Lovehoney

Hi Jaqueline, Thank you for contacting Lovehoney. We are sorry that you feel your return has taken a long time to be refunded. While I don't see that you have noted two versions of emails, our only customer care email is [email protected], and the only email we have received is the one you sent today to this address. You placed your order on 2nd July, but did not return it until 29th July. We received it on 31st, as you read on the notification email that we sent you on that same day. This email also noted that we will issue a refund within 5-7 business days using your initial payment method once we have accepted the returned items. This would make the range 7/08/26 -11/08/2026, as business days do not include weekends. Again, we are sorry if this is longer than you expected. We have contacted you directly to get this sorted for you. Kindest regards, Lovehoney Customer Care

Hi there, Thank you for contacting Lovheoney. I'm sorry to hear that you have received a faulty item. Unfortunately, depending on the level of contact we are receiving at the time, it can take up to 7 days for us to get back to emails. As you have not provided any order information, I am not able to look into that for you, but we will get back to you as soon as possible. Apologies for any inconvenience caused. Kind regards, Lovehoney Customer Care

Hi, We are very sorry to hear that there has been a fraudulent transaction on your credit card. We can assure you that we have a very secure payment system and that this transaction is not related to the payment made with Lovehoney. We do not store any payment details on our system, all payment details are processed through our secure card processing company Adyen. We will send you more details directly. Kind Regards Lovehoney Customer Care

Hi there, We're so sorry to hear that you haven't been satisfied with your purchased and can understand the disappointment that would cause. We can see our Customer Care team has been in touch to resolve your query however we do apologise that it wasn't as quick as it quick as we should have been. Our Customer Care team will reach out again directly to assist in locating that resolution for you. Kind regards, Lovehoney Customer Care

Hi there, Thank you for contacting Lovehoney. I'm sorry to hear that you are unhappy with your item and that we have not gotten back to your email as quickly as we would like. We have contacted you directly to assist further. Kind regards, Lovehoney Customer Care

Hi there, Thank you for contacting Lovehoney. I'm sorry to hear that you have not received your order and that we have not been able to get back to you yet. It can take us up to 5 days to get back to emails created by the chatbot, unfortunately. We have contacted you directly to resolve this for you. Kind regards Lovehoney Customer Care

Hi there, We're sorry to hear you received a faulty item. Please be assured that our team is working hard to respond to all enquiries as quickly as possible. We are currently implementing some system updates, which have unfortunately resulted in longer response times than usual. We can see there has been ongoing correspondence regarding your case, and our Customer Care team will be in touch again shortly to continue assisting you. Regards, Lovehoney Customer Care

Hi there, Thank you for contacting Lovehoney. I'm very sorry to hear that you have had issues with your return QR code and contacting us. We do have live agents working through live chats and cases. Unfortunately, at higher times of contact, it can take us longer to respond, but I have passed your feedback on as this is not the service we aim to provide. As you have not provided your order information, I am not able to look into this for you. Please provide this so that we can assist further. Apologies for any inconvenience caused. Kind regards, Lovehoney Customer Care

Hi there, Thank you for contacting Lovehoney. I'm sorry, but opened items cannot be returned for a refund under our changed mind policy. We are not able to restock opened items for hygiene reasons. Our returns policies are clearly stated on the site here https://help.lovehoney.com/returns-and-refunds/returns-policy-page.html We do have our 100-day pleasure promise, which allows you to return an opened and used item for a gift voucher if you are not happy with it. You can view the t's and c's of the promise here: https://help.lovehoney.com/promise-terms.html. We have contacted you directly to assist with this. Kind regards, Lovehoney Customer Care