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Awaiting Order Arrival

I haven't received my order. What should I do?

Check the email you received after placing your order. It should contain information about the status of your order and the expected delivery date.

Track order status: We offer the function of tracking order status through tracking numbers. Order tracking

What if the package is held by customs?

If the contents of the parcel are suspicious to customs officers (for example, many identical goods), it may be further checked.

What should I do if my order hasn't been delivered yet?

If your order still hasn’t arrived, or you can’t locate your delivery, please contact us within 14 days of your estimated delivery date, otherwise we will not be able to process your claim for the order not being received.

What are the delivery costs and options?

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 $49.

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

Please see our Delivery & Return for more details.

How was my package shipped?

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

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

Ordering & Payment

Which payment options are available?

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 Klarna, PayPal Pay Later or Clearpay

When you reach the basket, please choose your preferred payment type or method and follow the instructions.

Security and Privacy

Your details are kept secure at all times, including your name, address and payment details.

Click here to read more about our Security Guarantee.

We will not add your details to a mailing list unless you request it.

We will never share your details with any other companies.

How do I cancel an order?

Please note that once an order has been placed, we are unable to accommodate any changes or cancellations. However, you can easily return the item to us for free. Visit our order returns page.

Thank you for your understanding.

about privacy and security?

Is it safe to order online from?

Yes absolutely. You can read more about how we keep the website secure here.

What is your Privacy Policy?

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.

How does Lovehoney use my data?

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.