Frequently asked questions

Our products

Are all of the products on your site in stock?

All of the products on our site are in stock in our warehouse in France, so your order will be prepared and shipped very quickly!

If an item is marked as "In Stock" on its product page, it is available for shipment right away.

Where can I find the dimensions of a product?

The dimensions of a product are available in the "Specifications" section of the product page. If you need more information about a product, please contact our customer service team.

Why isn't my battery-powered product working?

Direction of the batteries

It is important that you insert the batteries in the right direction. Most of our products feature + and - signs in the battery compartment to help you.

Battery compartment

If the battery compartment has not been closed correctly, the batteries will not be properly inserted. This may prevent your product from switching on. Make sure that the compartment is fully closed in order to enjoy your new toy.

Tube or plastic film

Some of our products may contain a tube or a plastic film inside the battery compartment. Do not discard the tube or film, as they indicate the correct way to insert your batteries.

Protective covering

Some of our toys come with the batteries included. These toys may contain a protective paper covering inside of the battery compartment, which prevents the batteries from functioning while the toy is in transit. Your toy will not work if this covering is still inside the compartment. Please discard this covering before switching on your toy.

Required number of batteries

The required number of batteries is indicated on all of our products. Some of our toys may contain a removable battery holder with additional battery chambers.

Why isn't my product charging?

All of our toys with the batteries included are already partially charged. For best results, we recommend that you charge these toys for at least 2 hours before using them for the first time. Charging your toy with a wall charger will be quicker than charging it with the USB port of your computer.

If your toy still doesn't work after 2 hours of charging, there may be an issue with the charging cable. In this case, please contact our customer service team as soon as possible to exchange your cable.

Your order

Can I change the shipping address for my order?

If you have just recently placed your order, please contact us as soon as possible so that we can modify the shipping address of your parcel.

Unfortunately, if your parcel has already been handed over to the carrier, the address cannot be modified.

When will I receive an order confirmation?

A few minutes after you have placed your order, a confirmation email will be sent to your email address. If you haven't received your confirmation email after a few minutes, please check your spam folder. To prevent this issue in the future, add our address [email protected] to your contact list.

If you still haven't received your confirmation email, you may have entered your address incorrectly. Please contact our customer service team to modify your email address.

Can I come pick up my order at your warehouse?

We are an online retailer only. You cannot purchase our products in a brick-and-mortar store. If you are experiencing difficulties while placing your order, please contact our customer service team.

Payment methods

What is PayPal's 'Pay in 3' interest-free service and how does it work?

PayPal's 'Pay in 3' service is a financing option that allows you to pay for your purchases in 3 instalments without any additional fees (for a minimum order amount of £30). You may apply for this option during checkout, and PayPal will make a decision instantly, following internal checks.

Simply select PayPal as a payment method upon checkout and confirm your purchase. You can then select the 'Pay in 3' option in the PayPal interface.

For more information, please refer to PayPal's 'Pay in 3' FAQ.

What is Klarna's "Buy Now Pay Later" option and how does it work?

Please visit the Klarna website for more information.

How does Klarna's ‘Pay in 30 days’ option work?

Please visit the Klarna website for more information.

Is there a limit on Klarna?

No. There is no set limit for how many purchases you can place using Klarna. However, the approval decision when shopping with Klarna can depend on the following:

  • Your credit history with Klarna,
  • Your open debt and unpaid orders with Klarna,
  • The purchase amount of your cart.

Delivery

How can I track the delivery of my order?

You will receive an email with a tracking number for your parcel once your order has been shipped. The tracking information will be available once your parcel has been handed over to the carrier. If the tracking information is not immediately available, please try again later. It may take a few hours for the tracking information to be updated on the carrier's website.

Why haven't I received my order yet?

All orders placed before 3:30 pm are shipped from our warehouse the same day, all year long (excluding weekends and French public holidays). If you have placed your order after 3:30 pm, it will be prepared and shipped the next business day.

Please check the tracking information by clicking on the link in the shipping confirmation email that you've received. This tracking information will let you know when your parcel was handed over to the carrier and where it is now.

If your parcel is running late, or if the tracking information indicates that it has delivered but you have not received it, please contact us so that we can open an investigation with the carrier.

What if I am not home when my parcel arrives?

