Avoid - save yourself the stress!
I bought an item and then read some reviews that stated the maximum girth that could be used with it was a lot smaller than I am. I hadn't received the item yet and messaged Lovense asking if this was true and they replied, after 3 days, stating I would have to return it once I received it and didn't answer any of my questions. I replied explaining that I didn't want to return if it was useable and asked the same questions. Again, I got a generic reply two days later (from a different person) saying almost exactly the same as the first email. I reconciled myself to the fact that I would indeed have to return it. Once I received the item, I emailed asking for the returns information I needed to return the item. Two days later, I received a reply explaining that I could return it but I would need to send pictures of the items. I did so and now four days later, they have not replied and have ignored further emails I have sent asking for the return information. I will be pursuing this matter further as it has become a matter of principle over money. However, I wanted to share my experience to help others avoid unnecessary effort/stress. Avoid this company!