Contact Us

Returns & Refunds

We offer free returns on any goods that are faulty or damaged within the first 30 days from delivery. All goods are fully inspected upon return, if you have used our free delivery service and the goods are found to be in working condition or do not meet our returns policy requirements, we will not be able to accept the return and you may be charged a re-delivery fee.

When you have successfully returned an item, we will refund you the cost of the good however we do not refund the delivery charge paid.

If you wish to return an item to us, you will need to follow our returns policy. We offer a 12 month guarantee on all of our products.

If the item you received is damaged or found faulty within the first 30 days from delivery, we can arrange a free postage return. If the item is not faulty or the fault is found after the first 30 days, you will need to pay for your own returns postage.

Due to the hygienic nature of the items on LoveWoo, you must send any faulty or damaged return in a clean and hygienic state. All returns must be sent in its original packaging. If you do not follow this procedure, your return may not be processed resulting in a re-delivery charge.

You can return an unwanted item to us within the first 30 days from delivery, the item must be sealed in its original packaging and undamaged.

If you need to return an item to us, please contact is on our live chat or email support@lovewoo.co.uk for a returns form.

Please see our full returns policy here.

Refunds are issued within 2 working days and can only be given via the original method of payment through PayPal. This includes both whole and partial refunds.

PayPal process all refunds for us, depending on your method of payment through PayPal, it can take up to 30 days to receive the money from PayPal you can read more about this here.

If you find you have been refunded an incorrect amount of any value, please contact us as soon as possible on our live chat system or by emailing support@lovewoo.co.uk

Unfortunately, we are unable to refund or reimburse any delivery charges incurred when an item has been returned and granted a refund.

Payments

Unfortunately, we cannot take orders or payments over the phone. All transactions take place online via PayPal to enforce safety and security.

If you need a VAT invoice, you can contact us using the live chat system and we can email it to you. You will be asked for some details for verification and security.

You do not need to register with us to shop at lovewoo.co.uk, however an email address is required to complete your online purchase.

All payments made on our website are processed through PayPal. You can pay with your PayPal Wallet balance or you can check out through PayPal using your credit or debit card details. We do not store any card details on our system or website for security reasons.

If you qualify for a VAT refund, please get in touch with support@lovewoo.co.uk

Shopping with LoveWoo is safe and secure. We do not accept orders over the phone as all transactions are processed with PayPal online. Additional security checks are put in place to ensure that transactions are safe, we may contact you to confirm your name, billing address, order reference number or receipt of payment.

LoveWoo will never ask for bank details over the phone, by email or any other electronic communication including live chat.

LoveWoo complies fully with Data Protection and consumer legislation, and will treat all of your personal information as fully confidential.

We accept all currencies and ship across the world, any exchange fees or costs are processed through PayPal and are subject to change. LoveWoo is not responsible for any fees incurred when paying with a currency other than £ GBP.

We process all payments through PayPal, you can use both debit and credit card or PayPal balance/credit. You do not need a PayPal account to checkout via PayPal.

PayPal payments are subject to many different security checks and cyber safety measures. This could be a billing address not matching a delivery address or simply a slow internet connection. If you are getting your payment declined and need some help with your shopping experience please speak to us using the live chat or email support@lovewoo.co.uk

All payments are processed with PayPal, your bank statement should refer to PayPal and/or The Hidden Group. You will see “PAYPAL *HIDDENGROUP” on your statement.

Product Help

Batteries are included with some of our products, there will be a drop down option to select batteries if the product you are looking at requires them.

We’re here to help find the right product for you Monday to Friday 9:00 to 17:30 (excluding bank holidays). You can get in touch through our live chat or email support@lovewoo.co.uk for help and advice, one of our advisors would be happy to help.

You can browse through our whole product range on our website, search by category or use our search box.

We’re here to help find the right product for you Monday to Friday 9:00 to 17:30 (excluding bank holidays). You can get in touch through our live chat or email support@lovewoo.co.uk for help and advice, one of our advisors would be happy to help.

If your product isn’t working, the first step is to check the batteries – some of our products are delivered with a protective plastic covering the battery to stop the product turning on during transit, you will need to remove this before the product will work.

If the product still isn’t working, try replacing the battery, unfortunately we are unable to provide batteries in this case.

If the product still isn’t working, please get in touch with us as soon as possible, you can contact us through our live chat or email support@lovewoo.co.uk

You can find a size guide for all clothes and lingerie on the product page below the “ADD TO BASKET” button. If you need any assistance, get in touch through our live chat or email support@lovewoo.co.uk

If your product isn’t working, the first step is to check the batteries – some of our products are delivered with a protective plastic covering the battery to stop the product turning on during transit, you will need to remove this before the product will work.

If the product still isn’t working, try replacing the battery, unfortunately we are unable to provide batteries in this case.

If the product still isn’t working, please get in touch with us as soon as possible, you can contact us through our live chat or email support@lovewoo.co.uk

Account Help

You can access your account by clicking “My Account” at the top of our website, from here you are able to change your default delivery and billing address, view your orders and change your personal details including name, email address and password.

You can access your account by clicking “My Account” at the top of our website.

