Customer Support

Customer Support

At Luvero we want your customer experience to be as easy and fuss free as possible, but sometimes a little extra help is needed. Most of your questions should be answered in one of our customer help sections listed on this page, but if not then please feel free to contact our customer service team who are always ready to lend a hand. During busy seasons it may take up to 48 hours for us to respond via email but we will always endeavour to resolve any issues as quickly as possible.

Yes, it is safe to shop at Luvero.co.uk using a credit or debit card, PayPal, Klarna or Clearpay.

We promise to keep your name, address, credit card details and any other information you give us secure.

Our secure server scrambles your personal information, including credit or debit card number, name and address, before it is sent over the Internet.

Your details are scrambled using 2048-bit Secure Sockets Layer (SSL) encryption.

Your card details are presented directly to our bank for clearance.

When you click the ‘checkout’ button, you enter the secure section of the site.

How can you tell if our site is secure?

When you are in the checkout, you can click the VeriSign Secured logo to see whether the page you are accessing is secure.

The time and date stamp on the image shows that our security is up to date.

In the checkout, you will also see a locked padlock in the bottom of your Web browser, showing that you are in the secure area.

Once your order has been processed securely online, we do not keep any record of your credit card details.

Your card details are verified automatically online by a leading processor of secure online payments.

We are happy to answer any questions you have about secure shopping with us. Click here to contact us.

Your can see our cookies here

You can view our full terms and conditions here

You can view our privacy policy here

Sex toys not working? Try these quick tips to solve common problems – let’s get this show back on the road!

Try new batteries
Try your toy with new batteries and it might spring into life. Always remove batteries when your toy is not in use. Some toys will drain batteries if you leave them in while not in use, so always take batteries out when you put your toy away.

Have you put in enough of the right kind of batteries?
Different toys take different numbers and different types of batteries. Double-check the instructions and read our guide to which batteries to use withs sex toys.

Have you put the batteries in the right way?
If your toy doesn’t work it could be because you’ve put the batteries in the wrong way round. Double-check the instructions and make sure you’ve put the batteries in the right way round.

Check the battery compartment
Some vibrators, especially bullets, are supplied with the batteries already inserted. These often have a small paper disc in the battery compartment that needs to be removed before you can turn the vibrator on. You can also double-check that the plastic sleeve that lines the battery compartment is in place. The plastic sleeve is needed to make the connection complete and the paper disk is there to stop the toy turning on while it’s in transit.

Are the batteries sealed in plastic?
The batteries included with some toys are wrapped in a clear plastic seal. The batteries will not work while the seal is in place, so you’ll need to carefully remove it.

Is your toy rechargeable?
Make sure you have charged your toy for the recommended time – some toys can take 24 hours to charge fully. Double-check the instructions – a rechargeable toy normally has a light that flashes during charging and a solid light to indicate that it is fully charged.

Don’t use rechargeable batteries
It’s best to use normal batteries rather than rechargeable ones. Rechargeable batteries can be slightly bigger and may cause issues when securing the battery compartment. We do not recommend the use of rechargeable batteries in any of our toys.

Is the battery cap screwed on tightly?
With many twist-base toys you need to ensure the base covering the batteries has been tightened as much as possible – sometimes an extra twist can make the toy work. Sometimes on older toys the springs can get compressed so they don’t maintain contact well with the battery – a gentle tug on the spring can help reinvigorate the tension required to keep the battery contacts together.

My toy smells funny!
Most rubber, PVC or vinyl dildos tend to smell very strongly due to the nature of the materials and the manufacturing process. Unfortunately, there is no quick solution to removing this smell. However, it should gradually fade if washed regularly with warm soapy water.

If all else fails, please contact Customer Care
If none of that has done the trick, we’re very sorry! Please contact us and we’ll be happy to send you a replacement toy.

If you’re not happy with something you purchase from us, for any reason, then you can return it to us within 30 days and we’ll be happy to refund it for you. Items must be unused, unworn, unwashed and in their original condition with all tags intact for lingerie and all seals intact for toys and accessories.

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

  • All sex toys, where the packaging/ box has been opened, unless the item(s) are considered damaged or faulty
  • Lingerie, which has been used or where the hygiene seal, tags or labels have been removed
  • Hosiery which has been used and where the seal is broken

All purchases are covered by our 1-year product guarantee. If anything goes wrong with your product, we’ll replace it for up to a year after purchase.

Return postage

If you are returning unwanted goods, we recommend you post the goods using a tracked/insured delivery service to ensure they reach us safely, we cannot be held responsible for goods that are lost/damaged when being returned to us. We also do not cover the return postage costs for unwanted goods. 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.

If you are returning a damaged/broken goods, we will issue you with a freepost returns address as long as the return is raised within in the product guarantee period.

To request a return please complete the following returns form here.

We’ll aim to refund you as quickly as possible. It may take us up to 10 working days from receiving your item(s) to process your refund, and slighter longer during busier times. We’ll email you as soon as we’ve processed your return.

If you’ve not received your refund after 15 working days, please contact us.

If you’re not happy with something you purchase from us, for any reason, then you can return it to us within 30 days and we’ll be happy to refund it for you. Items must be unused, unworn, unwashed and in their original condition with all tags intact for lingerie and all seals intact for toys and accessories.

For more information please look here

Our different delivery options offer different delivery times

For more delivery information please see here.

We accept lots of payment methods online: MasterCard, Visa, Visa Delta, Maestro and American Express and PayPal as well as flexible credit options from Clearpay, Klarna and PayPal Credit.

All transactions are made in UK Pound Sterling. If you’re shopping online from outside the UK, your transaction may appear on your statement in your local currency. If you have any questions regarding the currency on your statement, contact your bank who’ll be able to advise you.

If your payment has been declined, please contact your bank for more information. If you’ve contacted your bank and find you’re still unable to make a payment, please contact us.

All online purchases will appear on your bank statement as luvero.co.uk.

You’ll receive an email confirming the details of your order. If you can’t find the email, don’t forget to check your spam or junk folders.

If you’re sure you haven’t received the email, contact us and we will investigate further.

If your item is damaged or develops a fault you can return it to us if they were purchased within:

  • Toys – 12 months
  • Lingerie, nightwear, and fancy dress – 3 months
  • Gift sets, novelty items and accessories – 3 months

Find out more about our returns policy.

I want to cancel my order

If you would like to cancel your order please contact us. If your order has not already been dispatched we will take care of this and confirm via email once it’s been done. If your order has already been dispatched you will need to wait for it to be delivered and at the time of delivery, ask the courier to send it back to us. We will be unable to refund your postage costs if this happens.

I want to make a change to my order

We’re sorry, but it’s not possible to make any changes once you’ve placed an order with us, please request to cancel your current order and then place a new order.

If your order hasn’t arrived after 7 working days, please contact us. So we can help you as quickly as possible, make sure you provide us with your order number.

All our delivery services are tracked, but don’t currently require a signature due to coronavirus. The link and tracking references can be found in the emails you receive once your order has been processed. You’ll need the tracking reference to track your order with the courier, we use Royal Mail, Hermes and DPD.

Your privacy is really important to us, and, with our discreet packaging, you can be totally confident about shopping with us.

Depending on the nature and size of your order, you’ll receive your items in a plain box, or plain heavy-duty or padded envelopes.

Your parcel won’t have any markings, branding or logos, except for the address label and courier sticker.