You have 60 days from the date of purchase to return items to us. Products must be unopened, unused or unworn and have packaging or tags intact. Please note that we cannot offer exchanges. If anything goes wrong with your product, we will replace it for up to a year after purchase. See below for details.
Unfortunately, we do not have a free returns service for Canadian customers. However, if your item is faulty, we will reimburse the postage costs you have paid. If this is the case, please forward us a copy of the postage receipt.
Please include a note in your returning parcel with your Customer PO number (ie CA3_00007712) and the reference number as listed on your packing list (ie 24978271-1) along with your full name, address and postcode.
Please send your parcel to:
LH Trading
4425 N Service Road
Burlington, ON
L7L4X7
See below for more information on additional options for making a return or exchange. You may also submit a request through our enquiry form and let us know the details.
Still have questions about our 100-Day Promise? Read our full 100 Day Money Back Promise terms & conditions for more information.
What if you purchased an item on special offer? If you have a faulty product that you bought on special offer, please return it to us and we will be happy to send a replacement.
If you wish to have a refund, you will need to return all your Special Offer items or pay for the outstanding item. If you wish to keep an item that was received free, we can deduct the cost of it from your refund.
Parcel forwarding services
If you report missing or damaged items, and we reasonably believe the order to have been delivered to a parcel forwarding company, we will not offer a replacement or a refund. Lovehoney is not liable for any damage, defect, or loss that occurs to orders delivered to a parcel forwarding company. Any order addressed to a parcel forwarding company is placed at your own risk.
Wrong address
Please make sure your delivery address is up to date in your Lovehoney Account! We are not responsible for failed deliveries caused by customer errors. For example, if you accidentally give us the wrong delivery address, contact number, or recipient name, we will be unable to refund your order. If you realise you've made a mistake before the order has been processed, please contact us straight away.