If your parcel is larger than the size of your mailbox, the carrier will leave a delivery notice allowing you to schedule a new delivery or indicating where you can pick up your parcel.

What should I do if my parcel is damaged upon delivery?

We take great care when preparing your order for shipment. However, if your parcel is damaged upon delivery, please let the carrier know and specify the damage on the delivery slip. 

I've chosen the 24-hour express delivery option, but DHL has given me a later delivery date than the one on my confirmation email. Why is this?

Since the COVID crisis, our express delivery partner DHL has been announcing longer estimated delivery times to our customers through emails, text messages and tracking information on their website. Nonetheless, we have observed that our parcels are still being delivered within 24 hours. Have no fear, your parcel is on its way!

Returns and after-sales service

How do I return a product?

Have you changed your mind about your product and would like to return it? In accordance with our Terms and Conditions of Sale and in compliance with French Consumer Protection laws concerning hygiene products, you have 14 days to return your product to us (starting from the delivery date). The product packaging must be sealed for us to accept your return. If the clear plastic packaging has been opened or torn, your product is no longer eligible for return.

Please use the contact form on our website to inform us of the return before sending your product (in the original packaging) back to us at the following address: FAMILY WEB DIFFUSION, 1 rue Gustave Eiffel, 31780 CASTELGINEST FRANCE.

Please note that you, the customer, are responsible for return shipping fees.

Once we have received the product back at our warehouse, if it is eligible for return, we will ask you if you would like a refund, an exchange (for a product of the same value) or a credit note for your next order.

FOR OBVIOUS REASONS OF HYGIENE, WE CANNOT ACCEPT RETURNS FOR ANY PRODUCTS THAT HAVE BEEN OPENED OR UNSEALED.

For more information, please refer to our Terms and Conditions of Sale.

How do I know if I've unsealed my product ?

If you'd like to return an item, it must be sealed.

This is essential to guarantee the quality of our products, ensure the safety of our team, and comply with applicable French laws on hygiene-sensitive products such as sex toys. Under no circumstances can we accept the return of an item that has been unsealed.

All of our products come in a clear, sealed plastic package. That way, you can visually inspect your item to make sure that it meets your expectations without having to unseal it. 

Here are some examples of a sealed item :

Sealed item with green check
Have you used scissors to open the clear plastic package? Have you ripped the package with your hands? Unfortunately, if so, your item is no longer sealed and cannot be returned for a refund.

Here are some examples of an unsealed item :

Unsealed item with red X
If you have any doubts regarding the condition of your item or have any further questions, please feel free to send us a message using our contact form. We're here to help.

What should I do if my order is missing an item?

If your parcel has been damaged during shipping, the item may have been lost along the way. Please let us know if this is the case so that we may open an investigation with the carrier and send you the missing product as soon as possible.

If the parcel is not damaged, please contact us within 48 hours of the delivery date. We will then check our order preparation information to verify the error. Unfortunately, if it has been more than 48 hours since the delivery date, we will be unable to process your request. 

Why have I received a different product from the one I ordered?

This is most likely due to an error made while preparing your order. Please accept our sincerest apologies and contact our customer service team as soon as possible to exchange the item.

Our deals

How do I use a promo code?

Promo code

You can apply the promo code directly to your cart. After you have added a product to your cart, a pop-up window will allow you to proceed to checkout. Simply copy the promo code into the "Promo code" field and click on "Apply".

Your cart will be updated with the promo code applied if it is still valid. If the promo code is not applied to your cart, please refer to the terms and conditions of the offer and the expiration date.

Our newsletter

What are the terms of the newsletter subscription offer, and how can I take advantage of the offer?

When you subscribe to our newsletter, you'll receive a credit note  worth £5 (valid once, on any order over £60). To use your credit note, you must be logged into your account and apply the code to your cart. The amount  will then be deducted from your order.

My £5 credit note isn't working. Why not?

To use your credit note on your order, please check that the following conditions are met:

  • You must have a LOVE AND VIBES customer account.
  • You must be logged into your account to apply the code to your cart. The credit note is linked to your email address.
  • Your order must be over £60. If this is not the case, please add a little something extra to your cart to take advantage of our offer!

How do I unsubscribe from the newsletter?

We're sad to hear that you no longer wish to be informed of our offers and news. We're going to miss you!

To unsubscribe, simply click on the link "I want to unsubscribe" at the beginning of any of our newsletters.