Frequently Asked Questions

Your question concerns:

Availability

Are all of the products for sale on your site in stock?

All of the products that appear on our site are currently stocked in our warehouse. Products tagged “out of stock” cannot be ordered as they are being restocked. Since we store our products in our own warehouse, you can rest assured that your order will be prepared quickly.

Can I come and buy something in person?

LOVEANDVIBES is an online retailer only. We do not have a physical retail location. Our products can only be ordered online.

Dimensions

I’d like to know the exact dimensions of a product.

You can find the dimensions of an item in the description at the bottom of the product page. If you still cannot find the information you’re looking for, don’t hesitate to contact us.

My customer account

What can I use my customer account for?

Your customer space allows us to have access to your information in order to process your order. You can also use your space to track your order, manage your contacts, and consult your Love Points balance.

I forgot my password

Click on the “My Account” sidebar and click on the “Forgot Password?” link. Simply enter the e-mail address associated with your account and click on “Send”. We will then send you a link to reset your password.

What is the difference between a billing address and a delivery address?

Your billing address is the address that we use to create a bill for your order. You can choose to send your parcel to a different delivery address – for example, your work address or a friend’s address if you are offering them a gift.

I have placed an order and would like to change the delivery address.

While placing an order, please double-check the delivery address that you’ve entered. Once you’ve given us your delivery address, the order is prepared and sent to that address. If the parcel has already left our warehouse, the delivery address cannot be changed. However, if your order is still being prepared, please contact us as soon as possible.

Order Confirmation and Tracking

I haven’t received my order confirmation e-mail.

You may have given us the incorrect e-mail address in your information form. Please contact us so that we can change your address. If you’re using a Hotmail-type e-mail service, check your spam filter.

I’d like to track my order.

Once your order has been prepared and handed over to the carrier, we will send you an e-mail with the tracking information for your parcel.

I don’t understand why my order has been blocked.

An order can be blocked for a number of reasons. These reasons include, but are not limited to:

- Our partner bank suspects a case of identity fraud and would like to check the payment method.
- You have placed several similar orders and we suspect that you may have done so in error; we’d rather block your order rather than send it to you twice.
- You have chosen to pay by bank transfer and we are waiting to receive payment before dispatching your order.

Delivery for my order

My order did not arrive on the estimated date of delivery.

All orders are shipped (not delivered) on the same day that the order is placed, all year long (except for Saturdays, Sundays, and bank holidays), provided that the order has been placed before 4.30 p.m. (CET) for DPD shipping (4:15 p.m. for DHL shipping). After that time, your order will be prepared and shipped by our team the next working day.
You can track your parcel using the tracking number that you received in the e-mail notifying you of the shipment of your order. If the tracking website informs you that your parcel has been delivered but you haven’t received it, please contact our Customer Service team for more information.

I wasn’t home when my parcel was delivered.

Please contact our Customer Service team for more information about your options.

I received a damaged parcel.

While preparing your order, we take great care to ensure that the parcel is well-protected for transport. If your parcel is damaged when it arrives, report the incident to the carrier and fill out the pertinent information on the delivery slip.

I received the wrong product.

If you’ve received the wrong product, it is probably due to an error on our side during the preparation of your order. We apologise for the inconvenience. Please contact us in order to exchange the product that you’ve received.

I received a wrong item

We are very sorry that this has happened. It is probably due to an error during the order preparation. Please contact us so that we can proceed to the exchange of the product.

My Product is Battery-Operated

Have I inserted the batteries correctly?

Make sure to insert the batteries by paying careful attention to polarity. Most of the time, + and – signs appear on the product to guide the user.

Have I inserted the batteries in the plastic tube inside my product?

Some of our products contain a plastic tube inside the battery compartment. It is important to save this tube, as it is necessary for the proper insertion of the batteries.

Have I kept the plastic film inside the battery compartment of my product?

Some of products contain a piece of plastic film inside the battery compartment, which indicates the polarity of the product. It is important to save this plastic film, as it is necessary for the proper insertion of the batteries.

Have I removed the protective cap (the thin paper disc) from the battery compartment of product?

Some of our products are sold with batteries already inside the toy: the thin paper disc prevents the item from functioning while it is in transit. When you receive the product, you must remove this disc in order for the battery to power the product.

Have I inserted the proper amount of batteries?

Certain products feature removable battery compartments. Often, this gives the appearance that the product takes just two batteries, when in fact, after removing the compartment, there are actually four battery slots. Try to remove the battery compartment to check that you’ve inserted the proper amount of batteries.

Have I closed the battery cover properly?

Once the batteries have been inserted, you may have difficulty closing the battery cover properly. This can prevent the batteries from working properly. Make sure that the battery cover is fully closed.

I’ve bought the product with the batteries included. Have I tested the product with another set of batteries?

Despite our best efforts, some of the batteries that we sell with our products may not have an optimal lifespan. In this case, we will remove the batch from sale on our site.
Try your product with new, brand-name batteries (such as Energizer, as distributor-brand batteries are often of poor quality) in order to check its performance.

My Product is Rechargeable

Have I plugged my product in the right way?

Certain charging cables have different end pieces. The way that they are positioned can affect charging. Try to switch the different ends to see if the product works that way.

Have I let my product charge for a long enough time?

Most of the time, products are already slightly charged when they are delivered. However, to fully enjoy the use of your product, we suggest that you charge it as soon as it arrives.

Is my charging cable damaged in any way?

If you are unable to charge your product, have a look at the condition of its charging cable. We pay careful attention to the quality of our accessories, and always try our best to offer our customers high quality products. However, it is possible that the cable could have come from a defective batch, or a batch that was compromised somehow during the manufacturing process. In this event, please contact our customer service reps as soon as possible in order to exchange your product.

Is my USB port working?

While plugging one of our cables into your USB port, have a look at the condition of the port. Your USB port could no longer be working, without any warning message appearing. Try plugging the product into another port.

Return policy

I’d like to know about your return policy.

In accordance with our General Terms and Conditions of Sale as well as French law with respect to intimate products, items can only be returned if they are still in their original, sealed packaging. The box must not be opened, nor the product handled, and the seal must be intact (not ripped or removed). For obvious hygienic reasons, we will automatically refuse the return of a product that has been opened or unsealed.

I would like to return only part of my order.

Our return policy for the refund or exchange of part of an order is the same as that for a full order. If an item has been unsealed, it cannot be returned. Remember to respect the deadline for returns: you must request a return within the 14 days following the date you received your order. You are fully responsible for all postage fees paid to return the item.

I sent back my parcel, but it has been returned to me. Why?

Our after-sales team received your parcel, but after close inspection has decided that the packaging of the returned product has been unsealed. As the product is not eligible for a refund or exchange under our return policy, we have sent it back to you.