Defective Products

If you have received a defective item, please contact our Customer Service department and they can help expedite your submission and process of replacement through the manufacturer warranty. You can also go directly to the manufacturer and submit your request for a replacement.

Incorrect Item Shipped

If there is a mistake in the item shipped to you, please let us know so we can replace it for you. Before sending any item back to Sex Toys UK within 30 days of purchase to start the exchange process, please obtain a return authorization number (RA#). ( Required to rectified as per X trader )

Incorrect Product Ordered

To protect the health of our employees and customers, we cannot exchange toys or intimate apparel (such as lingerie, thongs, massagers, etc.) It is the responsibility of the customer to ensure that they are ordering the correct product.

Change of Mind

All sales are final. Items purchased, once the shipping box has been opened, may not be returned or exchanged.

Canceling an Order

Once an order has been processed, we are unable to make any additions, changes or quantity adjustments to it, or stop it from shipping.

If you changed your mind before the order is delivered, and no longer wish to receive the product, you can mark the UNOPENED box with “Return to sender” and send it back to us. Once we receive the order back, we will credit you for the cost of the product minus a 20% restocking fee. You will not receive credit for the shipping fee.

If you have any additional concerns about an order, please contact our customer service for help. Customer Service representatives are also available by chat from 6:00 am – 11:00 pm Pacific Time Monday through Friday, and from 9:00 am – 11:00 pm Saturdays and Sundays.

Customer Service can be reached at:

You can send an email to Customer Service 24 hours a day, 7 days a week. Customer Service will respond to your email within 24 hours. ( We need to amend this as per the channels we are going open for the customer ).