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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 (Evri, 1–2 days including Saturday) and DPD Premium Next Day are available at checkout. Orders placed before 12 noon Monday–Friday are dispatched the same day.
Do you offer free delivery?
Yes, we offer free standard delivery on all orders over £75. Below £75, Evri Standard delivery is £4.20.
Do you deliver outside the UK?
Currently we deliver to UK addresses 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 bank statement will show TORRLL (via our PayPal checkout), not Ladyloving. This protects your privacy completely.
Returns & Refunds
What is your returns policy?
We accept returns of unwanted items within 14 days of receiving your order, provided the item is unopened, unused, sealed and in its original packaging. Return postage is paid by you, and there is no restocking fee. 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 reply within 48 hours, excluding weekends and bank holidays, with return instructions. Return postage for unwanted items is paid by you.
When will I receive my refund?
Refunds are processed within 14 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. If your parcel arrives damaged or an item is faulty, please contact us within 48 hours of delivery with a photo so we can put it right quickly. This doesn’t affect your statutory rights.
Payment
What payment methods do you accept?
Pay securely by card or PayPal through our PayPal checkout. 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.
How do I choose a body-safe toy?
Safer choices, made simple. Look for non-porous materials such as silicone, ABS plastic, borosilicate glass and stainless steel, which are easy to keep clean. Every product page lists its material, and our Academy guides explain the differences.
What if a product stops working?
Contact us with your order number and a short description or photo, and we’ll help you sort it out. This doesn’t affect your statutory rights.
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 48 hours, excluding weekends and bank holidays.
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.