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FAQ
Frequently asked questions
FAQS
Have a sensitive inquiry? Looking for bespoke advice on materials, sizes, or orders?
Our dedicated, female-led team is standing by to assist with the utmost discretion and care.
Delivery & Shipping
How long will my order take to arrive?
Standard delivery is 3–5 working days. Express delivery (1–2 working days) is available at checkout. Orders placed before 2pm Monday–Friday are dispatched the same day.
Do you offer free delivery?
Yes — we offer free standard delivery on all orders over £40. Orders under £40 have a flat delivery charge of £3.95.
Do you deliver outside the UK?
Currently we deliver to mainland UK only. We’re working on international shipping — sign up to our newsletter to be the first to know when it launches.
Will my order be delivered discreetly?
Absolutely. All orders are sent in plain, unmarked packaging with no indication of the contents or our brand name on the outside. Your privacy is our priority.
What name will appear on my bank statement?
Your statement will show a discreet company name — not Ladyloving. This protects your privacy completely.
Returns & Refunds
What is your returns policy?
We accept returns within 30 days of purchase, provided the item is unused, in its original packaging, and in resalable condition. For hygiene reasons, we’re unable to accept returns on items that have been opened or used.
How do I return an item?
Contact us at hello@ladyloving.co.uk with your order number and reason for return. We’ll send you a prepaid returns label within 1 working day.
When will I receive my refund?
Refunds are processed within 3–5 working days of receiving your return. You’ll receive a confirmation email once it’s been issued.
What if my item arrives damaged or faulty?
We’re sorry to hear that. Please contact us within 48 hours of delivery with a photo of the issue and your order number. We’ll arrange a free replacement or full refund straight away — no need to return the item.
Payment
What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Apple Pay, and Google Pay. All payments are processed securely via SSL encryption.
Is it safe to pay on your website?
Yes. Our site uses industry-standard SSL encryption, and we never store card details. All payments are handled by PCI-compliant payment processors.
Can I pay in instalments?
We’re exploring buy-now-pay-later options. Sign up to our newsletter to hear when this becomes available.
Age Verification
Do I need to verify my age?
Yes. As an adult retailer, we are legally required to verify that all customers are 18 or over before completing a purchase. Age verification is quick, secure, and completed at checkout.
How does age verification work?
We use a secure third-party age verification service. You’ll be asked to confirm your date of birth, and in some cases provide a form of ID. This process is fully encrypted and your data is not stored by us.
What happens if I can't verify my age?
If verification is unsuccessful, we’re unable to process your order. If you believe this is an error, please contact us at hello@ladyloving.co.uk.
Products & Orders
How do I find the right product?
Our buying guides are a great starting point — you’ll find them in the Blog section. You can also use our filters to narrow by category, price, and features. Still not sure? Drop us a message and we’ll help personally.
Are your products body-safe?
Yes. Every product we stock is made from body-safe materials including medical-grade silicone, ABS plastic, borosilicate glass, and stainless steel. We do not stock products made from jelly, rubber, or PVC.
Do products come with a warranty?
Most products come with a manufacturer’s warranty of 1–2 years. Warranty details are listed on each individual product page.
Can I track my order?
Yes. Once your order is dispatched, you’ll receive a confirmation email with a tracking number. You can track your order via the courier’s website or through your Ladyloving account.
Can I cancel or amend my order?
If your order hasn’t been dispatched yet, contact us immediately at hello@ladyloving.co.uk and we’ll do our best to make changes. Once dispatched, we’re unable to amend orders but you can return items once received.
My Account
Do I need an account to order?
No — you can check out as a guest. However, creating an account lets you track orders, save your address, and access your order history.
How do I reset my password?
Click “Forgot password” on the login page and enter your email address. You’ll receive a reset link within a few minutes. Check your spam folder if it doesn’t arrive.
How do I delete my account?
Email us at hello@ladyloving.co.uk and we’ll delete your account and all associated data within 5 working days, in line with GDPR.
Privacy & Data
What do you do with my personal data?
We only collect data necessary to process and deliver your order. We never sell your data to third parties. Full details are in our Privacy Policy.
Do you send marketing emails?
Only if you opt in. You can unsubscribe at any time using the link in any of our emails.
Is my browsing history stored?
We use cookies to improve your browsing experience. You can manage your cookie preferences at any time via the cookie banner or our Cookie Policy.
Contact Us
How do I get in touch?
Email us at hello@ladyloving.co.uk. We aim to respond to all enquiries within 1 working day (Monday–Friday, 9am–5pm).
Do you have a phone number?
We’re an online-only retailer and currently operate via email. This helps us maintain your privacy — no one can overhear your query.