At the bottom of any of our marketing emails you will see the option to unsubscribe, simply click here and you will be taken off our email marketing database. You can also email marketing@lovewoo.co.uk to request to be unsubscribed.

You can access your account by clicking “My Account” at the top of our website. From here, simply click “Lost your password?” and reset it from there.

Delivery & Returns

Yes, once your order has been dispatched you will receive an email or text message with your tracking information. If you have not received or cannot find your tracking information, please get in touch using our live chat or email support@lovewoo.co.uk

Although we do not offer next day delivery, we offer an Express Delivery service for mainland UK customers with one working day delivery. If you place your order before 15:00 Monday to Thursday, your item should arrive next day subject to availability. Orders placed using our Express Delivery service outside of these times will be dispatched the following working day and scheduled for delivery in one working day.

https://www.lovewoo.co.uk/delivery/

Unfortunately, we currently do not offer same day delivery.

Unfortunately, we cannot guarantee weekend deliveries.

Yes, if you want your order sent to an address that is different to your billing address, you will need to let us know when you check out by adding a new delivery address.

Yes, all orders are sent with tracking and will need to be signed for.

If you are not in when your parcel arrives, Royal Mail will keep the package at their local depot for 7 days enabling you to pick it up. After 7 days the parcel then returned to us and you may incur a re-delivery charge.

Delivery on orders over £35 where the delivery address is in the UK are free. Anything below this or for international orders, delivery costs start at £4.50. Please see our delivery page for more information.

If you placed your order with our Express Delivery service Monday to Thursday and before 15:00, you should receive your order on the next working day. If you placed your order outside of this time, your order will be dispatched the following working day and will be scheduled for delivery one working day following that.

As long as you inform us before your order has been dispatched, we will be able to amend the address for you. If you notice your address is wrong after the order has already been dispatched, please get in touch with us as soon as possible.

You can contact us using our live chat or email support@lovewoo.co.uk

We offer a standard and express delivery for UK customers. A standard international delivery is available to customers outside of the UK. Please see more information here.

If the parcel has been sent using Royal Mail, the item will be returned to your local depot where it will remain for 7 days allowing you to collect it – after this time the parcel will be returned to us and you may incur a re-delivery charge.

If the parcel has been sent using DPD, they will contact you by text or email to notify you of a delivery time and date. If this is not convenient for you, you have the option to change it. DPD will attempt delivery 3 times – if DPD are still unsuccessful after this time the parcel is returned back to us.

We do not dispatch items on Bank Holidays and estimated delivery dates may be delayed.

Please allow extra delivery times for international deliveries, estimated delivery timings can be found here.

If the delivery address is outside of the EU, you may be charged a fee for customs and import in order for the item to be delivered successfully.

Order Issues

You can exchange an item following a successful return. Exchanges are only available after the returned item has been fully inspected and accepted as faulty or we are able to put the item back into stock.

If the exchanged item is more expensive than the originally ordered item, you will be invoiced the difference before anything is dispatched, alternatively, if the new exchanged item is cheaper, you will be refunded the difference. Delivery charges for the exchange may apply.

If you need to cancel your order, you may do so as long as the order does not reach dispatched status. Order statuses can change to dispatched anywhere from immediately to next working day.

After the order has been dispatched, we are unfortunately unable to cancel any orders. At this point it will be considered an unwanted good and will fall under our returns policy; the return delivery will be at your own expense.

Once you have completed the checkout process you will receive email notification of the order when it reaches processing stage, completed stage and you will also receive email or SMS notification of the parcel tracking number.

If your item was delivered damaged it must be reported within 36 hours of the item being delivered. Contact a member of the LoveWoo team using the live chat or email support@lovewoo.co.uk to receive a returns form where you can select to exchange the good or receive a replacement.

Returns of damaged items must be returned within 30 days from delivery to qualify for free postage.

If you receive your order and you find it to be incorrect or faulty, please contact us as soon as possible using our live chat or email support@lovewoo.co.uk

At this point we may require further information or photographs/videos of the item/s.

Orders placed before 15:00 Monday to Friday are dispatched same day, orders placed after this time or on a weekend are dispatched on the following working day. Once your order has been dispatched you will receive an email or text message with your tracking information. If you have not received or cannot find your tracking information, please get in touch using our live chat or email support@lovewoo.co.uk

All orders are shipped using plain packaging and are very discreet. For more information please see https://www.lovewoo.co.uk/packaging/.

Promotions

Each code/promotional offer has a different amount of uses. Some of our promotions are one time deals but others are unlimited uses. This depends on the type of deal we are offering.

You can view a list of all the current and past offers we have here.

Unfortunately, we currently do not offer student discount.

You can enter a promotional code on the “View Basket” page, located below your basket summary. If you are having issues trying to apply a discount code or promotional code, please get in touch using our live chat or email support@lovewoo.co.uk

Each promotional code has an expiry date and a maximum usage allowance, get in touch with us using our live chat or email support@lovewoo.co.uk if you think the code you are trying to use should be working.

Live Chat availability

Monday - Friday
09:00 - 17:30

Bondage Gear

Chains, whips and toys

Shop Now

Contact Us

Fill out the form below to contact us.