Returns & Refunds

Returning an Item

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.

Refunds

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 our Customer Services team.