is lost in transit or there is any issue with us receiving it back at the warehouse. Don't forget to hold onto this until we've processed your refund or replacement.

Please note we are unable to refund the cost of postage if you do not use our free returns postal service. International Customers: Please note that we are not able to refund the cost of your delivery UNLESS the item is faulty. If you need this clarified, please contact our Customer Care team before attempting to return the item. 

To keep things nice and clear, we've got a couple of rules about returns but if you need any further information just contact us at returns@xxxlovetoys.co.uk. Please note that we do not cover faults caused by accident, neglect, misuse or normal wear and tear. 

When Returning An Order:

Unused Items: Please make sure that your item is unopened, unused and undamaged (unless it is faulty), plus all shrink wrapping, packaging and/or leaflets and instructions must be intact. Remember to detail whether you would like a refund or an exchange. Your request will be handled and processed as soon as possible and you will be notified when we receive the returned parcel at our warehouse.

Faulty Items: If your item is faulty please make sure that you clearly detail the issues you are having. Unless the fault is very clear you may wish to call our Customer Care team beforehand as some items may have remotes or battery compartments that have a trick to them! 

You MUST return all leaflets, cards, instruction manuals and packaging with your order (even if it is faulty) as we may not be able to process your replacement without this information.

If you have used the item, please make sure that it has been thoroughly cleaned as photographs will be taken of all faulty items when we receive them to help with processing. If we find that the item is not in a faulty condition this will be returned to you at your expense.

When ordering lingerie you are of course able to try this on for size but please wear your own underwear underneath as we will not be able to accept soiled or damaged items of this type for a refund or exchange. Don't forget to retain the original packaging otherwise we will not be able to accept your return.

As soon as we have received your returned parcel back at our warehouse we will process your choice of a refund or a replacement as soon as possible. This will be within 30 days but in reality will be much faster. If you would like to check on the status of your returned parcel please contact returns@xxxlovetoys.co.uk with your order number. Once submitted, refunds will take up to 5 working days to appear in your account depending on your bank.

If you have any further questions or would like assistance, please contact us at returns@xxxlovetoys.co.uk or by giving us a call on 07776206630 (Monday-Friday 9am- 5:30pm) and we will be happy to help you further.  

This returns policy does not affect your statutory rights.