Lovehoney Help

Use this page to find answers to any questions you have about Lovehoney's customer service.

Your FAQs answered

From placing and tracking your order to returning an item, we've got you covered. If you can't find what you're looking for here, please contact us.
Where's my order?
How to track your parcel online...
How do I return an item?
It's quick and easy...
What are the delivery options?
Sexual happiness delivered quickly and discreetly...
Help! My toy's not working
Our top tips to get it going...
FAQs about delivery

We offer a number of delivery options which vary in cost depending on how quickly you want your order to arrive. Free delivery is available on orders over $59.

You'll always be able to choose a delivery option and see its cost before completing your order.

Please see our Delivery page for more detail.

Of course! We send all orders in boring brown boxes or plain envelopes so that the only person getting excited about your delivery is you.

See what our packaging looks on this page.

Courier services require Lovehoney to have a return address on all orders.

If you're out when the courier tries to deliver your package, your mail person or courier will leave a card scheduling another attempt or telling you where you to pick up your discreetly packaged order.
Yes. All of our couriers offer order tracking as standard. You will receive information via email on how to track your order once your order is sent.
FAQs about orders and payment

Lots! We have payment options to suit all online shoppers.

You can pay by debit or debit card - we accept Visa, MasterCard and American Express

You can also pay via Apple Pay, PayPal and Google Pay, or spread the costs of your payment via Afterpay

Read more about payment options

Afterpay is a payment service provider that takes end-to-end responsibility for your payment. Afterpay allows you to spread the cost of your payment over 4 fortnightly instalments.

All you need to start using Afterpay is an Australian debit or credit card, an Australian residential address, and to be over 18 years of age.

For full Afterpay terms and conditions, please visit the Afterpay website.

Please contact Lovehoney Customer Care immediately after placing your order if you wish to amend or cancel it.

If your order has already been processed by our warehouse team, we will be unable to cancel it.

However, you can easily return the item to us for free. Visit our order returns page.

FAQs about privacy and security
Yes absolutely. You can read more about how we keep the Lovehoney website secure here.
It's a pretty long read, but our Privacy Policy tells you how we may use your personal data and what we do to keep that data safe.

Lovehoney will ABSOLUTELY NOT, under ANY CIRCUMSTANCES, sell your data to a third party. We only use your data for marketing purposes of our own, for example sending you email offers when you sign up for emails or asking you to leave a review of our products or service via a third-party provider.

You can read our full Terms and Conditions to find out more, and also read more about our Cookie Policy.

Phone, Email or Live Chat

Can't find what you need on this page? Then please contact us and we will be more than happy to help. We aim to reply to all messages as quickly as possible but please bear with us during busy times.

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